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Mizpah99
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M350 - Generally Slow Connection, Variable Speeds and Drop outs.

Hi Folks,

We have a new M350 connection (circa a week), exhibiting highly variable (and usually poor connection speeds). In addition the internet appears to drop frequently (in fact I lost half this post, first time of writing, log showed lost MDD Timeout). As such the connection is neither reliable or fast enough for work purposes.

I work in tech, so am happy with the basics of the system setup. I can confirm that multiple systems, both wired and wireless exhibit the same issues. 

We currently have three people trying to work from home, hence why the switch to M350 (from BT) for faster and more reliable speeds. Any help to resolve this rapidly would be appreciated!

I believe I am providing most of the troubleshooting details needed below:

Already Checked and Basic Info:

  • Applies to multiple devices
  • Apples to wired and wireless devices
  • All cables tightened / checked
  • Multiple Cat6 cables tried
  • Hub 3 (hardware Version: 10, Software Version: 9.1.1811.401) rebooted / reset
  • Peak observed speed of 368mb has been recorded mid afternoon on a wireless ac connection - hence potential speed is as expected
  • Peak download in the last hour has been 62mb
  • Over the last few hours, average speed has been < 30mb and as low as 6mb
  • Error log appears to have ongoing sync and partial service issues at both critical and warning levels

Service Status:

No current issues according to the website when checking after logging in

Broadband Test:

Trying to run the broadband test (from the virgin page, logged in) produces a red error block 'Technical Error' with the text 'Something has gone wrong with test' (tested up to date chrome 85.0.4183.102) and Edge with the same results. Same results from an alternate laptop.

BQM Results:

Live BQM Results 

Downstream Bonded Channels:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11387500008.540256 qam1
21467500008.540256 qam2
3154750000940256 qam3
41627500008.940256 qam4
5170750000940256 qam5
61787500008.840256 qam6
71867500008.840256 qam7
81947500008.640256 qam8
92027500008.440256 qam9
102107500008.440256 qam10
112187500008.140256 qam11
122267500008.440256 qam12
132347500008.340256 qam13
142427500008.440256 qam14
15250750000840256 qam15
162587500007.540256 qam16
172667500006.540256 qam17
18274750000740256 qam18
192827500007.940256 qam19
202907500008.840256 qam20
21298750000940256 qam21
223067500009.440256 qam22
233147500009.340256 qam23
243227500009.640256 qam24

 

(Continued)

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Mizpah99
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Re: M350 - Generally Slow Connection, Variable Speeds and Drop outs.

Downstream bonded channels:

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.380
2Locked40.3160
3Locked40.3160
4Locked40.9100
5Locked40.3140
6Locked40.3140
7Locked40.9100
8Locked40.3110
9Locked40.9120
10Locked40.3110
11Locked40.9100
12Locked40.350
13Locked40.340
14Locked40.350
15Locked40.910
16Locked40.3100
17Locked40.380
18Locked40.360
19Locked40.340
20Locked40.950
21Locked40.340
22Locked40.950
23Locked40.9160
24Locked40.930

 

Upstream bonded channels:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1394000004.525512064 qam2
2462000004.5512064 qam1
3258000494.825512064 qam4
4326000004.65512064 qam3

 

Upstream bonded channels:

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

(Continued)

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Mizpah99
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Re: M350 - Generally Slow Connection, Variable Speeds and Drop outs.

Network Log:

Time Priority Description
15/09/2020 21:57:23 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 21:29:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:01:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 15:37:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 06:13:5 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 18:22:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:32:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:31:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:31:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 19:28:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Primary Downstream Service Flow:

SFID 587840
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow:

SFID 587839
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

Thanks in advance for any help / assistance - I am really hoping to get this sorted as quickly as possible!

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Mizpah99
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Re: M350 - Generally Slow Connection, Variable Speeds and Drop outs.

24 Hours Later - and we are back to unusable internet.  Here is a snapshot of  speeds today (16/09).

Broadband Speeds on M350

10:32am - 148 Mbps - https://www.speedtest.net/result/100919727064
12:04am - 146 Mbps - https://www.speedtest.net/result/10092333560
14:22pm - 215 Mbps - https://www.speedtest.net/result/10093025624
17:38pm - 10 Mbps (not a typo!)- https://www.speedtest.net/result/10094112889
17:44pm - 19 Mbps - https://www.speedtest.net/result/10094141667

The same speed reduction applies to all devices, no new major activity during this slowdown (TV not in use, nobody else using internet, no large background downloads) - I simply decided to do some gaming and then gave up due to frequent drop outs.

BQM still looks ok, logs are as before. Speed is now effectively useless - I have only once seen the correct speed since installation.

I am really running out of patience with this now - what's the most effective method to get professional response? I had assumed the forums, but no joy as of yet.

Can anyone offer any insight or suggest some next steps please? 

Regards,

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Mizpah99
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Re: M350 - Generally Slow Connection, Variable Speeds and Drop outs.

Increasingly frustrated - Internet is now effectively unusable. Two more speed tests:

18:45pm - 22 Mbps https://www.speedtest.net/result/10094455662
18:57pm - 0.41Mbps - https://www.speedtest.net/result/10094522279

How on earth is this a 350 Mbps service? 

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Mizpah99
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Re: M350 - Losing Hope of it ever working.

Hi Folks,


Still not heard anything from anywhere, and seem to be shouting into an echo chamber with this thread - thought I see many others that are similar.  Am I missing anything needed for anyone to respond or advise?

Same variable speeds today. 

Thanks in advance. 

Martin

 

 

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MikeRobbo
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Message 7 of 11
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Re: M350 - Losing Hope of it ever working.

You Hub Data is not out of the ordinary same with the BQM.

You need to phone it in.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Mizpah99
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Re: M350 - Losing Hope of it ever working.

Many Thanks MikeRobbo,

Will try and get through tomorrow - as to if I can depends on if I have inbound work calls! There is officially no issues in the HG1 (Harrogate) area that I know of, but is it more likely that I am looking at exchange or local infrastructure? (Cables etc) I am right in thinking that I am probably looking at a local engineer to get this resolved?
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Mizpah99
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Re: M350 - Losing Hope of it ever working.

Just to note that I am still waiting for either a return call, or direct contact from forum staff (Hopefully!).

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Martin_N
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Re: M350 - Losing Hope of it ever working.

Hi Mizpah99,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue you're having. 

 

I will private message you so we can look into this. 

 

^Martin

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