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ricky43
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M350 - Never going over 200MBps

Hi all,

I've had M350 for a long time, when lockdown started, my speed dropped to 160MB. I accepted it as everyone was WFH.

My router performs a speedtest every 8 hours using OOKLA. It NEVER goes above 200MB down.

Now we're alot further down the road, I've realised I probably shouldn't be paying for a service I don't recieve - let's face it, VM aren't going to be doing me any favours, are they?

What should I do about this, I'm finding it near-impossible to get through to VM on the phone, and when I did, I got a script reader. Yes, I've rebooted it. Yes, I'm on a wired network. They're just not helpful.

Any advice on how to get through to someone who can actually help me?

Cheers

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MikeRobbo
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Alessandro Volta
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Re: M350 - Never going over 200MBps

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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ricky43
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Re: M350 - Never going over 200MBps

Thanks for the quick reply Mike,

I'll go around and check the Coax connectors tonight.

 

My setup is pretty complicated, I'm a network engineer amongst other things so I have the Hub in modem mode, linked to a router, which connects to 5 PPoE access points (The concrete in my house hates WiFi). These are all controlled by a server.

However - for the sake of simplicity - the tests I perform, and that my router performs, are on direct Cat 5e cabling into the Hub - so this should be the most accurate result.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/715e57912f285e8cf11e31019549ec0613... 

Cheers

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MikeRobbo
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Alessandro Volta
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Message 4 of 11
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Re: M350 - Never going over 200MBps

Your BQM is showing solid red.

Can you go into your router settings and set it to Respond to Ping please.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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ricky43
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Re: M350 - Never going over 200MBps

Took me a minute to find it on my router - but now done!
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ricky43
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Re: M350 - Never going over 200MBps

Downstream bonded channels

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

1202750000-3.238256 qam9
2138750000-3.238256 qam1
3146750000-3.238256 qam2
4154750000-3.438256 qam3
5162750000-3.238256 qam4
6170750000-3.238256 qam5
7178750000-3.238256 qam6
8186750000-3.238256 qam7
9194750000-3.438256 qam8
10210750000-3.238256 qam10
11218750000-3.238256 qam11
12226750000-3.238256 qam12
13234750000-3.238256 qam13
14242750000-3.238256 qam14
15250750000-338256 qam15
16258750000-3.238256 qam16
17266750000-3.238256 qam17
18274750000-3.238256 qam18
19282750000-340256 qam19
20290750000-338256 qam20
21298750000-2.538256 qam21
22306750000-2.538256 qam22
23314750000-2.240256 qam23
24322750000-240256 qam24



Downstream bonded channels

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

1Locked38.91250
2Locked38.61660
3Locked38.91180
4Locked38.91220
5Locked38.91180
6Locked38.91300
7Locked38.91030
8Locked38.61130
9Locked38.9950
10Locked38.61570
11Locked38.9770
12Locked38.9960
13Locked38.61320
14Locked38.9860
15Locked38.91210
16Locked38.91210
17Locked38.9970
18Locked38.91170
19Locked40.31340
20Locked38.91340
21Locked38.91140
22Locked38.91345
23Locked40.91160
24Locked40.31840
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ricky43
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Message 7 of 11
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Re: M350 - Never going over 200MBps

Upstream bonded channels

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

1326001225.05512064 qam4
2536999455.1512064 qam1
3394000475.075512064 qam3
4462000045.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ricky43
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Re: M350 - Never going over 200MBps

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID188540
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID188539
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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ricky43
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Re: M350 - Never going over 200MBps

Network Log

Time Priority Description

05/09/2020 19:50:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 16:43:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 04:25:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 01:07:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 00:20:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 19:44:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 23:50:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:01:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:01:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:01:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:01:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 09:01:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 08:59:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 10 of 11
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Re: M350 - Never going over 200MBps

Your Downstream stats look OK.

Your Upstream Power Levels are on or very close to the max of 51mVdB (the Hub reports 1 decimal place out) and could do with an engineer tweaking them down to a better level (mine run at around 43 to 45 dBmV).

I can't comment on the Network Log, one of the Gurus will need to check them out.

Your >> BQM << needs a while longer to develop to give us a better picture of the other side of the Hub.

 

On the next hour can you reboot the Hub to see if the Upstream Power Levels change. This will give a full height red line on the BQM and the time will tell us that it was intentional..


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.