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andrewr22
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M350 download is HUGE but upload is confusingly slow

Hi there,

I've had an M350 package for about 4 months now, mostly for the upload speed being way better than the lower tier packages. I did get the initial 36Mbps initially, but the last two months have been 6-9Mbps. Download speed is perfect 100% of the time - 370Mbps is absolutely rock solid.

I've tried tech support but they weren't able to help, if anyone here might be able to help me resolve this I'd be *hugely* grateful (I'm a media editor and have to do large data transfers urgently, all the time, and it's costing me work)

So - I have several devices on the network, a mix of wired and wifi, all report the same upload speeds. Currently using a Windows 10 machine via ethernet to test etc.

I have restarted the hub numerous times, disconnected every other device from the network, factory reset it, tried different devices, OS, browsers etc, even tried in the middle of the night, everything comes back the same.

 

Is there anything I can do?

Please help!

Thank you so much

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MikeRobbo
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Alessandro Volta
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Re: M350 download is HUGE but upload is confusingly slow

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 internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more 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. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

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.
andrewr22
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Re: M350 download is HUGE but upload is confusingly slow

Hi there,

thanks for the incredibly rapid response!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c11b1c52482853c52faeaffebbb04e059...

Downstream tab:

Downstream bonded channels

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

133100000011.538256 qam25
22350000009.638256 qam13
32430000009.338256 qam14
42510000009.438256 qam15
52590000009.838256 qam16
62670000001038256 qam17
727500000010.538256 qam18
828300000010.638256 qam19
929100000010.538256 qam20
1029900000011.338256 qam21
1130700000011.138256 qam22
123150000001138256 qam23
1332300000011.538256 qam24
143710000001238256 qam26
1537900000011.938256 qam27
1638700000012.438256 qam28
1739500000012.538256 qam29
1840300000011.938256 qam30
194110000001238256 qam31
204190000001238256 qam32
2142700000011.838256 qam33
2243500000012.138256 qam34
2344300000012.538256 qam35
244510000001238256 qam36



Downstream bonded channels

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

1Locked38.930
2Locked38.660
3Locked38.6120
4Locked38.690
5Locked38.9150
6Locked38.9100
7Locked38.990
8Locked38.670
9Locked38.690
10Locked38.6100
11Locked38.9210
12Locked38.990
13Locked38.980
14Locked38.6200
15Locked38.9180
16Locked38.9250
17Locked38.9110
18Locked38.9100
19Locked38.9180
20Locked38.6210
21Locked38.9150
22Locked38.6260
23Locked38.9140
24Locked38.950

 

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andrewr22
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Re: M350 download is HUGE but upload is confusingly slow

Upstream:

Upstream bonded channels

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

13940000035.8512064 qam6
23260007235.8512064 qam7
32580000536512032 qam8
44620000035.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 01:25:9noticeSW download Successful - Via NMS
14/10/2020 01:21:45noticeSW Download INIT - Via NMS
13/10/2020 22:11:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 22:11:30Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 22:10:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 22:09:40Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 22:04:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 10:38:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 09:22:28Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 05:42:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 19:36:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 08:05:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 11:54:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Re: M350 download is HUGE but upload is confusingly slow

The majority of your Downstream Power Levels are far too low and will require an engineer to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Re: M350 download is HUGE but upload is confusingly slow


@MikeRobbo wrote:

The majority of your Downstream Power Levels are far too low and will require an engineer to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.



Far too high Mike.

One of the upstream channels is also out of spec on modulation (T3 timeouts not a good sign either).

 

Upstream:

Upstream bonded channels

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

13940000035.8512064 qam6
23260007235.8512064 qam7
32580000536512032 qam8
44620000035.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0000
4ATDMA0000
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andrewr22
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Re: M350 download is HUGE but upload is confusingly slow

I spoke to customer services, who sent out a replacement router,

upload speeds have improved to 16Mbps from 9, but the area average is still 36Mbps+

New BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f12e2e030c004d378ba815d3175eb22e197f3a68

just for reference more than anything.

New router details look almost identical to previous logs. Engineer booked for next week.

Thanks for your help - I don't think I would have the engineer booked without these logs.

Andrew

 

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