M350 speeds are often only 20MBs

[AndyB69]

Hi - we've had Virgin media since ntl days, had very early broadband and progressed through the various iterations up to our current Hub 3.  Now on M350 package but speeds and reliability of connection seem much worse and it's affecting working from home.  we try to limit the number of devices, have 1 ethernet devices (a smart TV and wifi extender)

Logs are below, I'd really appreciate someone telling me if I have a problem or just need to accept this is what it should be:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	235000000	Locked
Ranged Upstream Channel (Hz)	32600044	Locked
Provisioning State	Online

hannel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	235000000	-1.2	40	256 qam	13
2	139000000	-3.2	38	256 qam	1
3	147000000	-2.9	38	256 qam	2
4	155000000	-2.5	40	256 qam	3
5	163000000	-2	38	256 qam	4
6	171000000	-1.2	40	256 qam	5
7	179000000	-1.5	40	256 qam	6
8	187000000	-1.9	40	256 qam	7
9	195000000	-1.7	40	256 qam	8
10	203000000	-1.5	40	256 qam	9
11	211000000	-1.5	40	256 qam	10
12	219000000	-1	40	256 qam	11
13	227000000	-1.4	40	256 qam	12
14	243000000	-1.4	40	256 qam	14
15	251000000	-1.9	38	256 qam	15
16	259000000	-1.5	39	256 qam	16
17	267000000	-1.7	40	256 qam	17
18	275000000	-1.7	40	256 qam	18
19	283000000	-1.9	40	256 qam	19
20	291000000	-1.7	40	256 qam	20
21	299000000	-1.5	40	256 qam	21
22	307000000	-1.7	40	256 qam	22
23	315000000	-1.2	40	256 qam	23
24	323000000	-1.4	40	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	408	6
2	Locked	38.9	317773	13894
3	Locked	38.9	387536	587
4	Locked	40.3	106001	588
5	Locked	38.9	12846	985
6	Locked	40.3	7695	73
7	Locked	40.3	11756	246
8	Locked	40.3	6934	41
9	Locked	40.9	5544	57
10	Locked	40.3	2570	15
11	Locked	40.3	1682	21
12	Locked	40.3	1814	47
13	Locked	40.9	1120	6
14	Locked	40.3	473	1
15	Locked	38.9	387	15
16	Locked	39.8	701	0
17	Locked	40.3	627	2
18	Locked	40.3	2684	8
19	Locked	40.3	1038	0
20	Locked	40.3	507	0
21	Locked	40.3	405	0
22	Locked	40.9	353	2
23	Locked	40.3	354	1
24	Locked	40.3	439	0

[AndyB69]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600044	40	5120	64 qam	5
2	39400024	40.3	5120	64 qam	4
3	46200034	41	5120	64 qam	3
4	53700258	42.3	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	1	0

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

SFID	212792
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	212791
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

etwork Log

Time	Priority	Description
11/03/2022 15:09:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 00:18:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 00:36:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 02:48:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 15:09:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 20:30:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 19:23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 08:47:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 15:42:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 02:54:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 00:38:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 22:57:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 20:47:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2022 16:47:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2022 13:18:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2022 08:47:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2022 10:35:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2022 20:47:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 15:33:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 08:47:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

PostRS errors "may" bbe an issue - so can you do this...
______________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[mandas]

On the M100 fibre broadband plan, you’ll get an average download speed of 108Mbps. To put that in context, it’s enough for watching high definition video on up to 20 devices or watching ultra-HD video on 4 devices at the same time. It will also allow you to download a HD-quality movie in around 5 minutes. Because of this, the vast majority of UK households will find that M100 is already fast enough for their usage.

[David_Bn · Accepted solution]

Good Morning @AndyB69, thanks for your post on our Community Forums. and a very warm welcome to you!

Sorry to hear of the slow speeds on the broadband services, how has the service performed over the course of the weekend? 

Can you please perform a pin hole reset on the hub to see if the improves the service for you?

This will return the hub to factory settings, but may help improve the performance of the hub.

After this has been performed, it may also be worth running a speed test (via a Cat 6 Ethernet cable) with the hub in modem mode - this will tell us what speed we have going into your property.

If this reads as the subscribed speed (or slightly above) this may be a case of an issue with the Wi-Fi facility, or the set up of your home to accommodate a Wi-Fi connection.

If this is below the subscribed speed, this may be an issue outside the property that needs to be rectified

Kindest regards,

David_Bn

[AndyB69]

Many thanks for your reply and guidance David -  I will do the reset this eveing once I have finished work and see if this improves things.  I find that everyday we lose internet & Wifi connection completely, usually for a few minutes and normally late at night.  Hopefully a reset will address this too

I will post an update once done

Thanks again

A

[Travis_M]

Hi @AndyB69

Thanks for posting on our community forum!

Please do keep us updated how you get on after trying the reset and we'll investigate further from here.

Regards

[AndyB69]

Hi Travis, will do, I have had to hold off from any reset as I've had some big pieces of work to complete - will do tonight and post tomorrow with update

Many thanks

Andy

[AndyB69]

Hi Travis

I preformed the reset last night and then set up my home networks again - I'm now getting 65MBps Down & 36MBps Up across a WiFi network - much better than it was.

I haven't got a cable with which to test direct but I will get one at the weekend and see what speeds I am getting at the Hub3

Many thanks for your help

Andy

[Travis_M]

Hi @AndyB69

Thanks for the reply!
 

Please do keep us updated with how you get on and we can investigate further from here 🙂

Regards