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Spondodge
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M500 Broadband Fixed Line Ethernet Speed Slow

Hello I have been experiencing a drop off in speed today.  It was noticable during gaming via my Shadow Tech streaming connection which kept reporting latency spikes.

I did have an issue last month with my account/package and a retention deal not being correctly setup on my account. As far as I am aware this problem was resolved. I checked just now and the account management page is showing the correct broadband package.

m500.png

 

Troubleshooting completed:

  • Restored Superhub 3 to factory defaults
  • Allowed hub to restore itself and connect with no ethernet cables connected
  • Pressed pin hole reset button to restart
  • Checked Coax cable and re-seated into router
  • Restarted several times
  • Tested Different Ethernet ports
  • Tested WiFi speedtest
Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
330750000
	
Locked
Ranged Upstream Channel (Hz)	
39400000
	
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	330750000	6	38	256 qam	25
2	250750000	4.8	38	256 qam	15
3	258750000	5.1	37	256 qam	16
4	266750000	5.5	38	256 qam	17
5	274750000	5.4	38	256 qam	18
6	282750000	5.4	38	256 qam	19
7	290750000	5.6	38	256 qam	20
8	298750000	6.1	38	256 qam	21
9	306750000	6.1	38	256 qam	22
10	314750000	6	38	256 qam	23
11	322750000	5.9	38	256 qam	24
12	370750000	5.9	38	256 qam	26
13	378750000	6	38	256 qam	27
14	386750000	5.9	38	256 qam	28
15	394750000	5.4	38	256 qam	29
16	402750000	5.3	38	256 qam	30
17	410750000	5.3	38	256 qam	31
18	418750000	5	38	256 qam	32
19	426750000	5	38	256 qam	33
20	434750000	4.6	38	256 qam	34
21	442750000	4.1	38	256 qam	35
22	450750000	4.3	38	256 qam	36
23	458750000	4.4	38	256 qam	37
24	466750000	4.1	38	256 qam	38


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	1	0
2	Locked	38.6	0	0
3	Locked	37.6	6	0
4	Locked	38.9	5	0
5	Locked	38.9	6	0
6	Locked	38.6	6	0
7	Locked	38.6	5	0
8	Locked	38.9	17	0
9	Locked	38.9	5	0
10	Locked	38.6	16	0
11	Locked	38.6	0	0
12	Locked	38.6	0	0
13	Locked	38.6	7	0
14	Locked	38.9	6	0
15	Locked	38.9	5	0
16	Locked	38.6	5	0
17	Locked	38.9	5	0
18	Locked	38.6	5	0
19	Locked	38.9	16	0
20	Locked	38.6	5	0
21	Locked	38.6	19	0
22	Locked	38.6	6	0
23	Locked	38.6	6	0
24	Locked	38.6	4	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	43.5	5120	64 qam	2
2	32600000	43	5120	64 qam	3
3	46200000	43.5	5120	64 qam	1
4	53700000	44	5120	64 qam	4


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
Network Log
Time	Priority	Description
19/12/2020 20:37:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 19:48:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 19:46:55	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 19:22:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 19:13:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 18:29:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 11:43:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 03:30:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 19:06:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 17:30:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 15:19:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 09:30:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 20:53:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2020 20:54:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 00:59:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 20:46:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 12:22:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 12:22:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I have run several speedtests

speedteststhinkbroadband.png

speedtests.png

 

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Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

Speeds started returning to normal from 1am onwards. Almost feels like it was more technical ISP side than local.  Either that or I was being throttled.

 

speedtests2.png

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Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

Watched the speeds and connection stability steadily decline throughout the day. 

Judging by similar posts and experiences I am guessing there is something either on its way out or about to fail with virgin medias equipment. 

The other possibility is that perhaps this is an oversaturation/subscription problem??

bandwidthusage.png

 

My Broadband Ping - Virgin Broadband Connection

Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

I can see why there is hardly any responses to these complaints.  There is no fault here.  This is blatant traffic management going on from Virgin Medias side.  They don't have enough capacity in some areas so are limiting speeds for 18 hours a day.

I consistantly get a return to my normal download speeds during early morning hours. 

During the day the speed is throttled but not in a good way.  I would be happy with 100 download if it didn't come packaged with awful latency spikes. 

I use my connection to play games remotely via  Shadow PC conneciton.  It only needs about 45mbit for an excellent experience but the latency spikes really screws up mouse movement and bitrate while playing games.

https://www.speedtest.net/results?sh=13c1d6931395d98c8dc942da0718d27f

Spondodge_0-1609165599465.png

Update:  Currently testing Shadow in TCP mode rather than UDP.  Looks like the Homehub 3 UDP packet problem may be the cause of the latency woes.  Throttling the connection is still shady though.

Spondodge_1-1609166784240.png

 

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MikeRobbo
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Alessandro Volta
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

The "blatant traffic management" is high utilisation.

Call it in as slow speeds and if they fob you off speak to retentions and ask for a no penalty release from your contract.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

They already advised I could make an offcom complaint about the speeds and cancel penalty free. Just a bit odd that the over utilisation only began affecting me on 19th December right after renewing contract and upgrading from 350 to 500.

Previous 2 years of no problem or issues. 

I might cancel and give their business broadband package a whirl, I notice they say it’s not subject to the same traffic shaping policies as their consumer connections. 

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MikeRobbo
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Re: M500 Broadband Fixed Line Ethernet Speed Slow


@Spondodge wrote:

They already advised I could make an offcom complaint about the speeds and cancel penalty free. Just a bit odd that the over utilisation only began affecting me on 19th December right after renewing contract and upgrading from 350 to 500.

Previous 2 years of no problem or issues. 

I might cancel and give their business broadband package a whirl, I notice they say it’s not subject to the same traffic shaping policies as their consumer connections. 


Can you post a link to the page that says that please.

Ofcom do not respond to individual problems.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

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MikeRobbo
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Re: M500 Broadband Fixed Line Ethernet Speed Slow


@Spondodge wrote:

... snip ...

I notice they say it’s not subject to the same traffic shaping policies as their consumer connections. 


It doesn't say anything of the sort.

"Traffic management is not enforced on business broadband connections but to protect bandwidths and speeds we operate a fair use policy which is detailed within our   and can be viewed on our website."


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Spondodge
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Re: M500 Broadband Fixed Line Ethernet Speed Slow

Traffic management is enforced on one and not on the other that’s a different policy.

I don’t understand what your arguing against to be honest. 

D608548B-2AA5-4F19-ABEB-83824577A0DB.jpeg

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