Menu
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
575 Views
Message 1 of 8
Flag for a moderator

M500 - Download, ok-ish. Upload slow to almost stopped, regular packet loss showing on BQM

I am on the M500 package, and sometimes I do get 500Mb download speed (as measured by Ookla speedtest Win10 app, wired PC), but very rarely get as much as 10Mb upload speeds (and that is at 10pm) - occasionally I do get a faster upload , even up to the 37Mb that is configured on the router!

During the day, this upload speed can be as low as as 1-2Mb.
Working from home, I need to use Skype/MS Teams a lot, and audio quality is frequently poor - video is almost impossible - during the day. My wife is also working from home, but does not need to use audio calls as much, but has also had the same issue.
I use a Surface Pro on Wifi, and have already maximised the Wifi signal - my monitor is showing -70db and no interference, the Surface Pro shows a 5 bar signal.

I thought it was a poorly hub (when I was on the phone to VM, I was told that there was an issue that needed an engineer visit - all that happened was a replacement Hub.

This did not improve the performance at all.
I have setup a BQM graph.
I am not an expert, but I do not think a persistent packet loss of 5-15% (consistent for the last 14 days) is very conducive to a reasonable performance - and that this means it is a waste of time for me to look at the wifi settings any more.

Posting this on here hoping that a VM tech will be able to see this and get me to the right resolution group, rather than wasting time with the call centre scripts.

I have already tried the Broadband test on the VM profile page - it runs as far as 25%, then jumps to 100% and reports that "something's gone wrong with the test", and no further feedback.

All cables are tightened up - I have broken and remade connections just in case - no change

Argy_0-1595972490048.png

 

 

 

0 Kudos
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
572 Views
Message 2 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Refresh data

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

258750000

Locked

Ranged Upstream Channel (Hz)

53700034

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

258750000

2.7

40

256 qam

16

2

202750000

3.2

40

256 qam

9

3

210750000

3

40

256 qam

10

4

218750000

3

40

256 qam

11

5

226750000

3.2

40

256 qam

12

6

234750000

3.2

40

256 qam

13

7

242750000

3

40

256 qam

14

8

250750000

2.9

40

256 qam

15

9

266750000

2.9

40

256 qam

17

10

274750000

2.5

40

256 qam

18

11

282750000

2.4

40

256 qam

19

12

290750000

2.7

40

256 qam

20

13

298750000

3.2

40

256 qam

21

14

306750000

3

40

256 qam

22

15

314750000

2.7

40

256 qam

23

16

322750000

2.5

40

256 qam

24

17

330750000

2.4

40

256 qam

25

18

370750000

2

40

256 qam

26

19

378750000

2

40

256 qam

27

20

386750000

2

40

256 qam

28

21

394750000

1.7

40

256 qam

29

22

402750000

1.5

40

256 qam

30

23

410750000

1.7

40

256 qam

31

24

418750000

1.7

40

256 qam

32

 

0 Kudos
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
571 Views
Message 3 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

4691

0

2

Locked

40.9

48137

6

3

Locked

40.3

86766

5

4

Locked

40.9

8600

0

5

Locked

40.9

328

0

6

Locked

40.9

1817

0

7

Locked

40.3

480

0

8

Locked

40.3

352

0

9

Locked

40.3

7192

0

10

Locked

40.9

10833

0

11

Locked

40.3

35093

0

12

Locked

40.3

63257

0

13

Locked

40.9

69487

0

14

Locked

40.3

55781

0

15

Locked

40.9

14648

0

16

Locked

40.3

572

0

17

Locked

40.3

914

0

18

Locked

40.3

203

0

19

Locked

40.9

197

0

20

Locked

40.9

175

0

21

Locked

40.9

113

0

22

Locked

40.9

160

0

23

Locked

40.9

136

0

24

Locked

40.9

144

0

 

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700034

4.15

5120

64 qam

5

2

25800000

4

5120

64 qam

4

3

32600048

4

5120

64 qam

3

4

39400031

4

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

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

7dsfd;kfoA,.iyewrkld




Primary Downstream Service Flow

SFID

5824

Max Traffic Rate

575000000

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

5823

Max Traffic Rate

38520000

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

27/07/2020 16:14:0

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2020 07:43:14

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2020 23:01:52

notice

DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2020 23:01:52

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2020 03:20:34

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 21:14:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 03:09:20

notice

DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 03:09:20

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 02:10:13

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 01:18:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 19:16:47

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/07/2020 12:51:6

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 19:39:17

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2020 16:25:24

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/07/2020 04:51:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/07/2020 00:01:6

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 23:59:11

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 23:59:10

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 23:43:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 23:43:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

0 Kudos
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
400 Views
Message 4 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Today's has been bad. Regular 20%+ packet losses all afternoon.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/88ddb5efea7ff22e28c7904699132067d5e5c35f-30-07-2020
0 Kudos
Reply
Highlighted
  • 14.26K
  • 590
  • 1.37K
Alessandro Volta
381 Views
Message 5 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Power levels would be fine even with packet loss your having so it looks.

likely noise on the line for upstream and your modulation is not backing down yet no T# timeout.

run cmd
ping -n 200 194.168.4.100

---------------------------------------------------------------
0 Kudos
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
361 Views
Message 6 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Stats at 08:30 this morning

Ping statistics for 194.168.4.100: (default)
Packets: Sent = 200, Received = 195, Lost = 5 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 27ms, Average = 8ms


Ping statistics for 194.168.4.100: (500 byte packets)
Packets: Sent = 200, Received = 181, Lost = 19 (9% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 28ms, Average = 9ms

 

 
 

 

0 Kudos
Reply
Highlighted
  • 2.97K
  • 176
  • 235
Forum Team
Forum Team
303 Views
Message 7 of 8
Flag for a moderator

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Hi Argy,

 

Thanks for posting, sorry to see you're having some issues with the speeds.

 

I'm not able to locate any details from your forum information so I've popped you over a private message (purple envelope, top right hand corner) so I can take a closer look.

 

Alex_Rm

0 Kudos
Reply
Highlighted
  • 651
  • 69
  • 178
Rising star
259 Views
Message 8 of 8
Flag for a moderator
Helpful Answer

Re: M500 - Download, ok-ish. Upload slow to stop, regular packet loss showing on BQM

Thanks Alex
Had already managed to get an engineer visit booked today.

Basically replaced every cable from the box on the outside of the house to both Tivos and router.
Speeds all fully proved, all packet losses have stopped and my Teams & Skype calls are now working as they should with no dropout at all.

I have now got the broadband back that I have been paying for - shame it seems so difficult to get problems resolved.

 

Argy_0-1596475331692.png

 

0 Kudos
Reply