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stuchop
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M600 Broadband Speed fluctuating

Have recently upgraded to M600 but not getting anywhere near the guaranteed speeds - typically in range 190-260.

I have followed all instructions to check cabling, reboot, restart, etc and ring on numerous occasions as well as registering a complaint.

on occasions the speed has improved by whatever the person on the end of the phone has done, however this soon reverts back to the lower speeds

no offer of beginner to look at this however virgin happy to have taken the additional payments for the upgrade, and part of sales pitch was with the home works service you will get next day service for any broadband issues.

any thoughts how I can get someone to take notice and own the fact I have a problem?

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Andrew-G
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Message 2 of 26
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Re: M600 Broadband Speed fluctuating

Connect to the hub by clicking on this link http://192.168.0.1/

That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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stuchop
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Re: M600 Broadband Speed fluctuating

Hi Andrew, 

Downstream 

Downstream bonded channels

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

14110000004.638256 qam1
24190000004.538256 qam2
34270000004.538256 qam3
44350000004.538256 qam4
54430000004.538256 qam5
64510000004.438256 qam6
74590000004.438256 qam7
84670000004.338256 qam8
9475000000438256 qam9
104830000003.738256 qam10
114910000003.738256 qam11
124990000003.438256 qam12
135070000003.438256 qam13
145150000003.738256 qam14
155230000003.738256 qam15
165310000003.738256 qam16
175390000003.738256 qam17
185470000003.738256 qam18
195550000003.938256 qam19
205630000003.938256 qam20
21571000000438256 qam21
225790000003.738256 qam22
235870000003.738256 qam23
245950000003.438256 qam24

 

UPSTREAM 

Upstream bonded channels

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

16030000049.3512064 qam1
23940000048.5512064 qam4
34620000048.5512064 qam3
45370000048.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts  

1ATDMA0000 
2ATDMA0010 
3ATDMA0000 
4ATDMA0000 

 

Network Log 

Network Log

Time Priority Description

18/06/2021 08:43:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:41:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:40:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:23:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:21:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:15:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 05:02:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:36:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 14:21:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:38:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 16:34:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:28:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 14:28:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 11:20:40noticeTouchstone SW Upgrade Reboot Delayed due to Call in Progress;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 21:37:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 19:41:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 10:31:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 09:34:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 02:33:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 21:34:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

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lotharmat
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Message 4 of 26
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Re: M600 Broadband Speed fluctuating

Can you post the other log from the DOwnstrem tab (it has the Errors on it)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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stuchop
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Re: M600 Broadband Speed fluctuating

Downstream bonded channels

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

1Locked38.6205225
2Locked38.9199208
3Locked38.9228198
4Locked38.6199207
5Locked38.6211213
6Locked38.9207197
7Locked38.9186194
8Locked38.6235188
9Locked38.6198203
10Locked38.6193178
11Locked38.6222179
12Locked38.6251197
13Locked38.6223197
14Locked38.6228169
15Locked38.9244195
16Locked38.6290195
17Locked38.9284194
18Locked38.6264142
19Locked38.9220170
20Locked38.6338192
21Locked38.9271196
22Locked38.6213162
23Locked38.6212145
24Locked38.6258192
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Andrew-G
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Message 6 of 26
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Re: M600 Broadband Speed fluctuating

Downstream error counts look high, and would affect speed.  Whilst upstream power's a bit high, it is within the accepted range, and there's little else that looks out of kilter.  What we need you to do now is to reboot the hub in order to zero the error counters, leave the hub to its own devices and use normally for 12 or 24 hours, and then re-post the downstream error counts (may as well do the rest of the hub status data while you're at it).

That'll show if the errors were a historic event, or whether they're a continuing issue.  The other thing is to describe how you're measuring speed (device and connection).

 

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stuchop
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Message 7 of 26
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Re: M600 Broadband Speed fluctuating

Thanks I have rebooted; I have also been round and checked all connections again  - there are a lot between entering the house and modem which may of course impact

will leave and run again

so I have been measuring speed using ookla through mobile devices daily but also Ethernet cabled to a laptop weekly

i have also set up a broadband checker on think broadband; it’s my day off and wet so have the time to look at these things

thanks for your help so far 

 

 

 

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stuchop
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Message 8 of 26
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Re: M600 Broadband Speed fluctuating

So update 24 hours on as below

Downstream bonded channels

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

1411000000538256 qam1
24190000004.838256 qam2
34270000004.938256 qam3
44350000004.638256 qam4
54430000004.838256 qam5
64510000004.638256 qam6
74590000004.638256 qam7
84670000004.538256 qam8
94750000004.338256 qam9
10483000000438256 qam10
114910000003.738256 qam11
124990000003.538256 qam12
135070000003.738256 qam13
14515000000438256 qam14
155230000003.938256 qam15
165310000003.938256 qam16
17539000000438256 qam17
18547000000438256 qam18
19555000000438256 qam19
20563000000438256 qam20
21571000000438256 qam21
225790000003.938256 qam22
235870000003.738256 qam23
245950000003.538256 qam24



Downstream bonded channels

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

1Locked38.61110
2Locked38.91110
3Locked38.91070
4Locked38.91280
5Locked38.61470
6Locked38.61470
7Locked38.91810
8Locked38.61740
9Locked38.61980
10Locked38.92320
11Locked38.62530
12Locked38.93160
13Locked38.93560
14Locked38.92980
15Locked38.63140
16Locked38.93230
17Locked38.93600
18Locked38.64580
19Locked38.93730
20Locked38.94090
21Locked38.63870
22Locked38.64300
23Locked38.64090
24Locked38.95360

 

Upstream bonded channels

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

16030000049.8512064 qam1
23940000048.8512064 qam4
34620000048.8512064 qam3
45370000049.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010

 

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stuchop
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Message 9 of 26
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Re: M600 Broadband Speed fluctuating

Network Log

Time Priority Description

18/06/2021 14:04:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:55:5criticalReceived 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;
18/06/2021 13:55:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:54:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:54:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:54:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 13:54:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 10:23:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:43:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:41:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:40:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:23:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:21:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 06:15:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 05:02:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:36:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 14:21:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 10:38:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 16:34:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 19:28:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 10 of 26
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Re: M600 Broadband Speed fluctuating

Latest hub stats look OK, but the network log is very poor, and the time distribution makes it look unlikely that they're all due to you fiddling with connections.  I'll mark this for staff to take a look and advise.

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