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afrayed
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M600 speed abysmal

I have an M600 fibre broadband connection as part of the Ultimate Oomph package, but the speed is frequently abysmal.  It's regularly below the minimum guarantee of 315mbps and is often pitifully slow at less than 40mpbs.  See the image below for a track of the speeds over the past few weeks.

I've tried all of the "solve my issue" tips and tricks including resetting the hub and checking all the connections.  We only had the system installed less than four weeks ago on 10th April - any help would be gratefully received.  Thanks.

IMG_9738.PNG

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Andrew-G
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Re: M600 speed abysmal

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.  If you have to do this on a touchscreen device it will be substantially trickier than with a keyboard.

Then we can check for any obvious problems with power, noise or error counts on the broadband side of things.

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Re: M600 speed abysmal

Downstream bonded channels

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

14027500002.740256 qam30
22027500002.940256 qam9
32107500002.940256 qam10
42187500002.940256 qam11
52267500002.740256 qam12
62347500002.740256 qam13
7242750000340256 qam14
82507500002.740256 qam15
92587500002.740256 qam16
10266750000340256 qam17
112747500002.440256 qam18
12282750000240256 qam19
132907500002.440256 qam20
142987500002.540256 qam21
153067500002.540256 qam22
16314750000340256 qam23
17322750000340256 qam24
18330750000340256 qam25
193707500003.740256 qam26
20378750000340256 qam27
213867500003.240256 qam28
223947500003.240256 qam29
23410750000340256 qam31
244187500003.540256 qam32



Downstream bonded channels

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

1Locked40.91510
2Locked40.31820
3Locked40.33290
4Locked40.91370
5Locked40.91650
6Locked40.91520
7Locked40.91610
8Locked40.91370
9Locked40.92760
10Locked40.31570
11Locked40.31710
12Locked40.91550
13Locked40.91510
14Locked40.91740
15Locked40.31600
16Locked40.91550
17Locked40.31640
18Locked40.91480
19Locked40.31110
20Locked40.32130
21Locked40.31880
22Locked40.31570
23Locked40.31560
24Locked40.91520
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afrayed
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Re: M600 speed abysmal

Upstream bonded channels

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

16030020939.5512064 qam1
23940011937.8512064 qam4
34620016338.8512064 qam3
45370020239.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00160
2ATDMA0020
3ATDMA0050
4ATDMA0020
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Re: M600 speed abysmal

Network Log

Time Priority Description

05/05/2021 15:13:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 21:44:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 01:37:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 01:37:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:19:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:19:14criticalReceived 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;
30/04/2021 02:19:5criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:17:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:15:43criticalReceived 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;
30/04/2021 02:15:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:14:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:14:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:14:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 02:14:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 14:09:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:17:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:53:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:44:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 12:10:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 11:54:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: M600 speed abysmal

Power and noise levels are OK, but the upstream is riddled with timeout errors despite a fairly recent restart, and the network log is a work of great evil.  I'll flag for the forum staff to comment and advise, but I reckon a technician visit will be needed, and if they agree they'll be able to book that for you. 

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afrayed
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Re: M600 speed abysmal

Thank you Andrew - that's really helpful.  Let's see what Virgin come back with.  Much appreciated!

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Sasha_W
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Re: M600 speed abysmal

Hello @afrayed

 

Thanks for posting this back on here and sorry to hear you're having some issue with your speed. 

 

From taking a look at your account I can see that your current services are affected by an SNR outage which is estimated to be fixed on the 8/05/2021 at 10am. 

 

I appreciate this is very frustrating  and not ideal but we are working to get it fixed ASAP  for you. 

 

If you do have any further issues or concerns, please do let me know and I am more than happy to help you. 

 

Thanks 

Sasha - Forum Team


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afrayed
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Re: M600 speed abysmal

My speeds are still very slow and the signal continues to drop out.  Has the SNR outage been fixed?  What else can be done to resolve my issues please?  I'm current running at <50mbps so less that 10% of what I'm paying for.  Thanks.

 

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David_Bn
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Re: M600 speed abysmal

Thanks for coming back to us afrayed,

 

It appears that there is an outage in the local area running until 13:25 today

 

We apologise for any inconvenience this may cause you

 

Kindest regards,

 

David_Bn

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