on 19-08-2021 20:45
I have been happy with the service for a while now and last year I upgraded to M600 Fibre Broadband.
Sometime in the last two weeks though my speeds have dropped to 70-80mb max and the slowdown does seem to be replicated in slower real internet use (rather than just being a speedtest.net drop) when previously I could hit around 650 easily, both wired and wireless.
Rebooting the VM router does get me back to 650~ for around half an hour and then it drops back to 70-80mb.
Any thoughts on what could be happening?
Answered! Go to Answer
on 23-08-2021 09:20
Thank you for talking to me in a private message @drsmalls,
I have booked an engineer for you, please check the appointment on your online account 🙂
I hope this is okay for you, let me know if you need it changing.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 19-08-2021 20:47
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 298750000 | -5.9 | 38 | 256 qam | 21 |
2 | 138750000 | -4.7 | 38 | 256 qam | 1 |
3 | 146750000 | -5.2 | 38 | 256 qam | 2 |
4 | 154750000 | -4.9 | 38 | 256 qam | 3 |
5 | 162750000 | -5 | 38 | 256 qam | 4 |
6 | 170750000 | -4.9 | 38 | 256 qam | 5 |
7 | 178750000 | -4.7 | 38 | 256 qam | 6 |
8 | 186750000 | -5 | 38 | 256 qam | 7 |
9 | 194750000 | -5.2 | 38 | 256 qam | 8 |
10 | 202750000 | -5.5 | 38 | 256 qam | 9 |
11 | 210750000 | -6 | 38 | 256 qam | 10 |
12 | 218750000 | -5.9 | 38 | 256 qam | 11 |
13 | 226750000 | -6 | 38 | 256 qam | 12 |
14 | 234750000 | -6 | 38 | 256 qam | 13 |
15 | 242750000 | -5.7 | 38 | 256 qam | 14 |
16 | 250750000 | -5.7 | 38 | 256 qam | 15 |
17 | 258750000 | -5.7 | 38 | 256 qam | 16 |
18 | 266750000 | -5.9 | 38 | 256 qam | 17 |
19 | 274750000 | -6 | 38 | 256 qam | 18 |
20 | 282750000 | -5.9 | 38 | 256 qam | 19 |
21 | 290750000 | -6.2 | 38 | 256 qam | 20 |
22 | 306750000 | -5.7 | 38 | 256 qam | 22 |
23 | 314750000 | -6 | 38 | 256 qam | 23 |
24 | 322750000 | -5.7 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 6 | 0 |
2 | Locked | 38.9 | 6 | 0 |
3 | Locked | 38.9 | 7 | 0 |
4 | Locked | 38.9 | 5 | 0 |
5 | Locked | 38.9 | 5 | 0 |
6 | Locked | 38.9 | 7 | 0 |
7 | Locked | 38.9 | 6 | 0 |
8 | Locked | 38.9 | 5 | 0 |
9 | Locked | 38.9 | 5 | 0 |
10 | Locked | 38.6 | 5 | 0 |
11 | Locked | 38.9 | 6 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.6 | 6 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 38.9 | 4 | 0 |
16 | Locked | 38.6 | 7 | 0 |
17 | Locked | 38.9 | 5 | 0 |
18 | Locked | 38.6 | 8 | 0 |
19 | Locked | 38.9 | 7 | 0 |
20 | Locked | 38.9 | 6 | 0 |
21 | Locked | 38.9 | 4 | 0 |
22 | Locked | 38.9 | 7 | 0 |
23 | Locked | 38.9 | 9 | 0 |
24 | Locked | 38.9 | 6 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 51 | 5120 | 64 qam | 9 |
2 | 39400000 | 51 | 5120 | 64 qam | 4 |
3 | 46200000 | 51 | 5120 | 64 qam | 3 |
4 | 25800049 | 51 | 5120 | 64 qam | 10 |
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 |
Network Log
Time Priority Description
19/08/2021 07:06:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/08/2021 16:47:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/08/2021 20:43:25 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/08/2021 07:19:20 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/08/2021 19:58:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 20-08-2021 07:44
Looks to me like your downstream power levels are too low. I've marked for staff to advise; Could be an area fault already under investigation, could be unique to your line and requiring a tech visit. If a visit is required they can book one for you, and you can avoid dealing with VM's famous telephone support.
on 20-08-2021 12:18
Hello @drsmalls,
Welcome back to the community page, thank you for posting on here.
I am sorry to see that you are having issues with your internet service.
You could have a possible downstream problem, I will need to book an engineer for you. I will send you a private message so I can investigate this for you.
Please look out for a plum envelope at the top right of your page.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 23-08-2021 09:20
Thank you for talking to me in a private message @drsmalls,
I have booked an engineer for you, please check the appointment on your online account 🙂
I hope this is okay for you, let me know if you need it changing.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 25-08-2021 16:49
The very helpful engineer has been and power levels have been fixed.
However the speed hasn't improved and the engineer told me he'd have to raise the issue with the network team as apparently there has been a string of problems like this happening recently in Harrogate.
I don't know if anyone on the staff here can check whether this area issue is known and being investigated - I'm still here on 75mb and paying for 650mb 🙂
on 25-08-2021 17:02
If you're seeing 75 Mbps on a wired connection to a device you know is capable of more, and those speeds are still after you've tried the usual restart cure-all, then take a screenshot as evidence, do that tomorrow and the day after, and use those to invoke the VM minimum speed guarantee, which requires them to fix it in 30 days or release you from any contract minimum term without penalty.
Of course, if VM turn round and say "OK then, cancel", you either accept the sluggish performance and hope that whatever's broken heals through some natural process, or you up-sticks and take your next best ISP option.
on 25-08-2021 17:04
on 26-08-2021 16:17
Good tip on the speed guarantee. As luck would have it CityFibre have just dug our street up and installed proper FTTP so I have lots of options if VM can't rectify things.
As for new logs... see below.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -0.2 | 40 | 256 qam | 25 |
2 | 234750000 | 0 | 40 | 256 qam | 13 |
3 | 242750000 | 0 | 40 | 256 qam | 14 |
4 | 250750000 | 0 | 40 | 256 qam | 15 |
5 | 258750000 | 0 | 40 | 256 qam | 16 |
6 | 266750000 | -0.2 | 40 | 256 qam | 17 |
7 | 274750000 | 0 | 40 | 256 qam | 18 |
8 | 282750000 | -0.2 | 40 | 256 qam | 19 |
9 | 290750000 | -0.2 | 38 | 256 qam | 20 |
10 | 298750000 | 0 | 38 | 256 qam | 21 |
11 | 306750000 | 0 | 40 | 256 qam | 22 |
12 | 314750000 | -0.2 | 40 | 256 qam | 23 |
13 | 322750000 | -0.2 | 40 | 256 qam | 24 |
14 | 338750000 | -0.2 | 40 | 256 qam | 26 |
15 | 346750000 | -0.4 | 40 | 256 qam | 27 |
16 | 354750000 | -0.5 | 40 | 256 qam | 28 |
17 | 362750000 | -0.7 | 40 | 256 qam | 29 |
18 | 370750000 | -0.7 | 40 | 256 qam | 30 |
19 | 378750000 | -0.7 | 40 | 256 qam | 31 |
20 | 386750000 | -0.9 | 40 | 256 qam | 32 |
21 | 394750000 | -0.7 | 40 | 256 qam | 33 |
22 | 402750000 | -0.5 | 40 | 256 qam | 34 |
23 | 410750000 | -0.5 | 40 | 256 qam | 35 |
24 | 418750000 | -0.9 | 40 | 256 qam | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.3 | 0 | 0 |
3 | Locked | 40.3 | 5 | 0 |
4 | Locked | 40.3 | 0 | 0 |
5 | Locked | 40.3 | 5 | 0 |
6 | Locked | 40.9 | 0 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.3 | 5 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.9 | 5 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.3 | 5 | 0 |
13 | Locked | 40.9 | 4 | 0 |
14 | Locked | 40.3 | 4 | 0 |
15 | Locked | 40.3 | 4 | 0 |
16 | Locked | 40.3 | 5 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 5 | 0 |
20 | Locked | 40.3 | 13 | 0 |
21 | Locked | 40.9 | 6 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 10 | 0 |
24 | Locked | 40.3 | 0 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 49.8 | 5120 | 64 qam | 1 |
2 | 46200000 | 49 | 5120 | 64 qam | 3 |
3 | 39400000 | 48.8 | 5120 | 64 qam | 4 |
4 | 53700000 | 49.3 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 26-08-2021 16:17
Network Log
Time Priority Description
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 20:37:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:48:20 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:44:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:44:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:44:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:27:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:17:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:16:56 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:16:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2021 08:09:5 | notice | SW download Successful - Via Config file |
24/08/2021 08:07:11 | notice | SW Download INIT - Via Config file |
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; |