Virgin Media Community

[drsmalls]

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? 

[drsmalls]

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

298750000

Locked

Ranged Upstream Channel (Hz)

32600000

Locked

Provisioning State

Online

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;

[Andrew-G]

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.

[Hayley_S]

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,

[Hayley_S · Accepted solution]

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,

[drsmalls]

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 🙂

[Andrew-G]

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.

[Roger_Gooner]

Can you repost your stats and log.

[drsmalls]

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

[drsmalls]

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;