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drsmalls
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M600 speeds collapsed

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? 

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drsmalls
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Re: M600 speeds collapsed

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

1298750000-5.938256 qam21
2138750000-4.738256 qam1
3146750000-5.238256 qam2
4154750000-4.938256 qam3
5162750000-538256 qam4
6170750000-4.938256 qam5
7178750000-4.738256 qam6
8186750000-538256 qam7
9194750000-5.238256 qam8
10202750000-5.538256 qam9
11210750000-638256 qam10
12218750000-5.938256 qam11
13226750000-638256 qam12
14234750000-638256 qam13
15242750000-5.738256 qam14
16250750000-5.738256 qam15
17258750000-5.738256 qam16
18266750000-5.938256 qam17
19274750000-638256 qam18
20282750000-5.938256 qam19
21290750000-6.238256 qam20
22306750000-5.738256 qam22
23314750000-638256 qam23
24322750000-5.738256 qam24



Downstream bonded channels

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

1Locked38.660
2Locked38.960
3Locked38.970
4Locked38.950
5Locked38.950
6Locked38.970
7Locked38.960
8Locked38.950
9Locked38.950
10Locked38.650
11Locked38.960
12Locked38.960
13Locked38.660
14Locked38.950
15Locked38.940
16Locked38.670
17Locked38.950
18Locked38.680
19Locked38.970
20Locked38.960
21Locked38.940
22Locked38.970
23Locked38.990
24Locked38.96

0

 

Upstream bonded channels

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

13260000051512064 qam9
23940000051512064 qam4
34620000051512064 qam3
42580004951512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Network Log

Time Priority Description

19/08/2021 07:06:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 16:47:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 20:43:25Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2021 07:19:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 19:58:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Alessandro Volta
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Message 3 of 15
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Re: M600 speeds collapsed

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.

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Hayley_S
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Re: M600 speeds collapsed

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
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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Hayley_S
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Message 5 of 15
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Helpful Answer

Re: M600 speeds collapsed

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,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


drsmalls
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Message 6 of 15
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Re: M600 speeds collapsed

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 🙂

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Andrew-G
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Alessandro Volta
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Message 7 of 15
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Re: M600 speeds collapsed

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
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Message 8 of 15
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Re: M600 speeds collapsed

Can you repost your stats and log.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG108S 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
drsmalls
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Message 9 of 15
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Re: M600 speeds collapsed

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

1330750000-0.240256 qam25
2234750000040256 qam13
3242750000040256 qam14
4250750000040256 qam15
5258750000040256 qam16
6266750000-0.240256 qam17
7274750000040256 qam18
8282750000-0.240256 qam19
9290750000-0.238256 qam20
10298750000038256 qam21
11306750000040256 qam22
12314750000-0.240256 qam23
13322750000-0.240256 qam24
14338750000-0.240256 qam26
15346750000-0.440256 qam27
16354750000-0.540256 qam28
17362750000-0.740256 qam29
18370750000-0.740256 qam30
19378750000-0.740256 qam31
20386750000-0.940256 qam32
21394750000-0.740256 qam33
22402750000-0.540256 qam34
23410750000-0.540256 qam35
24418750000-0.940256 qam36



Downstream bonded channels

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

1Locked40.300
2Locked40.300
3Locked40.350
4Locked40.300
5Locked40.350
6Locked40.900
7Locked40.350
8Locked40.350
9Locked38.960
10Locked38.950
11Locked40.350
12Locked40.350
13Locked40.940
14Locked40.340
15Locked40.340
16Locked40.350
17Locked40.360
18Locked40.350
19Locked40.350
20Locked40.3130
21Locked40.960
22Locked40.350
23Locked40.3100
24Locked40.300

 

Upstream bonded channels

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

16030000049.8512064 qam1
24620000049512064 qam3
33940000048.8512064 qam4
45370000049.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

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drsmalls
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Re: M600 speeds collapsed

Network Log

Time Priority Description

01/01/1970 00:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 20:37:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:48:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:44:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:44:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:44:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:27:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:17:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:16:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:16:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 08:09:5noticeSW download Successful - Via Config file
24/08/2021 08:07:11noticeSW Download INIT - Via Config file
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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