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simcom
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New M350 install low speeds

Hi

We started using VM for broadband and TV just over a week ago with the M350 package (QuickStart self-install), and got better than advertised speeds for the first couple of days before they dropped significantly (normally well under 100Mbps download and 15Mbps upload now). I've tried the initial steps of reboot/factory reset/test using ethernet with no change.

Pasted the hub's stats below - any initial advice would be appreciated! Many thanks 😊

*****

Downstream bonded channels

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

1411000000-1.238256 qam1
2419000000-1.737256 qam2
3427000000-1.538256 qam3
4435000000-1.737256 qam4
5443000000-1.538256 qam5
6451000000-1.238256 qam6
7459000000-138256 qam7
8467000000-1.238256 qam8
9475000000-138256 qam9
10483000000-1.238256 qam10
11491000000-1.238256 qam11
12499000000-1.538256 qam12
13507000000-138256 qam13
14515000000-138256 qam14
15523000000-138256 qam15
16531000000-1.438256 qam16
17539000000-1.538256 qam17
18547000000-1.738256 qam18
19555000000-1.738256 qam19
20563000000-1.537256 qam20
21571000000-1.738256 qam21
22579000000-1.737256 qam22
23587000000-1.537256 qam23
24595000000-1.238256 qam24



Downstream bonded channels

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

1Locked38.600
2Locked37.640
3Locked38.660
4Locked37.600
5Locked38.640
6Locked38.950
7Locked38.660
8Locked38.600
9Locked38.650
10Locked38.650
11Locked38.650
12Locked38.600
13Locked38.660
14Locked38.960
15Locked38.650
16Locked38.660
17Locked38.640
18Locked38.9100
19Locked38.650
20Locked37.650
21Locked38.690
22Locked37.300
23Locked37.650
24Locked38.600

 

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simcom
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Message 2 of 21
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Re: New M350 install low speeds

Remaining stats:

Upstream bonded channels

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

1394000004.5512064 qam6
2462000004.525512064 qam5
3326000004.475512064 qam7
4258000004.4512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

08/10/2020 09:04:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 08:21:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 08:13:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 05:12:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:57:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 14:01:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 00:03:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 21:32:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 08:33:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 00:16:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 22:16:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 21:58:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 21:18:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 20:50:9noticeSW download Successful - Via Config file
29/09/2020 20:47:59noticeSW Download INIT - Via Config file
01/01/1970 00:01:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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newapollo
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Message 3 of 21
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Re: New M350 install low speeds

Hi simcom,

The stats look OK, however I'm not sure about the T3 timeouts in the network logs. One of the guru's will be able to advise on that.

Have you checked that all connections are tight, especially the coaxial cable?

It might be worthwhile doing the following:-

Looked at Check service status at the top of the page, and see if any issues are showing.You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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simcom
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Message 4 of 21
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Re: New M350 install low speeds

Thanks for your quick reply and taking a look!

All the interior cables seem good but I will check the exterior ones as well to make sure.

I have also checked the service status and apparently there aren't any issues.
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MikeRobbo
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Message 5 of 21
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Re: New M350 install low speeds

Recheck the 'Service Status' every couple of hours, it doesn't update very quickly.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
simcom
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Message 6 of 21
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Re: New M350 install low speeds

Three weeks in now, still not great. The below is a typical speed test result from VM's own page - this is for a supposedly M350 service. (Image still being approved but basically 85 Mbps Down and 3.5 Mbps Up).

Service status still saying no reported problems and keep going round in circles with customer service who suggest pinhole reset of router etc. with no change.

Will post latest router stats below in case anyone has any ideas. Thanks!

simcom_0-1603707730827.png

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simcom
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Re: New M350 install low speeds

Downstream bonded channels

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

1539000000-0.538256 qam17
2411000000-1.538256 qam1
3419000000-1.738256 qam2
4427000000-1.438256 qam3
5435000000-1.238256 qam4
6443000000-138256 qam5
7451000000-0.938256 qam6
8459000000-0.438256 qam7
9467000000-0.738256 qam8
10475000000-0.538256 qam9
11483000000-0.538256 qam10
12491000000-0.538256 qam11
13499000000-0.738256 qam12
14507000000-0.438256 qam13
15515000000-0.538256 qam14
16523000000038256 qam15
17531000000-0.438256 qam16
18547000000-138256 qam18
19555000000-0.938256 qam19
20563000000-0.937256 qam20
21571000000-1.238256 qam21
22579000000-1.237256 qam22
23587000000-0.937256 qam23
24595000000-0.437256 qam24

 

Downstream bonded channels

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

1Locked38.980
2Locked38.610
3Locked38.650
4Locked38.670
5Locked38.600
6Locked38.660
7Locked38.650
8Locked38.950
9Locked38.610
10Locked38.970
11Locked38.650
12Locked38.650
13Locked38.600
14Locked38.660
15Locked38.900
16Locked38.650
17Locked38.640
18Locked38.6130
19Locked38.650
20Locked37.660
21Locked38.600
22Locked37.610
23Locked37.660
24Locked37.350
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simcom
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Message 8 of 21
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Re: New M350 install low speeds

Upstream bonded channels

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

1394000004.6512064 qam6
2462000004.675512064 qam5
3326000004.6512064 qam7
4257998784.6512064 qam8

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

25/10/2020 07:40:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 05:11:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 16:41:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 02:14:10ErrorSW Upgrade Failed Before Download - Server not Present
22/10/2020 02:13:25noticeSW Download INIT - Via NMS
21/10/2020 03:08:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 13:18:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 07:35:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 05:21:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 20:52:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 11:16:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 09:46:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 09:35:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 17:05:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 14:14:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 12:35:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:04:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 08:21:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 9 of 21
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Re: New M350 install low speeds

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
simcom
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Message 10 of 21
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Re: New M350 install low speeds

Many thanks - BQM created and link as follows:

My BQM 

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