Menu
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
605 Views
Message 1 of 15
Flag for a moderator

New m200 customer - 10 mbps speed

Hi there, I'm a new Virgin Customer and have setup everything according to the manuals and set up guides, all pretty straightforward. 

 

It's been checked, reset, double checked and tested with the online tester, no listed outages in my area, all the rooms in the house checked, full signal strength...  nice solid white light on the router, yet all im getting is about 8 - 10mbps

Pretty disappointed. Can I get some help to resolve this please? 

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
600 Views
Message 2 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

On what devices and are they connected by ethernet cable or wifi?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
588 Views
Message 3 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

via WiFi here are the logs

 

Downstream bonded channels

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

113900000015.340256 qam1
214700000015.440256 qam2
315500000015.340256 qam3
416300000015.340256 qam4
517100000015.340256 qam5
61790000001540256 qam6
71870000001540256 qam7
819500000014.940256 qam8
920300000014.540256 qam9
1021100000014.440256 qam10
112190000001440256 qam11
1222700000013.940256 qam12
1323500000013.940256 qam13
1424300000013.540256 qam14
1525100000013.540256 qam15
1625900000013.540256 qam16
1726700000013.340256 qam17
1827500000013.440256 qam18
1928300000013.140256 qam19
2029100000013.440256 qam20
2129900000013.340256 qam21
2230700000013.340256 qam22
233150000001340256 qam23
2432300000012.840256 qam24



Downstream bonded channels

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

1Locked40.350
2Locked40.350
3Locked40.340
4Locked40.350
5Locked40.950
6Locked40.350
7Locked40.950
8Locked40.370
9Locked40.950
10Locked40.350
11Locked40.360
12Locked40.960
13Locked40.370
14Locked40.300
15Locked40.950
16Locked40.340
17Locked40.960
18Locked40.950
19Locked40.360
20Locked40.950
21Locked40.350
22Locked40.350
23Locked40.940
24Locked40.370
0 Kudos
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
585 Views
Message 4 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000004.15512064 qam8
2394000004.025512064 qam10
3462000004.075512064 qam9
4603000004.2512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000

 

 

Network LogTime Priority Description
22/07/2020 15:21:31noticeLAN 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;
22/07/2020 14:13:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 13:50:0noticeSW download Successful - Via Config file
22/07/2020 13:48:11noticeSW Download INIT - Via Config file
01/01/1970 00:02:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 17:21:29noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 17:11:40noticeSW download Successful - Via Config file
09/07/2020 17:06:1noticeSW Download INIT - Via Config file
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 15:01:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 15:01:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 15:01:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 15:01:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 15:01:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2020 17:26:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2020 02:58:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 20:23:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 15:28:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 00:39:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
579 Views
Message 5 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

Your down power levels are all way out of spec (max is 10dBmV) so you will need a VM tech visit to adjust these. Either call it in - they are still picking up - or wait here a few days for a VM tech to respond

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
574 Views
Message 6 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

That's very kind of you to answer so quick! Much appreciated!

What are these excessive amounts usually attributed to?

currently on hold on the phone!

 

0 Kudos
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
558 Views
Message 7 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

So I done a little looking about, the last engineer that was here was quite a while ago when we had Virgin before, he had attached a 10 db attenuator to bring the Downstream within spec, adding this back on -  it's now sitting at 69mbps Download and 11.3 upload -  While this is greatly improved it's still nowhere near the minimum 100mbps minimum....

 

Any further help would be much appreciated!

Downstream bonded channels

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

11390000005.840256 qam1
21470000005.538256 qam2
3155000000640256 qam3
41630000005.840256 qam4
51710000005.640256 qam5
61790000005.540256 qam6
71870000005.438256 qam7
8195000000540256 qam8
92030000004.640256 qam9
102110000004.540256 qam10
112190000003.940256 qam11
12227000000440256 qam12
132350000003.740256 qam13
142430000003.738256 qam14
152510000003.440256 qam15
162590000003.438256 qam16
172670000003.538256 qam17
182750000003.440256 qam18
19283000000340256 qam19
202910000003.240256 qam20
212990000003.538256 qam21
223070000003.440256 qam22
233150000003.238256 qam23
243230000002.738256 qam24



Downstream bonded channels

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

1Locked40.350
2Locked40.350
3Locked40.340
4Locked40.350
5Locked40.950
6Locked40.350
7Locked40.950
8Locked40.370
9Locked40.950
10Locked40.350
11Locked40.360
12Locked40.960
13Locked40.370
14Locked40.300
15Locked40.950
16Locked40.340
17Locked40.960
18Locked40.950
19Locked40.360
20Locked40.950
21Locked40.350
22Locked40.350
23Locked40.940
24Locked40.370
0 Kudos
Reply
Anonymous
Not applicable
552 Views
Message 8 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

Could you post the upstream tab as it stands now?

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
542 Views
Message 9 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

Also you cant rely on wifi tests you need to connect on a Cat5e or better ethernet cable that is connected directly to the Hub that you have put into modem mode. Can you try that and report back.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Kyle_rs
  • 9
  • 0
  • 0
Joining in
522 Views
Message 10 of 15
Flag for a moderator

Re: New m200 customer - 10 mbps speed

I can do - Let me pull my old Dell laptop from the dark ages out and report back

0 Kudos
Reply