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New user - Purchased 350MB getting under 200MB

Using speedtest.net via an ethernet connection i'm seeing performance vary between 40MB and 200MB ,never more than 200MB even if I boot everyone else off the router.  The pre-test at sign-up indicated the range went up to 350MB hence purchased the larger package, but if i'm never getting more than 200MB download seems pointless to be on the larger package.  Installation was done 6 days ago - enough time to stabilize.  Any steps to take to improve performance?  is there a min speed guarantee? whats the process to move onto the 200MB package? and will moving onto the lower package impact performance/contention/latency etc.?  If you guys want logs, please guide me on how to get them thanks. James

 

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Alessandro Volta
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Re: New user - Purchased 350MB getting under 200MB

What device are you Speedtesting with?


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Re: New user - Purchased 350MB getting under 200MB

Laptop win10 core i5 8350u 8gb ram 64-bit 

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Re: New user - Purchased 350MB getting under 200MB

Are you wired direct to the hub and not via any powerline adaptors or a switch etc?


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Re: New user - Purchased 350MB getting under 200MB

Wired direct by Ethernet cable to the router.

no powerline adaptors or a switch Etc

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Re: New user - Purchased 350MB getting under 200MB

Not recommending any particular course of action, but I would point out that you have 14 days from installation to cancel without penalty.  Beyond that you'll either have to pay an eye watering "early termination fee", or be locked in for a further twelve months.

I suggest you try a conditional cancellation, where you tell VM that that you're cancelling here and now unless they promise to (a) provide the full contracted speed, and (b) given that this will take a few days, that they must agree that your 14 day cancellation window starts only when they deliver a 350 Mbps speed on one of your devices.  

If it all goes pear shaped, you still might have to grind through the VM complaints process and then escalate to the industry arbitration scheme CISAS, neither of which are quick, but the strategy suggested should protect your rights.

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Re: New user - Purchased 350MB getting under 200MB

Was it a self-install?

and yes please provide the network, upstream and downstream logs 


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Re: New user - Purchased 350MB getting under 200MB

No it was installed by an engineer but all he did was plug in the router as the cabling existed from my previous experience with Virginmedia a couple of years back.

Downstream bonded channels

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

14027500003.737256 qam25
21867500005.437256 qam7
3194750000538256 qam8
42027500004.937256 qam9
52107500004.537256 qam10
62187500004.537256 qam11
72267500004.337256 qam12
82347500004.337256 qam13
92427500003.937256 qam14
102507500003.937256 qam15
112587500003.737256 qam16
122667500003.937256 qam17
132747500003.737256 qam18
142827500003.937256 qam19
152907500003.937256 qam20
16298750000437256 qam21
173067500003.937256 qam22
183147500003.737256 qam23
19322750000437256 qam24
204107500003.736256 qam26
214187500003.736256 qam27
224267500003.736256 qam28
234347500003.537256 qam29
244427500003.236256 qam30



Downstream bonded channels

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

1Locked37.61020
2Locked37.61780
3Locked38.61450
4Locked37.61120
5Locked37.61490
6Locked37.61060
7Locked37.31470
8Locked37.61520
9Locked37.61740
10Locked37.61350
11Locked37.31710
12Locked37.61500
13Locked37.31640
14Locked37.31250
15Locked37.31200
16Locked37.32070
17Locked37.31820
18Locked37.31670
19Locked37.62370
20Locked36.61830
21Locked36.62100
22Locked36.617913
23Locked37.61650
24Locked36.31600


will send another post for rest of logs as seem to be some size limitations.

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Re: New user - Purchased 350MB getting under 200MB

rest of logs

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200093

4.75

5120

64 qam

1

2

25800003

4.7

5120

32 qam

4

3

39399941

4.7

5120

64 qam

2

4

32600001

4.7

5120

64 qam

3

 

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

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsxxl35016u+voc-b.cm

Primary Downstream Service Flow

SFID

250362

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

Primary Upstream Service Flow

SFID

250361

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

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Re: New user - Purchased 350MB getting under 200MB

Network Log

Time

Priority

Description

28/05/2020 16:33:32

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/05/2020 11:41:13

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/05/2020 07:35:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/05/2020 14:01:34

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/05/2020 09:21:18

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 17:22:24

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 17:22:17

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:52:1

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:51:59

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:51:23

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:51:16

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:50:52

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:49:33

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:8

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:5

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:5

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:5

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:5

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/05/2020 16:15:4

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.

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