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Rod40
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Not getting 500Mbps and constant signing out of my virgin media account

Greetings, I have two issues:

Issue 1: I've just joined VM and am paying for 500Mbps. However, I am not getting this speed. Service test/status tells me everything is OK in my area. I've checked the speed test using VM's official speedtest.net and get the following results over two days. As you can see the download speed is significantly below 500Mbps. I am testing it using a macbook pro (1000Mbps) using a Cat7 ethernet cable directly to the hub. I have contacted the customer services to report an issue and whilst polite and said they would log it with an engineer, I've not herd anything and nothing has changed. Speed results at bottom of this post. Help - all I want is what I'm paying for. I've done all the normal stuff such as resetting the hub, restarting the entire system, etc. Its almost as if I'm not on the 500Mbps pipeline.

Issue 2: When I log in to my virgin media account as soon as I click to go to one of the links on the homepage (for instance to contact VM) it logs me out. I've tried different browsers, clering cache etc but still happening. Thoughts?

Rod

20/9 1547hrs  ping 6ms download 289.92Mbps upload 36.72 Mbps

20/9  1550hrs ping 8ms download 297.95 upload 36.85 result ID 10115866198

20/9 1552hrs ping 9ms download 233.38 Mbps upload 36.85Mbps ID 10115871508

20/9 1627hrs ping 8ms download 241.15 upload 33.90 ID 10116016079

20/9 1629hrs ping 6ms download 289.57 upload 35.78 ID 10116021060

20/9 1630hrs ping 9ms download 235.07 upload 36.57 ID10116026627

20/9 1651hrs ping 1-ms download 271.99 upload 36.87

21/9 ping  8  download. 256.75   Upload. 34.14 ID 10121960926

21/9 ping   8 download. 266.03   Upload.26.6  ID 10121968273

21/9 ping   9 download. 266.98  Upload.36.21  ID 10121989747

21/9 ping 10  download. 265.24  Upload. 34.23 ID 10122023630

21/9 ping  8  download. 256.87  Upload. 32.41 ID 10122033745

21/9 ping  7  download. 260.01  Upload. 36.84 ID 10122050227

21/9 ping 9 download 319.28 upload 35.51 ID 10122197336

21/9 ping 14 download 245.14 upload 35.42 ID 10122204654

21/9 ping 9 download 196.81 upload 28.25 ID 10122210091

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Anonymous
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Message 2 of 21
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

We can have a look for any oddities in the stats.

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Wow you are fast !! very impressed with your speed of reply.  This is the first tab:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Here is the downstream:

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

14110000006.136256 qam1
24190000006.137256 qam2
34270000006.537256 qam3
44350000006.837256 qam4
5443000000737256 qam5
64510000007.337256 qam6
74590000007.337256 qam7
84670000007.537256 qam8
94750000007.537256 qam9
104830000007.637256 qam10
114910000007.937256 qam11
124990000007.937256 qam12
135070000007.637256 qam13
145150000007.937256 qam14
155230000007.937256 qam15
165310000007.837256 qam16
175390000007.937256 qam17
18547000000837256 qam18
19555000000837256 qam19
205630000008.137256 qam20
215710000008.437256 qam21
225790000008.437256 qam22
235870000008.337256 qam23
245950000008.537256 qam24



Downstream bonded channels

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

1Locked36.630
2Locked37.3130
3Locked37.3150
4Locked37.3100
5Locked37.370
6Locked37.380
7Locked37.3100
8Locked37.670
9Locked37.670
10Locked37.350
11Locked37.360
12Locked37.360
13Locked37.360
14Locked37.3100
15Locked37.340
16Locked37.3120
17Locked37.340
18Locked37.390
19Locked37.360
20Locked37.380
21Locked37.350
22Locked37.660
23Locked37.380
24Locked37.650
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Rod40
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Message 5 of 21
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Re: Not getting 500Mbps and constant signing out of my virgin media account

And the upstream:

Upstream bonded channels

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

1394000004.075512064 qam6
2462000004.125512064 qam5
3326000004.075512064 qam7
4258000004.075512032 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Network Log

Time Priority Description

21/09/2020 19:08:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 19:05:56Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 21:07:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 16:32:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 16:20:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:34:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:06:54noticeSW download Successful - Via Config file
18/09/2020 15:05:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 15:04:42noticeSW Download INIT - Via Config file
01/01/1970 00:01:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 07:28:48noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:47Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:43ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:15Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:10ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:43Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:38ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:12Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:7ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Hope that helps. And sincerely - thanks for your help.

Rod

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Anonymous
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Message 8 of 21
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Re: Not getting 500Mbps and constant signing out of my virgin media account

One of your upstream channels is out of spec (Highlighted below), which could point to an issue with your line:

Upstream bonded channels

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

1394000004.075512064 qam6
2462000004.125512064 qam5
3326000004.075512064 qam7
4258000004.075512032 qam8

 

Your downstream power levels (In spec is -6 to +10dBmV) are also on the high side, but still in spec.

 

Could you please setup a BQM, as requested above, so we can see the line quality over a period of time?

 

It may also be worth posting the 'Configuration' tab data to confirm your are actually on the correct package.

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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Here is the link to the quality monitor - hope I've done this correctly

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6f02eb2df50bfb62d21c0507e4876fc1c5b06116
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Rod40
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Re: Not getting 500Mbps and constant signing out of my virgin media account

Here is the configuration text:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053+voc-b.cm



Primary Downstream Service Flow

SFID331280
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID331279
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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