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cattapan
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Not more than 20Mbps on 200Mbps plan

I have been getting no more than 10-20Mbps on Ethernet connection to the Hub. I pay for a 200Mbps plan. 

this morning I’ve reset the Hub back to factory settings. Just after that, I did one speed test and it went up to 120Mbps. From the next speed check it’s back to the 10Mbps zone. We can barely watch any streaming service. It’s a shame it’s nearly impossible to get help from VM engineers. 

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DJ_Shadow1966
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Re: Not more than 20Mbps on 200Mbps plan

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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cattapan
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Re: Not more than 20Mbps on 200Mbps plan

Hi, thanks for your reply. Tests are being done through wired connection.
 
I've called, no local issues, all service status say it's all fine. I've checked all connections / cables and all seems fine. 
 
Downstream tab:
Downstream bonded channels
 
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 -5.2 36 256 qam 1
2 419000000 -5 36 256 qam 2
3 427000000 -5.2 36 256 qam 3
4 435000000 -5.4 36 256 qam 4
5 443000000 -5.2 36 256 qam 5
6 451000000 -5.4 36 256 qam 6
7 459000000 -5.4 36 256 qam 7
8 467000000 -5.5 36 256 qam 8
9 475000000 -5.2 36 256 qam 9
10 483000000 -4.9 37 256 qam 10
11 491000000 -4.7 37 256 qam 11
12 499000000 -4.5 37 256 qam 12
13 507000000 -4.7 37 256 qam 13
14 515000000 -4.9 37 256 qam 14
15 523000000 -4.7 37 256 qam 15
16 531000000 -4.7 37 256 qam 16
17 539000000 -4.9 37 256 qam 17
18 547000000 -4.9 37 256 qam 18
19 555000000 -4.7 37 256 qam 19
20 563000000 -4.9 37 256 qam 20
21 571000000 -6 37 256 qam 21
22 579000000 -5.5 37 256 qam 22
23 587000000 -6 37 256 qam 23
24 595000000 -5.4 37 256 qam 24
 
 
 
Downstream bonded channels
 
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.3 3 0
2 Locked 36.3 7 0
3 Locked 36.6 6 0
4 Locked 36.3 8 0
5 Locked 36.6 7 0
6 Locked 36.6 4 0
7 Locked 36.6 6 0
8 Locked 36.3 5 0
9 Locked 36.6 6 0
10 Locked 37.3 4 0
11 Locked 37.3 4 0
12 Locked 37.3 5 0
13 Locked 37.3 6 0
14 Locked 37.3 1 0
15 Locked 37.6 4 0
16 Locked 37.6 7 0
17 Locked 37.3 4 0
18 Locked 37.3 6 0
19 Locked 37.6 5 0
20 Locked 37.3 0 0
21 Locked 37.3 2 0
22 Locked 37.3 5 0
23 Locked 37.3 1 0
24 Locked 37.6 5 0
 
 
Upstream:
 
Upstream bonded channels
 
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.775 5120 64 qam 6
2 46200000 4.775 5120 64 qam 5
3 25800000 4.7 5120 64 qam 8
4 32600000 4.75 5120 64 qam 7
 
 
 
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
 
 
Config tab:
 
General Configuration
 
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm
 
 
 
Primary Downstream Service Flow
 
SFID 551672
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0
 
 
 
Primary Upstream Service Flow
 
SFID 551671
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type
BestEffort
 
 
 
 
 
Network log (I redacted all MAC Addresses):
 
Network Log
Time Priority Description
13/09/2020 07:54:4 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 07:15:16 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 07:14:36 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:56:55 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:56:24 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:56:8 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:56:2 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:46:40 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
01/01/1970 00:01:46 critical No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:35:31 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:33:29 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:33:25 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:32:38 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:32:38 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:32:12 notice LAN login Success;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:32:0 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:31:47 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:07:22 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
13/09/2020 06:06:32 critical No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
11/09/2020 17:05:46 Warning! Lost MDD Timeout;CM-MAC=****;CMTS-MAC=****;CM-VER=3.0;
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DJ_Shadow1966
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Re: Not more than 20Mbps on 200Mbps plan

Hello

Many thanks for the stats looking at these I can see what the problem is two of your downstream power levels are below what they should be, they should be no less than -6 and two are reporting -6.37 which also ties up with the logs as well due to the timeouts.

Unless there is  a  local problem you are going to need an engineer to resolve.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

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Alex_RM
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Re: Not more than 20Mbps on 200Mbps plan

Hi cattapan,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to see you're having some issue with the connection.

 

I've been able to locate your account using your forum details and Mike is right, you'll need an engineer to due to the downstream power levels being out of spec.

 

I've arranged this, and you can view the time and ate of the appointment via your online account here

 

Alex_Rm

rsjohal
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Re: Not more than 20Mbps on 200Mbps plan

hi,

 

i am on the same plan and am also having the same problems.

i have enclosed similar  config details. Please help as i might need an engineer out too.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11950000008.938256 qam8


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.690

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999324.3512064 qam3



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

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm



Primary Downstream Service Flow
SFID43388
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID43387
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network LogTime Priority Description
16/09/2020 17:05:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 17:05:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 15:38:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 15:36:20Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:42:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:9criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:7Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:43Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:20:20ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 14:19:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Steven_L
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Re: Not more than 20Mbps on 200Mbps plan

Hey rsjohal,

 

I have been looking into your account and can see that you have an issue with some of your downstream channels.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account by clicking My Account and Order tracking.

 

 

Regards

Steven_L

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