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Only getting 80Mbps download on LAN (Cat6) M350

I recently joined Virgin, got activated yesterday 02/07/19. Kit plugged in, activated, multiple tests shown on average around 80Mbps when connected to router via LAN. Router put in modem mode, even worse speeds around 50Mbps. 

Using MAC not PC, connected multiple devices as well and all show similar speeds. Nothing like the 300+ I should be receiving. 

Downstream bonded channels

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

1586750000-237256 qam23
2442750000-237256 qam5
3450750000-1.937256 qam6
4458750000-1.937256 qam7
5466750000-237256 qam8
6474750000-237256 qam9
7482750000-237256 qam10
8490750000-1.737256 qam11
9498750000-1.937256 qam12
10506750000-1.737256 qam13
11514750000-1.937256 qam14
12522750000-1.737256 qam15
13530750000-1.737256 qam16
14538750000-1.937256 qam17
15546750000-1.937256 qam18
16554750000-237256 qam19
17562750000-237256 qam20
18570750000-237256 qam21
19578750000-237256 qam22
20594750000-237256 qam24
21658750000-1.237256 qam25
22666750000-1.537256 qam26
23674750000-1.237256 qam27
24682750000-1.237256 qam28
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Alessandro Volta
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Message 2 of 15
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Re: Only getting 80Mbps download on LAN (Cat6) M350

Try a new CAT6 Ethernet cable.

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Re: Only getting 80Mbps download on LAN (Cat6) M350

The cable I used was the brand new one sent in the Virgin box but I will try another one when I get home. 

 

Thank you. 

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Re: Only getting 80Mbps download on LAN (Cat6) M350

That's well worth a try, as it could be a faulty cable that the Hub is recognising as Cat 5 and limiting its connection speed, but the 80 and 50 Mbps numbers make me suspect it is less likely to be an issue with a VM supplied cable. 

Below expectation speeds on new connections (and speed upgrades) to 300+ seem to be a persistent source of complaint in the forums, the good news is these are usually VM's network issues and can be fixed.  You could try phoning the awful tech support line (I'd recommend doing that only as a last resort, if at all), or waiting for the forum staff to pick this up and sort it out.  If you really want to get it fixed quickly, phone up the VM customer service line, select options that take you through to "thinking of leaving", that gets you through to the UK based customer retention team (instead of the appalling offshore tech support) and explain that you're thinking of cancelling in the 14 day window because the speed is nowhere near contracted - in my experience they'll get it sorted quickly enough.  

 

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Re: Only getting 80Mbps download on LAN (Cat6) M350

Thank you for your help, I will indeed be doing what you suggest if a new cable doesn't make a difference. 

I did actually already bite the bullet and call the tech support number and over an hour later finally got through to someone who basically told me to reboot the router, reset it and use safe mode in windows. All of which did nothing as expected. 

Cheers again will post findings when I get a minute. 

 

 

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Message 6 of 15
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Re: Only getting 80Mbps download on LAN (Cat6) M350

Hi andrewjameskl, 

 

Welcome to our community forums! 

 

Really sorry to hear you're having problems with your speeds. 

 

I have just had a quick look from our end and can't see any obvious problems, but if you're still having problems after trying a new cable let us know and we will investigate further 🙂 

 

Many thanks, 

 

Hetty_R
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Message 7 of 15
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Re: Only getting 80Mbps download on LAN (Cat6) M350

post the rest of the stats from the hub - theres a second page in the downstream section - also the upstream levels and the newwork log

have you tried a test in modem mode - worth a try just to take out the router side of the hub

____________________

Tony
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Re: Only getting 80Mbps download on LAN (Cat6) M350

Downstream bonded channels

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

1586750000-237256 qam23
2442750000-237256 qam5
3450750000-1.937256 qam6
4458750000-237256 qam7
5466750000-237256 qam8
6474750000-237256 qam9
7482750000-2.237256 qam10
8490750000-1.737256 qam11
9498750000-1.937256 qam12
10506750000-1.737256 qam13
11514750000-1.937256 qam14
12522750000-1.937256 qam15
13530750000-1.737256 qam16
14538750000-1.937256 qam17
15546750000-1.937256 qam18
16554750000-237256 qam19
17562750000-237256 qam20
18570750000-2.237256 qam21
19578750000-237256 qam22
20594750000-237256 qam24
21658750000-1.437256 qam25
22666750000-1.537256 qam26
23674750000-1.437256 qam27
24682750000-1.437256 qam28



Downstream bonded channels

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

1Locked37.61010
2Locked37.3300
3Locked37.6300
4Locked37.3190
5Locked37.6290
6Locked37.6350
7Locked37.6480
8Locked37.6590
9Locked37.6390
10Locked37.6520
11Locked37.6510
12Locked37.6730
13Locked37.6630
14Locked37.6660
15Locked37.6730
16Locked37.6980
17Locked37.31130
18Locked37.31130
19Locked37.31010
20Locked37.61450
21Locked37.61530
22Locked37.61880
23Locked37.61900
24Locked37.61830
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Re: Only getting 80Mbps download on LAN (Cat6) M350

Upstream bonded channels

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

1393998923.675512064 qam80
2257999503.6512064 qam82
3325999053.625512064 qam81
4461999863.675512064 qam79



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Only getting 80Mbps download on LAN (Cat6) M350

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

SFID587774
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID587773
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling Type

BestEffort

 

 

 

02/07/2019 18:44:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:44:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:44:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:44:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:45:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:45:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 18:45:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:30:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:42:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:49:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 19:56:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 20:10:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 14:58:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 18:30:30noticeTouchstone SW Upgrade Reboot Delayed due to Call in Progress;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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