Only getting half what we pay for.

[dave_bass5]

VM has been rock solid for us since we went to M350, but now we are on M500 (since last week) we are getting just over half the speed we should be, so lower than we were on the lower tier. It was fine for the first couple of days, but now its constantly too low. 

Everything has been rebooted, speeds have been check using a wired connections at various points of the last two days. 

Can someone please look in to this and get it rectified or someone sent out to fix this. Its very disappointing, especially as we are being charge full rate even though we have been with VM since they started.

Area is SE1 in London. 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[dave_bass5]

Thanks. 

I should have posted the info to start with.

Downstream bonded channels

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

1	202750000	9.5	40	256 qam	9
2	210750000	9.3	40	256 qam	10
3	218750000	9.5	40	256 qam	11
4	226750000	9.1	40	256 qam	12
5	234750000	9.5	40	256 qam	13
6	242750000	9	38	256 qam	14
7	250750000	8.9	40	256 qam	15
8	258750000	8.8	40	256 qam	16
9	266750000	8.8	38	256 qam	17
10	274750000	9	40	256 qam	18
11	282750000	8.9	40	256 qam	19
12	290750000	9.4	40	256 qam	20
13	298750000	9.3	38	256 qam	21
14	306750000	9.1	40	256 qam	22
15	314750000	8.8	38	256 qam	23
16	322750000	8.8	40	256 qam	24
17	330750000	8.8	40	256 qam	25
18	338750000	8.6	38	256 qam	26
19	346750000	9	40	256 qam	27
20	354750000	8.4	38	256 qam	28
21	362750000	9.1	40	256 qam	29
22	370750000	8.5	38	256 qam	30
23	378750000	9.1	38	256 qam	31
24	386750000	8.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.3	5	0
3	Locked	40.3	4	0
4	Locked	40.3	0	0
5	Locked	40.3	0	0
6	Locked	38.9	0	0
7	Locked	40.3	0	0
8	Locked	40.3	0	0
9	Locked	38.9	0	0
10	Locked	40.9	5	0
11	Locked	40.9	0	0
12	Locked	40.3	6	0
13	Locked	38.9	5	0
14	Locked	40.3	7	0
15	Locked	38.9	0	0
16	Locked	40.3	0	0
17	Locked	40.3	5	0
18	Locked	38.9	0	0
19	Locked	40.3	4	0
20	Locked	38.9	0	0
21	Locked	40.9	0	0
22	Locked	38.9	0	0
23	Locked	38.9	0	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	32600576	44.8	5120	32 qam	5
2	46199781	45.8	5120	32 qam	3
3	53699942	46.5	5120	64 qam	2
4	39399576	45	5120	32 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network log showing only since the upgrade.

Network Log

Time Priority Description

01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 03:33:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:59:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a53fa1d8f146c187e1bfe5b1552067d8f... 

[dave_bass5]

Sorry, not sure why the graph is only showing as a link. 

[lotharmat]

That's fine - Upstream has 3 channels at 32 QAM - should be 64!

That will probably be the issue!

Is there a local outage? The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[dave_bass5]

Thanks. 

There doesnt seem to be any issues in the area, and the upload speed is fine. Its just the download speed I’m having issues with. 

Ill give it a couple of days and then get someone out. 

[lotharmat]

They should pick this up presently and then book an engineer!

[dave_bass5]

Yeah, thats what I’m hoping.

Thanks for the help.

[dave_bass5]

I just called the number again and it seems like there are issues in the area and they are working on it. 

Glad its that and not faulty hardware at my end. These things can drag on. 

[lotharmat]

Brilliant! - I think it takes about 3 people to call in from the same 'segment' of the network for it to be investigated by networks. This is why it is so important to call in any faults!