21-06-2021 17:40 - edited 21-06-2021 17:41
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.
on 21-06-2021 18:06
21-06-2021 18:34 - edited 21-06-2021 18:35
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...
on 21-06-2021 18:37
Sorry, not sure why the graph is only showing as a link.
on 21-06-2021 19:11
on 21-06-2021 19:31
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.
on 21-06-2021 19:36
on 21-06-2021 19:56
Yeah, thats what I’m hoping.
Thanks for the help.
on 21-06-2021 19:59
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.
on 21-06-2021 20:03