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dave_bass5
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Only getting half what we pay for.

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. 

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lotharmat
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Re: Only getting half what we pay for.

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!



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Hub 3 - Modem Mode - TP-Link Archer C7

dave_bass5
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Re: Only getting half what we pay for.

Thanks. 

I should have posted the info to start with.

Downstream bonded channels

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

12027500009.540256 qam9
22107500009.340256 qam10
32187500009.540256 qam11
42267500009.140256 qam12
52347500009.540256 qam13
6242750000938256 qam14
72507500008.940256 qam15
82587500008.840256 qam16
92667500008.838256 qam17
10274750000940256 qam18
112827500008.940256 qam19
122907500009.440256 qam20
132987500009.338256 qam21
143067500009.140256 qam22
153147500008.838256 qam23
163227500008.840256 qam24
173307500008.840256 qam25
183387500008.638256 qam26
19346750000940256 qam27
203547500008.438256 qam28
213627500009.140256 qam29
223707500008.538256 qam30
233787500009.138256 qam31
243867500008.538256 qam32



Downstream bonded channels

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

1Locked40.350
2Locked40.350
3Locked40.340
4Locked40.300
5Locked40.300
6Locked38.900
7Locked40.300
8Locked40.300
9Locked38.900
10Locked40.950
11Locked40.900
12Locked40.360
13Locked38.950
14Locked40.370
15Locked38.900
16Locked40.300
17Locked40.350
18Locked38.900
19Locked40.340
20Locked38.900
21Locked40.900
22Locked38.900
23Locked38.900
24Locked38.900

 

Upstream bonded channels

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

13260057644.8512032 qam5
24619978145.8512032 qam3
35369994246.5512064 qam2
43939957645512032 qam4

 


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network log showing only since the upgrade.

Network Log

Time Priority Description

01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 03:33:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:59:33criticalNo 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... 

 

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dave_bass5
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Message 4 of 66
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Re: Only getting half what we pay for.

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

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lotharmat
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Message 5 of 66
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Re: Only getting half what we pay for.

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!



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dave_bass5
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Message 6 of 66
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Re: Only getting half what we pay for.

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. 

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lotharmat
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Message 7 of 66
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Re: Only getting half what we pay for.

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



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dave_bass5
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Re: Only getting half what we pay for.

Yeah, thats what I’m hoping.

Thanks for the help.

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dave_bass5
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Re: Only getting half what we pay for.

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. 

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lotharmat
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Message 10 of 66
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Re: Only getting half what we pay for.

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!



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