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C9L
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Message 1 of 13
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Packet loss and super low upload speed in Kensington area

Hi,

I have been having issues since 12/11. I called the customer service and got told that the problem will be fixed by the 20th, which obviously didn't happen. So, I called again and the operator was kind enough to arrange an engineer visit, but this got put on hold shortly after because they are investigating a problem in my area. However, the service status page shows no ongoing issue. ¯\_(ツ)_/¯

I have checked with my friends upstairs (they have their own VM contract) and they are also having the same exact problem. 

I appreciate its a difficult time now, but VM please fix this asap ? I didn't pay £27 a month just to use up my mobile data.

I have the M100 contract and using SH3.

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Message 2 of 13
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Re: Packet loss and super low upload speed in Kensington area

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

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Message 3 of 13
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Re: Packet loss and super low upload speed in Kensington area

Downstream bonded channels

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

1330750000538256 qam25
22027500005.138256 qam9
32107500004.938256 qam10
42187500004.538256 qam11
52267500004.438256 qam12
62347500003.538256 qam13
72427500002.438256 qam14
8250750000338256 qam15
92587500003.738256 qam16
102667500004.138256 qam17
112747500004.338256 qam18
12282750000438256 qam19
132907500004.538256 qam20
14298750000538256 qam21
153067500004.938256 qam22
163147500004.938256 qam23
173227500004.938256 qam24
183707500005.338256 qam26
193787500005.538256 qam27
203867500004.838256 qam28
213947500003.738256 qam29
224027500003.238256 qam30
234107500003.438256 qam31
244187500003.538256 qam32



Downstream bonded channels

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

1Locked38.970
2Locked38.9100
3Locked38.6130
4Locked38.6170
5Locked38.6140
6Locked38.6100
7Locked38.6460
8Locked38.6220
9Locked38.6130
10Locked38.9160
11Locked38.9110
12Locked38.9140
13Locked38.9100
14Locked38.6320
15Locked38.9110
16Locked38.9200
17Locked38.6270
18Locked38.9100
19Locked38.9150
20Locked38.6160
21Locked38.6220
22Locked38.6320
23Locked38.95472
24Locked38.9200
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Message 4 of 13
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Re: Packet loss and super low upload speed in Kensington area

Upstream bonded channels

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

15370000042512064 qam2
23260000042.5512064 qam5
33940000042512064 qam4
44620000042.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA002240
4ATDMA00600
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Message 5 of 13
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Re: Packet loss and super low upload speed in Kensington area

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ldJKDHSUBsgvca69834ncxv98



Primary Downstream Service Flow

SFID2470
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID2469
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Message 6 of 13
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Re: Packet loss and super low upload speed in Kensington area

Network Log

Time Priority Description

23/11/2020 09:16:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 09:16:7criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 03:32:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 03:32:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 22:43:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 22:19:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 22:19:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 22:18:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 16:35:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 16:35:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 12:09:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:49:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:49:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:36:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:58:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:54:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:52:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:52:25criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:51:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:51:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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C9L
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Message 7 of 13
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Re: Packet loss and super low upload speed in Kensington area

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MikeRobbo
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Alessandro Volta
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Message 8 of 13
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Re: Packet loss and super low upload speed in Kensington area


@C9L wrote:

Hi,

I have been having issues since 12/11. I called the customer service and got told that the problem will be fixed by the 20th, which obviously didn't happen. So, I called again and the operator was kind enough to arrange an engineer visit, but this got put on hold shortly after because they are investigating a problem in my area. However, the service status page shows no ongoing issue. ¯\_(ツ)_/¯

I have checked with my friends upstairs (they have their own VM contract) and they are also having the same exact problem. 

I appreciate its a difficult time now, but VM please fix this asap ? I didn't pay £27 a month just to use up my mobile data.

I have the M100 contract and using SH3.


Until the area problem is fixed I'm afraid nothing else can be done.

Keep an eye on your BQM because that confirms a problem on the WAN side of things, when it changes to something similar to mine you should be good to go again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
C9L
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Message 9 of 13
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Re: Packet loss and super low upload speed in Kensington area

@MikeRobbo Thanks for your quick reply.

Welp, guess I now have a good reason to stop attending lectures then.

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MikeRobbo
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Alessandro Volta
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Message 10 of 13
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Re: Packet loss and super low upload speed in Kensington area

That is your choice but there is nothing to stop you using an alternative connection.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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