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DPD062830
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Paid for M500 but getting M200 at best

Hi I started with VM (with  a new installation) as a new M500 customer back end July this year. I did have just below 500Mb for the first week or so but since then I am getting more like M200 with the exception of the upload which seems to be hitting the 36Mb 50% of the time - tested via direct connection (no Wifi). Please help me sorting this out so I can get the speed I am paying for... (key as I am working from home). Many thanks.

THINK BROADBAND MONITOR

My BQM 

ROUTER STATUS

Downstream bonded channels

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

12587500002.537256 qam16
21387500001.237256 qam1
31467500001.537256 qam2
41547500001.937256 qam3
51627500002.537256 qam4
61707500002.737256 qam5
71787500002.537256 qam6
81867500002.537256 qam7
91947500002.238256 qam8
10202750000237256 qam9
112107500002.237256 qam10
122187500002.237256 qam11
13226750000237256 qam12
14234750000237256 qam13
152427500001.737256 qam14
162507500001.937256 qam15
172667500002.937256 qam17
18274750000337256 qam18
192827500003.237256 qam19
202907500002.937256 qam20
21298750000337256 qam21
223067500002.937256 qam22
233147500002.937256 qam23
243227500002.937256 qam24

 

Upstream bonded channels

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

1393999555.2512016 qam2
2257997325.1512032 qam4
3326000005.196512016 qam3
4462001915.1512032 qam1

etwork Log

Time Priority Description

06/09/2020 15:01:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 14:59:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:37:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:35:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:11:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:10:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:10:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 13:08:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 11:01:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 10:28:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 13:11:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 22:09:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 13:58:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 19:43:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 14:01:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 13:53:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 10:22:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 22:44:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 18:29:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 18:28:38criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jhuk
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Message 2 of 42
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Re: Paid for M500 but getting M200 at best

Just for peace of mind post your Configuration page.

DPD062830
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Re: Paid for M500 but getting M200 at best

Hi jhuk,

Thanks for the swift follow-up. see below info requested

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053+voc-b.cm



Primary Downstream Service Flow

SFID403536
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID403535
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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jhuk
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Message 4 of 42
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Re: Paid for M500 but getting M200 at best

OK deff 500/35, was just in case your account had somehow reverted you back to the previous Config.

The BQM is too new, it ideally needs run 24 hours to get an idea.

jem101
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Message 5 of 42
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Re: Paid for M500 but getting M200 at best

@DPD062830 you have an upstream connectivity problem. Check all of the cable connections you can get to and make sure they are tight with no obvious signs of damage. If al look OK and no improvement, you’ll need an engineer visit.

DPD062830
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Re: Paid for M500 but getting M200 at best

Hi Jem101,

Thanks . Checked the cables that I could reach and seemed screwed tightly.

As a background, the engineer who came to do my installation did not even bother to fill/cover the hole from the outside... He only did the one (i have two Tivos) from the outside that I told him was not done and left the other I did not think to tell him about!!! Some people really do not take pride in their work...

I did mention to him the speed issue (I tested it straight away), he went out and came back 20mins later saying to me that the issue was fixed... I guess I did get ~500Mb temporarily. So VM Engineer it will be then - the waiting list must be two months long... I'll wait to see if the latency test with the thinkbroadband raises any specific issues and I'll go with it I guess.

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David_Bn
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Re: Paid for M500 but getting M200 at best

Hi DPD062830,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been experiencing huge packet loss on your connection. I believe you've been able to have an engineer booked on a call this morning. 

 

Do please let us know how you get along and we'll be here to assist further if you need anymore assistance from our fab VIP's or Forum Team like my good self

 

All the best

 

David_Bn

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DPD062830
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Re: Paid for M500 but getting M200 at best

Hi guys, as an update (and thanks again for the various queries/questions), the engineer came [what a change from the previous one: he DOES wear a mask and he DOES have cover for the shoes] , checked/replaced connectors and hub, but unfortunately the fault seems to be at the exchange. The VM engineer booked for another engineer to go and check it - I do not have any date and if David_Bn could update me on the date, it would be great...  Thanks.

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David_Bn
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Re: Paid for M500 but getting M200 at best

I'll drop you a PM to advise you of the follow up appointment

 

Kindest regards,

 

David_Bn

 

 

DPD062830
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Re: Paid for M500 but getting M200 at best

Hi @David_Bn,

Further to the above (sorry it seems I can't PM anymore), can you please confirm if an engineer passed by last Thursday as planned? My broadband speed has not changed and if anything, I now have 100% packet loss based on thinkbroadband...  (see above link or below again). My speed still remains below the 250Mb... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b0a9d1b8ba1b49ae65072aab498a8de8822d5411

 Please let me know ASAP. Many thanks for your help. 

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