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Poor Connection since M500 upgrade

Since I was upgraded to M500 the speeds and stability haven't been as good as M350, I see lots of posts about this same issue on here.

I have a samknows white box monitoring the connection here, and I have a TBB broadband ping monitor running, and I can see massively increased latency and timeouts on the monitor.

I havent called faults because they wont understand the problem, and will go though rebooting the hub and doing pointless speedtests that are to a server within the VM network.

Can one of the mods take a look at this and escalate to someone in the right team to look at?

I faced similar issues that were resolved for a few days earlier this month, I have the logs and graphs showing the poor performance.

Graphs below.

Today

Today Weds 22/01Today Weds 22/0108/01 just after service outage08/01 just after service outage

Speed test today.

https://www.thinkbroadband.com/speedtest/1579697100744828255

 

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Alessandro Volta
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Message 2 of 9
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Re: Poor Connection since M500 upgrade

Just a quicky..... I dont use Samknows but this was an issue for this user - does it apply to you ?

https://community.virginmedia.com/t5/Speed/Vivid-350-speed/td-p/3941298

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Poor Connection since M500 upgrade

Hi,

Yes they swappped the whitebox once I advised them of my service change to M500.

Thanks anyway!

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Re: Poor Connection since M500 upgrade

"Since I was upgraded to M500 the speeds and stability haven't been as good as M350, I see lots of posts about this same issue on here."

Probably because the harder you push a piece of equipment, the less fault tolerance it has.  We know from comment in these forums that VM did some end user field tests up to about 690 Mbps with the Hub 3, and I'm guessing that performance wasn't reliable enough to achieve a 750 Mbps speed tier, hence the gap between 500 and 1 Gig offers (where available).  Even at 500 Mbps, I suspect that's really stretching the hub, and anything slightly flakey could tip performance over the edge.  But that won't be what your "all yellow" BQM is showing, I would be fairly confident that's a cable or network issue, and it is so bad I'd guess that VM know about it, and hopefully there's plans in place to fix it.

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Re: Poor Connection since M500 upgrade

Looks like its getting worse...

5266e235dd996e9fdb68b49633372e63e2495648-24-01-2020.png

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Re: Poor Connection since M500 upgrade

Have you had a look for evidence of a cable fault in your hub status page?  Connect to your hub, don't log in, but click "Check router status", then have a look at the tab "Network logs".  If that's full of recent critical errors with words like T3 timeouts, and/or Synchronisation error, and/or RCS Partial service, and/or No ranging response, then your cable connection probably has a fault.  All messages like DHCP Rebind or Renew can be ignored, and if there's a few critical errors, but not more frequent than every four days of so, then that of itself doesn't confirm that there is or is not a fault..  

And whilst you're you're in Router status, take a look at the tab "Downstream".  There should be 24 channels, each with SNR values above 34 dB, and power levels should be between -5 dBmV and +10 dBmV, (ideally tightly clustered and closer to 0 is better than at either limit).  Error numbers should be low for pre-RS errors, but as they count continuously since the last on/off cycle, its difficult to give advice without knowing what the error count is and when the hub was last power cycled.  If there's any number of post-RS errors then there has been some form of serious trouble, but obviously we need to know when the hub was last restarted. 

Next, look at Upstream.  The power levels (as the hub shows them) should be between 3.4 dBmV and 4.9 dBmV, there should be four channels, all of them should be shown as running at 64 QAM.  If this is not the case, then there's some form of upstream noise that interrupts the synchronisation of hub and street cabinet, but that usually appears to customers as poor downstream performance.

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Re: Poor Connection since M500 upgrade

Stats Below.

1323000000-5.238256 qam24
2251000000-2.740256 qam15
3259000000-340256 qam16
4267000000-2.740256 qam17
5275000000-3.240256 qam18
6283000000-3.540256 qam19
7291000000-3.940256 qam20
8299000000-440256 qam21
9307000000-4.540256 qam22
10315000000-4.938256 qam23
11371000000-6.738256 qam25
12379000000-7.238256 qam26
13387000000-7.538256 qam27
14395000000-7.938256 qam28
15411000000-838256 qam29
16419000000-8.238256 qam30
17427000000-8.438256 qam31
18435000000-8.738256 qam32
19443000000-938256 qam33
20451000000-9.237256 qam34
21459000000-9.237256 qam35
22467000000-9.537256 qam36
23475000000-9.538256 qam37
24483000000-9.537256 qam38



Downstream bonded channels

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

1Locked38.97001520395
2Locked40.35239920762
3Locked40.312151723072
4Locked40.36003921955
5Locked40.94292723885
6Locked40.33454518846
7Locked40.33895619318
8Locked40.33994812476
9Locked40.34850112688
10Locked38.96232413370
11Locked38.98246317419
12Locked38.910016942423
13Locked38.914113520601
14Locked38.617056119784
15Locked38.616323515574
16Locked38.916992519127
17Locked38.918231519040
18Locked38.620508518248
19Locked38.619730817737
20Locked37.621850716616
21Locked37.626078617415
22Locked37.633460011259
23Locked38.638719012945
24Locked37.640664519587

 

Upstream bonded channels

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

1462000004.425512064 qam1
2258000534.125512064 qam7
3325999954.225512064 qam3
4394000204.325512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Poor Connection since M500 upgrade

Network Log

Time Priority Description

23/01/2020 15:12:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 20:00:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 21:20:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 00:53:5ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 01:00:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 01:35:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:07:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:19:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 05:46:4ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 06:28:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 07:59:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 07:59:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 07:59:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 07:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 07:59:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 08:46:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 10:00:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 11:51:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 12:26:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 14:34:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Poor Connection since M500 upgrade

Thanks for your posts philce.

 

Sorry to see you've been having broadband issues, this is likely to see a closer look and possibly an engineer to visit your property

 

Please check out the purple envelope in the top right hand corner for a PM from me

 

Kindest regards,

 

David_Bn

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