Poor broadband service and customer server.

[apjoseph]

About three weeks ago I started to notice that my 1GB bandwidth was getting slow. I was generally hitting over 950mbs and now I am getting only around 500mbs. I had no issues for about 6 months. I was also losing a lot of packets: playing games started to get difficult, streaming was poor.

Called VM who arranged for an engineer to come by Saturday 25th. He came in and just changed the Hub 4. The speed issue remained the same. He said that then it is the cable/cab/splitters, so he arranged for a network engineer to pop by.

The network engineer arrived Monday 27th morning at 9:00AM. Checked the cab, cables and splitters. Everything was showing up as 1.2GB/s, with no drop of signal, noise or anything else. He suggested that the hub I got was faulty so I need a new hub and will be arrange for an engineer to do that.

He left and haivng not had any communication I called VM today. Having spoken to 5 different agents I am told that they won't send me a new hub as the hub is working fine. I was put through the system of being passed around, 2nd line and various others. In the end, I asked to be put to Customer Service to speak to someone to help, was on hold for over 15 min and the call dropped. Apparently, they have no notes to replace the hub so they can’t replace it but they have no fix or advice as to why I am getting a poor service. I am also unable to get to speak to customer service.

Can someone from VM please assist?

Arun

[apjoseph]

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
17	266750000	4.800003	40.946209	QAM256	17
18	274750000	4.699997	40.946209	QAM256	18
19	282750000	4.699997	40.946209	QAM256	19
20	290750000	4.800003	40.366287	QAM256	20
21	298750000	4.900002	40.946209	QAM256	21
22	306750000	4.900002	40.366287	QAM256	22
23	314750000	4.800003	40.946209	QAM256	23
24	322750000	4.500000	40.946209	QAM256	24
25	330750000	4.199997	40.946209	QAM256	25
26	338750000	4.099998	40.946209	QAM256	26
27	346750000	4.199997	40.366287	QAM256	27
28	354750000	4.300003	40.946209	QAM256	28
29	362750000	4.500000	40.946209	QAM256	29
30	370750000	4.500000	40.366287	QAM256	30
31	378750000	4.199997	40.366287	QAM256	31
32	386750000	4.199997	40.946209	QAM256	32
34	394750000	4.300003	40.946209	QAM256	34
35	402750000	4.300003	40.946209	QAM256	35
36	410750000	4.400002	40.946209	QAM256	36
37	418750000	4.500000	40.946209	QAM256	37

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.946209	1	0
25	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.946209	0	0
29	Locked	40.946209	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.946209	0	0
34	Locked	40.946209	0	0
35	Locked	40.946209	0	0
36	Locked	40.946209	0	0
37	Locked	40.946209	0	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
33	94	4K	1840	QAM4096	424

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
33	Locked	44	4.1	9135526	0

[apjoseph]

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600000	43.020599	5120 KSym/sec	64QAM	7
2	46200000	44.520599	5120 KSym/sec	64QAM	5
3	39400000	44.020599	5120 KSym/sec	64QAM	6
4	25800000	42.770599	5120 KSym/sec	64QAM	8

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Network Log

Time	Priority	Description
Mon Sep 27 08:19:11 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:19:13 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:19:20 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:19:24 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:28 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:28 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:30 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:49 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:49 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:22:49 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:23:32 2021	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:23:32 2021	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:24:21 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:32:28 2021	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:32:29 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:32:30 2021	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:32:34 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:34:38 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:39:43 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:39:43 2021	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:39:48 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:12 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:17 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:18 2021	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:19 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:19 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:20 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:26 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:41:29 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:42:01 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:42:07 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:42:09 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:42:14 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:45:35 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:47:49 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:48:15 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:48:49 2021	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:48:51 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:48:53 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:55:13 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 08:55:41 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 09:00:59 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 09:01:04 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 09:04:09 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 09:06:09 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 09:06:33 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:20 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Sep 27 12:26:34 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jpeg1]

in the face of those figures there seems to be no reason to change the Hub.

Can you set up a free BQM to check for service faults?  Post a live link here.

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

[apjoseph]

Thanks, @jpeg1.

I've set up a monitor now:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a68cd506f912dee84fcc8cf36ba777d493e3095c

Still really poor speed. Never going above 370/380. I used to consistently get 1GB until about a month ago.

[Robert_P]

Thanks for posting the BQM apjoseph, I've taken a look at the equipment and connection and all of the level's appear to be in the ranges we'd expect to see. I can see you rebooted the Hub around the time you posted, has this helped at all?

Rob

[apjoseph]

Several reboots did not fix it.

I finally raised a complaint and immediately (and magically) I was sent a Hub. Before this, all 5 customer service staff said I was not able to get a new one as one had just been installed. Guess what? I am getting 950 mb/s consistently.