on 28-09-2021 15:55
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
on 28-09-2021 15:57
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 |
|
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on 28-09-2021 15:58
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; |
28-09-2021 22:56 - edited 28-09-2021 22:57
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
on 29-09-2021 07:59
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.
on 01-10-2021 14:12
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
on 01-10-2021 19:25
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.