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apjoseph
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Message 1 of 7
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Poor broadband service and customer server.

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

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apjoseph
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Message 2 of 7
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Re: Poor broadband service and customer server.

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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apjoseph
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Message 3 of 7
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Re: Poor broadband service and customer server.

 

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;

 

 

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jpeg1
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Message 4 of 7
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Re: Poor broadband service and customer server.

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

 

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apjoseph
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Message 5 of 7
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Re: Poor broadband service and customer server.

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.

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Robert_P
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Message 6 of 7
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Re: Poor broadband service and customer server.

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

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apjoseph
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Message 7 of 7
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Re: Poor broadband service and customer server.

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.

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