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peteW34
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Recently slowed right down

Hi all

Been a virgin customer for almost 2 years now on the 100Mbs package. Recently in the past week 

down load speed is constantly under 10Mbs and upload hardly registers, both wifi and ethernet linked to the router. Usual speed is around 70-80 Mbs which has been pretty constant and reliable.

Have done all the usual tests and router restarts. Am in the LU6 postcode, Dunstable.

Wondered if anyone else in the same geographical area is having similar difficulties, status is showing no service or equipment problems.

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peteW34
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Re: Recently slowed right down

Wonder if someone could have a quick look at my Hub 3 status Network status log and see if there is anything obvious amiss, as there seem to be some critical warnings.

Network Log

Time Priority Description

12/05/2020 12:25:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 12:25:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:55:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:55:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:19:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:19:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:19:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:19:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:01:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:01:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:01:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:01:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:00:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 11:00:47ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:53:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:53:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:38:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:38:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:38:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 10:38:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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jbrennand
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Re: Recently slowed right down

Yeah - the T3 timeouts are worrying.

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage", there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers 1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

Then, do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... post up all of your Hub/network connection details and someone will check to see if there is a problem there. – from the Downstream, Upstream, (as well as Network Logs) pages.

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM.
If you just see a wall of "red" then your Hub is not accepting the "pings" - make sure you uncheck the “ignore ping from WAN side” box in the settings - note it will take an hour or two to start seeing a sensible picture.

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

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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peteW34
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Re: Recently slowed right down

Hi John and many thanks for your response.

I have checked all cabling, connections etc. and all seems good.  Ringing the service status number stated no problems in our area.

Here are the figures from the Hub 3 Status page.

 

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

1235000000-3.537256 qam13
2139000000-3.536256 qam1
3147000000-3.736256 qam2
4155000000-3.236256 qam3
5163000000-336256 qam4
6171000000-2.537256 qam5
7179000000-2.737256 qam6
8187000000-2.737256 qam7
9195000000-2.737256 qam8
10203000000-2.737256 qam9
11211000000-2.737256 qam10
12219000000-2.537256 qam11
13227000000-337256 qam12
14243000000-3.737256 qam14
15251000000-437256 qam15
16259000000-3.237256 qam16
17267000000-337256 qam17
18275000000-3.237256 qam18
19283000000-337256 qam19
20291000000-3.437256 qam20
21299000000-3.537256 qam21
22307000000-3.437256 qam22
23315000000-3.737256 qam23
24323000000-3.437256 qam24



Downstream bonded channels

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

1Locked37.699325093438829
2Locked36.61217512220713698
3Locked36.697460579434103
4Locked36.8913863211631441
5Locked36.8954247515117900
6Locked37.392750406335312
7Locked37.31035291110471372
8Locked37.691817508524122
9Locked37.690871733087506
10Locked37.381341323532252
11Locked37.376859282706326
12Locked37.389351802371908
13Locked37.379116763627516
14Locked37.6107842481864105
15Locked37.6107610331381903
16Locked37.3102284482090886
17Locked37.389164253564892
18Locked37.691223832842347
19Locked37.67620871616366
20Locked37.6846597127593
21Locked37.677596891656080
22Locked37.68163229860994
23Locked37.6704932258629
24Locked37.67218854244719

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000445.1512064 qam6
2602995315.1512064 qam5
3394000495512064 qam8
4462000005.1512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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peteW34
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Re: Recently slowed right down

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u-b.cm


Primary Downstream Service Flow
SFID191050
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID191049
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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jbrennand
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Re: Recently slowed right down

Your upstream power levels are all at the max and probably need to be adjusted. Also your RS error levels are horrendous ! However, it could just be historical build up - so... can you reboot the Hub and check the error counts and have all reset to 0. Then check every hour or so to see if they start to reappear - over the next day or so. PostRS errors should stay at ~0 - if they don't, you have a big problem - probably noise getting in.
Post back - and also include a link to your BQM once a sensible picture appears.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
peteW34
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Re: Recently slowed right down

Hi again John

What did you do?! Magical powers!  After a soft restart of the hub 3 speeds are suddenly back to what they should be, around the 100Mbs mark. Post RS errors are staying at 0.  This is strange as I only did a restart of the hub this morning by switching it off with no appreciable improvement on the dire speeds I was getting.  Maybe that outage at Watford had some bearing. Anyway very happy to say normal service is resumed after a week or so sub 10Mbs internet! 

I will check in again tomorrow just to confirm all is holding.

Thanks for your assistance

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peteW34
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Re: Recently slowed right down

All good this morning. Speeds the fastest they have ever been!  In the interests of completeness here are the stats.

Downstream bonded channels

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

1235000000-1.237256 qam13
21390000000.537256 qam1
31470000000.537256 qam2
41550000000.437256 qam3
5163000000037256 qam4
6171000000037256 qam5
7179000000037256 qam6
8187000000037256 qam7
9195000000037256 qam8
10203000000-0.237256 qam9
11211000000-0.537256 qam10
12219000000-0.537256 qam11
13227000000-137256 qam12
14243000000-1.237256 qam14
15251000000-1.737256 qam15
16259000000-1.537256 qam16
17267000000-1.537256 qam17
18275000000-237256 qam18
19283000000-1.737256 qam19
20291000000-1.937256 qam20
21299000000-1.737256 qam21
22307000000-1.538256 qam22
23315000000-1.737256 qam23
24323000000-1.738256 qam24



Downstream bonded channels

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

1Locked37.680
2Locked37.3260
3Locked37.6280
4Locked37.670
5Locked37.3140
6Locked37.3100
7Locked37.3200
8Locked37.6150
9Locked37.6160
10Locked37.6110
11Locked37.3110
12Locked37.6100
13Locked37.6120
14Locked37.6180
15Locked37.6150
16Locked37.6160
17Locked37.6130
18Locked37.6230
19Locked37.3190
20Locked37.6230
21Locked37.6380
22Locked38.6250
23Locked37.6280
24Locked38.9230

 

Think Broadband monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d68f721722c99a58555e37eb91f202a8b9...


 

So all looking good. Many thanks for your time and assistance 

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