Slow Download Speed (M200 Fibre)

[richbell401]

Hi, I'm only getting an average of 45MBps on the M200 fibre package. The speed tests I've performed are with a wired ethernet connection to the Hub 3 router, with no other devices being actively used at the time. Broadband Quality Monitor shows a relatively stable and consistent connection with low latency.

Any ideas on how to improve this?

=============

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

139000000

Locked

Ranged Upstream Channel (Hz)

60299939

Locked

Provisioning State

Online

=================

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1

139000000

1.9

37

256 qam

1

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1

Locked

37.6

76802

239814

===============

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

1

60299939

48.3

5120

64 qam

1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

3

0

===========

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	6560
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	6559
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

=============

Network LogTime Priority Description

30/06/2021 10:39:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 10:39:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 08:53:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:59:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:59:43	Warning!	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:59:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:59:14	critical	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=3.0;
29/06/2021 01:58:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 01:58:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

There should be 24 d/s channels and 4 u/s channels.

Please can you post the full details from these

(If there are none - there's your problem!)

[richbell401]

Thanks for the reply. When I go to Router Status > Downstream (or Upstream) I only see this below, the scroll bar is greyed out and doesn't show anything else!! 

[lotharmat · Accepted solution]

Ahh - That's the problem!

I'm amazed you have any broadband!

I'd try and call it in as a fault on 150 (or 0345 454 1111)

It'll ask you to reboot the hub (if you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[richbell401]

Thank you so much!! I'll give this a go 🙂 I really appreciate your help and advice on this!

[lotharmat]

How did you get on?

[richbell401]

Its looking much better thanks after a couple of hard (pin-hole) reboots. Router is showing correct number of upstream and downstream channels. Speed tests consistently show 80MBPs down and 9MBPs up on the M200 connection. Is this about the usual range as I've never seen it above 100MBPs.

Downstream bonded channels

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

1	139000000	1.5	37	256 qam	1
2	147000000	2	37	256 qam	2
3	155000000	1.2	37	256 qam	3
4	163000000	1.7	38	256 qam	4
5	171000000	2	38	256 qam	5
6	179000000	2.2	38	256 qam	6
7	187000000	2.2	38	256 qam	7
8	195000000	2.5	38	256 qam	8
9	203000000	2.5	38	256 qam	9
10	211000000	2.5	38	256 qam	10
11	219000000	2.5	38	256 qam	11
12	227000000	2.5	38	256 qam	12
13	235000000	2.7	38	256 qam	13
14	243000000	2.7	38	256 qam	14
15	251000000	2.7	38	256 qam	15
16	259000000	2.5	38	256 qam	16
17	267000000	2.9	38	256 qam	17
18	275000000	3	38	256 qam	18
19	283000000	3.2	38	256 qam	19
20	291000000	3	38	256 qam	20
21	299000000	3.4	38	256 qam	21
22	307000000	3.5	38	256 qam	22
23	315000000	3.5	38	256 qam	23
24	323000000	3.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	383	0
2	Locked	37.6	408	0
3	Locked	37.3	1280555	0
4	Locked	38.6	143	0
5	Locked	38.6	133	0
6	Locked	38.6	248	0
7	Locked	38.6	339	0
8	Locked	38.6	521	0
9	Locked	38.6	699	0
10	Locked	38.6	1024	0
11	Locked	38.9	1157	0
12	Locked	38.6	1138	0
13	Locked	38.9	1289	0
14	Locked	38.6	1372	0
15	Locked	38.6	1295	0
16	Locked	38.9	1396	0
17	Locked	38.6	1271	0
18	Locked	38.9	1241	0
19	Locked	38.9	1129	0
20	Locked	38.6	1203	0
21	Locked	38.6	1203	0
22	Locked	38.9	1107	0
23	Locked	38.9	1126	0
24	Locked	38.6	1161	0

=====

Upstream bonded channels

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

1	60299965	48.3	5120	64 qam	1
2	46200000	46.3	5120	64 qam	3
3	39400006	45.3	5120	64 qam	4
4	53700088	47.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[Sasha_W]

Hi @richbell401,

Welcome to the forum page and thanks for posting this on here. 

Sorry to hear you're having some issues but we can certainly look into this for you. 

I can see from your account that everything does seem to be running smoothly with no faults or outages. 

I can also see that you spoke to our team and it does look like they have carried out some checks for you. 

Did they manage to get this resolved or give you any advice on what to do if the issue occurs again? 

Please do let us know. 

Thanks 

[richbell401]

Hi, thanks for replying to this. I contacted the virgin help before the first log of only one downstream channel as there was an outage in my area. The latest log with 80 MBPS is consistent with what I see today. 

[Corey_C]

Thanks for your reply and update, richbell401, can you confirm if your NIC allows for connections above 100Mbps?

Cheers,

Corey C