Slow speed, woeful support 😩

[co_olin]

Long term VM broadband customer, been on 1Gig since Jan and it was originally 900m+, but last 3 months it's maxed out at 475m and nothing in all the guidance has changed this. I should say we use the hub in modem mode and I only test speed wired.

Really painful VM support experience, who only want to resolve WiFi speed/coverage or educate me about the impact the number of connected devices can have. Combine that with chat questions that fail to get you a human, a broken link for the WhatsApp handover, and you have to reflect that this is a pretty apauling

[co_olin]

*appalling customer service experience.

Anyway, I'm all ears for advice as I'm at my wits end! Posting logs next.

[co_olin]

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels
Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    138000000    6.9    40    QAM 256    1
2    146000000    6.2    40    QAM 256    2
3    154000000    6.4    40    QAM 256    3
4    162000000    6.6    41    QAM 256    4
5    170000000    6.5    41    QAM 256    5
6    178000000    6.6    41    QAM 256    6
7    186000000    6.3    41    QAM 256    7
8    194000000    6.6    41    QAM 256    8
9    202000000    6.8    41    QAM 256    9
10    210000000    6.8    41    QAM 256    10
11    218000000    6.8    41    QAM 256    11
12    226000000    6.9    41    QAM 256    12
13    234000000    6.8    41    QAM 256    13
14    242000000    6.9    41    QAM 256    14
15    250000000    6.9    41    QAM 256    15
16    258000000    6.5    41    QAM 256    16
17    266000000    6.5    41    QAM 256    17
18    274000000    6.8    41    QAM 256    18
19    282000000    6.6    41    QAM 256    19
20    290000000    6.7    41    QAM 256    20
21    298000000    6.7    41    QAM 256    21
22    306000000    6.5    41    QAM 256    22
23    314000000    6.5    41    QAM 256    23
24    322000000    6.5    41    QAM 256    24
25    330000000    6.2    41    QAM 256    25
26    410000000    7    41    QAM 256    35
27    418000000    7.2    41    QAM 256    36
28    522000000    7.6    41    QAM 256    37
29    530000000    7.5    41    QAM 256    38
30    538000000    7.9    41    QAM 256    39
31    546000000    7.9    40    QAM 256    40

3.0 Downstream channels
Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    40    58968    31926
2    Locked    40    46222    6452
3    Locked    40    76390    57399
4    Locked    41    300576    60048
5    Locked    41    399578    126549
6    Locked    41    12457    11801
7    Locked    41    12181    8631
8    Locked    41    14787    7825
9    Locked    41    17023    8887
10    Locked    41    19979    6749
11    Locked    41    22876    6990
12    Locked    41    22882    8378
13    Locked    41    17654    8380
14    Locked    41    10595    7863
15    Locked    41    8756    543
16    Locked    41    8667    502
17    Locked    41    7800    6312
18    Locked    41    6307    897
19    Locked    41    7386    8032
20    Locked    41    7206    668
21    Locked    41    9587    13346
22    Locked    41    9359    13142
23    Locked    41    8144    6322
24    Locked    41    6676    452
25    Locked    41    7964    4859
26    Locked    41    3434    497
27    Locked    41    6036    11884
28    Locked    41    1270    18
29    Locked    41    2931    4125
30    Locked    41    3438    4479
31    Locked    40    874    14

3.1 Downstream channels
Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
41    94    4K    1840    QAM 4096    1108

3.1 Downstream channels
Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
41    Locked    41    7.5    3966129139    14817

[Cardiffman282 · Accepted solution]

Lots of Post RS errors and uncorrectable errors. Check all cables and connections are tight and in good condition. Also check for local faults on 0800 561 0061. 

[Tom_W1]

Hi @co_olin thanks for your post although we're sorry to hear of your concerns.

We have ran checks and we're unable to see any issues on the network at the time of writing, is this still happening for you and do you need any further support?

Many thanks