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burntbreadman84
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Message 1 of 22
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Slow speeds and constant dropout

Im pretty fed up with the slow speeds Im getting with constant dropouts.

 Paying for 200mbps

Lucky if I get 6mbps and 250k upload speeds.

Been like this for months.

 

I called VM up a few weeks ago ago. Was told to "forget the network" on my device and reconnect. Magically the speed went back to 200mbps for a few weeks before probles have come back.

Thing is.....the majority of my speed problems are with wired devices where I cant exactly forget the networks lol.

I was basically being told rubbish and to make it feel that the speeds were my fault.  But the considering the representative fixed my speed  I let it slide.

Now its been 3-4 days of constant slow speeds. Im lucky to even get a stable connection for more than 5mins.

I thought give it a few days for VM to fix the issue but no luck. Tried all the recommendation (reseting modem to factory, forgetting the networks om my wired devices.........etc)

Every time I do the test on myaccount I get a service are running normal.

Anonymous
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Message 2 of 22
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Re: Slow speeds and constant dropout

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

We can check from the stats if there is a local issue with your connection.

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burntbreadman84
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Message 3 of 22
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Re: Slow speeds and constant dropout


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 -2.2 37 256 qam 1
2 146750000 -2.5 38 256 qam 2
3 154750000 -2.5 38 256 qam 3
4 162750000 -2.7 38 256 qam 4
5 170750000 -3 38 256 qam 5
6 178750000 -3.2 38 256 qam 6
7 186750000 -3.4 38 256 qam 7
8 194750000 -3.7 38 256 qam 8
9 202750000 -4 38 256 qam 9
10 210750000 -4.2 38 256 qam 10
11 218750000 -4.5 38 256 qam 11
12 226750000 -4.7 36 256 qam 12
13 234750000 -5.2 38 256 qam 13
14 242750000 -5.2 38 256 qam 14
15 250750000 -5.5 38 256 qam 15
16 258750000 -5.7 38 256 qam 16
17 266750000 -6 38 256 qam 17
18 274750000 -6.2 38 256 qam 18
19 282750000 -6 38 256 qam 19
20 290750000 -6.2 38 256 qam 20
21 298750000 -6.2 38 256 qam 21
22 306750000 -6.5 38 256 qam 22
23 314750000 -6.7 38 256 qam 23
24 322750000 -6.9 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.9 11244299 17818754
2 Locked 38.6 17699338 6133869
3 Locked 38.9 15897475 19017760
4 Locked 38.9 11989242 28407800
5 Locked 38.9 10296089 5318237
6 Locked 38.9 13384902 24124680
7 Locked 38.9 18880064 15368747
8 Locked 38.9 4996030 3308030
9 Locked 38.6 4205017 2542656
10 Locked 38.9 4341445 719791
11 Locked 38.6 5354256 655548
12 Locked 36.3 5200059 1853054
13 Locked 38.6 5699689 1892897
14 Locked 38.6 6208188 738980
15 Locked 38.6 3407736 407810
16 Locked 38.9 4914804 1937050
17 Locked 38.6 5754615 4455643
18 Locked 38.9 5892214 3679760
19 Locked 38.6 4839546 1194970
20 Locked 38.9 4876407 1257824
21 Locked 38.6 4282410 3038853
22 Locked 38.6 4501875 2625936
23 Locked 38.6 4586120 483786
24 Locked 38.6 4310481 245774

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burntbreadman84
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Message 4 of 22
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Re: Slow speeds and constant dropout


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299988 4.925 5120 64 qam 1
2 39400093 4.975 5120 64 qam 4
3 53699941 5.025 5120 64 qam 2
4 46199859 5.025 5120 64 qam 3


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 0 0

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burntbreadman84
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Message 5 of 22
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Re: Slow speeds and constant dropout

Network Log
Time Priority Description
19/07/2020 21:05:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 21:05:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 21:05:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 21:04:55 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 21:04:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Anonymous
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Message 6 of 22
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Re: Slow speeds and constant dropout

The downstream power levels should be between -6 and +10. Some of yours are out of spec.

You have a large number of 'Post RS Errors', which normally points to an issue with the line (See above).

Your upstream power levels are near the limit as well (High).

This will need investigating further by an engineer.

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burntbreadman84
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Message 7 of 22
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Re: Slow speeds and constant dropout

Thanks for your help.

Ill book in an engineer to have a look at it

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burntbreadman84
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Message 8 of 22
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Re: Slow speeds and constant dropout

Shortly after the last post my speed returned.......for 30 mins.

Ive been trying to go on the VM website to book an appointment and either thatts been down or my internet is so bad I cant connect.

 

I guess its going to be a 30min + on hold call first thing tomorrow.

Not great when you have to rely on my phines 4G to get on voice conferences.......and even thats spotty (also Virgin Media)

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Anonymous
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Message 9 of 22
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Re: Slow speeds and constant dropout

Alternatively you can text VM on 07533 051 809.

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burntbreadman84
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Message 10 of 22
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Re: Slow speeds and constant dropout

Thanks for your help.

Luckily I happen to call in the moment the call centre was open (I was actually a couple of min early and checked opening times and just called again)

Ive never experienced VM answer a call so fast!

They are sending me a new router to see if it fixes the issue. The engineer is a last resort option, probably partly because a replacement router is cheaper than what it would cost to send someone out. But at the same time whole covid thing, to protect people.

2-3 days time Ill post if its fixed the issue or not.

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