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Slow unreliable speed M200

624bb91a6de93857a1cfe7ee48d365edc7491409

 

 

10298730466

1603461255887505155

 

 

Just moved in to a new house, about 2 months now. Speed was great from the beginning, now sometimes it's down to 1% of promised speed, regardless to what device, peak / off peak and in what room it's being used. Tried the reset and all other suggestions and it's still very unreliable. Tried to contact via online chat, but takes hours for someone to answer. Please help. 

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Message 2 of 18
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Re: Slow unreliable speed M200

Go into the hub's status page (white link from hub landing page titled "Check router status".

Copy and paste in replies here the contents of the three tabs Downstream, Upstream, Network log.  Copy and paste as text, not images, as they're rarely easily legible and even more rarely do they include all the needed data.  

Regarding the BQM, that just shows your BQM has an invalid IP address, or the hub is rejecting ICMP requests.

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Re: Slow unreliable speed M200

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14027500006.540256 qam25
21947500005.938256 qam8
32027500005.940256 qam9
4210750000638256 qam10
5218750000638256 qam11
62267500005.938256 qam12
72347500005.938256 qam13
8242750000640256 qam14
9250750000640256 qam15
102587500006.140256 qam16
11266750000638256 qam17
12274750000638256 qam18
13282750000640256 qam19
14290750000638256 qam20
15298750000638256 qam21
163067500006.340256 qam22
173147500006.438256 qam23
183227500006.538256 qam24
194107500006.540256 qam26
204187500006.540256 qam27
214267500006.940256 qam28
224347500006.838256 qam29
234427500006.938256 qam30
244507500007.440256 qam31


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.326781
2Locked38.91905367
3Locked40.32185308
4Locked38.92169296
5Locked38.91814237
6Locked38.9929151
7Locked38.938797
8Locked40.3326100
9Locked40.3330108
10Locked40.3342111
11Locked38.9346109
12Locked38.933699
13Locked40.332791
14Locked38.933285
15Locked38.9314103
16Locked40.3338149
17Locked38.9336134
18Locked38.9328127
19Locked40.327572
20Locked40.329478
21Locked40.328963
22Locked38.926971
23Locked38.927146
24Locked40.326659

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000004.8512064 qam1
2325999374.9512064 qam3
3258001214.925512032 qam4
4394000004.85512064 qam2
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Re: Slow unreliable speed M200

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

23/10/2020 14:10:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 00:35:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 02:11:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 02:04:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 01:17:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 01:17:30ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:33:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:33:1criticalReceived 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;
22/10/2020 00:28:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:28:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:28:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:28:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 00:28:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 21:13:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 01:43:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 22:17:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 22:05:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 21:21:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 16:44:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 00:34:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 18
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Re: Slow unreliable speed M200

Downstream post-RS errors look too high, the upstream power is nominally within limits but certainly on the high side, and one upstream channel has dropped back to 32 QAM (all should be at 64 QAM).  The Network isn't as bad as some we see, but there's still a good crop of timeouts, sycn failures and partial service errors that evidence what you're saying.  I'll flag this for the forum staff to advise, but chances are it will need a technician visit to resolve.

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Re: Slow unreliable speed M200

Thanks for looking into it. 

Pretty sure Virgin promises to keep the speed at least 50% of what it is. Mine nowhere near that mark.

What do I need to do next to fix this issue? 

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Re: Slow unreliable speed M200

It's in the queue for the forum staff to advise on, but they're very busy at the moment.  If you don't want to wait you can try phoning it in, but chances are you'll end up with offshore unhelp desk if you get through at all, and their mission is not to fix your problem, just to tell you anything that will get you off the phone to them.

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Re: Slow unreliable speed M200

ok, thank you for your help!

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Re: Slow unreliable speed M200

bump

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Message 10 of 18
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Re: Slow unreliable speed M200

it's been only 3 weeks...

AccurateUnfinishedBergerpicard-max-1mb

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