Some time later, unacceptable speeds again...

[Teem50]

About two years ago, I had essentially the same problem, solved after discussing here and a technician visit to replace the modem.

Here we go again:

Obviously a long way short of the 200Mbps paid for and the usual 20Mbps-ish upload. This is in modem mode, but also checked in router mode after much connection checking and rebooting.

As before, lots of timeouts in the modem logs:

etc.

Can someone help?

Thanks in advance,

Tim

[Teem50]

Having realised, duh, how to extract the data a bit more succinctly... Cable Modem Status Item Status Comments Acquired Downstream Channel (Hz) 139000000 Locked Ranged Upstream Channel (Hz) 46200000 Locked Provisioning State Online Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 -3 38 256 qam 1 2 147000000 -3.4 38 256 qam 2 3 155000000 -3.9 38 256 qam 3 4 163000000 -3.5 38 256 qam 4 5 171000000 -3.5 38 256 qam 5 6 179000000 -4 38 256 qam 6 7 187000000 -3.7 40 256 qam 7 8 195000000 -3.7 40 256 qam 8 9 203000000 -4.2 40 256 qam 9 10 211000000 -4.5 40 256 qam 10 11 219000000 -4.5 40 256 qam 11 12 227000000 -5 40 256 qam 12 13 235000000 -4.7 38 256 qam 13 14 243000000 -5.2 38 256 qam 14 15 251000000 -5.7 38 256 qam 15 16 259000000 -5 38 256 qam 16 17 267000000 -5.5 38 256 qam 17 18 275000000 -4.7 38 256 qam 18 19 283000000 -4.9 38 256 qam 19 20 291000000 -4.9 38 256 qam 20 21 299000000 -4.4 38 256 qam 21 22 307000000 -4.7 40 256 qam 22 23 315000000 -4.2 40 256 qam 23 24 323000000 -4.9 38 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 2187473 4013406 2 Locked 38.9 2253367 2997163 3 Locked 38.6 2590185 5538466 4 Locked 38.9 2550613 8692920 5 Locked 38.9 8369547 2808935 6 Locked 38.9 2874516 6154106 7 Locked 40.3 3272416 3850051 8 Locked 40.3 3205106 340755 9 Locked 40.9 1918887 5761 10 Locked 40.3 10767 2073 11 Locked 40.3 14274 2363 12 Locked 40.3 3393878 12517 13 Locked 38.9 3063657 6182 14 Locked 38.9 15170 7973 15 Locked 38.9 13769 4441 16 Locked 38.9 796414 8051 17 Locked 38.9 4675097 215118 18 Locked 38.9 1531573 9883 19 Locked 38.6 10105 11476 20 Locked 38.9 38376 10719 21 Locked 38.9 3302569 45737 22 Locked 40.3 1077132 252 23 Locked 40.3 43 0 24 Locked 38.9 728 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 46200000 49.3 5120 64 qam 3 2 39400000 49.3 5120 64 qam 4 3 53700000 49.8 5120 64 qam 2 4 60299995 49.8 5120 64 qam 1 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 17 0 2 ATDMA 0 0 26 0 3 ATDMA 0 0 28 0 4 ATDMA 0 0 20 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 67168 Max Traffic Rate 230000061 Max Traffic Burst 42600 Min Traffic Rate 0 Primary Upstream Service Flow SFID 67167 Max Traffic Rate 22000061 Max Traffic Burst 42600 Min Traffic Rate 0 Max Concatenated Burst 42600 Scheduling Type BestEffort Network Log Time Priority Description 19/07/2021 10:09:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 10:09:06 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 10:00:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:59:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:57:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:57:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:51:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:51:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:24:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:24:09 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:18:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:18:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:17:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:17:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:17:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:17:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:16:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:16:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:16:04 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/07/2021 09:16:03 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Crikey! - Those PostRS errors are horrendous!

D/S power looks to be a little on the low side but within tolerance!

U/S looks a little high - but again within tolerance - combine that with the Errors and timeouts and I'd say VM need to book a tech visit to bring the power levels closer to spec and see how that goes!

[Teem50]

I'm sure a tech visit is the right approach. Problem is, what's the best way to achieve that. Last time actually phoning "support" was a complete waste of time (chap didn't actually know what modem mode was) and best result was achieved by posting here.

Is that still correct?

Tim

[Adduxi]

Just wait here and a VM Mod will pick this up in a day or two.  Otherwise just persist on the phone, best to call at 08:00 for shortest queues.

[Teem50]

For some reason, my post earlier is marked as solved, and it really isn't. Again, current speeds are:

Attention from a VM bod would be most welcome.

Tim

[jbrennand]

Its auto marked as "splved" as you ticked "helpful answer" - its a not very helpful feature of the forum 🙂

Stick to the original post and a VM person will respond in a day or two.

[jbrennand]

Do as Adduxi suggests - in the meantime it would be worth doing a pinhole reset as below.

---------------

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

If they havent reset then switch the Hub off and unplug it for a few minutes and then start up and look again

[Teem50]

---

@jbrennand wrote:
Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

If they havent reset then switch the Hub off and unplug it for a few minutes and then start up and look again

---

Tried all that, bazillions of errors practically immediately.

Going to start looking for other broadband suppliers in the morning. There's lots about these days. VM actually works well when it works but the "support" is absolutely appalling. I've been through this exact process several times now and it's really rather wearing.

Tim

[Teem50]

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@Adduxi wrote:

Just wait here and a VM Mod will pick this up in a day or two.  Otherwise just persist on the phone, best to call at 08:00 for shortest queues.

---

Well, you've quite right, at 0800 you do actually get answered quickly. Unfortunately, the response is useless and I'm still left with close to zero access.

T