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Speed Issue AGAIN!!!!!!!!!!!!!

fatimaibrar
Joining in

on ‎14-01-2022 22:35

Hi Guys, I've been facing regular issues with the broadband since moved from Hub 3 to Hub 4. Just had a 4th engineer come to our property on 11th Tuesday and started to get 900mb+ wired. 

Today again started to face issues and I'm getting below 100mb speed using an Ethernet cable on a 1GB connection.

Cable Modem Status

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels

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

253310000006.30000340.366287QAM25625
11390000008.09999838.983261QAM2561
21470000007.59999838.983261QAM2562
31550000007.40000240.366287QAM2563
41630000007.19999738.983261QAM2564
51710000006.59999838.983261QAM2565
61790000006.09999838.983261QAM2566
71870000004.69999738.605377QAM2567
81950000005.59999838.605377QAM2568
92030000006.00000040.366287QAM2569
102110000006.19999740.366287QAM25610
112190000005.80000338.983261QAM25611
122270000005.80000338.983261QAM25612
132350000005.90000238.983261QAM25613
142430000005.69999740.366287QAM25614
152510000005.69999738.983261QAM25615
162590000005.50000040.366287QAM25616
172670000005.50000038.983261QAM25617
182750000006.00000040.366287QAM25618
192830000005.50000038.983261QAM25619
202910000005.80000340.366287QAM25620
212990000006.00000040.366287QAM25621
223070000005.69999740.366287QAM25622
233150000006.09999840.366287QAM25623
243230000006.19999740.366287QAM25624
263390000006.40000240.366287QAM25626
273470000006.09999840.366287QAM25627
283550000006.30000340.366287QAM25628
293630000006.50000040.366287QAM25629
303710000006.30000340.366287QAM25630
313790000006.59999840.366287QAM25631



3.0 Downstream channels

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

25Locked40.36628700
1Locked38.98326100
2Locked38.98326100
3Locked40.36628700
4Locked38.98326100
5Locked38.98326100
6Locked38.98326100
7Locked38.60537700
8Locked38.60537700
9Locked40.36628700
10Locked40.36628700
11Locked38.98326100
12Locked38.98326100
13Locked38.98326100
14Locked40.36628700
15Locked38.98326100
16Locked40.36628700
17Locked38.98326100
18Locked40.36628700
19Locked38.98326100
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
 
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17 REPLIES 17

fatimaibrar
Joining in

on ‎14-01-2022 22:37

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM256759



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked402.71090

3.0 Upstream channels

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

14620000048.5205995120 KSym/sec64QAM3
23940000048.7705995120 KSym/sec64QAM4
35370000049.2705995120 KSym/sec64QAM2
46030000049.2705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0020

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
wrkldJKDHSUBsgvca69834ncxv987



Primary Downstream Service Flow

SFID
9320
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
6407
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

 

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fatimaibrar
Joining in
In response to fatimaibrar

on ‎14-01-2022 22:37

Network Log

Time Priority Description

Sat Jan 8 14:57:21 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:00:35 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:12:50 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:12:53 20226DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:15:45 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:58:06 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:58:06 20226DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 16:03:42 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 9 23:56:07 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 9 23:56:20 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:46:41 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:58:56 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:58:58 20226DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 13:01:25 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 16:56:32 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:08:50 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:08:53 20226DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:10:25 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:31:02 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:43:20 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:43:22 20226DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:49:28 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:26 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:35 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:40 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:40 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:44 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:58 20226CM-STATUS message sent. Event Type Code: 4; Chan ID: 14; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:59 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:16:10 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:17:43 20223Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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jbrennand
Very Insightful Person
Very Insightful Person
In response to fatimaibrar

on ‎15-01-2022 02:17

Stats look fine. Have you changed the ethernet cable fo a new Cat6a one?

What device are you connecting one with those speeds ?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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carl_pearce
Community elder
In response to jbrennand

‎15-01-2022 13:35 - edited ‎15-01-2022 13:46

QAM value of 256 on may not be helping (Should be 2048 / 4096 on the DOCSIS 3.1 channel):

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM256759
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fatimaibrar
Joining in
In response to carl_pearce

on ‎15-01-2022 13:51

Well the past few days it was working fine, it actually had "4096" on that but don't know how it's changed.

Who needs to sort this out?

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carl_pearce
Community elder
In response to fatimaibrar

on ‎15-01-2022 13:52

@fatimaibrar wrote:

Well the past few days it was working fine, it actually had "4096" on that but don't know how it's changed.

Who needs to sort this out?

Another engineer visit.

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fatimaibrar
Joining in
In response to carl_pearce

on ‎15-01-2022 17:39

I've just come home from work and after checking, it seems everything is working fine and the "QAM" seems to be sorted somehow.

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM4096759



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked402.4763573631100
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Jodi_S
Forum Team
Forum Team
In response to fatimaibrar

on ‎18-01-2022 08:52

Hi fatimaibrar,

Thanks for posting on our community forums. Sorry to hear that you've been experiencing slow speeds again with our internet. We can certainly understand hour frustration, especially after 4 engineer visits.

Your last post stated that that everything was working fine on Saturday, is this still the case today?

I have performed a routine check on your account this morning and can see some issues with your downstream power level issues. Its nothing major, however this may affect your speed.

Please can you let me know how the services have been over the weekend and come back to us if your still experiencing issues.

Kind regards Jodi. 

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fatimaibrar
Joining in
In response to Jodi_S

‎19-01-2022 20:46 - edited ‎19-01-2022 20:53

Hi, It's gone below 100mb again now and I'm checking this using an Ethernet cable. Honestly speaking since we have had the HUB 4 were facing regular issues and this is the 3rd Hub 4 were on right now as it's been replaced by the engineers.

The speeds are so messed up that at the moment it's below 100mb and later might increase and decrease again.

I was also told by the virgin customer service team that I'll be compensated for the time we were having reduced speeds which at the moment has been for like a month if not longer as it's been up and down with speeds. I was supposed to see this on my latest virgin bill but there had been no compensation given and have been charged the full amount.

I'm getting so frustrated with virgin that soon I'll be forced to end my contract with them at this rate.

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