Speed drop and account strangeness

[CeeBeeUK]

I'm in South-East London (in case it matters) and have been on M350 since February

I have Google Mesh Wifi and it runs an utomated speed test every other day. Since June 18th the speed is regularly in the 90Mbps instead of the previous 350+Mbps

When I logged in to the website my home page no longer shows me as having broadband in my package, despite the contact (and bill!) saying I do.

I've tried the online helper, rebooted the router, etc... but speed tests are still maxing at mid 90.

Could someone take a look into this and let me know if there is anything that can be done?

[CeeBeeUK]

In case this could be useful... I'll attach the network router pages too

Downstream bonded channels

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

1	402750000	-7	37	256 qam	30
2	202750000	-3.2	38	256 qam	9
3	210750000	-4	38	256 qam	10
4	218750000	-4.5	38	256 qam	11
5	226750000	-4.7	38	256 qam	12
6	234750000	-4.5	38	256 qam	13
7	242750000	-4.7	38	256 qam	14
8	250750000	-4.5	38	256 qam	15
9	258750000	-4.9	38	256 qam	16
10	266750000	-5	38	256 qam	17
11	274750000	-5.5	38	256 qam	18
12	282750000	-5.9	38	256 qam	19
13	290750000	-6	37	256 qam	20
14	298750000	-6	37	256 qam	21
15	306750000	-5.7	38	256 qam	22
16	314750000	-5.5	38	256 qam	23
17	322750000	-5.7	38	256 qam	24
18	330750000	-5.5	38	256 qam	25
19	370750000	-6	37	256 qam	26
20	378750000	-6.7	37	256 qam	27
21	386750000	-7	38	256 qam	28
22	394750000	-7.2	37	256 qam	29
23	410750000	-6.5	37	256 qam	31
24	418750000	-6.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	19	0
2	Locked	38.6	22	0
3	Locked	38.6	22	0
4	Locked	38.6	31	0
5	Locked	38.9	24	0
6	Locked	38.9	21	0
7	Locked	38.6	13	0
8	Locked	38.9	12	0
9	Locked	38.9	8	0
10	Locked	38.6	15	0
11	Locked	38.6	10	0
12	Locked	38.6	20	0
13	Locked	37.6	21	0
14	Locked	37.6	20	0
15	Locked	38.6	7	0
16	Locked	38.6	13	0
17	Locked	38.6	10	0
18	Locked	38.6	16	0
19	Locked	37.6	8	0
20	Locked	37.6	20	0
21	Locked	38.6	17	0
22	Locked	37.6	17	0
23	Locked	37.6	18	0
24	Locked	38.6	25	0

[CeeBeeUK]

Upstream bonded channels

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

1	39399949	46	5120	64 qam	3
2	32600007	44.5	5120	64 qam	4
3	46199998	47.5	5120	64 qam	2
4	53699988	48.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[CeeBeeUK]

Network Log

Time Priority Description

30/06/2021 00:53:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:00:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 16:47:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 16:47:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 06:16:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 04:47:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 04:47:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 13:35:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 16:47:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 16:47:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 10:43:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 20:47:16	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 20:47:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 17:46:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:09:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:05:20	critical	Received 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;
16/06/2021 15:04:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:04:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:04:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 15:04:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Your downstream power is too low - this could cause the issues!

I think there may be a fault in SE London at the moment.

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[CeeBeeUK]

Thanks for reaching out...

Once the screen shot has passed inspection, it shows that the speed dropped on the 18th June and hasn't recovered.

How long does the website take to update! 😜 j/k

[Travis_M]

Hi @CeeBeeUK

Thanks for posting!

How is the service today?

Regards

[CeeBeeUK]

My Download speed is still stuck at ~90Mbps and my my.virginmedia.com homepage is still asking if I want to add broadband to my account!

[Serena_C]

Hi @CeeBeeUK

Sorry to hear you are still experiencing issues with your download speed and your My Virgin Media account.

I would like to take a look at your account and get this resolved for you. I was unable to locate your account from the details provided, so I shall send you a private message now to obtain the details required.

Please look out for the purple envelope in the top right corner 🙂

Best wishes,

Serena