Speed 'switch' has been reset

[Tetsujin28]

When we first upgraded to M350 it took forever before someone eventually realised no-one had flipped the switch at their end to actually give us 350. It sat at 200 through several phone calls [mostly trying to get them to charge us what we agreed rather than double, so the speed lift was fairly low priority in that stream of phone calls]

We get back after xmas break to find it's back at 200 again. 
The results are too consistent between tests to different servers to be a concurrence glitch. The automated 'having trouble?' system thinks there's nothing wrong. I can't easily get to the line figures as the router is in pure modem mode requiring me to sit in a cold, dank junk room 3 floors below with a 2004 laptop [not joking] to access it reconfigured as a router.

Is there anybody on here who can poke the relevant department, or do I have to go through yet another hour's phone call [or three] where the CSR has not a clue what I'm talking about.

[Yes, I've rebooted everything, no I'm not on WiFi, internal connections are good at 1gbps [110MB/s or so actual file transfer speeds as expected], yes I do pretty much know how this all works I've been running networks for 25 years… remember Token Ring & AppleTalk? 😉

History from SpeedTest. You can see when the switch was first flipped. Also that we're still getting 37 up, which is incongruous.

Also, this is a little worrying - we've been customers over a decade...

[Jonny-M]

If you look at the stats page on the hub there should be a confirmation there of the provisioned service speed, what does it say?

[Adduxi]

As above, Check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

[Tetsujin28]

As I already mentioned in my OP, I don't have a stats page, because the router is in dumb modem mode.
To reconfig it just to see some stats Virgin should be able to see from their end is far too disrupting. The router is three floors away from the rest of my network, meaning I have to drag a 20-year old laptop out of retirement [that I only keep just in case I am ever forced to do this], sit in a cold junk room directly hooked to it, working by torchlight, with the rest of the building offline until I've done.

[Jonny-M]

I'm not sure anybody can troubleshoot any further in that case, we need to know what service your modem is provisioned to.

[Tudor]

"As I already mentioned in my OP, I don't have a stats page, because the router is in dumb modem mode."

Not true, it’s exactly the same as for router mode, you do not need to even logon to the hub. Full instructions:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Configuration” tab, copy the text and paste into your reply, do not take a screen shot

From my hub5, I have never ever run in router mode.

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

53472

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

53471

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

[Roger_Gooner]

Why are you saying that your "internal connections are good at 1gbps"? This has nothing to do with your reduction in broadband speeds. You need to confirm that your hub is provisioned for M350 by looking at the max traffic rate. Here's mine for M500, so your figure will be correspondingly lower.

Max Traffic Rate 575000000

If your max traffic rate is correct, have you tried another Ethernet cable? If yes, can you post some stats.
For a hub 3: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status".
For a hub 4: go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), log in, click on the link "Check Router Status".
Copy and paste the Downstream, Upstream and Network Logs as text (not images). Mask any public IP address.

[Tetsujin28]

Thanks for the info on where to find this data.

Max traffic rate looks low - 402500089 -  according to @Roger_Gooner
I mentioned the internal speeds because generally when anyone asks this type of question, the first responses are all 'Did you reboot?' 'Are you using wifi?' etc… so I thought I'd skirt all that first by explaining what I *had* tested.

Downstream bonded channels

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

1	331000000	5	40	256 qam	25
2	339000000	4.5	38	256 qam	26
3	347000000	4.3	38	256 qam	27
4	355000000	4.6	40	256 qam	28
5	363000000	3.9	40	256 qam	29
6	371000000	4.9	40	256 qam	30
7	379000000	4.1	38	256 qam	31
8	387000000	4.4	38	256 qam	32
9	395000000	4.5	40	256 qam	33
10	403000000	4	40	256 qam	34
11	411000000	5	40	256 qam	36
12	419000000	4.3	40	256 qam	37
13	427000000	4.1	40	256 qam	38
14	435000000	4	40	256 qam	39
15	443000000	3.7	38	256 qam	40
16	451000000	4.3	40	256 qam	41
17	459000000	4	40	256 qam	35
18	467000000	4.3	40	256 qam	42
19	475000000	3.7	40	256 qam	43
20	483000000	4	40	256 qam	44
21	491000000	3.9	40	256 qam	45
22	499000000	4.3	40	256 qam	46
23	507000000	3.9	40	256 qam	47
24	515000000	3.5	40	256 qam	48

Downstream bonded channels

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

1	Locked	40.3	46	0
2	Locked	38.9	34	0
3	Locked	38.9	25	0
4	Locked	40.3	32	0
5	Locked	40.3	30	0
6	Locked	40.9	25	0
7	Locked	38.9	38	0
8	Locked	38.9	41	0
9	Locked	40.3	40	1
10	Locked	40.3	36	0
11	Locked	40.3	22	0
12	Locked	40.3	41	12
13	Locked	40.3	32	0
14	Locked	40.3	50	1
15	Locked	38.9	38	0
16	Locked	40.3	53	0
17	Locked	40.3	37	0
18	Locked	40.3	48	0
19	Locked	40.3	28	27
20	Locked	40.9	43	0
21	Locked	40.3	27	0
22	Locked	40.3	32	0
23	Locked	40.3	45	0
24	Locked	40.3	39	13

 

[Tetsujin28]

message too long, split in two

Upstream bonded channels

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

1	23600000	44.8	5120	64 qam	11
2	43100000	45.5	5120	64 qam	7
3	36600111	45.3	5120	64 qam	8
4	49600083	45.3	5120	64 qam	6
5	30100000	45.3	5120	64 qam	9

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
5	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	423766
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	423765
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Time Priority Description

05/01/2023 08:52:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 12:17:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2022 01:29:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2022 00:17:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2022 11:56:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 12:17:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2022 15:22:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2022 00:17:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 17:35:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2022 08:24:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 13:04:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2022 03:09:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2022 20:42:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 17:42:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2022 22:40:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 23:37:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2022 21:00:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 11:37:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2022 00:37:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2022 23:37:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Jonny-M]

That's the right config for the 350Mbps service (402500089 bits per second is 402 megabits per second).