on 28-07-2021 18:45
At the beginning of June I upgraded my package from the 200Mbs to the Ultimate Oomph 600Mbs. When my package was first upgraded I was getting the expected speed. Last week my speeds dropped to around 150Mbs give or take 20Meg. I contacted customer service and the guy I talked to told me that there was a problem there end but would fix it and to give 24hrs to settle down. 48hrs passed and there was no improvement so I contacted VM again, this time the operator told me every thing was ok but to reset my router to defaults then he carried out some tests his end and after half an hour or so told me it was third party equipment that I had connected that was causing the problem. When I checked my speed after he had done whatever he had done I found it now to be only 10-15 meg. When I told him this he insisted it was the third party equipment and there was nothing he could do to fix it. After the call I disconnected all the third party devices and turned off everything that was connected by wifi. I then checked my speed again and found that it was still 10-15Mbs on wifi and 75 on a wired ethernet connection. I have been monitoring since and at one point my speed dropped to 0.43Mbs. These things don't really mean a lot to me but the network log doesn't to good. Any help and advice would be very much appreciated.
Thanks in advance to any one that can help
Network Log
Time Priority Description
28/07/2021 18:11:43 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 19:15:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 19:06:19 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 07:43:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/07/2021 03:17:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:48:48 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:48:48 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:48:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:45 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 03:47:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2021 19:14:54 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/07/2021 13:58:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/07/2021 21:56:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 17:02:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 17:20:13 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 09:56:27 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Answered! Go to Answer
on 29-07-2021 08:38
Broadband Quality Monitor: Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.
Looks like a clear VM problem, judging by the downstream post-RS errors shown in the data you posted. That's uncorrectable errors between your hub and VM's network gear, and each time that happens the data has to be re-requested which causes slow speeds and latency problems, for applications that run in real time (like gaming, video calling) re-requested data often arrives too late to be useable, and the application or game glitches in various unhelpful ways.
on 28-07-2021 20:26
on 28-07-2021 20:49
Hi John,
thanks for the quick reply.
I am using the Virgin Hub 3
3rd party equipment is a Samsung TV, Sonos sound system, Philips Hue lights, Lutron Light controls and a Nest cctv camera and Amazon Alexa.
mac book lap top, when being used, Family iPhones. 1PC and1 i mac wired connections i mac which is rarely used.
All of these have caused no issues in the past 2 years that I have been a VM customer it was only the past couple of weeks that things have slowed right down.
I'm not sure if this will have any bearing on things but it all started when I got my TV360 upgrade.
Is this the info you require, the network logs were included in my original post
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.3 | 40 | 256 qam | 1 |
2 | 147000000 | 5.6 | 40 | 256 qam | 2 |
3 | 155000000 | 5.5 | 40 | 256 qam | 3 |
4 | 163000000 | 5.6 | 40 | 256 qam | 4 |
5 | 171000000 | 5.6 | 40 | 256 qam | 5 |
6 | 179000000 | 5.6 | 40 | 256 qam | 6 |
7 | 187000000 | 5.8 | 40 | 256 qam | 7 |
8 | 195000000 | 5.8 | 40 | 256 qam | 8 |
9 | 203000000 | 5.6 | 40 | 256 qam | 9 |
10 | 211000000 | 5.5 | 40 | 256 qam | 10 |
11 | 219000000 | 5.3 | 40 | 256 qam | 11 |
12 | 227000000 | 5 | 40 | 256 qam | 12 |
13 | 235000000 | 5 | 40 | 256 qam | 13 |
14 | 243000000 | 5 | 40 | 256 qam | 14 |
15 | 251000000 | 5 | 40 | 256 qam | 15 |
16 | 259000000 | 5 | 40 | 256 qam | 16 |
17 | 267000000 | 5 | 40 | 256 qam | 17 |
18 | 275000000 | 5.1 | 40 | 256 qam | 18 |
19 | 283000000 | 5 | 40 | 256 qam | 19 |
20 | 291000000 | 5.3 | 40 | 256 qam | 20 |
21 | 299000000 | 5.4 | 40 | 256 qam | 21 |
22 | 307000000 | 5.6 | 40 | 256 qam | 22 |
23 | 315000000 | 5.6 | 40 | 256 qam | 23 |
24 | 323000000 | 5.6 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 1856 | 36502 |
2 | Locked | 40.9 | 1634 | 36638 |
3 | Locked | 40.9 | 2215 | 37545 |
4 | Locked | 40.3 | 938 | 8492 |
5 | Locked | 40.3 | 1418 | 36759 |
6 | Locked | 40.3 | 1786 | 36314 |
7 | Locked | 40.3 | 1553 | 36388 |
8 | Locked | 40.9 | 1397 | 38433 |
9 | Locked | 40.3 | 1328 | 14615 |
10 | Locked | 40.3 | 1511 | 37063 |
11 | Locked | 40.9 | 2116 | 37036 |
12 | Locked | 40.3 | 1285 | 39014 |
13 | Locked | 40.3 | 2074 | 36777 |
14 | Locked | 40.3 | 1711 | 15560 |
15 | Locked | 40.9 | 1754 | 15026 |
16 | Locked | 40.9 | 2294 | 36544 |
17 | Locked | 40.3 | 2604 | 37364 |
18 | Locked | 40.9 | 4593 | 33110 |
19 | Locked | 40.9 | 5863 | 33497 |
20 | Locked | 40.3 | 9491 | 29613 |
21 | Locked | 40.3 | 11117 | 27164 |
22 | Locked | 40.9 | 14024 | 24383 |
23 | Locked | 40.9 | 15349 | 14378 |
24 | Locked | 40.9 | 17631 | 11518 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 47 | 5120 | 64 qam | 1 |
2 | 39400000 | 47.3 | 5120 | 64 qam | 4 |
3 | 46200000 | 47.3 | 5120 | 64 qam | 3 |
4 | 53700000 | 47 | 5120 | 64 qam | 2 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 29-07-2021 00:02
on 29-07-2021 07:37
Thanks John, I will give this a try and get back to you. I was thinking along the noise route myself so changed all the cables I could to see if there was a faulty one or dodgy connection somewhere but that had no effect.
If I need to get a tech visit it could be fun as each time I have phoned VM they tell me it's my equipment and and when I asked for someone to call to investigate they tell me they can't.
Thanks for your help I will keep you updated
on 29-07-2021 07:54
Don't mean to sound daft but what is the BQM?
on 29-07-2021 08:38
Broadband Quality Monitor: Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.
Looks like a clear VM problem, judging by the downstream post-RS errors shown in the data you posted. That's uncorrectable errors between your hub and VM's network gear, and each time that happens the data has to be re-requested which causes slow speeds and latency problems, for applications that run in real time (like gaming, video calling) re-requested data often arrives too late to be useable, and the application or game glitches in various unhelpful ways.
29-07-2021 08:51 - edited 29-07-2021 08:53
Ah right thanks Andrew, I have already got this running as of last night, I will keep an eye on things.
I will contact VM again and see what they say but as I said earlier they have not been to helpful up to now.
Thanks for your help
on 29-07-2021 09:02
Phoning problems in is a very mixed bag, and personally I wouldn't bother. A brush off is likely again due to VM's poor quality offshore support. The staff on this forum are UK based, bright, helpful, and can be reasoned with, let's see what the BQM shows. I suspect from the errors that a technician visit will be needed, and the forum staff can arrange that if needed.
on 29-07-2021 09:53
I have to agree with you there Andrew-G I have had a an extremely bad experience with VMs customer service over the past 7 or 8 weeks to the point of threatening to cancel my contract.
I thought I had almost got everything sorted last week when they updated my TV package to the TV360, it is probably coincidental but this is around the same time I started having the speed problems I'm having now. Contacting customer service I have been getting different and sometimes contradicting advice from the operators I have spoken to.
Like you suggest I will let the BQM run and see what conclusions you guys come to.
Thanks again for your help its very much appreciated