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 12:37
This is the link to my shared graph.......I think!
on 29-07-2021 13:46
on 29-07-2021 13:55
Yes John I rebooted to clear and reset the fault log around 7:30 this morning.
on 29-07-2021 20:46
After resetting my router this morning no post RS errors have occurred,(see below) before reset there were 36000 plus errors in each channel.
My download speed is still around the 15-20Mb wifi and around 75Mb wired direct into my router. Would you still recommend I get a tech visit?
If yes can anyone give me some pointers on how to do this as customer service say they can't arrange a visit.
thanks again
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.5 | 40 | 256 qam | 1 |
2 | 147000000 | 5.9 | 40 | 256 qam | 2 |
3 | 155000000 | 5.8 | 40 | 256 qam | 3 |
4 | 163000000 | 5.9 | 40 | 256 qam | 4 |
5 | 171000000 | 5.9 | 40 | 256 qam | 5 |
6 | 179000000 | 5.9 | 40 | 256 qam | 6 |
7 | 187000000 | 6 | 40 | 256 qam | 7 |
8 | 195000000 | 6 | 40 | 256 qam | 8 |
9 | 203000000 | 5.8 | 40 | 256 qam | 9 |
10 | 211000000 | 5.6 | 40 | 256 qam | 10 |
11 | 219000000 | 5.5 | 40 | 256 qam | 11 |
12 | 227000000 | 5.3 | 40 | 256 qam | 12 |
13 | 235000000 | 5.3 | 40 | 256 qam | 13 |
14 | 243000000 | 5.1 | 40 | 256 qam | 14 |
15 | 251000000 | 5.3 | 40 | 256 qam | 15 |
16 | 259000000 | 5.3 | 40 | 256 qam | 16 |
17 | 267000000 | 5.1 | 40 | 256 qam | 17 |
18 | 275000000 | 5.3 | 40 | 256 qam | 18 |
19 | 283000000 | 5.3 | 40 | 256 qam | 19 |
20 | 291000000 | 5.4 | 40 | 256 qam | 20 |
21 | 299000000 | 5.5 | 40 | 256 qam | 21 |
22 | 307000000 | 5.8 | 40 | 256 qam | 22 |
23 | 315000000 | 5.8 | 40 | 256 qam | 23 |
24 | 323000000 | 5.9 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 6 | 0 |
2 | Locked | 40.9 | 5 | 0 |
3 | Locked | 40.3 | 1 | 0 |
4 | Locked | 40.3 | 8 | 0 |
5 | Locked | 40.3 | 19 | 0 |
6 | Locked | 40.9 | 15 | 0 |
7 | Locked | 40.9 | 5 | 0 |
8 | Locked | 40.9 | 20 | 0 |
9 | Locked | 40.3 | 7 | 0 |
10 | Locked | 40.3 | 8 | 0 |
11 | Locked | 40.9 | 5 | 0 |
12 | Locked | 40.3 | 8 | 0 |
13 | Locked | 40.3 | 12 | 0 |
14 | Locked | 40.9 | 15 | 0 |
15 | Locked | 40.9 | 14 | 0 |
16 | Locked | 40.9 | 23 | 0 |
17 | Locked | 40.9 | 22 | 0 |
18 | Locked | 40.9 | 16 | 0 |
19 | Locked | 40.9 | 17 | 0 |
20 | Locked | 40.3 | 11 | 0 |
21 | Locked | 40.3 | 13 | 0 |
22 | Locked | 40.9 | 8 | 0 |
23 | Locked | 40.3 | 15 | 0 |
24 | Locked | 40.9 | 19 | 0 |
on 30-07-2021 20:08
Hi DerekW21,
Thanks for your post and welcome to the forums It's great having you on board with us in the Community. I'd also just like the thank our VIPs for getting involved and offering up some valuable advice 🙂
I've looked at your account to see if there is anything going on there that can account for the slower speeds and it looks as though things are looking great. All your power levels are optimal, there is no congestion on the line at all and there is nothing to suggest you are having an issue at all.
I can see that we are currently monitoring the speed being received by the Hub to ensure we are meeting the Minimum speed requirements but this was only set up a few days ago by a staff member. This will run for 30 days and then we will contact you with the results.
You've mentioned above that the team have said it may be down to your equipment. Are you getting the same results no matter what equipment you are testing the speeds on?
With your ethernet cable, make sure this is at least a cat 6e and also ensure the network adapter on the PC/Laptop you are using supports up to 1GB. If these requirements aren't met then it's unlikely you'll get over 100mb on an ethernet connection.
Pop back and let us know.
Thanks,
on 31-07-2021 07:22
Hi Kath_F,
All other equipment in our house PCs, Laptops, Phones are all getting very slow speeds. When I disconnected every thing and turned everything connected by WiFi off apart from my lap top I still got the same results. around 15-20Mbs on wifi and 75Mbs when I connected my laptop directly using an ethernet cable to the router. Prior to me upgrading my package I had no issues what so ever and for the first few weeks after my upgrade I was getting the expected speeds of over 600Mbs. Then all of a sudden it just plummeted.
I have phoned VM a number of times and they just tell me the same thing over and over and are of no real help.
Why are VM so reluctant to send an engineer out to check things out? I see their vans in our area all the time.
To be honest I can't wait for the 30 days to pass so I can cancel my contract without any penalties because since I have upgraded to the ultimate Oomph package I have had one issue after another with VM and their customer service is woeful, promise after promise that never happens.
on 01-08-2021 13:42
Hi DerekW21,
I am sorry you seem to experiencing some slow speeds.
We can't see any problems with the service from our side.
Can you please perform a pin hole reset of the hub?
Alex_Rm
on 01-08-2021 13:57
Alex_Rm,
I have already done this twice and many other things as instructed by your colleagues and it has made no difference. This is why keep requesting a tech visit but VM seem to be very reluctant to send one for whatever reason.
Derek
on 01-08-2021 15:02
Thanks DerekW21,
So I can take a closer look at this for you I've send you a private message (purple envelope, top right hand corner) so I can get a few more details from you.
Alex_Rm
on 01-08-2021 15:29
Thanks for sending those details over via private message DerekW21,
I've arranged an engineer visit for you, you can view the time and date of your appointment via your online account here
Keep us posted with how the visit goes.
Alex_Rm