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KMitchell91
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Upgraded from M350 to 1GB, Constant issues with speed drops

Hi All. 

Made the upgrade to 1GB from M350 17/18th August and had it installed on Sat 20th. The first couple days was absolutely brilliant. I was getting the speeds advertised and i'm still getting them. The problem i'm having is that it keeps dropping all day every day for the last 2 week on a wired ethernet connection. I'd use speedtest, samknows (sometimes the test fails when it's dropping connection) and all those websites/applications and i'll see drops of 0.15mpbs, then shooting back to around 200mbps to the advertise speeds of 900 to 945.54 as i know it won't go over 950 due to hub limitations. I noticed packet loss/huge latency spikes and it was getting worse so i checked speedtest to notice it dropping to around 0.57. Image below  was my speed 2 days after installation after noticing latency online. It's still dropping between 0.15-0.50 this morning.

I thought it would be due to a new install/upgrade so i let it settle for 7 days and the issue seemed to go away, i checked the "Fix Broadband" option on the VM website and they say i still have issues so i've booked an engineer visit. Just wanted to know if there are any solutions on VM's side, checking to see why i'm getting my speeds but it's spiking crazily all day. I can web browse but can't play games any more due to it getting so bad. Can't watch videos on youtube on the tv either.

KMitchell91_0-1662467537071.png

 

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KMitchell91
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Re: Upgraded from M350 to 1GB


Been hitting these lows all morning out of nowhere.
KMitchell91_0-1662468158630.png

 

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KMitchell91
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Re: Upgraded from M350 to 1GB

3.0 Downstream channels

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

25331000000-9.537.4QAM25625
1139000000-0.440.4QAM2561
2147000000-0.340.9QAM2562
3155000000-0.639QAM2563
4163000000-1.539QAM2564
5171000000-2.139QAM2565
6179000000-2.539QAM2566
7187000000-339QAM2567
8195000000-3.539QAM2568
9203000000-3.839QAM2569
10211000000-4.139QAM25610
11219000000-4.438.6QAM25611
12227000000-539QAM25612
13235000000-5.339QAM25613
14243000000-5.538.6QAM25614
15251000000-5.938.6QAM25615
16259000000-638.6QAM25616
17267000000-5.738.6QAM25617
18275000000-5.638.6QAM25618
19283000000-6.238.6QAM25619
20291000000-6.937.4QAM25620
21299000000-6.737.6QAM25621
22307000000-6.837.4QAM25622
23315000000-7.637.4QAM25623
24323000000-8.937.4QAM25624
26339000000-9.436.4QAM25626
27347000000-9.636.6QAM25627
28355000000-9.836.6QAM25628
29363000000-9.836.4QAM25629
30371000000-9.836.6QAM25630
31379000000-10.336.4QAM25631

 

3.0 Downstream channels

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

25Locked37.35598800
1Locked40.36628700
2Locked40.94620900
3Locked38.98326100
4Locked38.98326100
5Locked38.98326100
6Locked38.98326100
7Locked38.98326100
8Locked38.98326100
9Locked38.98326100
10Locked38.98326100
11Locked38.60537700
12Locked38.98326100
13Locked38.98326100
14Locked38.60537700
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked37.35598800
21Locked37.63627600
22Locked37.35598800
23Locked37.35598810
24Locked37.35598800
26Locked36.38689000
27Locked36.60965300
28Locked36.60965320
29Locked36.38689000
30Locked36.60965300
31Locked36.38689000

 

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KMitchell91
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Message 4 of 12
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Re: Upgraded from M350 to 1GB

3.0 Upstream channels 

Channel 

Frequency (Hz) 

Power (dBmV) 

Symbol Rate (ksps) 

Modulation 

Channel ID 

1 

25800000 

50 

5120 KSym/sec 

64QAM 

6 

2 

39400000 

51.5 

5120 KSym/sec 

64QAM 

4 

3 

46200000 

52.3 

5120 KSym/sec 

64QAM 

3 

4 

32600000 

50.5 

5120 KSym/sec 

64QAM 

5 


3.0 Upstream channels
 

Channel 

Channel Type 

T1 Timeouts 

T2 Timeouts 

T3 Timeouts 

T4 Timeouts 

1 

US_TYPE_STDMA 

0 

0 

3 

0 

2 

US_TYPE_STDMA 

0 

0 

0 

0 

3 

US_TYPE_STDMA 

0 

0 

0 

0 

4 

US_TYPE_STDMA 

0 

0 

0 

0 

 

 

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KMitchell91
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Re: Upgraded from M350 to 1GB

Network Log 

 

Time 

Priority 

Description 

Tue 06/09/2022 10:28:17 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 10:28:19 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 10:36:55 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 10:37:13 

6 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 10:52:05 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 10:52:27 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 11:19:31 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 11:19:39 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 13:07:25 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 13:07:37 

6 

CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 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; 

Tue 06/09/2022 13:48:01 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 13:48:04 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 13:55:45 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 13:55:49 

6 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 13:59:07 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 13:59:08 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 14:02:39 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:02:46 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 14:07:01 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:07:28 

6 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:10:07 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:10:11 

6 

CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 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; 

Tue 06/09/2022 14:12:37 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:12:44 

6 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:20:09 

5 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 

Tue 06/09/2022 14:20:30 

6 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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KMitchell91
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Message 6 of 12
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Re: Upgraded from M350 to 1GB

KMitchell91_0-1662498435784.png

 

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Reece_MH
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Message 7 of 12
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Re: Upgraded from M350 to 1GB

Hi @KMitchell91,

Thanks for your post, and a warm welcome back to our Community Forums!

I'm sorry to hear you're facing problems with your Broadband service. I've taken a look at things on our end and can see some packet loss, and disconnections on your service.

I'm going to drop you a private message to look into this further. Please look out for it in the top-right of the Forums, in the purple envelope.

Cheers,

Reece - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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KMitchell91
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Re: Upgraded from M350 to 1GB

Thanks Reece for the messages but i'm pretty fed up/had enough.

Having upgraded on August 20th, to an engineer that failed to send off my request for cabling repull outside my property and contecting VM Community here around the 13th September, to booking me in 3 weeks later on October 8th, to receiving a text message just now telling me that they've rebooked me in, for 2 weeks time on the 22nd. I've put a complaint in and i'll be looking to leave VM after years with you through family and then me. Nothing but problems from installation after moving a few years ago and waiting a couple months to get connected, to waiting what would be 2 months to enjoy waiting 2-3 minutes to load an image and 5 minutes to buffer a video to having to buffer again a few minutes later. Won't even think of playing an online game right now.

Wish things were so much simpler to get online, i'm in the city and shouldn't have been an issue, it's a highly populated VM area and i feel a bit entitled to be reacting in this way but it's just one problem after another, it's affected being able to work, gfs side business etc. Sending me barmy.

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John_GS
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Message 9 of 12
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Re: Upgraded from M350 to 1GB

I am sorry for that, as my colleague has explained, we would have booked in the first available slot. Though I do appreciate the frustration. Please do let us know how the tech visit goes and if you need further assistance.

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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KMitchell91
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Message 10 of 12
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Re: Upgraded from M350 to 1GB

It was rebooked twice to October then 28 November. No one from, i'm assuming Comex2000 since they're partnered with VM bothered to turn up to the property yesterday, was supposed to have been escalated since it's the construction team for the pre pull and have a text message or email by 5 today and got nothing. I have a VM Assistant on Whatsapp asking me if i'm ok to rebook it to the 14th December. I'm refusing and fighting to get my contract canceled. I can't stream anything, play any videos or play a simple online game.

It will have been 4 months and counting to get this sorted, i'm done. 

 

Thanks anyway.

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