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StevieBee
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Very Poor Broadband Speed

Speed has been variable, but very slow since Christmas. Connection via ethernet.

Seems to be a Network Issue

Network Log

Time Priority Description
15/01/2022 19:03:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 22:11:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 12:32:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 12:32:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 10:30:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 15:25:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 15:25:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 22:16:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 15:13:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 15:13:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 15:13:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 09:49:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 19:43:53noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 19:43:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 11:23:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2021 07:43:53noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2021 07:43:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 04:24:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2021 19:43:53noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2021 19:43:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Re: Very Poor Broadband Speed

You need to post the rest of the stats, i.e. power levels, both Upstream and Downstream and include the Pre and PostRS errors.

Also setup a BQM for monitoring, www.thinkbroadband.com/ping

Once done we can comment.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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StevieBee
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Message 3 of 16
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Re: Very Poor Broadband Speed

Downstream bonded channels

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

133075000018.436256 qam25
220275000014.933256 qam9
321075000014.833256 qam10
42187500001533256 qam11
522675000015.534256 qam12
62347500001634256 qam13
724275000016.334256 qam14
825075000016.134256 qam15
92587500001634256 qam16
1026675000016.134256 qam17
1127475000016.535256 qam18
1228275000016.535256 qam19
1329075000016.635256 qam20
1429875000016.835256 qam21
153067500001735256 qam22
1631475000017.135256 qam23
1732275000017.835256 qam24
1833875000018.535256 qam26
1934675000018.936256 qam27
2035475000019.336256 qam28
2136275000019.436256 qam29
223707500001936256 qam30
2337875000019.636256 qam31
243867500002036256 qam32
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StevieBee
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Message 4 of 16
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Re: Very Poor Broadband Speed

Downstream bonded channels

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

1Locked36.61810
2Locked33.82482890
3Locked33.82542890
4Locked33.81781900
5Locked34.3987080
6Locked34.3310430
7Locked34.9125690
8Locked34.9188480
9Locked34.4287330
10Locked34.4213100
11Locked3557270
12Locked35.534050
13Locked35.529830
14Locked3533440
15Locked35.520010
16Locked35.710910
17Locked35.74230
18Locked35.54340
19Locked36.32230
20Locked36.3820
21Locked36.3850
22Locked36.32570
23Locked36.31050
24Locked36.6510
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StevieBee
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Message 5 of 16
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Re: Very Poor Broadband Speed

Upstream bonded channels

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

13939999634512064 qam3
22579996434512064 qam5
33260000034512064 qam4
44620001932.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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carl_pearce
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Message 6 of 16
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Re: Very Poor Broadband Speed


@StevieBee wrote:

Downstream bonded channels

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

133075000018.436256 qam25
220275000014.933256 qam9
321075000014.833256 qam10
42187500001533256 qam11
522675000015.534256 qam12
62347500001634256 qam13
724275000016.334256 qam14
825075000016.134256 qam15
92587500001634256 qam16
1026675000016.134256 qam17
1127475000016.535256 qam18
1228275000016.535256 qam19
1329075000016.635256 qam20
1429875000016.835256 qam21
153067500001735256 qam22
1631475000017.135256 qam23
1732275000017.835256 qam24
1833875000018.535256 qam26
1934675000018.936256 qam27
2035475000019.336256 qam28
2136275000019.436256 qam29
223707500001936256 qam30
2337875000019.636256 qam31
243867500002036256 qam32

Your downstream power levels need adjusting, with an engineer visit, as they are out of spec (-6 to +10 is in spec, 0dBmV optimal).

SNR looks a little 'off' as well.

Jodi_S
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Message 7 of 16
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Re: Very Poor Broadband Speed

Hi StevieBee,

Thanks for posting on our community forums. Sorry to hear that you're currently experiencing issues with our internet services, we understand the frustration and disruption this causes. 

As our valued member @carl_pearce has pointed out, your upstream and downstream power levels are out of specification.

I have performed quick routine diagnostics check for you and can see this is indeed an issue which we will need to address with a technicians visit for you.

So, I can get this arranged, I will pop you over a private message to take some details from you. 

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

 

Jodi_S
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Re: Very Poor Broadband Speed

 

Thanks for coming back to via private message to confirm your information StevieBee.

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 
Kind regards Jodi.

 

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StevieBee
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Message 9 of 16
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Re: Very Poor Broadband Speed

Visit was successful and power levels now within spec.

However, download speeds are still not achieving the minimum contracted levels - 80-90 Mbps, when they should be at least 181 Mbps for a M350 Contract.

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Nathan_B
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Message 10 of 16
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Re: Very Poor Broadband Speed

Glad to hear the visit went well @StevieBee, just to confirm are you seeing these download issues on both wired and wireless connections?

 

Regards

 

Nathan

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