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Message 11 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

@Allytee I don't want to doubt Paul or his assessment of your connection, but I'd be curious to see what your downstream & upstream figures look like now, along with the log if you would be so kind as to post them again.  Personally I don't recall ever seeing such an unhealthy connection improve without the intervention of a technician, so I'm keen to see how much the figures have changed since Friday.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 12 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

Hi SCA1972, 

I haven't a clue whats going on? I did the 1 min reset again, but have done that multiple times before.

please see result asked for:

Downstream bonded channels

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

1138750000-6.238256 qam1
2146750000-6.138256 qam2
3154750000-6.238256 qam3
4162750000-438256 qam4
5170750000-338256 qam5
6178750000-1.938256 qam6
7186750000-2.438256 qam7
8194750000-2.538256 qam8
9202750000-2.438256 qam9
10210750000-2.238256 qam10
11218750000-238256 qam11
12226750000-1.538256 qam12
13234750000-2.338256 qam13
14242750000-1.238256 qam14
15250750000-1.538256 qam15
16258750000-1.438256 qam16
17266750000-1.538256 qam17
18274750000-1.538256 qam18
19282750000-1.738256 qam19
20290750000-1.938256 qam20
21298750000-238256 qam21
22306750000-238256 qam22
23314750000238256 qam23
24322750000238256 qam24



Downstream bonded channels

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

1Locked38.670
2Locked38.980
3Locked38.670
4Locked38.670
5Locked38.6130
6Locked38.630
7Locked38.960
8Locked38.6110
9Locked38.690
10Locked38.970
11Locked38.970
12Locked38.650
13Locked38.670
14Locked38.980
15Locked38.680
16Locked38.990
17Locked38.960
18Locked38.9100
19Locked38.960
20Locked38.6110
21Locked38.680
22Locked38.9220
23Locked38.670
24Locked38.920

 

Upstream bonded channels

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

1394000004.825512064 qam6
2462000004.8512064 qam5
3326000005.1512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000

 

 

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Message 13 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

Network Log

Time Priority Description

28/12/2019 02:07:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 09:14:39Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 09:14:39Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 12:13:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 19:33:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 19:50:43Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 19:50:43Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 20:04:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 01:36:10Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 01:36:10Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 01:38:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 13:06:4Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 13:06:4Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 13:29:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 19:08:24Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 19:08:24Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 22:36:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 01:37:39Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 01:37:39Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 02:09:17critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

and here is this mornings speed test before modem test: 

speed test 2.JPG

Hopefully you'll be be ale to find something that causing the issues.

Kind regards

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Message 14 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

So tried modem mode, and waited 10mins and a red light appeared.

Tried to access it on the ip addresses and no luck.

Turned off and on still does the same.

Tried reset and still does the same.

So no internet now at all and no way of fixing it.

Any help?

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Message 15 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

A pinhole reset of the hub will put it back in router mode. Search the help pages for "reset hub" for instructions. On my mobile at the moment so struggling to provide a direct link to the relevant help page for reset instructions. 

Hub stats are better on the downstream, most within spec but some still too low. Upstream still only has three channels locked on. Normally it should be four or in some areas two. Still getting partial service errors in the log.

IMHO you need a technician visit and I'm disappointed that @Paul_DN hasn't booked one. Sorry Paul but it doesn't look like a healthy connection to me.

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Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 16 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

Hi All,

I tried Modem mode and it crashed, Phone handler had to reset it from there end, the Reset button would not reset the box.

They told me to reset some settings in the Wifi options on the Mhz of 2.4Ghz an 5Ghz wifi connections and it increased the speed for about 3hrs to what i used to have, but then it lost internet again and its back to very slow speeds again...?

Kind Regards,

 

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Message 17 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

@Allytee Unusual for a hub to only be able to be reset by VM and not the customer.

Could you please post the Downstream, Upstream and network log as they are now.  Sorry for all this messing around as normally a technician visit would have been booked by now based on the figures posted previously.  If the current figures are still bad I'll see what I can do to escalate this with VM for you.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 18 of 18
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Re: Very slow speeds on a M350 Package - now dropped to 62kbs download but still 38mbs upload

Update, virgin media guy changed our hub for a new one and problems so far so good solved.

Back to normal again on bandwidth speeds.

Kind regards.