Very slow speeds since big outage in Brighton in June

[Blaiki]

I've tried support twice with this problem but they promised it'll be fixed in 2 days but nothing changed. Hopefully someone here can help.

There was a big outage in the Brighton area mid June. Since then my download speed is about 150Mbps, upload 5Mbps. I'm on the 350 package, it normally hits top speed.... until the outage hit.

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

1	138750000	-0.7	40	256 qam	1
2	146750000	0.2	40	256 qam	2
3	154750000	-0.4	40	256 qam	3
4	162750000	-1	40	256 qam	4
5	170750000	-1	40	256 qam	5
6	178750000	-1	40	256 qam	6
7	186750000	-0.9	40	256 qam	7
8	194750000	-1	40	256 qam	8
9	202750000	-1.2	40	256 qam	9
10	210750000	-1.2	40	256 qam	10
11	218750000	-1.2	40	256 qam	11
12	226750000	-1	40	256 qam	12
13	234750000	-1	40	256 qam	13
14	242750000	-1.2	40	256 qam	14
15	250750000	-1.7	40	256 qam	15
16	258750000	-1.9	40	256 qam	16
17	266750000	-1.5	40	256 qam	17
18	274750000	-1.2	40	256 qam	18
19	282750000	-0.9	40	256 qam	19
20	290750000	-0.7	40	256 qam	20
21	298750000	-0.5	40	256 qam	21
22	306750000	-0.7	40	256 qam	22
23	314750000	-1	40	256 qam	23
24	322750000	-0.7	40	256 qam	24

1	Locked	40.3	2720485	614105
2	Locked	40.3	1916867	278637
3	Locked	40.9	2958519	619198
4	Locked	40.3	2942597	768822
5	Locked	40.9	1872222	395029
6	Locked	40.3	1782713	231503
7	Locked	40.9	2312037	297501
8	Locked	40.9	2086831	448775
9	Locked	40.3	1932537	347882
10	Locked	40.3	1899952	134365
11	Locked	40.9	1691429	122144
12	Locked	40.9	1995100	200667
13	Locked	40.3	2125646	242954
14	Locked	40.9	1827154	76329
15	Locked	40.9	1486620	36262
16	Locked	40.3	1510234	48495
17	Locked	40.3	1910789	84335
18	Locked	40.3	2013025	70382
19	Locked	40.9	1704032	32594
20	Locked	40.3	1505816	18936
21	Locked	40.9	1244154	17923
22	Locked	40.9	1298535	14370
23	Locked	40.9	1452390	14342
24	Locked	40.9	1704156	18217

Upstream 

1	53700000	51	5120	64 qam	1
2	46200000	51	5120	64 qam	2
3	39399995	51	5120	64 qam	3
4	32600000	51	5120	64 qam	4

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[Blaiki]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	13598
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	13597
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network LogTime Priority Description

13/07/2021 20:46:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 18:00:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 17:54:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 17:01:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 16:46:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 16:31:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 16:26:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 16:13:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 16:13:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 15:19:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 15:10:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 14:56:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:27:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 11:54:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 01:11:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 00:57:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 22:34:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 21:09:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 19:02:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 18:25:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Can anyone see any problems there? Any help much appreciated.
I'm in modem mode, wired. It affects all devices. I also tested it in router mode and it was the same slow speed. Many restarts of router and modem. All wiring is good.
It can't be a coincidence that it's been like that since the outage. Strangely, I was getting full speeds from 1st - 7th July, then slow since.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/22294ac35956337194e7d344d204f9efcc...

[lotharmat]

Upstream power is maxed out - VM will need to send a tech to rectify!

You have 2 options

1: Wait for forum staff to pick up - could be a day or so

2: Call it in on 150 (0345 454 1111) as a fault

It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[Blaiki]

Thanks for your reply, I'll try as you've suggested. I dread VM Customer Support!

I've added my Speed Test history screenshots. (PC, wired).

Upload speed testsDownload

I'm in modem mode and the light on the front of the VM Hub 3 is a solid red, or at least it looks red to me. It's not overheating as it's well ventilated and doesn't feel very hot. I tested it in router mode and it was the normal solid whiteish. I guess it should be magenta but just looks red?

[Blaiki]

I just checked the router status page and it now shows this for upstream:

Upstream bonded channels

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

1	53700000	52	5120	16 qam	1
2	46200000	51	5120	64 qam	2
3	39400000	51	5120	64 qam	3
4	32600000	52	5120	16 qam	4

[lotharmat]

Yup - Upstream is definitely poorly! (mine is too at the moment)

Re: Red vs Magenta - I'm a bloke - I only see in 16 colours!

Red, magenta, salmon, claret, - they are all just red to me!

[Blaiki]

Tried a status check (a few times) and as soon as it gets to "checking our network...." it stops with a message;
"Technical error. Something's gone wrong with the test."

[Blaiki]

Update:
I got through to support, an engineer will be here on Saturday. Fingers crossed!

[lotharmat]

Brilliant, keep us posted

[Hayley_S]

Hello @Blaiki.

Welcome to the community page, thank you for posting on here.

I am sorry for the slow speeds recently. 

Thank you for the update on your current situation! Please do let us know how it goes.

Many thanks,