Menu
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
482 Views
Message 1 of 15
Flag for a moderator

Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi VM community,  I'm having issues with increased ping (originally between 8 to 9 ms) now anything from 19 to 25 ms and the download speed test throughout various times of the day/ night ( same server- Glasgow) is between 95- 285 mbs with the occasional spike to 320mbs. The upload speeds are spot on. I've been in touch with tech support via telephone several times and was sent a replacement Hub 3 with nil fix despite numerous resets, RJ45 cable changes etc etc. I've kindly requested for a VM technician call out to my premises without much luck (note the last VM customer support I spoke to this morning was very rude and demeaning stating that he did not know what I wanted him to do despite having my fault logged with VM. He even suggested that I have too many devices connected to the router. i.e 6 devices??? He suggested I try getting a business line to better serve my needs and resolve my issue??) Can anyone please help me resolve this issue urgently. Kindly let me know if I can PM my details to assist in fault isolation/ resolution.

Brgds

Sam

 

0 Kudos
Reply
  • 9.15K
  • 948
  • 1.43K
jbrennand
Alessandro Volta
457 Views
Message 2 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Would be useful if you could post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom middle of first page up and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs Pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
452 Views
Message 3 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi Legend, thanks for your response, as requested see below for my current Hub 3 data:-

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

299000000

6.6

38

256 qam

21

2

171000000

6.8

38

256 qam

5

3

179000000

6.9

38

256 qam

6

4

187000000

7

38

256 qam

7

5

195000000

6.8

38

256 qam

8

6

203000000

6.5

38

256 qam

9

7

211000000

6.6

38

256 qam

10

8

219000000

6.6

38

256 qam

11

9

227000000

6.5

38

256 qam

12

10

235000000

6.4

38

256 qam

13

11

243000000

6.1

38

256 qam

14

12

251000000

6.1

38

256 qam

15

13

259000000

6

38

256 qam

16

14

267000000

6.1

38

256 qam

17

15

275000000

6.1

38

256 qam

18

16

283000000

6.4

38

256 qam

19

17

291000000

6.5

38

256 qam

20

18

307000000

6.5

38

256 qam

22

19

315000000

6.3

38

256 qam

23

20

323000000

6.1

38

256 qam

24

21

443000000

3.7

37

256 qam

25

22

451000000

3.7

37

256 qam

26

23

459000000

3.5

37

256 qam

27

24

467000000

3.2

38

256 qam

28




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

62

0

2

Locked

38.9

9

0

3

Locked

38.6

6

0

4

Locked

38.9

8

0

5

Locked

38.9

9

0

6

Locked

38.9

23

0

7

Locked

38.6

14

0

8

Locked

38.9

7

0

9

Locked

38.9

15

0

10

Locked

38.9

11

0

11

Locked

38.9

18

0

12

Locked

38.9

15

0

13

Locked

38.9

20

0

14

Locked

38.6

22

0

15

Locked

38.6

26

0

16

Locked

38.9

25

0

17

Locked

38.9

34

0

18

Locked

38.9

71

0

19

Locked

38.9

76

0

20

Locked

38.9

82

0

21

Locked

37.6

657

0

22

Locked

37.3

858

0

23

Locked

37.6

1033

0

24

Locked

38.6

900

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

4.15

5120

64 qam

2

2

39400000

4.1

5120

64 qam

4

3

46200000

4.125

5120

64 qam

3

4

60300000

4.15

5120

64 qam

1




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

13/04/2019 01:45:4

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2019 03:30:57

critical

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

16/04/2019 15:13:27

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/04/2019 18:26:21

critical

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

17/04/2019 02:52:47

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 10:22:29

critical

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

17/04/2019 11:37:16

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 14:32:9

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 14:32:9

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 04:46:4

critical

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

30/05/2019 10:55:1

notice

Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:29

Warning!

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:30

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:44

critical

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

01/01/1970 00:01:29

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:29

Warning!

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:43

critical

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

01/01/1970 00:01:29

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:29

Warning!

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:43

critical

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

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm

 

Brgds,

Sam

0 Kudos
Reply
  • 11.8K
  • 1.08K
  • 2.56K
griffin
Alessandro Volta
443 Views
Message 4 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Best to start at the beginning.
Are you testing connected to the Hub wired or wirelessly?

The stats look fine, but minor faults like occasional ping spikes can be hard to track down.

I would start a Broadband Quality Monitor to provide a closer inspection of the latency on VM's local circuit.

0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
437 Views
Message 5 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi Griffin, thanks for your response, all tests are done hard wired, tried several times on router and modem mode with exact same erratic results.

Brgds,

Sam

0 Kudos
Reply
  • 11.8K
  • 1.08K
  • 2.56K
griffin
Alessandro Volta
435 Views
Message 6 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Thanks for conforming, I would start a BQM

0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
419 Views
Message 7 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi Alessandro, I've registered for BQM and currently running in the background, attached is an initial capture. will post more as I get significant data graphs. PS early signs of my Ping issues already evident. I was on 8-9ms ping and now its min 18ms to as high as it can go. the download speeds on a 350M line are anything from 10mbs to as high as 305mbs intermittently. stay tuned.Annotation 2019-06-17 183802.png

 

Brgds

Sam

0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
383 Views
Message 8 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi Alessandro/ VM community team, below are more stats /logs from my inconsistent Vivid 350m line. Any assistance would be much appreciated, thanks.

new result stats vivid 350m 2.pngnew result stats vivid 350m 3.pngnew result stats vivid 350m 4.pngnew result stats vivid 350m.png

0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
365 Views
Message 9 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

evening VM community team, attached is more data from BQM, thinkbroadband, the quality of my internet has been very inconsistent and no where near the vivid 350mbs, the ping has also risen significantly from original 8 to max 9ms an now 20ms plus.... and spiking up frequently.  would really appreciate someone here to arrange an engineer visit to resolve this, thanks. PS: I'm in VM Area 01. 

new result stats vivid 350m 5.pngnew result stats vivid 350m 6.png

0 Kudos
Reply
  • 12
  • 0
  • 0
8TRACK
Joining in
362 Views
Message 10 of 15
Flag for a moderator

Re: Vivid 350 - Inconsistent and slow download speeds with increased ping times.

Hi again adding one more BQM snapshot, cheers

new result stats vivid 350m 7.png

 

Brgds

Sam

0 Kudos
Reply