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Works in area and now my speed is halfed

RLipscomb
On our wavelength

Appreciate help Virgin!

Hi, we had an all day outage yesterday from 6am to 6:30pm for essential works in Bromley area. I am on Gig1 service.

Prior to this outage my system speed tests were showing 922 down and 52 up. It was rock solid!

Since the system came back on line, I am now seeing circa 600 down and 49 up. and it does not increase.

I am running Hub 5 in modem mode into unifi SE and connected through 2.5gb WAN ports both side.

I have rebooted hub, reset to defaults and changed to router mode, still same issue. I'm now back in modem mode.

SamKnows real speed also shows the slower speeds and no where near what expecting!

Item Status Comments

Acquired Downstream Channel(Hz)346000000Locked
Ranged Upstream Channel(Hz)53700000Ranged
Provisioning StateOnline

Operational

 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13460000003.641QAM 25627
21380000004.141QAM 2561
31460000003.740QAM 2562
41540000003.540QAM 2563
51620000003.341QAM 2564
61700000003.341QAM 2565
71780000003.441QAM 2566
81860000003.641QAM 2567
91940000003.941QAM 2568
102020000003.941QAM 2569
112100000004.141QAM 25610
122180000004.241QAM 25611
132260000004.241QAM 25612
142340000004.141QAM 25613
152420000003.941QAM 25614
162500000003.841QAM 25615
172580000003.841QAM 25616
182660000003.941QAM 25617
19274000000441QAM 25618
20282000000441QAM 25619
212900000004.141QAM 25620
22298000000441QAM 25621
23306000000441QAM 25622
243140000003.941QAM 25623
253220000003.841QAM 25624
263300000003.741QAM 25625
273380000003.641QAM 25626
283540000003.641QAM 25628
293620000003.642QAM 25629
303700000003.641QAM 25630
313780000003.541QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4110
2Locked4110
3Locked4020
4Locked4020
5Locked4110
6Locked4130
7Locked4130
8Locked4120
9Locked4120
10Locked4120
11Locked4120
12Locked4120
13Locked4110
14Locked4120
15Locked4110
16Locked4120
17Locked4120
18Locked4110
19Locked4110
20Locked4110
21Locked4120
22Locked4110
23Locked4110
24Locked4110
25Locked4110
26Locked4110
27Locked4110
28Locked4110
29Locked4210
30Locked4110
31Locked4120

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
05370000039.55120QAM 645
14620000039.35120QAM 646
23940000039.35120QAM 647
33260000038.85120QAM 648

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
DHSUBsgvca69834ncxv9873254k;f

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
2009
128000 bps
4000bytes
0 bps
3046
1200000450 bps
42600bytes
0 bps

 

Network Log

Time Priority Description
18-08-2023 01:24:16noticeREGISTRATION COMPLETE - Waiting for Operational status
18-08-2023 01:24:10warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:24:05noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:24:02noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:23:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:23:57noticeHonoring MDD; IP provisioning mode = IPv4
18-08-2023 01:23:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:23:31criticalCable Modem Reboot via RG reboot command
18-08-2023 01:11:07criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:10:55criticalCable Modem Reboot via RG reboot command
18-08-2023 01:08:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:08:03criticalCable Modem reset to Factory Default via reset button

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
1460
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
3045
55000270 bps
42600bytes
0 bps
16320bytes
Best Effort
1 ACCEPTED SOLUTION

Accepted Solutions

nodrogd
Very Insightful Person
Very Insightful Person

A short interruption like that is more than likely headend equipment related.

The fact your stats have not changed is pointing to some interim load balancing going on while equipment is swapped around. Hopefully the situation should return to normal in a few days.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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See where this Helpful Answer was posted

14 REPLIES 14

Adduxi
Very Insightful Person
Very Insightful Person

Strange, stats look fine?  If Samknows is showing a loss of speed, then perhaps there is still an ongoing issue. 

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

If you wait here a day or two a VM Mod will pick this up and run checks from their side.

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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RLipscomb
On our wavelength

Thanks for your note ..

.. incredibly frustrating and bizarre indeed @Adduxi.

Given nothing changed my side and only physical work undertaken was on virgin side I am thinking 2 + 2 = 4!

That said, I hate not knowing what is happening or waiting so I am going to leave 24 hours then I will factory reset my UDM and re-build my network in case the changes from Virgins side have confused it. Long shot but back to basics in terms of primary PD.

Don't really want to do that but as the stats seem ok, I am not holding out much hope that Virgin fess up or invest much time in this .. your on your own so to speak is my experience!

nodrogd
Very Insightful Person
Very Insightful Person

A short interruption like that is more than likely headend equipment related.

The fact your stats have not changed is pointing to some interim load balancing going on while equipment is swapped around. Hopefully the situation should return to normal in a few days.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

RLipscomb
On our wavelength

I've been seeing the following in logs today .. can anyone shed any light please? Is this normal?

18-08-2023 17:32:26warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 17:32:26warningDynamic Range Window violation
18-08-2023 17:30:46warningDynamic Range Window violation
18-08-2023 17:30:46warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 15:01:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 14:26:03warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 14:26:03warningDynamic Range Window violation
18-08-2023 01:24:16noticeREGISTRATION COMPLETE - Waiting for Operational status
18-08-2023 01:24:10warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:24:05noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:24:02noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:23:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2023 01:23:57noticeHonoring MDD; IP provisioning mode = IPv4

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi RLipscomb,

Thanks for your post and welcome back to the community.

Sorry to hear you're experiencing issues with your Hub, can I ask are these tests ran in router mode?

Regards,

Kain

RLipscomb
On our wavelength

Hi Kain,

tests are in modem mode, but personally not sure that makes a huge difference. Never seen these warnings before in either router or modem mode tbh. Speed is down by half and this doesn't look great to me but not sure if messages are just warnings or more sinister?? As I said originally, everything was fine and then a planned area outage in bromley for 13 hours and since then errors (where there were none before) and speed drop when before the outage it was rock solid.

Since nothing in my house has changed, surely something has altered your side affecting my speed. Could these errors point to something? logically, it has to be something that has happened as a result of the works on wednesday but apparently all is ok in my area ... clearly not.

Be great to get your views .. grateful.

Clearly a virgin issue, again I’ve not touched my infra and yet between 20:30 and 21:10 the speed went back upto 1.09gbps which is what I expect. Then, shortly after it goes back down to 600mbps!

not sure what’s going on, but regardless of modem mode or router mode the issue is with virgin. Be great to get eyes on this as clearly you are doing something g but I just need a stable connection at the requisite speed!

Woke up this morning and speeds are back to normal will continue to monitor but happy! @virgin if you did something thank you, if not perhaps cleared by percussion 👍 by a network lf!!!!😂😂😂 Fingers crossed no more issues, or as Armie says … I’ll be back!

Sorry for the delay in response @RLipscomb 

We are glad to see the service is up and running again. Please continue to monitor this and let us know if you need any further help.

Thanks,

Akua_A
Forum Team

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