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cappagh
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continuing slow(ish) down speed

Hi all. Am getting reasonable download speeds (circa 40 mpbs) and upload speeds (circa 17 mbps) but it's way below what I should be getting on the M350 package and I can't figure out why. Hub 3 is in modem only mode, with a ubiuiti dream machine acting as router (connected by cat 6 ethernet). The speeds above are the speed to the dream machine.

Stats as follows in case this helps (afraid I don't - yet - understand what all this means, so all pointers much appreciated!). Are the warnings in the network log anything to be concerned about? What about all the RS errors? I've had terrible issues with VOIP that I need to use for work - is this linked?

Downstream bonded channels

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

1331000000-1930256 qam25
2203000000-19.730256 qam9
3219000000-19.224256 qam11
4235000000-1930256 qam13
5243000000-19.430256 qam14
6251000000-18.531256 qam15
7259000000-20.529256 qam16
8267000000-18.731256 qam17
9275000000-19.530256 qam18
10283000000-19.930256 qam19
11291000000-19.530256 qam20
12299000000-17.531256 qam21
13307000000-1930256 qam22
14315000000-18.930256 qam23
15323000000-1930256 qam24
16339000000-19.829256 qam26
17347000000-19.530256 qam27
18355000000-19.930256 qam28
19363000000-19.830256 qam29
20371000000-2029256 qam30
21379000000-19.730256 qam31
22387000000-19.530256 qam32



Downstream bonded channels

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

1Locked30.4426455837809
2Locked30.2-165372877225689
3Locked24.11412210349347
4Locked30.598249950114277
5Locked30.63239751078316
6Locked31.41282378346443
7Locked29.5162175174528955
8Locked31.31950603464217
9Locked30.510319914564721
10Locked30.412693635545748
11Locked30.56694856621831
12Locked31.62908067401822
13Locked30.610869644031524
14Locked30.5423818923907
15Locked30.23609847442781
16Locked29.31343488118986
17Locked30.29739461941191
18Locked30-15139398081671
19Locked30.1-1946578063774
20Locked29.916114401031383
21Locked30.2191258729719168
22Locked30.4158439054914349

 

Upstream bonded channels

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

13260000053.5512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050

 

Network Log

Time Priority Description

10/03/2021 19:22:49Warning!RCS Partial Service;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:22:48noticeLAN login Success;CM-MAC=XX;CMTS-MAC=cc:XX;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:18:16Warning!RCS Partial Service;CM-MAC=XX;CMTS-MAC=cXX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:18:15Warning!Lost MDD Timeout;CM-MAC=XX:51;CMTS-MAC=cc:XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:04:1Warning!RCS Partial Service;CM-MAC=eXX:3b:51;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:04:1Warning!Lost MDD Timeout;CM-MAC=XX;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:03:37Warning!RCS Partial Service;CM-MAC=XX:51;CMTS-MAC=cXX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:03:37Warning!Lost MDD Timeout;CM-MAC=XX51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:02:25Warning!RCS Partial Service;CM-MAC=XX:3b:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:02:24Warning!Lost MDD Timeout;CM-MAC=XX:51;CMTS-MAC=XX:54:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:02:1Warning!RCS Partial Service;CM-MAC=XX:3b:51;CMTS-MAC=XX:54:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:02:1Warning!Lost MDD Timeout;CM-MAC=XX:3b:51;CMTS-MAC=XX:54:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:01:1Warning!RCS Partial Service;CM-MAC=XX:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:01:0Warning!Lost MDD Timeout;CM-MAC=XX:6c:3b:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:00:50Warning!RCS Partial Service;CM-MAC=XX:3b:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 19:00:49Warning!Lost MDD Timeout;CM-MAC=XX:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 18:58:37Warning!RCS Partial Service;CM-MAC=XX:3b:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 18:58:37Warning!Lost MDD Timeout;CM-MAC=XX1;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 18:42:57Warning!RCS Partial Service;CM-MAC=XX:XX1;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 18:42:56Warning!Lost MDD Timeout;CM-MAC=XX:51;CMTS-MAC=XX:ed;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 2 of 11
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Helpful Answer

Re: continuing slow(ish) down speed

You need to contact VM as you have a serious issue with your line.

  • Downstream channels out of spec on power levels (Should be -6 to +10 dBmV).
  • Downstream SNR across all channels bad.
  • Millions of errors on your downstream channels, that your HUB tries to correct (Pre RS Errors vs Post RS Errors).
  • Only one upstream channel, when you should have 4.
  • The one upstream channel you do have is high on power.
  • Network log full of errors.
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Emily_G
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Re: continuing slow(ish) down speed

Thanks for the post Cappagh and welcome to our community.

 

We can see there is a known area fault that may be affecting your services. You can find the details of this below

 

Reference: F008877089
Estimated fix time: 16 MAR 2021 11:50 

 

Thanks, Emily.

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cappagh
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Re: continuing slow(ish) down speed

An update from an extremely frustrated Virgin (for the time being) customer.... So I picked up with Virgin following the advice below, and had a couple of engineer visits to look into the issue. No problems there. The conclusion was that the issue was with the cable in the street and it would need to be replaced. Three separate appointments have gone past without anyone showing up to do that work. Nobody ever gives me notice that they won't appear and I'm getting no updates from Virgin (and, I notice, no credit or discount for the fact that I am paying for a service I am not getting). Nobody I speak to can give me any information and invariably end up promising to call me back. Needless to say, nobody ever does. What to do? Am seriously considering moving to another supplier

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Molly_G
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Re: continuing slow(ish) down speed

Hi @cappagh,

 

Thanks for the update and I do apologise for the ongoing issues you been having with speeds and engineering appointments. 

I do apologise for the lack of communication around previous appointments. Often if external work is required we need to acquire permits which can cause delays, but we should have kept you in the loop with this if that's the case. 

 

I've just had a quick look into the account to understand better what's going on here and can see that a re-pull has been booked in - you should be able to see this via your My VM Account.

 

If you can't see this please let me know.

Molly_G
Forum Team



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cappagh
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Re: continuing slow(ish) down speed

Still not resolved. And still no visibility as to when (if?) it will be. Saw engineers arriving today to do the re-pull and went out to see what the plan was - they said they would be about an hour. 5 minutes later they packed up the van - without the courtesy of knocking on the door to let me know / say why - and disappeared. Called customer services (for what feels like the 90th time) who said that the job couldn't be completed today due to a blockage. The blockage was identified a month ago and the team came to clear it a few weeks ago. Does this mean another go around and thus yet another month before I see the re-pull team for another 5 minute visit?! And repeated ad infinitum? Why can't the people needed to do the job arrive together rather than in never-ending two week intervals? rant over. for now.

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Sasha_W
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Re: continuing slow(ish) down speed

Hi @Cappagn, 

 

Thanks for posting back on here and sorry to hear that this is an issue. 

 

I have just taken a look into your account and can see that you have spoken to our team today. Can I just confirm if they have gone through everything with you and given you some further clarification on this matter. 

 

If not I am more than happy to discuss this with you but please do let me know. 

 

Thanks 

Sasha - Forum Team


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cappagh
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Re: continuing slow(ish) down speed

No - the CS rep said they were going to enquire with the repull team as to when abs how the work was going to be progressed. But then I got cut off (with no call back) Not for the first time, I hasten to add.

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Sasha_W
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Re: continuing slow(ish) down speed

Okay so from your account notes, I can see that it has been rescheduled. I will pop you over a PM so we can discuss the account further with you. 

 

Thanks 🙂 

 

Sasha - Forum Team


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cappagh
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Re: continuing slow(ish) down speed

so now the "order" has disappeared completely from my account. When I spoke to someone they said the civils team would need to do work and it would be 6 to 8 weeks before that could happen. they promised to get in touch with the construction team and give me a call back within 30 mins. I expressed scepticism based on previous experience and I'm sorry (but not surprised) that my scepticism was fully justified as I never received a call back and am still in the dark as to what's going on.

Sorry guys - you've had far too many chances now. I'll be leaving to go elsewhere, notwithstanding the lower nameplate speeds. What a shame.

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