Menu
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
314 Views
Message 1 of 25
Flag for a moderator

Broadband Speed M500 and awful customer support!

I recently upgraded to M500 after being on M100 for a couple of years with no problems

Since the upgrade my average speed has gone down 100 average to 70.... 

I called up last week and she messed around with my router settings and switched on separate 2.4 and 5g links.... despite me saying my main device is on a wired connection

She couldn't resolve the issue and just said "call back in 3 days if the issue is still there" 

I often can't get through on 150 as its too busy and i finally get through today and i get told that "sorry my systems are down please hold the line" and i then get cut off!! Do they bother to call me back? Do they heck!!

Absolutely abysmal oversees calls centers! I can never hear anybody and the lines are always awful! 

Ill happily wait in a queue which i have done many times during covid but to get cut off and then not called back!

 

Is there a way to skip level 1 support and speak to someone with some technical knowledge? I have a technical background and work in networking and its so frustrating to be told "reset your router" 

0 Kudos
Reply
carl_pearce
  • 4.74K
  • 404
  • 711
Superstar
303 Views
Message 2 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Create a BQM and post the live link.

0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
284 Views
Message 3 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

Downstream bonded channels

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

14742500003.238256 qam9
24102500003.538256 qam1
34182500003.238256 qam2
44262500003.538256 qam3
54342500003.538256 qam4
64422500003.538256 qam5
74502500003.538256 qam6
84582500003.438256 qam7
94662500003.238256 qam8
104822500003.538256 qam10
11490250000438256 qam11
124982500003.738256 qam12
135062500003.238256 qam13
145142500003.438256 qam14
155222500002.238256 qam15
16530250000238256 qam16
175382500002.238256 qam17
185462500002.238256 qam18
195542500002.438256 qam19
205622500002.738256 qam20
215702500002.238256 qam21
225782500002.238256 qam22
235862500001.938256 qam23
245942500002.438256 qam24

 

Downstream bonded channels

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

1Locked38.944170
2Locked38.913780
3Locked38.618940
4Locked38.922820
5Locked38.631730
6Locked38.633510
7Locked38.933530
8Locked38.637360
9Locked38.941750
10Locked38.934360
11Locked38.929050
12Locked38.929770
13Locked38.938600
14Locked38.949400
15Locked38.683970
16Locked38.690210
17Locked38.681330
18Locked38.968040
19Locked38.961310
20Locked38.947890
21Locked38.656760
22Locked38.938160
23Locked38.940390
24Locked38.626830
0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
283 Views
Message 4 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

Upstream bonded channels

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

14620000045.8512064 qam1
22580007948.8512064 qam4
33260000047.8512064 qam3
43940000046.8512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0020
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
281 Views
Message 5 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

 

04/02/2021 14:14:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 14:12:8Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:30:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:25:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 10:15:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2021 06:55:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 00:55:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 23:22:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 00:59:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 12:24:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 11:51:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 00:24:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 12:54:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 03:55:2noticeSW download Successful - Via NMS
13/01/2021 03:53:21noticeSW Download INIT - Via NMS
11/01/2021 01:15:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 21:49:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 18:05:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
270 Views
Message 6 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8febb28c28ee37e03bf477f483c0607df6679d1f

 

0 Kudos
Reply
carl_pearce
  • 4.74K
  • 404
  • 711
Superstar
258 Views
Message 7 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

HUB stats looks ok. We'll need to wait for the BQM to populate with data.

In the meantime could you access your HUB again, this time navigate to 'Connected Devices' and check if your device's 'Speed (Mbps)' is 100 or 1000?

0 Kudos
Reply
jbrennand
  • 20.66K
  • 2.2K
  • 3.65K
Very Insightful Person
Very Insightful Person
244 Views
Message 8 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

Also - if you have indeed "never" had >~100 after the upgrade - its worth checking in the Configuration page at the Max Data Transfer rate boxes for Up & Down channels and see whether they are provisioned for 500 or 100 (its in bps not Mbps) - in case the upgrade didnt go through properly

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
234 Views
Message 9 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

upthevale_0-1612452291871.png

The desktop PC is the main device and that is saying 100 for some reason. It's connected via 600mbps powerlink adapters and has had speeds over 100mbps before. 

The devices connected by 5g don't perform much better

 

 

0 Kudos
Reply
upthevale
  • 18
  • 0
  • 2
Tuning in
232 Views
Message 10 of 25
Flag for a moderator

Re: Broadband Speed M500 and awful customer support!

Im unsure where the configuration page is for that setting @jbrennand

0 Kudos
Reply