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Lucyjane175
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Extremely slow M500 speed

We have Virgin Media M500 and no matter what time of day the download speed using Ookla speedtest is less than 40Mbps which is amazingly slow when you're paying for 500Mbps. This is on a wired connection at all times of the day. 

Below is the BQM graph

My BQM 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
46200053
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

14027500001.237256 qam30
22027500005.937256 qam9
32107500004.936256 qam10
4218750000433256 qam11
52267500004.932256 qam12
62347500003.937256 qam13
72427500001.236256 qam14
82507500001.537256 qam15
92587500004.138256 qam16
102667500003.537256 qam17
11274750000337256 qam18
122827500004.337256 qam19
132907500005.138256 qam20
14298750000337256 qam21
15306750000337256 qam22
163147500005.338256 qam23
173227500004.538256 qam24
183307500003.938256 qam25
193707500001.437256 qam26
203787500002.738256 qam27
21386750000238256 qam28
224107500002.538256 qam31
23418750000238256 qam32



Downstream bonded channels

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

1Locked37.3830
2Locked37.6490030
3Locked36.6966306412
4Locked331884166918340752
5Locked32.92639212510067361
6Locked37.36911208210
7Locked36.67483030
8Locked37.3350727
9Locked38.61543
10Locked37.6960
11Locked37.6900
12Locked37.61180
13Locked38.61970
14Locked37.62010
15Locked37.31690
16Locked38.9990
17Locked38.61290
18Locked38.9870
19Locked37.61970
20Locked38.91010
21Locked38.6127194
22Locked38.9460
23Locked38.6370

 

Network Log

Time Priority Description

01/09/2020 15:18:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 15:14:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 08:33:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 07:35:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 07:07:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Can anyone help with why I'm getting less than 10% of the speeds I'm paying for?

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jb66
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Re: Extremely slow M500 speed

Channels 4 and 5 are knackered, you either have a loose fitting or a damaged cable, if you check all fittings are tight and it's still poor you will need a technician 

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Lucyjane175
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Re: Extremely slow M500 speed

All of the cables are tight I have doubled checked them this morning as I suspected that may be the cause but they're all as tight as can be

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Lucyjane175
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Re: Extremely slow M500 speed

How would I go about getting a technician booked for this as the general customer service aren't very interested in booking one

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Beth_G
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Re: Extremely slow M500 speed

Hi Lucyjane175.

 

Thanks for your post and a warm welcome welcome goes out to you! It's great to have you on board.

 

I am really sorry that you're not receiving your expected speeds. I have checked your services from here and can see multiple performance issues which will require an engineer visit to resolve. I have booked you in with the earliest available slot we have, which you can find the time of here: virg.in/myVM

 

Please let me know if you need anything else from us and how things go after your visit.

 

Kind regards,

 

Beth