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thechumpen
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I'm on M500 but never seem to get more than 350

Hello

I moved house and at my previous house I always got full speed (sometimes more). At this house I am on an M500 contract but never seem to get more than around 350Mb. I am testing whilst connected to the LAN interface and using speedtest and broadbandspeedchecker.

Below are the various data points from router status. Would appreciate any advice if there are options to speed things up.

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

474250000

Locked

Ranged Upstream Channel (Hz)

46200000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

474250000

-1.7

37

256 qam

9

2

482250000

-1.7

37

256 qam

10

3

490250000

-2

37

256 qam

11

4

498250000

-1.7

37

256 qam

12

5

506250000

-1.2

37

256 qam

13

6

514250000

-1.2

37

256 qam

14

7

522250000

-2

37

256 qam

15

8

530250000

-2

37

256 qam

16

9

538250000

-1.5

37

256 qam

17

10

546250000

-1.7

37

256 qam

18

11

554250000

-1.5

37

256 qam

19

12

562250000

-1

37

256 qam

20

13

570250000

-1.2

37

256 qam

21

14

578250000

-1.5

37

256 qam

22

15

586250000

-1

37

256 qam

23

16

594250000

-1

37

256 qam

24

17

602250000

-1.5

37

256 qam

25

18

610250000

-1.5

37

256 qam

26

19

618250000

-1.2

37

256 qam

27

20

658250000

-1

37

256 qam

28

21

666250000

-1.2

37

256 qam

29

22

674250000

-0.7

37

256 qam

30

23

682250000

0.2

37

256 qam

31

24

690250000

0

38

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

236

0

2

Locked

37.6

261

0

3

Locked

37.3

225

0

4

Locked

37.6

243

1

5

Locked

37.6

142

0

6

Locked

37.6

165

0

7

Locked

37.6

242

0

8

Locked

37.3

339

0

9

Locked

37.3

251

0

10

Locked

37.6

244

0

11

Locked

37.6

255

9

12

Locked

37.3

181

0

13

Locked

37.6

285

0

14

Locked

37.6

497

0

15

Locked

37.6

465

15

16

Locked

37.6

247

0

17

Locked

37.6

276

0

18

Locked

37.6

350

0

19

Locked

37.6

314

10

20

Locked

37.6

798

186

21

Locked

37.3

734

7517

22

Locked

37.6

878

271

23

Locked

37.6

177

320

24

Locked

38.6

362

228

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

50.5

5120

64 qam

1

2

25800053

50.3

5120

64 qam

4

3

32599976

50

5120

64 qam

3

4

39400044

50

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

1

0

4

ATDMA

0

0

2

0

 

Network Log

Time

Priority

Description

19/05/2021 20:52:35

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/05/2021 11:25:45

critical

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

17/05/2021 07:25:29

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/05/2021 19:17:21

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/05/2021 07:10:23

critical

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

14/05/2021 07:01:1

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/05/2021 05:21:22

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/05/2021 15:57:25

critical

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

11/05/2021 19:08:39

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/05/2021 01:56:47

critical

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

09/05/2021 18:49:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/05/2021 18:42:4

critical

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

06/05/2021 06:49:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/05/2021 05:21:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/05/2021 21:14:27

critical

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

05/05/2021 13:35:53

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/05/2021 17:57:17

critical

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

04/05/2021 13:05:32

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/05/2021 18:49:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/04/2021 08:17:32

critical

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

 

 

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thechumpen
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Re: I'm on M500 but never seem to get more than 350

And me again - I just rebooted the router to get an updated set of data. It was strange as it seemed to take longer than usual to get a connection and I had to go through the "we're having trouble connecting you to the internet, click above to try and fix it" dialogue with the big circle. Anyway, once it was connected, here are the updated logs etc

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

474250000

-1.5

37

256 qam

9

2

482250000

-1.5

37

256 qam

10

3

490250000

-1.9

37

256 qam

11

4

498250000

-1.5

37

256 qam

12

5

506250000

-1

37

256 qam

13

6

514250000

-1

37

256 qam

14

7

522250000

-1.7

37

256 qam

15

8

530250000

-1.7

37

256 qam

16

9

538250000

-1.5

37

256 qam

17

10

546250000

-1.5

37

256 qam

18

11

554250000

-1.5

37

256 qam

19

12

562250000

-1

37

256 qam

20

13

570250000

-1.2

37

256 qam

21

14

578250000

-1.5

37

256 qam

22

15

586250000

-1

37

256 qam

23

16

594250000

-0.9

37

256 qam

24

17

602250000

-1.5

37

256 qam

25

18

610250000

-1.5

37

256 qam

26

19

618250000

-1

37

256 qam

27

20

658250000

-1

37

256 qam

28

21

666250000

-1.2

37

256 qam

29

22

674250000

-0.5

37

256 qam

30

23

682250000

0.2

38

256 qam

31

24

690250000

0

38

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

5

0

2

Locked

37.3

5

0

3

Locked

37.3

0

0

4

Locked

37.3

0

0

5

Locked

37.6

5

0

6

Locked

37.3

5

0

7

Locked

37.3

0

0

8

Locked

37.6

5

0

9

Locked

37.3

4

0

10

Locked

37.3

5

0

11

Locked

37.6

5

0

12

Locked

37.3

6

0

13

Locked

37.6

5

0

14

Locked

37.3

0

0

15

Locked

37.6

6

0

16

Locked

37.3

6

0

17

Locked

37.3

0

0

18

Locked

37.6

0

0

19

Locked

37.3

7

0

20

Locked

37.6

0

0

21

Locked

37.6

1

0

22

Locked

37.6

7

0

23

Locked

38.6

5

0

24

Locked

38.6

7

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

50.5

5120

64 qam

1

2

25800000

50.3

5120

64 qam

4

3

32600000

50.3

5120

64 qam

3

4

39400000

50

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

1

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

1

0

 

 

Network Log

Time

Priority

Description

19/05/2021 22:10:45

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/05/2021 22:04:54

critical

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

19/05/2021 20:52:35

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/05/2021 11:25:45

critical

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

17/05/2021 07:25:29

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/05/2021 19:17:21

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/05/2021 07:10:23

critical

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

14/05/2021 07:01:1

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/05/2021 05:21:22

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/05/2021 15:57:25

critical

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

11/05/2021 19:08:39

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/05/2021 01:56:47

critical

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

09/05/2021 18:49:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/05/2021 18:42:4

critical

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

06/05/2021 06:49:59

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/05/2021 05:21:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/05/2021 21:14:27

critical

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

05/05/2021 13:35:53

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/05/2021 17:57:17

critical

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

04/05/2021 13:05:32

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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conman33158
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Message 3 of 8
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Re: I'm on M500 but never seem to get more than 350

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

50.5

5120

64 qam

1

2

25800000

50.3

5120

64 qam

4

3

32600000

50.3

5120

64 qam

3

4

39400000

50

5120

64 qam

2

 

Your upload power levels are too high and would need adjusting. This would be causing the T3 Timeouts as well. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
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thechumpen
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Re: I'm on M500 but never seem to get more than 350

Thanks for that.  I have started the "call Virgin" process.  Out of interest, what would be considered good power levels?

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conman33158
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Message 5 of 8
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Re: I'm on M500 but never seem to get more than 350


@thechumpen wrote:

Thanks for that.  I have started the "call Virgin" process.  Out of interest, what would be considered good power levels?


Between 36-45 would be around the normal range for upload and as close to 0 for download power levels 🙂

Have a look here on more about power levels 🙂

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
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Serena_C
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Re: I'm on M500 but never seem to get more than 350

Hi @thechumpen

 

Welcome back to our Community Help Forum 🙂

 

Sorry to see that you are experiencing slow speeds and that your upload power levels are out of range. I have booked an engineer appointment for you to get this fixed, I shall send you a PM now to confirm your address and let you know the details.

 

Please look out for the purple envelope in the top right hand corner 🙂

 

Best wishes,

 

Serena

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thechumpen
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Message 7 of 8
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Re: I'm on M500 but never seem to get more than 350

After speaking to support on the phone they suggested trying a hard reset (sticking a pin in the back of the hub) and this seems to have resolved things. I am now able to get 450-500 most of the time so seems to be working OK now. Thanks for the help everyone.

Serena_C
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Message 8 of 8
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Re: I'm on M500 but never seem to get more than 350

Glad to hear that the Pinhole reset has cleared up your speed issues @thechumpen!

 

Thanks for letting us know 🙂

 

If there's anything else you need, please let me know.

 

Best wishes,

 

Serena

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