I've had M350 for a long time, when lockdown started, my speed dropped to 160MB. I accepted it as everyone was WFH.
My router performs a speedtest every 8 hours using OOKLA. It NEVER goes above 200MB down.
Now we're alot further down the road, I've realised I probably shouldn't be paying for a service I don't recieve - let's face it, VM aren't going to be doing me any favours, are they?
What should I do about this, I'm finding it near-impossible to get through to VM on the phone, and when I did, I got a script reader. Yes, I've rebooted it. Yes, I'm on a wired network. They're just not helpful.
Any advice on how to get through to someone who can actually help me?
How are you connecting your device, Wi-Fi or ethernet cable ?
It can be difficult diagnosing problems without some basic information.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow warning click the Post button again.
I'll go around and check the Coax connectors tonight.
My setup is pretty complicated, I'm a network engineer amongst other things so I have the Hub in modem mode, linked to a router, which connects to 5 PPoE access points (The concrete in my house hates WiFi). These are all controlled by a server.
However - for the sake of simplicity - the tests I perform, and that my router performs, are on direct Cat 5e cabling into the Hub - so this should be the most accurate result.
Your Upstream Power Levels are on or very close to the max of 51mVdB (the Hub reports 1 decimal place out) and could do with an engineer tweaking them down to a better level (mine run at around 43 to 45 dBmV).
I can't comment on the Network Log, one of the Gurus will need to check them out.
Your >> BQM << needs a while longer to develop to give us a better picture of the other side of the Hub.
On the next hour can you reboot the Hub to see if the Upstream Power Levels change. This will give a full height red line on the BQM and the time will tell us that it was intentional..