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Sleepy_Teacher
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M500 - Barely making double figures

Recently switched to Virgin as my old provider couldn't supply fibre in our area.  Signed up to the 500M package as we need the capacity for the number of devices in our house but after running a couple of speed checks (USwitch and Which) our download speed is barely reaching 10Mbps.  

Managed to log onto the router and look at the stats but to be honest, they make no sense at all.  

Channel1.PNGChannel2.PNGChannel3.PNG

 

The Network Log is showing a lot of messages with 'Warning', 'Error' and 'Critical' priorities which, I'm guessing, might be causing some of the issues.  

 

Network Log.PNG

 

Have previously rebooted the router but this hasn't improved the speed.  

Anyone have any ideas/suggestions as to what could be the issue here?  Even if it's 'You need an engineer.'

Any suggestions are gratefully received.

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MikeRobbo
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Re: M500 - Barely making double figures

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 can 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.

Then

 

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 and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Sleepy_Teacher
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Re: M500 - Barely making double figures

Hi,

 

Looked at the Service Status, no issues.  All devices are connecting through Wi-Fi.  

I'm guessing that the issue is the linespeed, hence barely 10 Mbps download.  

I previously snipped the Downstream info - I'll CAP it to see if it shows up on the reply:

 

Downstream bonded channels

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

1203000000-1.537256 qam9
2211000000-1.537256 qam10
3219000000-1.437256 qam11
4227000000-1.537256 qam12
5235000000-1.537256 qam13
6243000000-1.537256 qam14
7251000000-1.737256 qam15
8259000000-1.737256 qam16
9267000000-1.937256 qam17
10275000000-237256 qam18
11283000000-2.237256 qam19
12291000000-2.437256 qam20
13299000000-237256 qam21
14307000000-2.237256 qam22
15315000000-2.237256 qam23
16323000000-2.437256 qam24
17443000000-1.237256 qam25
18451000000-0.937256 qam26
19459000000-0.737256 qam27
20467000000-137256 qam28
21475000000-137256 qam29
22483000000-0.538256 qam30
23491000000-0.738256 qam31
24499000000-0.538256 qam32



Downstream bonded channels

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

1Locked37.37480
2Locked37.37320
3Locked37.39020
4Locked37.36120
5Locked37.37700
6Locked37.315330
7Locked37.310660
8Locked37.37940
9Locked37.39400
10Locked37.615830
11Locked37.322510
12Locked37.330100
13Locked37.319800
14Locked37.622130
15Locked37.626540
16Locked37.628320
17Locked37.63450
18Locked37.32430
19Locked37.62800
20Locked37.34810
21Locked37.63320
22Locked38.61920
23Locked38.61930
24Locked38.9526

0

 

Upstream

 

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

1394000153.85512064 qam2
2258001013.85512064 qam4
3462000933.825512064 qam1
4326000473.875512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

I'll give the BQM a go too.

 

Many thanks.

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Sleepy_Teacher
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Re: M500 - Barely making double figures

Network Log

Time Priority Description

21/08/2020 12:28:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 11:54:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 23:45:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 17:45:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:07:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 15:45:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 15:25:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 12:06:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 14:49:9ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 14:04:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 13:31:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 11:49:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 11:28:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 02:52:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2020 00:48:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 14:55:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 14:33:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 23:19:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 09:58:46ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 03:17:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 5 of 14
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Re: M500 - Barely making double figures

We need to confirm the speeds coming into the Hub.

Can you carry out a couple of speed tests at speedtest.net using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected.

Ensure that the Network Interface Card (NIC) drivers are up to date.

Then post the links to the results on here


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Sleepy_Teacher
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Re: M500 - Barely making double figures

Result ID
 
 PING ms
16
 DOWNLOAD Mbps
8.94
 UPLOAD Mbps
35.81
 
 
Connections
Multi
 
Virgin Media
86.24.148.145
 
Plugged the Ethernet cable into the hub and ran the test - results are above.  Still pretty poor.  
Tried a server in Birmingham, Download dropped to 6
 
Checked the NICs in Network Adaptors under the Device Manager and all are working ok.
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MikeRobbo
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Re: M500 - Barely making double figures

Did you set up a BQM ?

You are going to need an engineer visit to get this fixed.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Sleepy_Teacher
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Re: M500 - Barely making double figures

Yep, BQM is running at the moment so I'm going to check it in a few hours time.

 

You might be right though.  I feel an engineer call coming on.  

Thanks for your help 🙂

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MikeRobbo
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Re: M500 - Barely making double figures

Post a 'Live Link' to you BQM so that if one of the VM Staff come along they have the info.


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Sleepy_Teacher
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Re: M500 - Barely making double figures

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