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M500 Broadband Slow Speed

nridgway
Tuning in

Hi,

We are getting speeds of about 200-250 - this can be resolved with a modem reset (its in Modem Mode) but after a few hours/days the speed drops again. Upload speed seems to be stable.

We upgraded from M250 to M500 but got better speeds on the old tariff.

Online service checks says that there isn't a problem. 

We use Unifi equipment with CAT7 Cables so I don't think our network os the problem and internal LAN speeds are normal at all times.

Any help or Suggestions.

30 REPLIES 30

It was going ok then its just dropped again on the 18/08/2021getting between 10-100mbps...slowinternet.jpg

Thank you for the update @nridgwaynridgway.

 

Sorry to hear you are still experiencing drop outs. Are the drop outs still ongoing since last posting? If so are the more or less frequent? How long are the drops out periods?

 

Thanks,

Akua_A
Forum Team

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Still erratic, recovered to normal speed over the weekend but with a lot of dips to about 50%.

As of today they have dropped to around 90mbs again

Molly_G
Forum Team (Retired)
Forum Team (Retired)

Hey @nridgway,

 

Thanks for getting back to us. Tried running some checks from our end and nothing is showing, no outages, levels are fine etc.

 

Can you pop the hub in router mode for us, then carry out a PC / laptop wired speed test on that device with only this connected at speedtest.net ?

 

Please can this remain in router mode so we can run further checks from this end too?

 

Keep us posted.

 

Kind regards,

 

Molly_G
Forum Team



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I've tried that route before a few pages back - nothing got sorted. can you check my error logs as its still happening...

 

virgin - sept.jpg

Time	Priority	Description
02/09/2021 19:16:38	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 20:11:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 09:44:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 16:17:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 13:27:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 14:11:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 11:22:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 02:11:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 16:31:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 14:11:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 10:14:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 06:31:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 06:31:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 06:30:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 06:28:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 06:28:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 02:11:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 11:38:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 09:46:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Down to downstream: 40Mbps upstream:20.9

Hi nridgway,

 

Thanks for coming back to us. Sorry to see that you're still experiencing issues with slow speeds, we understand the frustration this issue is causing you especially after upgrading to a higher speed.

 

Remotely looking from our end, we cannot find any issues that could be causing this problem. We have done a quick health check, and everything is showing as green. There are no SNR issues, and your US/DS power levels are all ok and within specification.

 

As it’s been a short while since your posted, how have things been over the weekend?

 

 

Kind regards Jodi. 

I'm getting full speeds at some points but very erratic.

Also I've been doing some garden work and noticed the line into the property in only about 1inch below the surface - is this normal?

Latest speed testvirgin sept 11.jpg

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Good morning @nridgway

 

Thank you for taking the time to come back to us. 

 

Having checked everything on this end once again, everything seems to be in check. 

 

The cables would preferably be buried deeper but if they are coursing a Hazard I can get some one out to come and put it right? 

 

Kind regards,

Zak_M

Regarding the cables - currently we a redoing our front garden (changing from stone chippings to grass) so it will need doing and it would be a good time to do it.