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M500 New Install Speed Problem

Hi 

Hopefully someone can shed some light on the issue we're having. We recently had Virgin installed with a M500 package. We cannot get any speeds higher than 220Mbps using any method of connection, hardwired (cat6 cable) to the Hub3 or via 5 Ghz Wifi

Does anyone have any suggestions. Have tried numerous times to contact support via the phone.

 

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Re: M500 New Install Speed Problem

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

2

38

256 qam

1

2

146750000

1.7

38

256 qam

2

3

154750000

1.9

40

256 qam

3

4

162750000

2

40

256 qam

4

5

170750000

2.4

38

256 qam

5

6

178750000

2.5

38

256 qam

6

7

186750000

2.5

38

256 qam

7

8

194750000

2.5

38

256 qam

8

9

202750000

2.5

38

256 qam

9

10

210750000

2.5

38

256 qam

10

11

218750000

2.5

40

256 qam

11

12

226750000

2.2

38

256 qam

12

13

234750000

2.2

38

256 qam

13

14

242750000

2

38

256 qam

14

15

250750000

1.9

38

256 qam

15

16

258750000

1.7

40

256 qam

16

17

266750000

1.4

40

256 qam

17

18

274750000

1

38

256 qam

18

19

282750000

0.7

38

256 qam

19

20

290750000

0.7

38

256 qam

20

21

298750000

0.7

38

256 qam

21

22

306750000

0.7

38

256 qam

22

23

314750000

0.7

38

256 qam

23

24

322750000

0.9

38

256 qam

24

 

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Re: M500 New Install Speed Problem

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

68

0

2

Locked

38.9

10

0

3

Locked

40.3

8

0

4

Locked

40.3

7

0

5

Locked

38.9

6

0

6

Locked

38.9

34

0

7

Locked

38.9

19

0

8

Locked

38.6

16

0

9

Locked

38.9

18

0

10

Locked

38.9

12

0

11

Locked

40.3

12

0

12

Locked

38.9

5

0

13

Locked

38.9

14

0

14

Locked

38.9

11

0

15

Locked

38.9

50

0

16

Locked

40.3

8

0

17

Locked

40.3

9

0

18

Locked

38.9

9

0

19

Locked

38.9

9

0

20

Locked

38.9

29

0

21

Locked

38.9

29

0

22

Locked

38.9

31

0

23

Locked

38.9

36

0

24

Locked

38.9

17

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53699939

3.175

5120

64 qam

2

2

60299984

3.175

5120

64 qam

1

3

39400025

3.175

5120

64 qam

4

4

46200149

3.175

5120

64 qam

3

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsxxxl500u+voc-b.cm


Primary Downstream Service Flow

SFID

1996

Max Traffic Rate

575000000

Max Traffic Burst

42600

Min Traffic Rate

0


Primary Upstream Service Flow

SFID

1995

Max Traffic Rate

38520000

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

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Re: M500 New Install Speed Problem

Network Log

Time

Priority

Description

19/10/2020 15:20:45

notice

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

19/10/2020 15:20:41

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/10/2020 15:15:16

notice

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

19/10/2020 15:10:45

critical

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

19/10/2020 14:08:25

notice

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

19/10/2020 12:41:0

critical

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

19/10/2020 08:23:48

notice

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

17/10/2020 14:01:44

critical

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

17/10/2020 11:35:42

notice

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

17/10/2020 11:23:52

critical

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

17/10/2020 11:08:13

notice

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

16/10/2020 17:27:42

critical

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

16/10/2020 16:04:10

notice

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

01/01/1970 00:11:36

notice

Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:11:9

notice

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

12/09/2020 00:26:26

critical

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

10/09/2020 17:18:8

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 17:18:8

Error

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

09/09/2020 21:36:50

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/09/2020 01:31:38

critical

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

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Re: M500 New Install Speed Problem

Thanks for the post PJMo.

 

We can see some upstream power levels so we've booked the next available engineer appointment using your forum information.

 

Please view the details of the appointment and reschedule if needed on your online account. 

 

Thanks, Emily.

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