M500 Upgrade is a disaster - Slower speed than M200

[Goosh]

Hi all, 

I upgraded to the M500 package from the M200 and the speeds have gotten worse! I've been reading a lot of the forum posts and I don't appear to be alone.

Background

My setup is a Hub3 in modem mode, plugged into a Netgear R8000 Nighthawk with firmware V1.0.4.76_10.1.82. This has been running perfectly for just over 2 years and is configured correctly - running in QoS mode with 1x 2.5ghz and 2x 5ghz channels, evenly split out and managed by device (I'm a gamer and streamer so this is highly important to me).

I upgraded to the M500 on the 15th September, the router was remotely rebooted by VM and I thought that was all that was needed.  Having checked speedtest.net, there was no real change to my speeds (if anything it looked lower than before) so decided to wait a day or two.

On Sunday (19th September), I rebooted both the modem and router with a power cycle (10 minutes unplugged, cuppa, come back style :D) Still no improvement but an increase in my upload speed to 30Mbps (the 10% I've seen in other threads).

Test and Checks

So far I have done the following:

• Hardwire Modem Check. Booted the Hub3 into Modem & Router mode, use the Cat6 lead provided from the Hub3 to a laptop, disabled wifi on the laptop and ran speedtest.net via Ethernet. No improvement in speed.
• Hardwire Router Check. Booted the Hub3 into Modem mode only, connected to the Router via Cat6 to a laptop, disabled wifi on the laptop and ran speedtest.net via Ethernet. No improvement in speed.
• QoS Auto/Manual. Checked QoS mode on the Router in both auto and manual and saw no change. Speed registered via the router is:

My SpeedTest results show the Upload increase instantly from the date of the upgrade too, but worse download speeds:

I've also setup a ThinkBroadband Monitor last night and I don't like the sea of red on the Packet Loss that the graph has given me:

Live graph here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a739504fa032a95f06bd986f9407a64886...

So far, I cannot get anywhere near the speeds I upgraded to and it's infuriating.  I'm ready to call up and envoke my 14 day reverse on the contract upgrade.

Here are my Modem stats (of which I will admit I am clueless about):

Any help or advice would be appreciated as I am one-step away from factory resetting the modem and router which I don't want to do incase I lose all internet for a longer period of time than I can afford.

[Goosh]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	-1.7	37	256 qam	1
2	147000000	-2	37	256 qam	2
3	155000000	-2.2	37	256 qam	3
4	163000000	-2.2	37	256 qam	4
5	171000000	-2.5	37	256 qam	5
6	179000000	-2.7	37	256 qam	6
7	187000000	-3	37	256 qam	7
8	195000000	-3	37	256 qam	8
9	203000000	-3.5	37	256 qam	9
10	211000000	-3.5	37	256 qam	10
11	219000000	-3.9	38	256 qam	11
12	227000000	-4	37	256 qam	12
13	235000000	-4	38	256 qam	13
14	243000000	-4	38	256 qam	14
15	251000000	-4.2	38	256 qam	15
16	259000000	-4.4	38	256 qam	16
17	267000000	-4.2	38	256 qam	17
18	275000000	-4.7	37	256 qam	18
19	283000000	-5.5	37	256 qam	19
20	291000000	-5	37	256 qam	20
21	299000000	-4.2	37	256 qam	21
22	307000000	-3.7	38	256 qam	22
23	315000000	-3.9	38	256 qam	23
24	323000000	-4	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	556	0
2	Locked	37.6	781	3
3	Locked	37.6	784	17
4	Locked	37.3	749	207
5	Locked	37.6	514	20
6	Locked	37.6	379	0
7	Locked	37.3	376	8
8	Locked	37.6	607	0
9	Locked	37.6	189	0
10	Locked	37.6	795	2
11	Locked	38.6	777	98
12	Locked	37.6	228	0
13	Locked	38.6	328	0
14	Locked	38.6	148	0
15	Locked	38.6	183	0
16	Locked	38.9	173	0
17	Locked	38.6	222	0
18	Locked	37.6	249	0
19	Locked	37.6	456	0
20	Locked	37.6	407	0
21	Locked	37.6	271	0
22	Locked	38.9	179	0
23	Locked	38.6	219	0
24	Locked	38.6	216	0

[Goosh]

Upstream bonded channels

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

1	60300000	43.3	5120	64 qam	1
2	39400000	42.8	5120	64 qam	4
3	46200000	43	5120	64 qam	3
4	53700000	43.3	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	2	0
4	ATDMA	0	0	0	0

[Goosh]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053+voc-b.cm

Primary Downstream Service Flow

SFID	12462
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12461
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Andrew-G]

Just spoke to the tech team and they've done a remote connection to the Hub3, pushed a software change and I've seen a speed increase to 348mbps on wifi direct through the VM wifi channel

Well, keep an eye on it.  This remote kick up the arts that VM claim they do often doesn't seem to fix problems for any length of time, and that's unsurprising if the fault is line noise or a manky connector.  Your latest stats still show rather poor downstream power, plus far too many post-RS errors.  Even in small numbers, post-RS errors are really bad for latency and speed. 

I could be wrong and hopefully am, but I suspect you'll see speeds deteriorate again. 

[Goosh]

Cheers Andrew, 

That's what I'm expecting as well in all honesty but willing to give them the benefit of the doubt. 

On a plus note, the tech team actually listened to me, my setup and my efforts to correct it and didn't have me disconnect or reboot the hub3 etc which was what I was dreading when I rang up to complain.

Will leave the setup exactly as is and see what the crack is on Sunday night 

[Corey_C]

Thanks for your post and updates, Goosh,

Let us know how it goes with your connection.

Cheers,

Corey C

[Goosh]

Hi Corey_C, 

I've achieved some increases in speed, but not consistent at all - very hit and miss and not at all above the minimum guarantee.  Unfortunately, my whole housing estate was offline this morning so I was unable to test further as I'm at work (saving grace).

I'll reboot the router when I get home and see what the state of play is but if theres no improvement, I may have to escalate it further.

Thanks, 

[John_GS]

Hi Goosh

Do try the reboot and let us know. 

Best,

[Goosh]

Hi John, 

I'm still getting below par speeds and no consistant speeds.  I did achieve 443 Mbps on VM wifi when I was stood next to the hub but this is below the guaranteed speed.  The current stats are:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	-2	37	256 qam	1
2	147000000	-2	37	256 qam	2
3	155000000	-2.2	37	256 qam	3
4	163000000	-2.4	37	256 qam	4
5	171000000	-2.5	37	256 qam	5
6	179000000	-3	37	256 qam	6
7	187000000	-3	37	256 qam	7
8	195000000	-3.2	38	256 qam	8
9	203000000	-3.5	37	256 qam	9
10	211000000	-3.7	37	256 qam	10
11	219000000	-3.9	38	256 qam	11
12	227000000	-4	37	256 qam	12
13	235000000	-4	38	256 qam	13
14	243000000	-4	38	256 qam	14
15	251000000	-4.2	38	256 qam	15
16	259000000	-4.4	38	256 qam	16
17	267000000	-4.2	38	256 qam	17
18	275000000	-4.5	37	256 qam	18
19	283000000	-5.5	37	256 qam	19
20	291000000	-5	37	256 qam	20
21	299000000	-4.4	37	256 qam	21
22	307000000	-3.7	38	256 qam	22
23	315000000	-3.9	38	256 qam	23
24	323000000	-4	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	435	109
2	Locked	37.6	441	129
3	Locked	37.6	516	37
4	Locked	37.6	600	87
5	Locked	37.6	534	43
6	Locked	37.6	472	44
7	Locked	37.6	129	482
8	Locked	38.6	458	68
9	Locked	37.6	308	38
10	Locked	37.6	218	34
11	Locked	38.6	510	54
12	Locked	37.6	152	38
13	Locked	38.6	138	41
14	Locked	38.6	98	53
15	Locked	38.6	81	44
16	Locked	38.6	96	30
17	Locked	38.6	91	49
18	Locked	37.6	80	44
19	Locked	37.6	152	41
20	Locked	37.6	156	44
21	Locked	37.6	127	28
22	Locked	38.9	80	71
23	Locked	38.6	70	63
24	Locked	38.9	77	58

Upstream bonded channels

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

1	60300000	43	5120	64 qam	1
2	46200007	42.8	5120	64 qam	3
3	39399961	42.5	5120	64 qam	4
4	53700015	43	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	0	0
4	ATDMA	0	0	1	0

[Goosh]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053+voc-b.cm

Primary Downstream Service Flow

SFID	16572
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16571
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

04/10/2021 08:25:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2021 17:14:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2021 15:06:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2021 11:00:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2021 00:52:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 19:33:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 19:32:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 19:27:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:05:26	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:03:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:03:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:03:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:03:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 09:03:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 19:56:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 12:48:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2021 14:28:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:32:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 01:42:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 06:41:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;