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Mister_H
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M500 speed crumbled

Hi. currently only managing to receive mediocre download speeds on my M500 package; usually between 200 and up the 350ish, as low as 167Mbps at one point, just to conclude it is not my personal equipment that is at fault i've practiced all good troubleshooting steps i can think of; i have speed tested my Superhub 3 in both router mode and modem mode (both with no other devices connected and wifi off), i have factory reset via the pin on the back of the router (was attempting to go the GUI route but the interface seemed slow so resorted to the hard reset).

Upload speed seem brilliant, 34-37Mpbs

It may just be my head playing tricks on me thinking of causes, but i am sure my neighbour has had VM recently installed and this problem has shown it's face afterwards?

I've tested on various devices; 2 separate PC's via separate Cat7 ethernet cables at separate times in both router mode to the Superhub, and modem mode to my ASUS GT-AC5300.

I've tested on wifi using the same routine using my gaming laptop and my mid range linux laptop.

I've tested at various points of the day as much as i can achieve around work schedules.

I've kept the log as a .csv from speedtest net and furthermore started the BQM tool as i see keeps being suggested.

I've called VM to no avail, the guy that tried to help simply said he was out of ideas and his troubleshooting screen didn't allow him many more options besides referral to OFCOM, kudos to him for helping to the best of his ability though.

The logs from the Superhub 3 are as follows

Downstream bonded channels

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

129900000011.938256 qam21
22510000009.538256 qam15
32590000001038256 qam16
426700000010.338256 qam17
527500000010.538256 qam18
628300000010.838256 qam19
729100000011.440256 qam20
83070000001240256 qam22
93150000001240256 qam23
1032300000012.640256 qam24
1133100000013.140256 qam25
1237100000013.440256 qam26
1337900000013.540256 qam27
1438700000013.540256 qam28
1539500000013.840256 qam29
1640300000013.440256 qam30
174110000001440256 qam31
184190000001440256 qam32
1942700000013.940256 qam33
2043500000013.540256 qam34
2144300000013.940256 qam35
224510000001440256 qam36
234590000001440256 qam37
2446700000014.340256 qam38



Downstream bonded channels

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

1Locked38.9200
2Locked38.9140
3Locked38.6120
4Locked38.9180
5Locked38.9170
6Locked38.9240
7Locked40.3180
8Locked40.3210
9Locked40.3280
10Locked40.3290
11Locked40.3250
12Locked40.9320
13Locked40.3460
14Locked40.9440
15Locked40.3380
16Locked40.3730
17Locked40.9540
18Locked40.9440
19Locked40.3480
20Locked40.31010
21Locked40.3580
22Locked40.9800
23Locked40.9770
24Locked40.9810

Upstream bonded channels

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

13259986842.8512064 qam7
22580007843512016 qam8
34619974842.8512064 qam5
43940009842.5512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Mister_H
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Message 1 of 13
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M500 speed crumbled

Hi. 👋 currently only managing to receive mediocre download speeds on my M500 package; usually between 200 and up the 350ish, as low as 167Mbps at one point, just to conclude it is not my personal equipment that is at fault i've practiced all good troubleshooting steps i can think of; i have speed tested my Superhub 3 in both router mode and modem mode (both with no other devices connected and wifi off), i have factory reset via the pin on the back of the router (was attempting to go the GUI route but the interface seemed slow so resorted to the hard reset).

Upload speed seem brilliant, 34-37Mpbs

It may just be my head playing tricks on me thinking of causes, but i am sure my neighbour has had VM recently installed and this problem has shown it's face afterwards?

I've tested on various devices; 2 separate PC's via separate Cat7 ethernet cables at separate times in both router mode to the Superhub, and modem mode to my ASUS GT-AC5300.

I've tested on wifi using the same routine using my gaming laptop and my mid range linux laptop.

I've tested at various points of the day as much as i can achieve around work schedules.

I've kept the log as a .csv from speedtest.net and furthermore started the BQM as i see keeps being suggested.

I've called VM to no avail, the guy that tried to help simply said he was out of ideas and his troubleshooting screen didn't allow him many more options besides referral to OFCOM, kudos to him for helping to the best of his ability though.

The logs from the Superhub 3 are as follows

Downstream bonded channels

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

129900000011.938256 qam21
22510000009.538256 qam15
32590000001038256 qam16
426700000010.338256 qam17
527500000010.538256 qam18
628300000010.838256 qam19
729100000011.440256 qam20
83070000001240256 qam22
93150000001240256 qam23
1032300000012.640256 qam24
1133100000013.140256 qam25
1237100000013.440256 qam26
1337900000013.540256 qam27
1438700000013.540256 qam28
1539500000013.840256 qam29
1640300000013.440256 qam30
174110000001440256 qam31
184190000001440256 qam32
1942700000013.940256 qam33
2043500000013.540256 qam34
2144300000013.940256 qam35
224510000001440256 qam36
234590000001440256 qam37
2446700000014.340256 qam38



Downstream bonded channels

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

1Locked38.9200
2Locked38.9140
3Locked38.6120
4Locked38.9180
5Locked38.9170
6Locked38.9240
7Locked40.3180
8Locked40.3210
9Locked40.3280
10Locked40.3290
11Locked40.3250
12Locked40.9320
13Locked40.3460
14Locked40.9440
15Locked40.3380
16Locked40.3730
17Locked40.9540
18Locked40.9440
19Locked40.3480
20Locked40.31010
21Locked40.3580
22Locked40.9800
23Locked40.9770
24Locked40.9810

Upstream bonded channels

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

13259986842.8512064 qam7
22580007843512016 qam8
34619974842.8512064 qam5
43940009842.5512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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carl_pearce
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Message 3 of 13
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Re: M500 speed crumbled

Most of your downstream power levels are out of spec (-6 to +10 is in spec, 0dB being optimal).

One of your upstream channels is out of spec on QAM (should be 64).

An engineer visit is required to correct these levels, either at the cabinet or by fitting one of these between the HUB and cable to the wall socket:

https://www.ebay.co.uk/itm/Technetix-12dB-Forward-Path-Equailiser/233455402135?_trkparms=aid%3D11100... 

MikeRobbo
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Message 4 of 13
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Re: M500 speed crumbled

Please stick to one thread.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Mister_H
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Message 5 of 13
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Re: M500 speed crumbled

Thanks, some insightful knowledge, there is a 6dB one on the modem already, does this make a difference?

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MikeRobbo
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Message 6 of 13
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Re: M500 speed crumbled


@Mister_H wrote:

Thanks, some insightful knowledge, there is a 6dB one on the modem already, does this make a difference?


That 6dB attenuator is stopping the power from going off the scale.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 7 of 13
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Re: M500 speed crumbled

Retrieved a 15dB from my workplace (empty rental house 4 doors up), download speeds are not any better, however are these better within specs?

Downstream bonded channels

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

12990000003.238256 qam21
22510000000.538256 qam15
3259000000138256 qam16
42670000001.538256 qam17
52750000001.738256 qam18
6283000000238256 qam19
72910000002.740256 qam20
83070000003.240256 qam22
93150000003.240256 qam23
103230000003.740256 qam24
113310000004.540256 qam25
123710000004.540256 qam26
133790000004.840256 qam27
143870000004.640256 qam28
153950000004.940256 qam29
164030000004.540256 qam30
174110000005.140256 qam31
184190000005.140256 qam32
19427000000540256 qam33
204350000004.640256 qam34
21443000000540256 qam35
224510000005.140256 qam36
234590000005.140256 qam37
244670000005.340256 qam38



Downstream bonded channels

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

1Locked38.940
2Locked38.960
3Locked38.940
4Locked38.900
5Locked38.940
6Locked38.660
7Locked40.340
8Locked40.370
9Locked40.900
10Locked40.340
11Locked40.910
12Locked40.910
13Locked40.350
14Locked40.360
15Locked40.370
16Locked40.320
17Locked40.3210
18Locked40.9200
19Locked40.940
20Locked40.310
21Locked40.380
22Locked40.950
23Locked40.960
24Locked40.320

 

Upstream bonded channels

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

13260030737.5512064 qam7
22580000037.5512016 qam8
34620000037.5512064 qam5
43940000037.3512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

rebooted modem after replacement too.

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carl_pearce
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Message 8 of 13
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Re: M500 speed crumbled

I believe you may have fitted an attenuator, rather than a forward path equaliser, since your upstream power levels have also been affected!

Regardless you'll need an engineer visit to investigate further.

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Mister_H
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Message 9 of 13
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Re: M500 speed crumbled

It was a Forward Path Attenuator that i used, was this wrong? however i had an early morning phone call with VM and asked for an engineer (my request was declined); the support staff on the phone said she could see from her end something was wrong? apparently made some alterations and my modem rebooted.

After the reboot and the configuration changes the phone support made the speed was back up to spec (and beyond) for 2 days, and now appears to be faltering off again, not as drastic as previously (330-395Mbps), however still a drop in speed non the less.

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MikeRobbo
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Re: M500 speed crumbled


@Mister_H wrote:

Retrieved a 15dB from my workplace (empty rental house 4 doors up), download speeds are not any better, however are these better within specs?

Downstream bonded channels

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

12990000003.238256 qam21
22510000000.538256 qam15
3259000000138256 qam16
42670000001.538256 qam17
52750000001.738256 qam18
6283000000238256 qam19
72910000002.740256 qam20
83070000003.240256 qam22
93150000003.240256 qam23
103230000003.740256 qam24
113310000004.540256 qam25
123710000004.540256 qam26
133790000004.840256 qam27
143870000004.640256 qam28
153950000004.940256 qam29
164030000004.540256 qam30
174110000005.140256 qam31
184190000005.140256 qam32
19427000000540256 qam33
204350000004.640256 qam34
21443000000540256 qam35
224510000005.140256 qam36
234590000005.140256 qam37
244670000005.340256 qam38

Upstream bonded channels

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

13260030737.5512064 qam7
22580000037.5512016 qam8
34620000037.5512064 qam5
43940000037.3512064 qam6

 


Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +0.5dBmV and the highest at +5.3dBmv is too great.

One of your Upstream Modulations is wrong, it is at 16QAM, it should be 4 QAM

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.