cancel
Showing results for 
Search instead for 
Did you mean: 

M500 speed not giving full speed

Nightgaunt
On our wavelength

I switched from M350 to M500 a month or so ago and since my speeds have never reached the 500Mbps level and I'm seeing lag in the evenings on my BQM's, on M350 I always got more than 360Mbps.

I always use a wired connection.

Can someone please explain why I'm not getting what I'm paying for?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
386750000
Locked
Ranged Upstream Channel (Hz)
53699991
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1386750000140256 qam32
22027500000.238256 qam9
32107500000.438256 qam10
42187500000.240256 qam11
52267500000.440256 qam12
6234750000038256 qam13
7242750000-0.238256 qam14
8250750000038256 qam15
92587500000.238256 qam16
102667500000.438256 qam17
112747500000.438256 qam18
122827500000.740256 qam19
132907500000.740256 qam20
142987500000.740256 qam21
153067500000.740256 qam22
163147500000.940256 qam23
173227500000.538256 qam24
183307500000.740256 qam25
19338750000138256 qam26
20346750000140256 qam27
213547500000.940256 qam28
22362750000140256 qam29
233707500001.440256 qam30
243787500001.240256 qam31


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0010
12 REPLIES 12

jbrennand
Very Insightful Person
Very Insightful Person
Do a pinhole reset first first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it.

If not, then check in the settings for the "configuration file" - look in the up/down boxes for "Max Data Rate Transfer".

If the upgrade was successful the numbers in there will start 6xxxxx.... (in bps - not Mbps) if it hasn't they will start 4xxxx..... and you would need to call in and ask why not.

The evening lag on the BQM is being shown on every customers BQM - they dont seem to be doing much to sort it though

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for the response, this is from the config tab after a reset:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69



Primary Downstream Service Flow

SFID9780
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9777
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

jbrennand
Very Insightful Person
Very Insightful Person
Yep thats the 500 service (I hit 6 rather than 5 🙂 )

Are the speeds still slow? If so can you test it like this....
___________________________________________

Connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ).

This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.

There are many posts on here (I have a list of ~30!) where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

My main PC has a Z690 motherboard with a 2.5Gb network card, 32Gb of DDR5 and an i9-12900K cpu with all the latest drivers.

I've already switched out CAT 6 cables and tried in safe mode, I only use the Hub in modem mode as I have my own router for wireless as the Hub 3 is useless but still get an average of 350-400Mbps depending upon time of day.

Ironically even wireless shows the same speeds

jbrennand
Very Insightful Person
Very Insightful Person
What make/model of router are you using?

Is there any QoS running on it that you may not be aware of? A number of similar issues reported on here recently, were a result of that.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

It's a TP Link AC5400

Forgot to add I've tried with QoS for gaming and with it switch off too, no difference


@Nightgaunt wrote:

Forgot to add I've tried with QoS for gaming and with it switch off too, no difference


What does your upstream data look like?

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Nightgaunt,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're experiencing some speed issues! I understand how frustrating that can be, especially after your recently speed upgrade.

I can see that you've stated that you use the Virgin Media Hub in Modem Mode as you use a third party router as a main source of WiFi. Unfortunately, we cannot support third party routers and can only run thorough checks on our own equipment. If you'd like, we would be able to run further checks on your power levels if you temporarily switch back to Router Mode on your Virgin Media Hub for at least 24 hours. This way, we'll be able to run checks on our equipment to ensure that it is not the Hub that is causing you the speed issues. If it is the VM Hub that is causing problems, we'll be able to arrange for a technician appointment to investigate this further.

Please keep us updated on how you'd like to proceed, so we can help.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs