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michrome
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M500 speed variations

Hi all this is my first post here so hopefully I am providing useful information. I am on a Virgin Media M500 package and I'm seeing large variations in the speed of my service. According to fast.com I had 14 Mbps last night, 510Mbps this morning and I'm back down to 20 Mbps as I type this message. My upload speed seems less varied around 30Mbps.

Note I am not changing any of my configuration, so I would think the variation in speed is most likely coming from outside my home.

My setup is:

  • M500 package
  • Superhub 3 (I think it's at least 5 years old)
  • Superhub running in modem mode
  • Running 2 AmpliFi HDs, connected via ethernet backbone
  • Ethernet connected to the AmplifFi HDs is PS4, a smart TV and 2 Apple TV 4ks.
  • All wiring is Cat6.
  • Approx 20 devices are connected to WiFi. Mobile phones, tablets, laptops and some HomeKit lightbulbs.

I've tested speed using fast.com, thinkbroadband, samknows and the AmpliFi's built-in speed tests. The built-in test rules out any fluctuations caused by WiFi.

Accessing Virgin's own check https://care.virginmedia.com/care/check-services gives me the error "Looks like you’re having trouble connecting to the Hub". I am wondering if that's because it's in modem mode.

I've just signed up to thinkbroadband's quality monitor as attached.

Also attached are my latest superhub stats. Does anyone have any suggestions for what I could look at?

Many thanks.

Screenshot 2022-01-23 at 18.29.09.png

 

My Broadband Ping - Virgin Media M500 Harrogate

Downstream bonded channels

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

12027500008.340256 qam9
2138750000932256 qam1
31467500008.631256 qam2
41547500008.636256 qam3
51627500008.940256 qam4
61707500009.140256 qam5
7178750000940256 qam6
81867500008.840256 qam7
91947500008.540256 qam8
102107500008.140256 qam10
11218750000840256 qam11
122267500007.440256 qam12
132347500007.340256 qam13
142427500007.340256 qam14
152507500007.440256 qam15
162587500007.140256 qam16
172667500007.540256 qam17
182747500008.140256 qam18
192827500008.440256 qam19
202907500008.540256 qam20
212987500008.140256 qam21
223067500007.640256 qam22
233147500007.540256 qam23
243227500007.540256 qam24



Downstream bonded channels

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

1Locked40.313851352
2Locked32.221958602282299227
3Locked31.612709168291614625
4Locked36.631126309
5Locked40.3124123
6Locked40.318631958
7Locked40.317901911
8Locked40.31899793
9Locked40.31796916
10Locked40.3130640
11Locked40.3110829
12Locked40.31290
13Locked40.3280
14Locked40.380
15Locked40.3270
16Locked40.370
17Locked40.3160
18Locked40.950
19Locked40.380
20Locked40.3120
21Locked40.370
22Locked40.3190
23Locked40.3160
24Locked40.370
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Adduxi
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Message 2 of 12
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Re: M500 speed variations

Your BQM shows something on the VM network was fixed around 11pm.   I would suggest you reboot your Hub and check the latest set of stats. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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michrome
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Message 3 of 12
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Re: M500 speed variations

Thanks @Adduxi.

This is common for me: the speed is good first thing in the morning and then gets progressively slower into the evening. For posterity, I am attaching a static version of my BQM now as the one above is live. Also attached are my router stats when my connection is good.

I'll keep an eye on it this evening to see if it dips again. It's frustrating because of how frequently it happens and then is magically fixed again. Because it never lasts more than 24 hours, Virgin don't consider it an issue.

 

25c5a2daafd4deb8ebbaa32ec6cf76e62a0850f3-24-01-2022.png

 

Downstream bonded channels

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

1138750000940256 qam1
21467500008.840256 qam2
31547500008.640256 qam3
4162750000940256 qam4
51707500009.340256 qam5
6178750000940256 qam6
71867500008.840256 qam7
81947500008.540256 qam8
92027500008.340256 qam9
102107500008.140256 qam10
112187500007.940256 qam11
122267500007.340256 qam12
132347500007.340256 qam13
142427500007.140256 qam14
152507500007.340256 qam15
16258750000740256 qam16
172667500007.540256 qam17
18274750000840256 qam18
192827500008.340256 qam19
202907500008.540256 qam20
21298750000840256 qam21
223067500007.640256 qam22
233147500007.540256 qam23
243227500007.440256 qam24



Downstream bonded channels

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

1Locked40.323705723278395863
2Locked40.9177359750138230811
3Locked40.315319
4Locked40.329011
5Locked40.910271039
6Locked40.31053940
7Locked40.91054175
8Locked40.981573
9Locked40.3924111
10Locked40.36918
11Locked40.34100
12Locked40.3790
13Locked40.3190
14Locked40.3130
15Locked40.9250
16Locked40.970
17Locked40.3140
18Locked40.960
19Locked40.370
20Locked40.390
21Locked40.390
22Locked40.980
23Locked40.980
24Locked40.380
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michrome
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Message 4 of 12
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Re: M500 speed variations

Is it normal to have so many RS errors? (Hub is running in modem mode and was last rebooted about 14 hours ago.
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Zak_M
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Re: M500 speed variations

Good morning @michrome

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your services. 

 

Do you possibly have a live BQM that you could provide us? 

 

Kind regards,

Zak_M

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michrome
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Re: M500 speed variations

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michrome
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Re: M500 speed variations

Hey again @Zak_M.

It's slowed right down again now, and there is a spike on the BQM graph. What I can say is it seems to be timed with the kids coming home from school and turning on the AppleTV to watch Netflix. Or it could be coincidence because every kid in the area is coming home from school and turning on their TV … but surely an M500 package should allow us to watch Netflix without noticeably slowing down general web browsing and throwing errors?

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michrome
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Re: M500 speed variations

Got the kids to stop streaming TV (on any device 5pm–5:30pm) today but it the error lines on the BQM chart didn't reduce … so perhaps it's not related.

My Broadband Ping - Virgin Media M500 Harrogate

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jpeg1
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Message 9 of 12
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Re: M500 speed variations

Your connection is extremely sick.

1, There is extreme packet loss at peak times

2. The RS errors on some channels show that there is a great deal of noise on the signal

You are going to need a techician visit to sort these problems.

michrome
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Re: M500 speed variations

Thanks @jpeg1. It just completely fell over just now, so I called Virgin and they told me to turn it off an on again which seems to have revived it for now.

I have all kinds of theories: could my Superhub be sick? Everything else on my network was able to connect to each other but 192.168.100.1 wasn't responding … almost as if the web server in the modem (for the admin pages) had fallen over. The hub was also pretty warm - not sure if that's usual or not.

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