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wreeve207
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My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

We have been on M200 /M350 for some years now. In London NW3 with generally good cable provision.

However whenever I have monitored bandwidth speed we are getting <50mbps.  It is around 40mbps download and upload for months (specifically, a bit more than 40mbps, download, and a bit less, upload e.g. right now it is 43.5mbs down, 36.8 upload, ping 8ms).  All times of day.

Finally we complained to virgin yesterday and an engineer troubleshooted with us.  He ran troubleshooting, asked us to turn off / on, unplug coax cable and plug it back in again, 'sent a signal to the modem', and *hey presto* suddenly we had 350mbps download, and 40mbps upload. Yay!

However 12 hours later we are back to 40mbps in both directions.

What gives?  We can't spend 2-3 hours on phone to virgin every day to reset our system.

For reference we have a (very high spec) router connected to the modem, so are using modem in router only mode.  The router has >30 devices connected to it most of the time, thru a mixture of wired and wifi connections.  We are not prolific bandwidth users - I do not think we are being capped.

Log of last 15+ tests is copied below.

Any help much appreciated

DateDown HTTPx6Down HTTPx1UpstreamIP AddressISP
 Sun 31/01/2021 07:5543.90 Mbps44.08 Mbps36.00 Mbps86.21.78.168Virgin Media
 Sat 30/01/2021 14:15271.89 Mbps334.56 Mbps35.79 Mbps86.21.78.168Virgin Media
 Fri 08/01/2021 07:4144.20 Mbps44.12 Mbps36.03 Mbps86.21.78.168Virgin Media
 Fri 01/01/2021 23:0643.47 Mbps43.78 Mbps34.15 Mbps86.21.78.168Virgin Media
 Sat 09/05/2020 11:5845.42 Mbps45.57 Mbps35.92 Mbps86.18.122.234Virgin Media
 Fri 08/05/2020 11:3042.51 Mbps44.04 Mbps36.32 Mbps86.18.122.234Virgin Media
 Thu 07/05/2020 22:5131.71 Mbps30.29 Mbps15.31 Mbps86.18.122.234Virgin Media
 Tue 28/04/2020 14:1288.79 Mbps71.23 Mbps25.88 Mbps86.18.122.234Virgin Media
 Fri 17/04/2020 12:5344.25 Mbps42.27 Mbps35.93 Mbps86.18.122.234Virgin Media
 Wed 15/04/2020 23:5014.07 Mbps2.96 Mbps13.92 Mbps86.18.122.234Virgin Media
 Wed 15/04/2020 23:2845.38 Mbps43.36 Mbps36.90 Mbps86.18.122.234Virgin Media
 Wed 15/04/2020 23:2643.45 Mbps3.03 Mbps36.84 Mbps86.18.122.234Virgin Media
 Wed 15/04/2020 20:2315.44 Mbps2.84 Mbps8.78 Mbps86.18.122.234Virgin Media
 Tue 14/04/2020 21:2914.45 Mbps2.72 Mbps9.06 Mbps86.18.122.234Virgin Media
 Tue 14/04/2020 07:3639.32 Mbps46.21 Mbps36.61 Mbps86.18.122.234Virgin Media
 Mon 13/04/2020 10:2645.26 Mbps45.61 Mbps32.67 Mbps86.18.122.234Virgin Media
 Mon 13/04/2020 10:1045.32 Mbps45.74 Mbps36.01 Mbps86.18.122.234Virgin Media
 Sat 11/04/2020 14:4092.61 Mbps89.08 Mbps36.05 Mbps86.18.122.234Virgin Media
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carl_pearce
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Create a BQM and post the live link.

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legacy1
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system


@wreeve207 wrote:

Finally we complained to virgin yesterday and an engineer troubleshooted with us.  He ran troubleshooting, asked us to turn off / on, unplug coax cable and plug it back in again, 'sent a signal to the modem', and *hey presto* suddenly we had 350mbps download, and 40mbps upload. Yay!

However 12 hours later we are back to 40mbps in both directions.

 


They likely gave your modem priority for some hours before going back to normal due to everyone on normal priority and not enough bandwidth.   

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wreeve207
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

Brief followup... i thought I'd test the 'pull cable out and put back in again' bit of yesterday's service call.  This has, again, boosted my speed to full speed - just over 350mbps.  So I am now wondering if it is something to do with my coax cable, or similar.  I will now be interested to see what it is doing in 12 hours' time.... 

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wreeve207
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

I don't have a laptop with ethernet port so it is very tricky to access modem to copy/paste the logs. Having just unplugged/replugged cables and got to >350mbps I am going to leave that for a bit; if it reverts to 40mbps again I will find a way to log in to modem directly.
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carl_pearce
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system


@wreeve207 wrote:
I don't have a laptop with ethernet port so it is very tricky to access modem to copy/paste the logs. Having just unplugged/replugged cables and got to >350mbps I am going to leave that for a bit; if it reverts to 40mbps again I will find a way to log in to modem directly.

You can access the HUB over wireless.

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wreeve207
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Message 7 of 11
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

3 hours later, full speed is maintained... >350mbps still being observed.  Fingers crossed....

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wreeve207
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Message 8 of 11
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

24 hours later, still got >350Mbps. Looks like spring cleaning the cables (in particular I swapped out a coiled coax for a short stubby but straight coax) has made a difference. I am closing this post for now.
wreeve207
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Message 9 of 11
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

Update, 1 day later... we had internet outage issues last night/this morning. Reset router. That fixed things. But when I next checked - 4 hours later- we were back down to 43mbps download speed (still ~40mbps upload). I tried disconnecting cable / rebooting router in a couple of combinations... after 3 attempts I seem to have got my 383mbps download speed back again.
All in all 'something is up' - I just don't quite know what it is yet.
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OliD95
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Message 10 of 11
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Re: My M350 is only 40Mbps apart from a few blissful hours after engineer resets system

I'm surprised you were actually able to get through to an engineer at all, every time I ring it just tells me that all their agents are busy and that the line is engaged. 

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