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New Installation M500 barely working

We have had the M500 broadband installed and the speed is extremely low. We were advised that after 24 hrs it would synchronise with the network and we would see the speeds in line with our purchase. However, despite resetting the router, Checking cables, powering the router down and back up, and multiple speed tests we are still experiencing speeds slower than our EE broadband. Until I can get through to someone on VIRGINMedia we have reconnected EE as we have the service until the 7th of September. Any other thoughts?

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Alessandro Volta
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Re: New Installation M500 barely working

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …


Can you set up a Broadband Quality Monitor (BQM) at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.



Can you please

Type ( in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Re: New Installation M500 barely working

@ OP this is not ADSL it does not need time to Sync/settle in, it should work from the word go.

Yes your account may not be fully updated of changes till around 12-2am and VM ask you allow 24-48 hours for upgrades to go through even though they are normally instant by time you come of the phone to CS.

So basically he told you a crock of 💩

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