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sdjvincent
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Message 1 of 19
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New customer with slow M500

Hello, I’m a new customer who signed up for M500 broadband a few weeks ago. I’ve been testing the speed everyday using an appropriate Ethernet cable directly to the Hub 3. The speed has never reached above 180mbps. The engineer who installed gave me his number and said to text him if I have issues but hasn’t replied. The customer service website and phone are terrible. I need to know how to get this resolved or cancel the service.

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sdjvincent
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Message 2 of 19
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Re: New customer with slow M500

please also note I have tried all the steps recommended (resetting the hub, etc) several times.

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Anonymous
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Message 3 of 19
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Re: New customer with slow M500

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

sdjvincent
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Message 4 of 19
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Re: New customer with slow M500

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 0 38 256 qam 30
2 202750000 4 38 256 qam 9
3 210750000 3.7 38 256 qam 10
4 218750000 3.4 38 256 qam 11
5 226750000 3 38 256 qam 12
6 234750000 2.7 38 256 qam 13
7 242750000 2.5 38 256 qam 14
8 250750000 2.2 38 256 qam 15
9 258750000 2 40 256 qam 16
10 266750000 2 38 256 qam 17
11 274750000 1.7 38 256 qam 18
12 282750000 1.5 38 256 qam 19
13 290750000 1.4 38 256 qam 20
14 298750000 1.5 38 256 qam 21
15 306750000 1.2 38 256 qam 22
16 314750000 1.5 38 256 qam 23
17 322750000 1.5 38 256 qam 24
18 330750000 1.5 38 256 qam 25
19 370750000 1 38 256 qam 26
20 378750000 0.5 38 256 qam 27
21 386750000 0.2 38 256 qam 28
22 394750000 0 38 256 qam 29
23 410750000 -0.2 38 256 qam 31
24 418750000 0 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 3778 0
2 Locked 38.9 496 0
3 Locked 38.9 515 0
4 Locked 38.9 586 0
5 Locked 38.9 838 0
6 Locked 38.6 939 0
7 Locked 38.6 1164 0
8 Locked 38.9 1173 0
9 Locked 40.3 1135 0
10 Locked 38.9 1875 0
11 Locked 38.9 2367 0
12 Locked 38.9 2340 0
13 Locked 38.9 3144 0
14 Locked 38.9 2945 0
15 Locked 38.6 3191 0
16 Locked 38.6 2961 0
17 Locked 38.9 3001 0
18 Locked 38.6 2353 0
19 Locked 38.6 1743 0
20 Locked 38.6 2695 0
21 Locked 38.9 3503 0
22 Locked 38.6 4454 0
23 Locked 38.6 3897 0
24 Locked 38.9 2985 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400014 4.725 5120 16 qam 2
2 25800149 4.6 5120 16 qam 4
3 46200054 4.8 5120 16 qam 1
4 32599932 4.65 5120 16 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Network Log
Time Priority Description
28/07/2020 17:46:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 20:20:19 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 15:24:57 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 10:46:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 00:39:1 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:58:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 00:27:47 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 08:42:44 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 06:19:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 18:29:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 16:57:44 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:40:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 18:38:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 14:11:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2020 06:27:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 18:25:19 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 17:38:9 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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sdjvincent
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Message 5 of 19
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Re: New customer with slow M500

Thanks for looking into this for me.
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Anonymous
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Message 6 of 19
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Re: New customer with slow M500

Your upstream channels should have a 'Modulation' of 64 qam, however all four are at 16 qam which won't help things.

Most of your downstream channels have over 1000 'Pre RS Errors', however are being corrected by the HUB hence the 0 'Post RS Errors'. If this number of errors have occurred over a short period of time it could be noise on the line. 

These two issues point to a fault with the line which require further investigation by VM. 

sdjvincent
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Message 7 of 19
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Re: New customer with slow M500

Thanks Carl, great to get such a coherent and to the point response, much appreciated! Is there a way to arrange that on here or will I need to navigate VM's customer service phone line?
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Anonymous
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Message 8 of 19
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Re: New customer with slow M500

I would suggest texting VM on 07533 051 809, or wait for a day or two, depending on active threads, for one of the VM staff to reply to this thread.

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sdjvincent
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Message 9 of 19
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Re: New customer with slow M500

I tried the text service today and they were useless, told me to go to the website. I'll hold out for someone on here. Thanks again!
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Anonymous
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Message 10 of 19
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Re: New customer with slow M500

No worries.

I would suggest you remove the 'helpful answer' tag as it marks the thread as resolved. Kudos is fine though...