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Slappy101
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No speed increase from m350 to m500

I moved from m350 to m500 back in October 2020 and to this day have not seen a speed increase. I currently get anywhere from 300 to 360 and have tested at all different times of the day. I have tested both in modem mode connected to a ASUS brt-ac828 and plugged directly into the virgin media hub 3 with a cat 6 in router mode. I finally got round to calling virgin media today 24th may 2021 about the issue and after spending 2 hours mostly listening to wait music there response was to send a ofcom complaint about my speed issues. This is not at all the point of my phone call as i simply want to get the speed i was sold and am not looking to cancel my contract.  I see that its common for people to post there router info so here it is. 

Downstream bonded channels

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

13310000009.838256 qam25
22670000007.537256 qam17
32750000008.438256 qam18
42830000008.938256 qam19
5291000000938256 qam20
62990000009.538256 qam21
73070000009.538256 qam22
83150000009.438256 qam23
93230000009.538256 qam24
103710000009.538256 qam26
11379000000938256 qam27
123870000008.338256 qam28
133950000008.538256 qam29
144030000008.838256 qam30
15411000000938256 qam31
164190000009.338256 qam32
174270000009.638256 qam33
184350000009.938256 qam34
1944300000010.138256 qam35
2045100000010.138256 qam36
2145900000010.138256 qam37
2246700000010.338256 qam38
2347500000010.140256 qam39
2448300000010.140256 qam40

Downstream bonded channels

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

1Locked38.630
2Locked37.6210
3Locked38.6120
4Locked38.680
5Locked38.9120
6Locked38.6260
7Locked38.9190
8Locked38.9250
9Locked38.6220
10Locked38.660
11Locked38.6260
12Locked38.6590
13Locked38.6650
14Locked38.6340
15Locked38.9380
16Locked38.9520
17Locked38.6630
18Locked38.9680
19Locked38.9580
20Locked38.9460
21Locked38.9770
22Locked38.9620
23Locked40.31180
24Locked40.31740

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620009741.7512064 qam1
22580000041.8512064 qam4
33259998841.8512064 qam3
43940000041.8512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Slappy101
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Re: No speed increase from m350 to m500

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ldJKDHSUBsgvca69834ncxv98



Primary Downstream Service Flow

SFID15570
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15569
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

24/05/2021 13:00:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:37:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 09:56:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 21:12:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 21:12:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 09:12:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 09:12:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 01:38:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 21:12:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 21:12:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 15:53:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 09:12:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 09:12:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 01:31:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 21:12:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 21:12:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 05:42:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 09:12:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 09:12:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 05:47:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Re: No speed increase from m350 to m500

1944300000010.138256 qam35
2045100000010.138256 qam36
2145900000010.138256 qam37
2246700000010.338256 qam38
2347500000010.140256 qam39
2448300000010.140256 qam40

 

Some of your download power levels are on the high side. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

***********************************************************************************************************************************
BT Full Fibre 900 FTTP - Asus RT-AX82U to Openreach ONT Box & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
Slappy101
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Re: No speed increase from m350 to m500

Thank you for the reply, I think i will have to wait for a staff member to pick it up here as i was passed around many departments on the phone and no one even suggested getting an engineer out to have a look.

Laurie_C
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Re: No speed increase from m350 to m500

Hi Slappy101,

 

Thanks for getting in touch, and welcome to the Community Forum! I'm sorry that you're having some issues with your broadband speed. I would be more than happy to look into this for you. I'll just need to confirm some details via Private Message. Please look out for a purple envelope in the top right corner of your screen.

 

Kind regards,

Laurie

Laurie_C
Forum Team
Slappy101
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Re: No speed increase from m350 to m500

All sorted now,  thank you to everyone for the help.

Ayisha_B
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Re: No speed increase from m350 to m500

Glad to hear it's all sorted @Slappy101

 

Don't hesitate to pop back on the forums should you have any other issues!

Ayisha_B
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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