Paying for M200 but speeds no faster than previous M100

[IanSR]

Hi, we recently upgraded to M200 from M100.

The package has been applied because when I do a speed test, our upload speed is now 20Mbps whereas before it was only 10Mbps.

However the download speed has remained at between 60 and 80Mbps, this is even lower than the 90Mbs we used to average on the M100 service.

So, does it take time for the speed to settle or does our equipment need changing?  We have a Superhub2.  All testing has been completed on CAT5 wired machines running Windows 10, WiFi is disabled in the router as we do not use it.

Any ideas, or should I just request we go back to M100?

[David_Bn]

Good Afternoon @IanSR, I'll be able to look into a hub replacement for you, check out the purple envelope in the top right hand corner from me

Kindest regards,

David_Bn

[Molly_T]

Hi Ian, Thank you for coming back to us! Sorry to hear you are experiencing issues with latency and packet loss. 

Having had a look on our systems there are no issues showing with the signals coming into your hub from the exchange. 

There are some settings with the Wi-Fi bands on your hub which are showing as out of specification at the moment which may be causing you issues. (Both the 2.4ghz and 5ghz Wi-Fi band are currently disabled.)

Is this something you are aware of? If you would be able to do a pinhole reset on your hub this will return it to factory settings, refresh all connections and hopefully resolve some of the issues. 

If you can please let us know how you are getting on following the pinhole reset so we can offer further support and diagnostics. 

All the best!

[IanSR]

---

@Molly_T wrote:

Hi Ian, Thank you for coming back to us! Sorry to hear you are experiencing issues with latency and packet loss. 

Having had a look on our systems there are no issues showing with the signals coming into your hub from the exchange. 

There are some settings with the Wi-Fi bands on your hub which are showing as out of specification at the moment which may be causing you issues. (Both the 2.4ghz and 5ghz Wi-Fi band are currently disabled.)

Is this something you are aware of? If you would be able to do a pinhole reset on your hub this will return it to factory settings, refresh all connections and hopefully resolve some of the issues. 

If you can please let us know how you are getting on following the pinhole reset so we can offer further support and diagnostics. 

All the best!

---

With all due respect, I disagree that there is not an issue, and the issue is quiet well known, you literally have a forum full of angry customers so it's not isolated, I like that you say there is no issue between my hub and the exchange, well yes that's because the issue that is quiet well established now is at a network level (i.e. beyond my local exchange).

I have tried several factory resets and nothing fixes it, the issue is not my hub, it's not the local exchange, it's deep withi n the network core and only Virgin Media network engineers themselves can fix this.

Thanks.

[Carley_S]

Hi @IanSR

Are you able to share your live BQM so that we can see where/when you are experiencing these packet loss and latency issues. I have check the systems both at the exchange and in the area and I cannot see anything that might be causing these issues on your service. 

[IanSR]

Here you go:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/767cc38a43d183b202017fcc898fba7dbc... 

I suspect the humps Saturday were me uploading stuff to Youtube while also streaming other stuff, I can imagine if you push the system to it's limit you can induce what looks like network utilisation issues, so for now just ignore them, the main issue is the weekday (Monday to Thursday) latency and lost packets that happen between 7.30pm ish and 10.30pm, that makes gameplay impossible during these times.

It's also been suggested that I post these details for you:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	138750000	146750000	154750000	162750000	170750000	178750000	186750000	194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	3.97	3.93	4.11	4.05	3.83	3.60	3.41	3.39
RxMER (dB)	36.84	37.09	37.09	36.84	37.36	37.64	37.09	37.09
Pre RS Errors

69825	38290	7371	9729	2025	1569	1748	1338
Post RS Errors

288

304

287

285

303

291

277

301

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	7	6	5	8
Frequency (Hz)	46200000	53700000	60300000	39400000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	41.50	41.50	41.75	41.50
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	0	0
T4 Timeouts	0	0	0	0

First Time	Last Time	Priority	Error Number	Description
07/05/2022 20:43:25 GMT	07/05/2022 20:43:25 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
04/05/2022 08:43:18 GMT	04/05/2022 08:43:18 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
01/05/2022 08:09:50 GMT	01/05/2022 08:09:50 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
29/04/2022 09:11:04 GMT	29/04/2022 09:11:04 GMT	Warning (5)	66050310	Auth Success - Web login successful.
28/04/2022 20:03:49 GMT	28/04/2022 20:03:49 GMT	Error (4)	68010302	DHCP WAN IP - xx.xxx.xx.xx
28/04/2022 20:02:57 GMT	28/04/2022 20:02:57 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
28/04/2022 20:00:21 GMT	28/04/2022 20:00:21 GMT	Error (4)	68010302	DHCP WAN IP - xx.xxx.xx.xx
28/04/2022 19:59:27 GMT	28/04/2022 19:59:27 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
28/04/2022 09:17:03 GMT	28/04/2022 09:17:03 GMT	Warning (5)	66050310	Auth Success - Web login successful.
28/04/2022 08:59:39 GMT	28/04/2022 08:59:39 GMT	Error (4)	68010302	DHCP WAN IP - xx.xxx.xx.xx
28/04/2022 08:58:45 GMT	28/04/2022 08:58:45 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
28/04/2022 08:46:30 GMT	28/04/2022 08:46:30 GMT	Error (4)	68010302	DHCP WAN IP - xx.xxx.xx.xx
28/04/2022 08:45:40 GMT	28/04/2022 08:45:40 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
28/04/2022 08:36:36 GMT	28/04/2022 08:36:36 GMT	Warning (5)	66050310	Auth Success - Web login successful.

Have removed IP address and replaced with xx.xxx.xx.xx.

[Hayley_S]

Hello @IanSR,

Thanks for sharing this information.

Can you please tell me if you have checked your advanced settings? Our system is showing that your 5GHz is disabled which can cause interference and congestion issues.

Many thanks,

[IanSR]

The problem appears to have been fixed somewhere else in the network now, but are you seriously trying to say turning off 5G Wifi causes congestion?  HOW?

5G Wifi was switched off the day the router was delivered probably 5+ years ago, and 2.4Ghz Wifi was disabled 2 years ago, the problems that everybody has been experiencing started a month ago. 

How did turning 5G wifi off 6 years ago cause the congestion during April and May 2022?