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SirTristram39
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Slow Speeds M500

Hello everyone, hope all is well in these difficult times. 

So, I have had a bit of a saga with Virgin Media over the last few months. Basically, I was having lots of T3 Timeouts, and slow speeds, the connection has been consistent which is good, but the speeds are still slow. Yesterday an engineer came to install TV and a phone line as well as upgrading to M500, after the first few tests once set up, I was getting between 350 - 480mbps on my iPhone XS, but then a few hours pass, I go upstairs to my room and test again, 49mbps! We have tried everything. Wifi Boosters from Virgin Media, splitting the 2ghz and 5ghz bands, even boosting each individual signal with the boosters, no difference. The engineer did a check-up for me, and said everything looks fine, replaced 3 connectors or something like that I believe, before that we had a new TAP, connector and screw in 3.9mm cable to the router. Don't know where to go from here, definitely not getting an average of at least half of my speeds consistently. I'm using SuperHub 3

 
 
 
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MikeRobbo
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Alessandro Volta
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Message 2 of 26
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Re: Slow Speeds M500

Which thread do you want answering, this one or the one in the Networking forum ?


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SirTristram39
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Message 3 of 26
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Re: Slow Speeds M500

On this one as this seems to be the best place. I do not have any devices which have an ethernet port excluding my Xbox

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MikeRobbo
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Re: Slow Speeds M500

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 thinkbroadband.com - 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 then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
SirTristram39
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Message 5 of 26
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Re: Slow Speeds M500

Broadband quality monitor

Downstream bonded channels

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

14190000002.738256 qam30
2187000000738256 qam7
31950000006.538256 qam8
42030000005.938256 qam9
52110000005.338256 qam10
6219000000538256 qam11
72270000004.538256 qam12
8235000000438256 qam13
92430000003.238256 qam14
102510000002.738256 qam15
112590000003.538256 qam16
122670000003.938256 qam17
132750000004.138256 qam18
142830000004.538256 qam19
152910000004.538256 qam20
162990000004.938256 qam21
173070000004.938256 qam22
18315000000538256 qam23
19323000000538256 qam24
203790000004.538256 qam25
213870000003.538256 qam26
223950000003.238256 qam27
234030000003.538256 qam28
244110000002.938256 qam29



Downstream bonded channels

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

1Locked38.970
2Locked38.9270
3Locked38.980
4Locked38.6190
5Locked38.9100
6Locked38.9100
7Locked38.6140
8Locked38.6100
9Locked38.6190
10Locked38.690
11Locked38.6190
12Locked38.6100
13Locked38.680
14Locked38.960
15Locked38.9100
16Locked38.9140
17Locked38.9150
18Locked38.9180
19Locked38.9170
20Locked38.980
21Locked38.6130
22Locked38.9170
23Locked38.660
24Locked38.9170

Upstream bonded channels

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

1394001414.168512016 qam10
2258000294.025512016 qam12
3325999814.025512016 qam11
4461999914.175512016 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

29/07/2020 10:37:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 13:43:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:53:21criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:51:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:49:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:44:59criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:43:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:42:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:42:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:42:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 12:42:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Anonymous
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Message 6 of 26
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Re: Slow Speeds M500

Upstream bonded channels

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

1394001414.168512016 qam10
2258000294.025512016 qam12
3325999814.025512016 qam11
4461999914.175512016 qam9

 

Similar to another recent thread your upstream channels have a 'Modulation' of 16 qam, when it should be 64 qam.

https://community.virginmedia.com/t5/Speed/New-customer-with-slow-M500/m-p/4348402 

Mine as a comparision:

Upstream bonded channels

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

1602999883.9512064 qam1
2394000243.6512064 qam4
3462000073.65512064 qam3
4537000263.75512064 qam2

 

Further investigation required by VM.

Tom_F
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Re: Slow Speeds M500

Thanks for getting in touch SirTristram39. Sorry to hear about the problems you're having with your connection. 


Taking a look at this today I can see a tech-visit was arranged but subsequently cancelled and I'm unsure why that was as the notes aren't clear - possibly n area issue was logged but as things stand that's not the case, so in the interest of getting this resolved asap I have booked you in with the next available appointment.

You can find the appointment time slot via your online account (virg.in/myVM) and it can also be rescheduled or cancelled from there if needed.


Please keep us posted with the outcome of that, or let us know if there's anything we can help with in the meantime.


Tom

SirTristram39
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Re: Slow Speeds M500

That's brilliant, thank you very much! I wondered why no visit showed up last night on MyVirgin. The agent I spoke to on the phone said they'd arrange it. Would it be worth mentioning the QAM being 16 on my upstream, rather than 64 to the engineer? Would this help with improving my speeds?

 

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SirTristram39
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Message 9 of 26
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Re: Slow Speeds M500

So, Engineer has just been. Everything looks spot on he said, no SNR issues, cables are good, all good at the cabinet down the road. My Ethernet download is amazing, last time I checked it was 780. Upload is great but the wifi strength/range isn't good, he recommended a third party router. I asked about superhub 4 but I'm assuming I will have to wait until GIG1 becomes available if I want the 4 as I'm going to guess the SH4 is not compatible with DOCSIS3? 

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MikeRobbo
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Alessandro Volta
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Message 10 of 26
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Re: Slow Speeds M500

VM Hubs are renowned for their poor Wi-Fi, and at the best of times Wi-Fi is a fickle beast that can be affected by numerous things such as distance from the Hub,  building construction, other electronic devices, neighbouring Wi-Fi, basically all sorts.

VM supply to the Hub, after the Hub it is up to you.

Many on here, myself included advocate the use of a third party Gigabit capable Wi-Fi router or Mesh system.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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