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Jac_williams
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Slower than expected speed for M500

Hi there,

I've been through the guidance and done a hard reset and also did the service checker at the top of the page (all was fine in my area etc). I currently have around 80/90 mbps download speed and around 30 mbps for upload. The highest I have seen so far is 160 mbps and we have the M500 package. 

I have attached the logs below. Could someone please advise? thanks in advance.

Jac

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Jac_williams
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Re: Slower than expected speed for M500

Downstream

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

1.2

38

256 qam

1

2

147000000

1.5

38

256 qam

2

3

155000000

1.4

38

256 qam

3

4

163000000

1.2

38

256 qam

4

5

171000000

0.4

38

256 qam

5

6

179000000

-0.2

38

256 qam

6

7

187000000

-0.2

37

256 qam

7

8

195000000

0

38

256 qam

8

9

203000000

0

38

256 qam

9

10

211000000

0.5

37

256 qam

10

11

219000000

0.2

38

256 qam

11

12

227000000

-0.2

37

256 qam

12

13

235000000

-0.2

37

256 qam

13

14

243000000

0

37

256 qam

14

15

251000000

-0.5

37

256 qam

15

16

259000000

-1.2

37

256 qam

16

17

267000000

-0.7

37

256 qam

17

18

275000000

-0.7

37

256 qam

18

19

283000000

-1.5

37

256 qam

19

20

291000000

-2.2

37

256 qam

20

21

299000000

-1.4

37

256 qam

21

22

307000000

-1.5

37

256 qam

22

23

315000000

-1.7

37

256 qam

23

24

323000000

-0.7

37

256 qam

24

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Jac_williams
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Re: Slower than expected speed for M500

Upstream

 

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

51

5120

64 qam

5

2

39400000

51

5120

64 qam

4

3

46200000

51

5120

64 qam

3

4

53700000

51

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

1

0

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Jac_williams
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Re: Slower than expected speed for M500

Network Log

Time Priority Description

30/12/2020 15:16:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 15:10:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 13:56:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 08:02:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 22:15:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 20:16:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 15:18:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 12:12:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:02:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 15:12:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 14:44:8noticeSW download Successful - Via Config file
22/12/2020 14:42:15noticeSW Download INIT - Via Config file
01/01/1970 00:02:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 19:39:26noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 19:31:11noticeSW download Successful - Via Config file
15/12/2020 19:25:32noticeSW Download INIT - Via Config file
01/01/1970 00:03:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 12:02:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 5 of 8
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Re: Slower than expected speed for M500

Your Upstream Power Levels are all maxed out.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

51

5120

64 qam

5

2

39400000

51

5120

64 qam

4

3

46200000

51

5120

64 qam

3

4

53700000

51

5120

64 qam

2

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Slower than expected speed for M500

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Jac_williams
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Message 7 of 8
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Re: Slower than expected speed for M500

Thank you. I'm trying to find a contact number to ring them tomorrow but I'm struggling. Do you know what the correct number is?

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MikeRobbo
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Re: Slower than expected speed for M500

150 from Virgin landline - as long as you can put up with the canned music.

0345 454 1111 from any other UK  phone - as long as you can put up with the canned music.


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