Virgin Media Community

[jima]

Hoping I can find some help here after spending quite some time with various Virgin support staff including Gadget Rescue. A package upgrade after renewal moved me to M500 from M350 which latter has been stable and reliable for a year or more. I was very disappointed to see my speeds drop from a consistent 370/380 Mbs down to a consistent 290/300 Mbs. Still not a bad speed but I am upset to pay more and receive less. Upload strangely has increased from 36 Mbs to 41 Mbs. Router has been power cycled, time allowed for config changes etc. but still no joy. There have been no changes in the network in the house, connections are all hard wired and have been stable for some time. Before I try to unwind the upgrade I thought I would ask here. Router status follows.

1	379000000	1.4	40	256 qam	31
2	203000000	2.7	40	256 qam	9
3	211000000	2	40	256 qam	10
4	219000000	2.5	38	256 qam	11
5	227000000	2.4	38	256 qam	12
6	235000000	1.9	40	256 qam	13
7	243000000	2	38	256 qam	14
8	251000000	1.5	40	256 qam	15
9	259000000	1.4	40	256 qam	16
10	267000000	1.4	38	256 qam	17
11	275000000	1.4	40	256 qam	18
12	283000000	1.5	40	256 qam	19
13	291000000	1.2	40	256 qam	20
14	299000000	1.5	40	256 qam	21
15	307000000	1.2	40	256 qam	22
16	315000000	0.9	38	256 qam	23
17	323000000	1.4	40	256 qam	24
18	331000000	1	40	256 qam	25
19	339000000	1.2	40	256 qam	26
20	347000000	1.7	40	256 qam	27
21	355000000	1	38	256 qam	28
22	363000000	1.5	40	256 qam	29
23	371000000	1.4	40	256 qam	30
24	387000000	1.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	9056	8460
2	Locked	40.3	8441	9984
3	Locked	40.3	8457	6910
4	Locked	38.9	8693	6756
5	Locked	38.9	8470	7112
6	Locked	40.3	8573	7931
7	Locked	38.9	8917	7460
8	Locked	40.3	8973	7235
9	Locked	40.3	8822	7572
10	Locked	38.9	9141	7771
11	Locked	40.3	9297	7855
12	Locked	40.3	9116	8890
13	Locked	40.3	9213	6928
14	Locked	40.9	9226	7301
15	Locked	40.9	9283	7538
16	Locked	38.9	10090	8336
17	Locked	40.3	9430	8113
18	Locked	40.3	10083	9240
19	Locked	40.3	9848	6638
20	Locked	40.3	9235	6018
21	Locked	38.9	9969	6328
22	Locked	40.9	9354	7490
23	Locked	40.3	9256	6056
24	Locked	40.3	8698	6014

[Beth_G]

Hi jima,

Welcome to the Community Forums! We appreciate you coming here for help.

I'm sorry to see you've been having a few problems with your broadband speeds recently. I have been able to locate the back end of your services and can see that there are a few signal level issues that will require an engineer's visit to resolve. Would you be happy for me to book one in for you?

Kind regards,

Beth

[jima]

Thanks, Beth, that's very kind of you but after spending some more time on it this morning with CS including a pinhole reset I have taken the decision to fall back to M350 which has been done and I am now waiting for the hub to to settle before checking to see if I get my original performance back. I'll revisit this later in the year when work commitments lighten up and I can explore the Gig1 option further

[Beth_G · Accepted solution]

Thanks for coming back to me jima.

As there are still some signal level issues, downgrading your speed package won't necessarily fix this issue. But do let us know how things go from here and if you are still having problems we'll be happy to arrange an engineer appointment for you,

If you do need anything else from us, please don't hesitate to get back in touch.

Kind regards,

Beth

[jima]

Hi Beth,

After a couple of weeks allowing all to settle and a bit more testing I am still struggling to get to 300Mbps, this from a consistent 380Mbps before the move to M500 then the move back to M350. Upload is a consistent 36Mbps as before. Nothing has changed in the topology surrounding the router (still in modem mode) and I am out of options now so I would like to take you up on your offer of an engineer visit to check signal levels etc. if you would kindly arrange same.

Regards

James

[jima]

Hi Beth

Update - as a last ditch attempt I decided to deploy a fresh iMac with a new installation of Big Sur to do a test connected directly to the hub in router mode and during testing was pleasantly surprised to see approx 380Mbps consistently on Speedtest still in modem mode via the firewall and the switch. That got me thinking and, long story short, I went through all the settings on the main iMac and noticed that WiFi was enabled which was odd as I never run via WiFi where I can run hard-wired. Disabling the WiFi on the iMac restored my download speed to the expected level and I am now happy. I don't know how that got enabled or why there is interaction, I never run WiFi on the iMacs so apologies for putting up all the flak. Note to self - check the basics first! If you still feel that there is something amiss with the signal levels please let me know.

Regards

James

[sayekm]

You have proved that Wi-Fi is not a true measure of speed.

But there is alarming Post-Erros on your connection. 

[jima]

Thanks, I agree with you and thanks for contributing however it is not relevant to my problem as my iMacs have all always been hard wired. The main one just had WiFi enabled as well by accident although I don't use WiFi on the Hub3, all remotes go via the Asus Black Knight. I do have a concern about the errors and will follow those up.