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jima
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Speed drop after upgrade to M500

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.

13790000001.440256 qam31
22030000002.740256 qam9
3211000000240256 qam10
42190000002.538256 qam11
52270000002.438256 qam12
62350000001.940256 qam13
7243000000238256 qam14
82510000001.540256 qam15
92590000001.440256 qam16
102670000001.438256 qam17
112750000001.440256 qam18
122830000001.540256 qam19
132910000001.240256 qam20
142990000001.540256 qam21
153070000001.240256 qam22
163150000000.938256 qam23
173230000001.440256 qam24
18331000000140256 qam25
193390000001.240256 qam26
203470000001.740256 qam27
21355000000138256 qam28
223630000001.540256 qam29
233710000001.440256 qam30
243870000001.240256 qam32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.390568460
2Locked40.384419984
3Locked40.384576910
4Locked38.986936756
5Locked38.984707112
6Locked40.385737931
7Locked38.989177460
8Locked40.389737235
9Locked40.388227572
10Locked38.991417771
11Locked40.392977855
12Locked40.391168890
13Locked40.392136928
14Locked40.992267301
15Locked40.992837538
16Locked38.9100908336
17Locked40.394308113
18Locked40.3100839240
19Locked40.398486638
20Locked40.392356018
21Locked38.999696328
22Locked40.993547490
23Locked40.392566056
24Locked40.386986014
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Beth_G
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Re: Speed drop after upgrade to M500

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

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jima
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Re: Speed drop after upgrade to M500

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

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Beth_G
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Re: Speed drop after upgrade to M500

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

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jima
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Re: Speed drop after upgrade to M500

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

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jima
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Re: Speed drop after upgrade to M500

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

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sayekm
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Re: Speed drop after upgrade to M500

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

But there is alarming Post-Erros on your connection. 




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jima
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Re: Speed drop after upgrade to M500

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.

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