Virgin Media Community

[Timbradley21]

Hi

After some help/advice please.

I've been a Virgin media customer for approx 8 years, and have generally been really pleased with the service. 

A week ago (Saturday 14th) I upgraded my M200 broadband to M500. I only have broadband and phone from them as a service. The original sales person said the speed will increase within the following 24hrs (Sunday 15th).

That didn't happen, and still had the M200 speeds. 

Called on Monday, told there that it hadn't be set up correctly, but they had then resolved it and the speed would now increase in the next 24hrs.

There was no speed increase, called back on the Tuesday, was assured the speed increase had been booked for that day, so should wait 24hrs.

No speed increase on Wednesday. Called and got pushed through to 3 people, sitting on the phone for 1hr 20 minutes. The final person said the previous service staff had not correctly activated the speed increase, they then assure me they had corrected the problem, and the speed increase would be guaranteed in the next 48hrs (but should be in the next 24hrs). As expected, the speed increase has not happened.

From what I think I'm seeing, the new config does not seem to be pushed to the router (superhub 3.0). This is really frustrating as I've previously sung the praises for VM to friends as I really have always hit the advertised speed (if not exceeded it most of the time).

I'll be calling again today, but not holding out much hope, just wondered if someone with more knowledge could advise?

Thanks

[Timbradley21]

Stats

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200014	Locked
Provisioning State	Online

[Timbradley21]

Downstream

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

1	331000000	8.3	38	256 qam	25
2	267000000	7.6	37	256 qam	17
3	275000000	7.5	38	256 qam	18
4	283000000	7.9	37	256 qam	19
5	291000000	7.9	38	256 qam	20
6	299000000	8	37	256 qam	21
7	307000000	8.3	38	256 qam	22
8	315000000	8.4	38	256 qam	23
9	323000000	8	38	256 qam	24
10	339000000	8.4	38	256 qam	26
11	347000000	8.1	37	256 qam	27
12	355000000	8.4	38	256 qam	28
13	363000000	8.5	38	256 qam	29
14	371000000	8.1	38	256 qam	30
15	379000000	8.5	37	256 qam	31
16	387000000	8.5	38	256 qam	32
17	395000000	8.1	38	256 qam	33
18	403000000	8.4	38	256 qam	34
19	411000000	8.6	38	256 qam	35
20	419000000	8.5	38	256 qam	36
21	427000000	8.5	38	256 qam	37
22	435000000	8.6	38	256 qam	38
23	443000000	8.4	37	256 qam	39
24	451000000	8.6	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	1036	0
2	Locked	37.6	342	0
3	Locked	38.6	347	0
4	Locked	37.6	381	0
5	Locked	38.6	402	0
6	Locked	37.6	524	0
7	Locked	38.6	595	0
8	Locked	38.9	699	0
9	Locked	38.6	835	0
10	Locked	38.6	1068	0
11	Locked	37.6	1258	0
12	Locked	38.6	1414	0
13	Locked	38.9	1734	0
14	Locked	38.9	2047	0
15	Locked	37.6	2611	0
16	Locked	38.6	3123	0
17	Locked	38.6	3406	0
18	Locked	38.6	4408	0
19	Locked	38.6	5290	0
20	Locked	38.9	6181	0
21	Locked	38.6	7158	0
22	Locked	38.6	8700	0
23	Locked	37.6	10816	0
24	Locked	38.6	12244	0

[Timbradley21]

Upstream bonded channels

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

1	46200014	44.8	5120	64 qam	3
2	32599988	43.3	5120	64 qam	5
3	39399991	44.8	5120	64 qam	4
4	53700007	44.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Timbradley21]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	3254k;fg87dsfd;kfoA,.iyew

Primary Downstream Service Flow

SFID	264
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	263
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Timbradley21]

Over the past week I have also turned the router off multiple times, as well as performed full factory resets holding the reset button in for more than 60 seconds. This morning I did a full power cycle removing the power for 10 minutes and the above stats are what the router is saying

[Timbradley21]

My BQM 

https://www.thinkbroadband.com/_assets/speedtest/button/1605859079387109255-mini.png 

[MikeRobbo]

---

@Timbradley21 wrot

Primary Downstream Service Flow

SFID	264
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	263
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

---

Your Hub is still set at 200Mbs, you need to keep chasing VM to get it sorted.

[MikeRobbo]

Your >> BQM << is showing all red.

This is normally indicative of the BQM tracking the wrong IP Address or the Hub not responding to Pings.

Check that the IP Address at Think Broadband is correct if that is OK, set the Hub Firewall as shown below ...

[Timbradley21]

Thank for the reply!

My router was in modem mode, but put it back into normal mode, and the settings were already like you posted.

Ive also checked my IP with BQM, for some reason, it wasnt correct so ive updated it.  I think its starting to pull correct figures now