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Ahowes
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Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Hi there

Recently upgraded to virgin M500 from M100 and so far not impressed. I've been told that "it'll improve" a couple of times over my calls to ask virgin what's happening, each time I've been on hold for an hour before someone shirtily replies then tells me there's nothing more they can do.

 

Today I tried phoning again, as the connection was only 86 mbps peak throughout the day, and after an hour on hold, I was disconnected and I don't have the heart to try again tonight.

I am on hub 3, ethernet connection, everything in my computer spec says I should be getting 500mbps, tried with phones, laptops, another PC, none break 100 mbps.

I was hoping maybe someone here can help before I spend another interminable time on hold.

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Adduxi
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Message 2 of 24
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Post the configuration file just to check you have been upgraded. While you are there, you might as well post the Downstream and Upstream power levels, and the Network logs.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Anonymous
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Message 3 of 24
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me


@Ahowes wrote:

Hi there

Recently upgraded to virgin M500 from M100 and so far not impressed. I've been told that "it'll improve" a couple of times over my calls to ask virgin what's happening, each time I've been on hold for an hour before someone shirtily replies then tells me there's nothing more they can do.

 

Today I tried phoning again, as the connection was only 86 mbps peak throughout the day, and after an hour on hold, I was disconnected and I don't have the heart to try again tonight.

I am on hub 3, ethernet connection, everything in my computer spec says I should be getting 500mbps, tried with phones, laptops, another PC, none break 100 mbps.

I was hoping maybe someone here can help before I spend another interminable time on hold.


Log into the HUB and check the 'Connected devices' section to ensure your wired devices are connecting at 1Gbps (1000), NOT 100 (10/100).

If they are connecting at 10/100 your ethernet cable/s are out of date (Probably CAT5).

Wireless speeds could be low due to the device themselves.

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Ahowes
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Cat 6 cables across the board

 

All wired devices are at 1000 Mbps in the hub's connected devices, wireless are anywhere from 160 to 360.

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Anonymous
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me


@Ahowes wrote:

Cat 6 cables across the board

 

All wired devices are at 1000 Mbps in the hub's connected devices, wireless are anywhere from 160 to 360.


Ok,

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Ahowes
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Config.PNGdownstream.PNGupstream.PNG

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MikeRobbo
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Message 7 of 24
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

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 should post the link straight away.

Post a 'Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Ahowes
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Downstream
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 475000000 8.5 38 256 qam 9
2 483000000 8.6 38 256 qam 10
3 491000000 8.6 38 256 qam 11
4 499000000 8.8 38 256 qam 12
5 507000000 8.8 38 256 qam 13
6 515000000 8.8 38 256 qam 14
7 523000000 8.8 38 256 qam 15
8 531000000 8.6 38 256 qam 16
9 539000000 8.6 38 256 qam 17
10 547000000 8.8 37 256 qam 18
11 555000000 8.8 37 256 qam 19
12 563000000 8.9 38 256 qam 20
13 571000000 9 37 256 qam 21
14 579000000 8.9 37 256 qam 22
15 587000000 9 38 256 qam 23
16 595000000 9.3 37 256 qam 24
17 635000000 9.3 37 256 qam 25
18 643000000 9.1 37 256 qam 26
19 651000000 9.3 37 256 qam 27
20 659000000 9.1 37 256 qam 28
21 667000000 9.3 37 256 qam 29
22 675000000 9.5 37 256 qam 30
23 683000000 9.4 36 256 qam 31
24 691000000 9.5 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 9 0
2 Locked 38.6 10 0
3 Locked 38.6 7 0
4 Locked 38.6 8 0
5 Locked 38.9 9 0
6 Locked 38.6 10 0
7 Locked 38.6 8 0
8 Locked 38.6 10 0
9 Locked 38.6 6 0
10 Locked 37.6 7 0
11 Locked 37.6 21 0
12 Locked 38.6 4 0
13 Locked 37.6 8 0
14 Locked 37.6 22 0
15 Locked 38.6 20 0
16 Locked 37.6 9 0
17 Locked 37.3 3 0
18 Locked 37.6 8 0
19 Locked 37.6 8 0
20 Locked 37.3 6 0
21 Locked 37.6 4 0
22 Locked 37.3 13 0
23 Locked 36.6 7 0
24 Locked 37.6 0 0
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MikeRobbo
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Message 9 of 24
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Ahowes
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Message 10 of 24
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Re: Upgraded to M500, internet slower than before, hourlong on hold with Virgin before they hung up on me

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 38 5120 64 qam 2
2 46200068 38.8 5120 64 qam 1
3 25800000 37.5 5120 64 qam 4
4 32600000 37.8 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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