Upgraded to M500 - no change in download speeds

[Gards1874]

About a month ago i took up an offer of upgrading from M350 to M500 for £5 more a month.

Got confirmation that the change had taken place (and it's showing as my service on my account) however the download speeds have not changed from M350.

I've restarted router, restarted my USG and all internal switches.  Still getting the same speeds....

Download speeds avg 140Mbps.  Upload 36Mbps.

Can't seem to see anyway to contact Virgin online to get this raised as an issue.

Can someone help please?

[carl_pearce]

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@Gards1874 wrote:

About a month ago i took up an offer of upgrading from M350 to M500 for £5 more a month.

Got confirmation that the change had taken place (and it's showing as my service on my account) however the download speeds have not changed from M350.

I've restarted router, restarted my USG and all internal switches.  Still getting the same speeds....

Download speeds avg 140Mbps.  Upload 36Mbps.

Can't seem to see anyway to contact Virgin online to get this raised as an issue.

Can someone help please?

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Just out of interest did you accept that M350 was only 140Mbps?

Is this wired and wireless devices?

[Gards1874]

I occasionally got higher on M350 - around 170Mpbs at time....but certainly not happy with that for M500.

[carl_pearce]

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@Gards1874 wrote:

I occasionally got higher on M350 - around 170Mpbs at time....but certainly not happy with that for M500.

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Generally if the speed is lower than expected there is an issue with the line and upgrading could make it worse.

Have you tried with one wire device directly connected to the HUB (You can still do this in modem mode as long as you reboot the HUB).

[jem101]

I wouldn't have accepted that on a 350 either though!

You aren't the first and won't be the last to have issues with slow speed on a connection and either think or be told that 'well if you just upgrade to a higher tier then it will magically fix the issue'. This never, ever happens, if there is a fault preventing you from getting the speed you want then upgrading will do absolutely nothing other than make your bank balance slightly lighter and VM's slightly higher each month!

So, first thing. call VM and cancel the upgrade, assuming that you are in the 14 day cooling off period, they have to action this. Secondly, let's see the condition of the your connection, can you log into the VM Hub and look for the downstream and upstream statistics and the connection logs? Instructions for doing this are somewhere in a number of posts on this forum. Copy and paste the results into a new post on this thread and we can take a look at what might be going on.

[Gards1874]

Downstream

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

1	355000000	-2	40	256 qam	28
2	203000000	-2.2	40	256 qam	9
3	211000000	-2.5	40	256 qam	10
4	219000000	-2.2	40	256 qam	11
5	227000000	-2	40	256 qam	12
6	235000000	-2	40	256 qam	13
7	243000000	-1.9	40	256 qam	14
8	251000000	-2	40	256 qam	15
9	259000000	-1.9	40	256 qam	16
10	267000000	-1.7	40	256 qam	17
11	275000000	-1.7	40	256 qam	18
12	283000000	-1.5	40	256 qam	19
13	291000000	-1.5	40	256 qam	20
14	299000000	-1.5	40	256 qam	21
15	307000000	-2	40	256 qam	22
16	315000000	-2.2	40	256 qam	23
17	323000000	-2.2	40	256 qam	24
18	331000000	-2.2	40	256 qam	25
19	339000000	-2	40	256 qam	26
20	347000000	-2	40	256 qam	27
21	363000000	-2.2	40	256 qam	29
22	371000000	-2.4	40	256 qam	30
23	379000000	-2.7	40	256 qam	31
24	387000000	-3	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	34	0
2	Locked	40.9	97	0
3	Locked	40.3	85	0
4	Locked	40.3	43	0
5	Locked	40.3	25	0
6	Locked	40.9	92	0
7	Locked	40.3	85	0
8	Locked	40.9	36	0
9	Locked	40.9	20	0
10	Locked	40.3	32	0
11	Locked	40.9	51	0
12	Locked	40.9	37	0
13	Locked	40.3	55	0
14	Locked	40.9	90	0
15	Locked	40.3	103	0
16	Locked	40.9	66	0
17	Locked	40.9	57	0
18	Locked	40.3	40	0
19	Locked	40.3	27	0
20	Locked	40.3	27	0
21	Locked	40.9	56	0
22	Locked	40.9	50	0
23	Locked	40.9	39	0
24	Locked	40.9	35	31

[Gards1874]

Upstream...

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

1	60300000	49	5120	64 qam	9
2	39400012	50.5	5120	64 qam	12
3	46200004	47	5120	64 qam	11
4	53699993	47.5	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Gards1874]

Network Log...

Time Priority Description

11/04/2022 21:08:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2022 07:40:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 22:33:51	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2022 22:33:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Gards1874]

Hi - just wonder if anyone's able to help with the logs i posted to see if there's any obvious issues?

Thanks.

Paul

[Gards1874]

Checking if someone from Virgin would be able to respond to this please to move forward the issue?