on 11-04-2022 19:15
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?
11-04-2022 19:32 - edited 11-04-2022 19:34
@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?
Just out of interest did you accept that M350 was only 140Mbps?
Is this wired and wireless devices?
on 11-04-2022 19:34
I occasionally got higher on M350 - around 170Mpbs at time....but certainly not happy with that for M500.
11-04-2022 19:36 - edited 11-04-2022 19:37
@Gards1874 wrote:I occasionally got higher on M350 - around 170Mpbs at time....but certainly not happy with that for M500.
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).
on 11-04-2022 19:43
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.
on 11-04-2022 21:19
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 |
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 |
on 11-04-2022 21:20
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 |
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 |
on 11-04-2022 21:20
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; |
on 13-04-2022 07:39
Hi - just wonder if anyone's able to help with the logs i posted to see if there's any obvious issues?
Thanks.
Paul
on 14-04-2022 15:24
Checking if someone from Virgin would be able to respond to this please to move forward the issue?