VOLT M500 underperforming

[Yngwie]

Hi

Had an upgrade a week or so ago. Was on an M100 before and had speeds as advertised.

Since the switch I am getting max 50-60mbs download, it goes down to around 30mbs in peak times, looks like a 1/10 of what I should really be getting.

Upload is OK, up to 36mbs.

I am getting these results regularly, both wired and wireless connections.

Broadband Quality Monitor | thinkbroadband

red line in the morning - that is a router restart, I powered it down for a minute or so.

[Yngwie]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	32599981	Locked
Provisioning State	Online

[Yngwie]

Downstream bonded channels

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

1	331000000	11.5	38	256 qam	25
2	267000000	9.8	38	256 qam	17
3	275000000	9.5	38	256 qam	18
4	283000000	9.5	38	256 qam	19
5	291000000	10	38	256 qam	20
6	299000000	10.5	38	256 qam	21
7	307000000	10.4	38	256 qam	22
8	315000000	10.5	38	256 qam	23
9	323000000	11.1	38	256 qam	24
10	339000000	11.1	38	256 qam	26
11	347000000	11.1	38	256 qam	27
12	355000000	11.5	38	256 qam	28
13	363000000	11.8	38	256 qam	29
14	371000000	11.5	38	256 qam	30
15	379000000	11.5	38	256 qam	31
16	387000000	12	38	256 qam	32
17	395000000	12.3	40	256 qam	33
18	403000000	12.3	38	256 qam	34
19	411000000	12	38	256 qam	35
20	419000000	12.1	38	256 qam	36
21	427000000	12.6	38	256 qam	37
22	435000000	12.5	38	256 qam	38
23	443000000	12.3	38	256 qam	39
24	451000000	12.9	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.9	6	0
2	Locked	38.6	7	0
3	Locked	38.9	4	0
4	Locked	38.9	5	0
5	Locked	38.9	5	0
6	Locked	38.9	5	0
7	Locked	38.9	5	0
8	Locked	38.6	5	0
9	Locked	38.6	5	0
10	Locked	38.9	5	0
11	Locked	38.6	0	0
12	Locked	38.9	6	0
13	Locked	38.9	6	0
14	Locked	38.9	4	0
15	Locked	38.9	6	0
16	Locked	38.6	4	0
17	Locked	40.3	1	0
18	Locked	38.9	8	0
19	Locked	38.9	2	0
20	Locked	38.9	10	0
21	Locked	38.9	10	0
22	Locked	38.6	15	0
23	Locked	38.9	23	0
24	Locked	38.9	11	0

[Yngwie]

Upstream bonded channels

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

1	32599981	36.3	5120	64 qam	5
2	39399961	36.3	5120	64 qam	4
3	46199971	36.3	5120	64 qam	3
4	53699998	36.3	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

[Yngwie]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ewrkldJKDHSUBsgvca69834nc

Primary Downstream Service Flow

SFID	29572
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	29571
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Yngwie]

Network Log

Time Priority Description

30/11/2021 22:16:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 19:07:53	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 19:07:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2021 23:30:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2021 07:07:53	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2021 07:07:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 06:32:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 00:18:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 23:54:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 11:06:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 02:14:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 11:08:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 19:17:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 19:17:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 19:17:11	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 18:16:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:52:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:52:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:44:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:44:35	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Your downstream power is too high. Range should be -6 to +10.   A VM technician will be needed to fix this. 

[Yngwie]

Can I have a technician booked, please?

I tried to connect to Customer Service, but there is a long waiting time, yes, I was willing to wait, but after 15 mins bot is falling into a crazy loop and starts spamming the same things over and over again every 20 seconds.

[Kath_F]

Hi Yngwie, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

I've taken a look at things today and can indeed see a long term issue affecting your downstream power level. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

H Yngwie, 

Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app. 

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.