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Yngwie
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VOLT M500 underperforming

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.

 

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Yngwie
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Re: VOLT M500 underperforming

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
32599981
Locked
Provisioning State
Online
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Yngwie
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Re: VOLT M500 underperforming

Downstream bonded channels

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

133100000011.538256 qam25
22670000009.838256 qam17
32750000009.538256 qam18
42830000009.538256 qam19
52910000001038256 qam20
629900000010.538256 qam21
730700000010.438256 qam22
831500000010.538256 qam23
932300000011.138256 qam24
1033900000011.138256 qam26
1134700000011.138256 qam27
1235500000011.538256 qam28
1336300000011.838256 qam29
1437100000011.538256 qam30
1537900000011.538256 qam31
163870000001238256 qam32
1739500000012.340256 qam33
1840300000012.338256 qam34
194110000001238256 qam35
2041900000012.138256 qam36
2142700000012.638256 qam37
2243500000012.538256 qam38
2344300000012.338256 qam39
2445100000012.938256 qam40



Downstream bonded channels

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

1Locked38.960
2Locked38.670
3Locked38.940
4Locked38.950
5Locked38.950
6Locked38.950
7Locked38.950
8Locked38.650
9Locked38.650
10Locked38.950
11Locked38.600
12Locked38.960
13Locked38.960
14Locked38.940
15Locked38.960
16Locked38.640
17Locked40.310
18Locked38.980
19Locked38.920
20Locked38.9100
21Locked38.9100
22Locked38.6150
23Locked38.9230
24Locked38.9110
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Yngwie
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Re: VOLT M500 underperforming

Upstream bonded channels

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

13259998136.3512064 qam5
23939996136.3512064 qam4
34619997136.3512064 qam3
45369999836.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Yngwie
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Re: VOLT M500 underperforming

General Configuration

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



Primary Downstream Service Flow

SFID29572
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID29571
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Yngwie
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Re: VOLT M500 underperforming

Network Log

Time Priority Description

30/11/2021 22:16:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 19:07:53noticeDHCP 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 19:07:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2021 23:30:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2021 07:07:53noticeDHCP 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 07:07:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 06:32:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 00:18:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 23:54:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 11:06:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 02:14:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 11:08:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 19:17:13noticeDHCP 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 19:17:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 19:17:11ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 18:16:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:52:14noticeDHCP 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 17:52:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:44:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 17:44:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Re: VOLT M500 underperforming

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

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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Yngwie
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Re: VOLT M500 underperforming

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.

 

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Kath_F
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Re: VOLT M500 underperforming

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
Forum Team




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Kath_F
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Re: VOLT M500 underperforming

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.

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


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