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Virgin media M500 Outrageous performance

nmasood11
Joining in

For the past month, our internet has been on and off, and constant calls with virgin media seem to have accomplished nothing. our internet constantly disconnects at random times during the day, there seems to be no difference between ethernet and wireless connections. the maximum download speed we have seen is 100mbps. Customer support keeps informing us the issue will be fixed the next day, they have been saying this for 2 weeks. Here is a Broadband quality monitor I have set up to view our connection throughout the day and our upstream and downstream channels.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/abc9251d14e741bba1dab314425cfa799644a348-21-01-2022

Downstream bonded channels

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

12350000007.836256 qam13
21390000008.135256 qam1
31470000008.535256 qam2
41550000008.635256 qam3
51630000008.535256 qam4
61710000008.535256 qam5
71790000008.335256 qam6
8187000000835256 qam7
91950000007.936256 qam8
102030000007.836256 qam9
11211000000836256 qam10
122190000007.836256 qam11
13227000000836256 qam12
14243000000836256 qam14
152510000007.536256 qam15
162590000007.836256 qam16
172670000007.936256 qam17
182750000007.536256 qam18
192830000007.836256 qam19
202910000007.836256 qam20
212990000008.136256 qam21
223070000007.836256 qam22
233150000007.636256 qam23
243230000007.636256 qam24



Downstream bonded channels

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

1Locked36.32438340
2Locked35.517118170
3Locked35.712561210
4Locked35.710813180
5Locked35.59532720
6Locked35.58414330
7Locked35.57143100
8Locked35.76038060
9Locked36.34791570
10Locked36.34426490
11Locked36.33582840
12Locked36.63043190
13Locked36.32690690
14Locked36.32184060
15Locked36.32111220
16Locked36.61713620
17Locked36.31262310
18Locked36.61133990
19Locked36.61017420
20Locked36.6982940
21Locked36.3943430
22Locked36.6928140
23Locked36.3881920
24Locked36.6894360

 

Upstream bonded channels

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

12580000048.5512064 qam6
24620003349.3512064 qam3
33940047749512064 qam4
43260009848.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0000
37 REPLIES 37

-tony-
Alessandro Volta

pre rs errors are through the roof - bqm is worse than awful

do a full reset - hold the button a good 30 sec - doubt if it will do anything but it gets it out of the way

that should also reset the rs errors to zero - if not do a reboot and post that page again if they rise

check all coax cables are good and all connections are tight

after that wait for VM - will flag the thread to try and get them here a little quicker

____________________

Tony.
Sacked VIP

legacy1
Alessandro Volta

Maybe you have a device doing DoS?

When you have done the reset/reboot disable wifi and test by wire one device at a time as you run ping -t 194.168.4.100 to check your ping is low

---------------------------------------------------------------

still no changes after a full reset, and the fibre cable seems to be tight.

I keep getting request timed out

@nmasood11 OK, right, you have done all about as much as you can, the claims from VM customer support (an oxymoron if ever I heard one) about fixes in the next day are simply lies to get you off the phone, but at least it closes the call and that’s the most important thing, certainly more important than a customer getting the service they pay for. Got to keep those stats up……!

As stated above those BQMs and error rates are horrendous, you have a connectivity/cabling issue. My advice is to call up and follow the ‘thinking of leaving us’ options where you have more chance of getting through to someone who can do something about it.

Tom_W1
Forum Team
Forum Team

Hi @nmasood11, thanks for your post although I'm really sorry that you've been having connectivity problems.

I've checked your account, and I can confirm that there is a congestion issue on the line.

A fault ticket has been raised for this, and the reference number is F009585712.

The estimated fix time for this, is tomorrow 24th January at 15:50 so please run further tests after tomorrow and if the congestion problem is resolved, everything should be back to normal again!

Please let me know if you need any further assistance.

Regards 

Tom_W

We are continuing to have to the same issues as before.

jbrennand
Very Insightful Person
Very Insightful Person
See if the fault is still present and hasnt been fixed yet
_____________________________________________

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.