Virgin media M500 Outrageous performance

[nmasood11]

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

1	235000000	7.8	36	256 qam	13
2	139000000	8.1	35	256 qam	1
3	147000000	8.5	35	256 qam	2
4	155000000	8.6	35	256 qam	3
5	163000000	8.5	35	256 qam	4
6	171000000	8.5	35	256 qam	5
7	179000000	8.3	35	256 qam	6
8	187000000	8	35	256 qam	7
9	195000000	7.9	36	256 qam	8
10	203000000	7.8	36	256 qam	9
11	211000000	8	36	256 qam	10
12	219000000	7.8	36	256 qam	11
13	227000000	8	36	256 qam	12
14	243000000	8	36	256 qam	14
15	251000000	7.5	36	256 qam	15
16	259000000	7.8	36	256 qam	16
17	267000000	7.9	36	256 qam	17
18	275000000	7.5	36	256 qam	18
19	283000000	7.8	36	256 qam	19
20	291000000	7.8	36	256 qam	20
21	299000000	8.1	36	256 qam	21
22	307000000	7.8	36	256 qam	22
23	315000000	7.6	36	256 qam	23
24	323000000	7.6	36	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	243834	0
2	Locked	35.5	1711817	0
3	Locked	35.7	1256121	0
4	Locked	35.7	1081318	0
5	Locked	35.5	953272	0
6	Locked	35.5	841433	0
7	Locked	35.5	714310	0
8	Locked	35.7	603806	0
9	Locked	36.3	479157	0
10	Locked	36.3	442649	0
11	Locked	36.3	358284	0
12	Locked	36.6	304319	0
13	Locked	36.3	269069	0
14	Locked	36.3	218406	0
15	Locked	36.3	211122	0
16	Locked	36.6	171362	0
17	Locked	36.3	126231	0
18	Locked	36.6	113399	0
19	Locked	36.6	101742	0
20	Locked	36.6	98294	0
21	Locked	36.3	94343	0
22	Locked	36.6	92814	0
23	Locked	36.3	88192	0
24	Locked	36.6	89436	0

Upstream bonded channels

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

1	25800000	48.5	5120	64 qam	6
2	46200033	49.3	5120	64 qam	3
3	39400477	49	5120	64 qam	4
4	32600098	48.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[carl_pearce]

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@Paul_DN wrote:

Hi nmasood11,

Thank you for reaching back out to us, apologies for the ongoing speed and performance issues you are experiencing, we have run some further checks our end and identified that the 2.4GHz Primary SSID mode is not on a recommended setting. This could be causing slow speeds or connection issues due to device compatibility.

An active modem of 802.11 b/g/n is backwards compatible. Devices that are n compliant will have the best performance.

A Bandwidth of 20/40MHz offers a good balance of performance and compatibility, with added benefit of resilience if there are any interference or congestion issues, you can find out more around this here.

Regards

Paul.

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Please review the BQM.

[nmasood11]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a1c6527ec3a6da4560e5a96f9f064f59b1...

[Travis_M]

Hi @nmasood11

Thanks for the feedback, are you able to try the above advice from my colleague to see if this improves the performance?

Regards

[carl_pearce]

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@Travis_M wrote:

Hi @nmasood11

Thanks for the feedback, are you able to try the above advice from my colleague to see if this improves the performance?

Regards

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Did you look at the BQM?

There is a problem with their line.

[Travis_M]

Hi @nmasood11

Can you also advise how your connection has been since? I can see all levels are showing perfect today after running a couple of checks just then - has your connection still been dropping?

Regards

[carl_pearce]

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@Travis_M wrote:

Hi @nmasood11

Can you also advise how your connection has been since? I can see all levels are showing perfect today after running a couple of checks just then - has your connection still been dropping?

Regards

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The BQM is terrible!

Not sure how many times I need to mention it.

@nmasood11can you post a link to the LIVE BQM?

Maybe it's fixed itself since the 9th? Local outage?

[nmasood11]

here is the bqm once again..

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79b273ffbd8db442d64b7c3bb6c1db7772...

[carl_pearce]

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@nmasood11 wrote:
here is the bqm once again..

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79b273ffbd8db442d64b7c3bb6c1db7772...

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So still an issue with the line @Travis_M

[Gareth_L]

Hi nmasood11

Sorry its still an issue 

We have checked her and the hub is only showing 5GHz as an active band 

There should also be 2.4GHz active

Can you please do a pinhole reset on the Hub then see how things are 

Gareth_L

[carl_pearce]

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@Gareth_L wrote:

Hi nmasood11

Sorry its still an issue 

We have checked her and the hub is only showing 5GHz as an active band 

There should also be 2.4GHz active

Can you please do a pinhole reset on the Hub then see how things are 

Gareth_L

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Look at the BQM!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79b273ffbd8db442d64b7c3bb6c1db7772...