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Mickoafc
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Message 1 of 21
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new M500 upgrade worse than M350

Just upgraded to M500 from M350 and despite everything being the same set up wise I'm experiencing very inconsistent speeds (dropping to around 40mb) often and much slower over affecting gaming etc. This was never the case on M350 we consistently had good speeds.

Ive tried resetting etc 

Any ideas?

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MikeRobbo
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Alessandro Volta
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Message 2 of 21
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Re: new M500 upgrade worse than M350

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 21
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Re: new M500 upgrade worse than M350

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Mickoafc
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Message 4 of 21
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Re: new M500 upgrade worse than M350

Downstream bonded channels

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

1330750000-5.938256 qam25
2250750000-5.738256 qam15
3258750000-5.438256 qam16
4266750000-5.738256 qam17
5274750000-5.738256 qam18
6282750000-638256 qam19
7290750000-5.938256 qam20
8298750000-5.738256 qam21
9306750000-5.738256 qam22
10314750000-5.738256 qam23
11322750000-5.738256 qam24
12370750000-6.438256 qam26
13378750000-6.238256 qam27
14386750000-6.737256 qam28
15394750000-6.437256 qam29
16402750000-6.937256 qam30
17410750000-6.237256 qam31
18418750000-6.537256 qam32
19426750000-5.938256 qam33
20434750000-6.437256 qam34
21442750000-5.740256 qam35
22450750000-5.940256 qam36
23458750000-5.740256 qam37
24466750000-640256 qam38



Downstream bonded channels

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

1Locked38.9990
2Locked38.91460
3Locked38.61250
4Locked38.91160
5Locked38.61200
6Locked38.91120
7Locked38.61040
8Locked38.91030
9Locked38.61110
10Locked38.91150
11Locked38.91180
12Locked38.6710
13Locked37.6820
14Locked37.31020
15Locked37.6830
16Locked36.61150
17Locked37.61100
18Locked37.61180
19Locked38.6710
20Locked37.6840
21Locked40.3670
22Locked40.3860
23Locked40.3790
24Locked38.9880

 

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Mickoafc
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Message 5 of 21
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Re: new M500 upgrade worse than M350

Upstream bonded channels

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

15369999147.3512064 qam13
22579997145.8512064 qam12
33259999145.8512064 qam11
43939998847.3512064 qam10


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0020
3ATDMA0030
4ATDMA0000
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Mickoafc
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Message 6 of 21
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Re: new M500 upgrade worse than M350

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ca69834ncxv9873254k;fg87d



Primary Downstream Service Flow

SFID4383
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID4403
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

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Mickoafc
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Message 7 of 21
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Re: new M500 upgrade worse than M350

Network Log

Time Priority Description

02/12/2020 01:41:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 05:17:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 05:17:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/1970 19:47:53ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/1970 19:46:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 08:05:2ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 08:04:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:32:28ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:32:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:29ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:51Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2020 02:06:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2020 19:50:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2020 19:50:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 17:25:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 07:52:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2020 07:52:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 19:09:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 15:24:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 14:32:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 8 of 21
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Re: new M500 upgrade worse than M350

A lot of your Downstream Power Levels are too low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

Downstream bonded channels

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

1330750000-5.938256 qam25
2250750000-5.738256 qam15
3258750000-5.438256 qam16
4266750000-5.738256 qam17
5274750000-5.738256 qam18
6282750000-638256 qam19
7290750000-5.938256 qam20
8298750000-5.738256 qam21
9306750000-5.738256 qam22
10314750000-5.738256 qam23
11322750000-5.738256 qam24
12370750000-6.438256 qam26
13378750000-6.238256 qam27
14386750000-6.737256 qam28
15394750000-6.437256 qam29
16402750000-6.937256 qam30
17410750000-6.237256 qam31
18418750000-6.537256 qam32
19426750000-5.938256 qam33
20434750000-6.437256 qam34
21442750000-5.740256 qam35
22450750000-5.940256 qam36
23458750000-5.740256 qam37
24466750000-640256 qam38

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
jadedomnivore
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Message 9 of 21
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Re: new M500 upgrade worse than M350

Glad I found this topic as I've just experienced a similar thing.  Received a marketing call on 26 or 27 November about some benefits VM could offer me to my package.  Whilst I originally declined the £16 increase I folded when they reduced the rise to about £12 as I was really too busy to haggle at the time.  Included with the sky sports upgrade (which they didn't mention only gives you the non-HD SKY channels when I'm already on a premium tv package) was a speed increase from 350 to 500Mbps. 

Having changed nothing on my network except a restart of my Hub 3 when speed appeared to decline, I am left with an average Ookla result in the mid-200s depending on the time of day.  Not sure time of day matters as it's totally random when speed drops or increases occur.  One of my wired laptops, used to nudge into the 300Mb range more often than not whilst on M350 but has never achieved 260Mb since and mostly gets 180-220ish.  An iPhone XS could previously manage up to around 360Mb but has never been close to even 300Mb since the 'upgrade' to M500.  I really wish I'd persisted in declining the upgrade because now I'm paying £12 more for less every month.  Thought I'd hit the jackpot in finding a solution in this thread and expected to find my power levels low as detailed here, but across the 24 bonded channels, they range between +1.5 and -2.0 so I'm stumped.  Half expecting VM to tell me that unprecedented network traffic over the Black Friday weekend is the cause but that would just send me over the edge. I've tested at 3-4am when most people are in bed but still the same so can't be number of active users. 

VM - how do we fix this otherwise I want to cancel my 'upgrade'?

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jadedomnivore
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Message 10 of 21
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Re: new M500 upgrade worse than M350

My power levels appear fine compared to those at -6dBmV above.

Downstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1331000000-0.738256 qam25
22030000001.538256 qam9
32110000001.438256 qam10
4219000000138256 qam11
52270000000.538256 qam12
62350000000.538256 qam13
72430000000.238256 qam14
8251000000038256 qam15
9259000000038256 qam16
10267000000038256 qam17
11275000000-0.238256 qam18
122830000000.238256 qam19
132910000000.438256 qam20
142990000000.238256 qam21
15307000000038256 qam22
16315000000038256 qam23
17323000000-0.538256 qam24
18339000000-0.538256 qam26
19347000000-138256 qam27
20355000000-1.538256 qam28
21363000000-1.438256 qam29
22371000000-1.738256 qam30
23379000000-1.938256 qam31
24387000000-238256 qam32
      
      
Downstream bonded channels   
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.900 
2Locked38.600 
3Locked38.620 
4Locked38.670 
5Locked38.960 
6Locked38.600 
7Locked38.610 
8Locked38.660 
9Locked38.920 
10Locked38.970 
11Locked38.6140 
12Locked38.900 
13Locked38.950 
14Locked38.940 
15Locked38.600 
16Locked38.640 
17Locked38.660 
18Locked38.600 
19Locked38.660 
20Locked38.670 
21Locked38.970 
22Locked38.950 
23Locked38.660 
24Locked38.660 
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