Intermittent slow broadband access

[JeremySaul]

I have M500 broadband package with a HUB3.0 modem/router. Been having very variable response times from internet access with web pages sometimes timing out. Using OOKLA Speedtest upload speed is fine at 500Mbps but download is a bit variable between 20Mbps and the normal 50Mbps. Looking at the hub stats for uplink I am getting the following having done a reboot about 30 minutes ago:

Refresh data

Upstream bonded channels

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

1	36600000	43.5	5120	16 qam	3
2	43100000	44	5120	16 qam	2
3	23600000	43	5120	16 qam	5
4	30100000	43	5120	16 qam	4
5	49600000	45	5120	16 qam	1

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
5	ATDMA	0	0	0	0

16QAM looks wrong to me. Should it be 64QAM? Might this be the problem. Virgin customer support wanted me to do a reset to factory defaults, but I am reluctant to do this because it will change the WiFi passwords which would mean resetting lots of remote devices like light bulbs and Solar PV inverter.

Any suggestions?

[jbrennand]

64 is "normal" for upstream qam - not 16

A VM person should comment on here

[Ilyas_Y]

Hey @JeremySaul Thanks for reaching out to us on the Virgin Media forums. 👋🏼

We're sorry to hear about the poor broadband service you are experiencing. 😢
We will look in to this for you and sort this out.

We will reach out via a private message.

Kind regards,
Ilyas.