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M500 Broadband, but often only 90mbps during waking hours.

Stonedofmoo
Tuning in

Good afternoon VM Team.

Been many years since I was a VM customer, but moved back into a a VM broadband area and was connected last week using a M500 package.

I've just come from Vodafone 60-70Mbps via the phone line, but while slow it was always steady. This M500 package so far has underperformed every time I come to test it.

While I have seen 500mbps in speed tests, it's always late at night or early morning. During waking hours I consistently get nothing more than 90mbps, to the point I'm suspecting that I am throttled.

It's not my end. I have rebooted the VM Hub 3.0, I've tried it in router and modem mode conneted to my own router and I'm connected by ethernet cables.

This is your own test right now

Stonedofmoo_0-1724602465850.png

These are the tests throughout the day. Pay attention to the sudden drop in performance between 10:30 and 11:30am
Stonedofmoo_0-1724603596892.png

This 10:30-11:30 period coincides with a period of sustained packet loss, suggesting the connection dropped.

Stonedofmoo_1-1724603694002.png

While I don't expect to see 500Mbps at every point of the day, less than 1/5 of the advertised speed is very poor, and having been a customer of yours before and suffering similar issues I know very well the performance varies greatly depending on which area of your nework I'm connected too.

Can you please investigate and determine how I can get the speeds you are advertising throughout the day.

1 ACCEPTED SOLUTION

Accepted Solutions

Hey Stonedofmoo,

Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. I have been able to look into your connection on our live system and can see that your downstream power levels are too high and this is the likely cause of the issues that you're experiencing. This will need an engineer visit booked in to resolve,  I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

See where this Helpful Answer was posted

21 REPLIES 21

legacy1
Alessandro Volta

Stonedofmoo
Tuning in

My cables are fine and were changed in the course of testing; the issue is with the provider 

jpeg1
Alessandro Volta

Post a link to the live BQM so we can see the full picture. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Ok, try This 

jpeg1
Alessandro Volta

Apart from the complete dropouts, there is some packet loss during the day. It would be interesting to see what happens to the BQM during speed tests rather than those old ones. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Client62
Alessandro Volta

BQM is not going to shed any light here.

https://www.samknows.com/realspeed/     understanding the bandwdth at the Hub and PC are what matters.

Seeing a max of around 90 Mb/s in downstream is always the same fault, the Hub or PC  ( one can not tell which end ) have redated the network connection form 1Gb/s to100Mb/s.  Check this on the Hub and PC & find the reason why.

Reasons are typically a PC NIC that is 10/100 only, a PC NIC fault, a network cable fault, a 1Gb/s NIC with a driver issue / Speed & Duplex configuration error.

jpeg1
Alessandro Volta

Disagree. We need to see if there is any contention during the periods of slow downloads.  At the moment the two periods don't match. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Evening all

I changed the cables yesterday. Router is currently showing 1Gbps on the internet port

1000017971.jpg

Speeds have been higher and lower today when tested.

1000017969.jpg

1000017980.jpg

Just now, nothing changed at my end; demand in my area has clearly dropped...

1000017978.jpg