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JWCChristiansen
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Broadband Insufficiency

Hi 

I live in south east London and got Virgin Media when I bought my house in 2013.

The TV service remains satisfactory and I don't use the landline. I don't use VM mobile telephony as I've a longstanding relationship with Vodafone that, despite their many shortcomings, I'm pretty happy with. 

For the last few months, I have found myself having to reset my router using one and often both of the reset buttons on a near daily basis. Even when it is working the quality of the broadband is poor and the most recent monthly price increase has been the last straw.

I have tried talking to the online chat 'people' as I sadly have a stutter that makes it difficult for me to communicate with people verbally quite as easily as others do. Words fail me when it comes to trying to describe the quality of the interaction.  

Is my experience unique, or is this a more systemic thing? 

Thanks, all

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Re: Broadband Insufficiency

hiya @JWCChristiansen welcome to the virginmedia community forum, to see what is going on with the hub would need to do a check on the signal levels if you could goto http://192.168.0.1 clicking router status top right [no need to login] and if you could copy/paste the downstream, upstream, network log here don't worry about the formatting we can easily read it.. this might show the cause of the resets required.
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Re: Broadband Insufficiency

hiya @JWCChristiansen welcome to the virginmedia community forum, to see what is going on with the hub would need to do a check on the signal levels if you could goto http://192.168.0.1 clicking router status top right [no need to login] and if you could copy/paste the downstream, upstream, network log here don't worry about the formatting we can easily read it.. this might show the cause of the resets required.
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Re: Broadband Insufficiency

Downstream=

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 298750000 266750000 274750000 282750000 290750000 306750000 314750000 322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 13 9 10 11 12 14 15 16
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 12.62 12.81 12.82 12.84 12.91 12.37 12.87 13.07
RxMER (dB) 38.98 38.61 38.98 38.61 39.85 39.40 39.40 39.85
Pre RS Errors 28711 41440 11756 8003 1777 660 640 583
Post RS Errors 330 425 389 303 334 380 359 349

Upstream=

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 73 N/A N/A 74
Frequency (Hz) 46200000 N/A N/A 39400000
Ranging Status Success N/A N/A Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 42.75 N/A N/A 42.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 8 0 0 0
T4 Timeouts 0 0 0 0

Network log=

First Time Last Time Priority Error Number Description
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
18/01/2017 14:00:30 GMT 18/01/2017 14:00:30 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

 

 

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Re: Broadband Insufficiency

issue is with your downstream power levels being off the scale, this more than likely will require a tech visit, first would be to make sure all the coax (white cable) are finger tight, since it will be around 5+ days to get reply from a forum admin, or you could get a friend to call on your behalf since wouldn't require Data Protection to be passed.. but best to be their just if the agent asks.
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JWCChristiansen
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Re: Broadband Insufficiency

Thanks that is a tremendous help!

I have checked and the coaxial cable is finger-tight.
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Re: Broadband Insufficiency

Hello JWCChristiansen,

 

Welcome to the community and thanks for posting.

 

My apologies that you are having issues with your broadband connection.

 

As paultechy mentioned there is an issue with the downstream power levels being too high. I can arrange for an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Hope to hear from you soon

Sam


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