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error code CS9994
Last night when I tried to watch an episode of Grace from the ITVX app (from the TV360 app section) there was a problem, I was prompted to retry but after 3 attempts and no better I selected the home button on the app. This froze my whole system, I could not even switch the 360 box to standby using the big red button on my remote so I had to switch everything off at the mains. when everything came back on and my phone connected to wifi I tried again but I got error code CS9994 on my TV. I opened the virgin media app on my phone and the service status was all green. when I carried out a hub test that came back with no problems but I still had the error code on my TV. eventually after about 20 minutes the situation resolved itself and I was able to watch the programme that I wanted to see. this also happened on Monday night and I spent a lot of time working through solutions suggested by ITVX help team which I thought resetting the app had helped but after last night I still do not know how to sort it other than to not use it all! during the troubleshooting process in the virgin media app the terribot (is that short for terrible?) was not really helpful at all, it was asking me a question then taking a very long time to provide the answer options and eventually after another hub reboot and test it offered me an engineer visit which I did not need. this is not the first time that this has happened.it usually happens between midnight and half past midnight so is this a bad time for a night owl like me to use these apps to stream? is the system doing some sort of routine test?
XGSPON, realspeed reactivated now back to half hour disconnections
When I first upgraded to 2gig, I had hourly real speed tests causing a few ms disconnections extremely annoying I'd get disconnected from games, voice chat I eventually got it turned off, but since 30/06/2025 00:00 (Internet went off and on a few times) since then its been back enabled, and on half hourly tests. This was meant to have been resolved some time ago with a "fix" but still seems months or years later its still not been fixed, highly doubt anyone on the forums can actually sort it, and I'll again have to wait a long time for complaints/executive team to actually fix it. having issues uploading images to the forums, so added them to imgur. https://imgur.com/a/6b1ZVSiWiFi cutting out
Hi, We are new to virgin media broadband. But so far I'm really unimpressed and disappointed with the broadband. We have a hub 3. I've done so of the broadband tests on the app and online, which say it's running fine. Yet my son on his tablet and ps5, as well as our mobile phones, every so often lose connection. Also my son says his ps5 is very laggy. We were with Vodafone before for a few years, on a lower speed to this, but we never had any problems. Can anyone please help? Thank you.Is it possible to link Stream box to 360?
Hi - new to Virgin, got 350 fibre Mega TV. Received 3x stream boxes, didn’t realise you can’t record so have requested a 360 box. Couple of questions, 1) is the 360 box compatible with fibre (I’ve read conflicting opinions). 2) can you link a 360 box to stream boxes in other rooms? Wanting to watch recordings from the main box in other rooms, would we need more than one 360 box. Thanks everyone.No dial tone
No dial tone on my landline handsets. I have done all the tests recommended on your website: All phones are connected and fully charged. I have tested the equipment by unplugging all phones from the telephone sockets, then plugging a working phone (not cordless) into the main phone socket. There is still no dial tone so I am unable to make any calls. If I try calling the landline from my mobile it just rings out The landline is connected via plug socket. Service status on website does not indicate any landline issues in my area. Please help I had a visit from an engineer yesterday to lay a new cable to the brown box ThanksLow speeds - can someone check my stats
Hi I'm on the 500M package but of late speed has been more like 300M. Could someone advise if the modem stats are OK or do I perhaps need an engineer Thanks Martin Item Status Comments Acquired Downstream Channel (Hz) 451000000 Locked Ranged Upstream Channel (Hz) 30100000 Locked Provisioning State Online ------------------------ Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 451000000 3.5 40 256 qam 40 2 139000000 6.6 43 256 qam 1 3 163000000 5.9 40 256 qam 4 4 171000000 6 40 256 qam 5 5 195000000 5.6 40 256 qam 8 6 203000000 5.4 43 256 qam 9 7 227000000 4.9 40 256 qam 12 8 235000000 5 43 256 qam 13 9 259000000 4.5 42 256 qam 16 -------------- Refresh data Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 30100000 41.8 5120 64 qam 4 2 23600000 41 5120 64 qam 5 3 36600000 41.5 5120 64 qam 3 4 43100000 41.8 5120 64 qam 2 5 49600000 42.3 5120 64 qam 1 ----------------- General Configuration Network access Allowed Maximum Number of CPEs 1 Baseline Privacy Enabled DOCSIS Mode Docsis30 Config file kldJKDHSUBsgvca69834ncxv98732 Primary Downstream Service Flow SFID 31378 Max Traffic Rate 575000085 Max Traffic Burst 42600 Min Traffic Rate 0 Primary Upstream Service Flow SFID 31377 Max Traffic Rate 55000085 Max Traffic Burst 42600 Min Traffic Rate 0 Max Concatenated Burst 42600 Scheduling Type BestEffort ------------- Network Log Time Priority Description 29/06/2025 19:01:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 29/06/2025 19:01:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 26/06/2025 08:58:49 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 26/06/2025 07:01:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 26/06/2025 07:01:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 22/06/2025 20:54:9 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 22/06/2025 19:01:10 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 22/06/2025 19:01:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 21/06/2025 18:23:21 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 19/06/2025 07:01:10 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 19/06/2025 07:01:10 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 17/06/2025 19:26:24 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 15/06/2025 19:01:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 15/06/2025 19:01:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 12/06/2025 07:40:57 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 12/06/2025 07:01:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 12/06/2025 07:01:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 09/06/2025 10:05:35 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 08/06/2025 19:01:9 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:78:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0; 08/06/2025 19:01:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=c0:05:c2:47:1e:ab;CMTS-MAC=58:ac:7 8:6a:5d:5c;CM-QOS=1.1;CM-VER=3.0;No notice of closure of NTLWORLD Email
Hello. I had an ntlworld email account for many, many years and when I moved my broadband supplier away from Virgin nearly a year ago I specifically asked Virgin Customer Support if moving supplier would impact my email account and was told no! For many months that assurance was true, but suddenly on a Sunday afternoon some two weeks ago the account, which had worked that morning, stopped working. I had received no notice of closure so had made no arrangements to transfer my email address and this has caused absolute chaos. I have spent hours and hours going through security hoops to move accounts that I would have moved with ease if I had known I had to - but there was no reason to disbelieve the assurance I had been given that my email account was safe and I received no notice of closure. Despite spending two hours on the phone to Microsoft today I simply cannot move my Microsoft account without access to my old ntlworld account. I also do not know what communications I have missed since the closure. Can my account be reinstated for just a week so I can properly arrange my affairs?
Low RF Signal on Second VM box
I have two Virgin TV boxes. Here's the set-up: The Virgin Media service is cabled from the street into the omnibox which on the side of the house. Here, there is a splitter. One cable goes to the internet on the other side of the house, the other cable goes to the living room. In the living room, there's another splitter. One cable goes to the VM box for the TV in here (diagnostics show a 98% RF signal strength - great), the other cable goes upstairs (chased into the wall) to the bedroom. The cable length from the downstairs splitter to the box in the bedroom is about 6 meters and all connections are good and tight. The upstairs box (an old TiVo box) is only getting 33% RF signal. Now, the box works but I was wondering if this signal strength is an issue and if so, how to increase said signal. Thanks.Longer coaxial cable needed, can Virgin supply one?
I need to move my hub 3 router from behind the tv to try to improve the WiFi signal. Unfortunately this is where the engineer put it when it was installed but with a very short 1 metre cable from the wall box. I just need to move it about 3 metres away from where it is located now and raise it up on a shelf. I see that other people have asked this question before and have been helped by the moderators so I wonder, could a moderator reply to me here? Otherwise I will try calling customer services. Thanks.