Forum Discussion

ash1293's avatar
ash1293
Joining in
2 years ago

New install - virtually unuseable

Had virgin media M250 installed earlier today and had nothing but drop outs since technician has left.

Noticing simulataneous drop outs on all devices (currently wifi) what seems like every 10-15mins.

On a side note and separate issue wifi strength seems noticeably less than previous BT hub but thats something to look at later.

I had to contact support regarding an access issue to virgin media app and while I was on asked  them abbout drop outs and was told just to monitor for 48hrs...... am I being too impatient expecting a more useable service so soon?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12900000002.437QAM 25620
21380000003.237QAM 2561
31460000002.938QAM 2562
41540000002.838QAM 2563
51620000002.738QAM 2564
61700000002.637QAM 2565
71780000002.238QAM 2566
81860000002.438QAM 2567
91940000002.438QAM 2568
102020000002.237QAM 2569
112100000002.138QAM 25610
122180000002.238QAM 25611
132260000002.137QAM 25612
142340000002.138QAM 25613
152420000001.938QAM 25614
162500000001.738QAM 25615
172580000001.537QAM 25616
18266000000138QAM 25617
192740000001.238QAM 25618
202820000001.738QAM 25619
212980000002.938QAM 25621
223060000003.639QAM 25622
23314000000439QAM 25623
243220000004.238QAM 25624
253300000004.539QAM 25625
263380000004.739QAM 25626
273460000004.938QAM 25627
28354000000539QAM 25628
293620000005.339QAM 25629
303700000005.639QAM 25630
31378000000638QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked371043748110
2Locked371016
3Locked3846607412
4Locked38368310092
5Locked3822455615
6Locked37501613596
7Locked38568412780
8Locked3818822115979
9Locked3823413118119
10Locked3722792115774
11Locked3824631129131
12Locked3828621130007
13Locked3732844128175
14Locked3841167116983
15Locked3846672112747
16Locked3851089126721
17Locked3741037133361
18Locked382795326766
19Locked3852029118828
20Locked38279726128223
21Locked3834135411262
22Locked391798318576
23Locked3910989610267
24Locked38734819849
25Locked393317211349
26Locked39785729383390
27Locked38116696391
28Locked3981979221
29Locked3948938554
30Locked3937588100
31Locked3829367910

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked406.7290002017

87958

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000035.85120QAM 645
143100000365120QAM 646
23660000035.85120QAM 647
33010000035.85120QAM 648
42360000035.35120QAM 6411

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00190
1ATDMA00200
2ATDMA00200
3ATDMA00220
4ATDMA00220

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1210.430.52KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
12OFDMA20874000000220
Network Log
Time Priority Description
26-01-2024 21:59:06noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 21:56:35noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 20:49:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:39:11criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:39:11critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:21critical16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:20criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:15criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:38:15critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:50critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:02criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:01critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:37:01criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:35:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:11:33noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 19:11:10noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 16:51:38criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 16:14:28errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 16:10:38criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:57:17noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:58noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:57noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
26-01-2024 15:56:57noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
26-01-2024 15:56:57noticeCM-STATUS message sent. Event Type Code: 20; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:57noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:35warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:23warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-01-2024 15:56:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
 
  • carl_pearce's avatar
    carl_pearce
    Community elder

    There are clearly issues with the line.

    It won't 'settle' after 48 hours, it either works as expected or doesn't, from minute one of being connected.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The VM Hubs do have poor WiFi, that's something you may have to deal with later. 

    But as carl said, your installation is not right. You need to get this sorted by a technician visit. Bear in mind that you can leave without penalty within 14 days if they don't put it right. 

    • ash1293's avatar
      ash1293
      Joining in

      Hmmmm..... since a power reset it appears to have been more stable for the past few hours.

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13060000004.339QAM 25622
      21460000003.138QAM 2562
      31540000003.338QAM 2563
      41620000003.338QAM 2564
      51700000003.338QAM 2565
      61780000002.938QAM 2566
      7186000000338QAM 2567
      81940000003.138QAM 2568
      92020000002.838QAM 2569
      102100000002.838QAM 25610
      112180000002.838QAM 25611
      122260000002.737QAM 25612
      132340000002.738QAM 25613
      142420000002.638QAM 25614
      152500000002.338QAM 25615
      16258000000237QAM 25616
      172660000001.638QAM 25617
      182740000001.938QAM 25618
      192820000002.538QAM 25619
      202900000003.138QAM 25620
      212980000003.738QAM 25621
      223140000004.739QAM 25623
      233220000004.938QAM 25624
      243300000005.139QAM 25625
      253380000005.439QAM 25626
      263460000005.639QAM 25627
      273540000005.739QAM 25628
      28362000000639QAM 25629
      293700000006.339QAM 25630
      303780000006.639QAM 25631
      313860000006.339QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked3900
      2Locked3800
      3Locked3800
      4Locked3800
      5Locked3800
      6Locked3800
      7Locked3800
      8Locked3800
      9Locked3800
      10Locked3800
      11Locked3800
      12Locked3710
      13Locked3800
      14Locked3800
      15Locked3800
      16Locked3700
      17Locked3800
      18Locked3810
      19Locked3800
      20Locked3810
      21Locked3800
      22Locked3900
      23Locked3800
      24Locked3900
      25Locked3900
      26Locked3900
      27Locked3900
      28Locked3900
      29Locked3900
      30Locked3900
      31Locked3900

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      33944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      33Locked407.51540744920
      • ash1293's avatar
        ash1293
        Joining in

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        04960000035.85120QAM 645
        143100000365120QAM 646
        236600000365120QAM 647
        33010000035.85120QAM 648
        42360000035.55120QAM 6411

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0000
        1ATDMA0000
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000

        3.1 Upstream channels

        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        1210.430.52KQAM 256

        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        12OFDMA2087400000000
  • Think youre maybe right, still appear to have some issues, app wanted to do a reset on modem and still suggests there are some problems.

    Virgins speed test is showing only 96Mbps which is well short of M250 targets.

    Will see if it improves but as you say within 14 day period  - may be better off cancelling and going to city fibre.

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)

      Hi ash1293,

      Thanks for your post and welcome to the community.

      Sincere apologies for any issues faced, just from checking today we can't see any readings that would attribute to the problems raised previously.

      How is the service now since posting?
      Let us know,

      • ash1293's avatar
        ash1293
        Joining in

        Thankfully it now seems to be stable.

        Hopefully after 14days I'll be able to get Volt registered (I've been told its not possible before this) and then the booster pods may help with poor wifi.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    It should be possible for this to be sorted. but beware of promises to get around to it that may be delayed until you are locked in. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    They may help, if you can get them, but not as well as a proper WiFi arrangement that you would buy and install yourself.