Forum Discussion

timhoughton's avatar
timhoughton
Tuning in
8 months ago

Need a technician please

I upgraded from 350 to 500 in February. Since then my formerly reliable internet has become much less reliable. 

I now get intermittent speed drops. Every few hours my speeds drop to 0.1mbps, for maybe 30 seconds, and then shoot back up to full speed. 

I'm connected by ethernet. It's a Hub3 in modem mode. I did not have any problems prior to upgrading in February, and my home network has not changed. 

I've tried speaking to a phone support, but they dont seem to understand the problem, and ended up just reading a script back to me about how I shouldn't have too many devices in my house. At the end of the call they said they would email me a link about futher support, but it's been 20 minutes and all I've received is a text with a link to the regular Virgin online help page, which I've already visited to dozens of times. 

Here's a bunch of google speed tests all taken within the last 60 seconds to illustrate the problem.


I've searched the forum and found other posts talking about technicians finding a bad connection etc.

Can a VM rep book a technician for me please?

  • Hi,

    Could you share your router logs please (from 192.168.100.1) - I’d like to have a look to see if I can identify the issue.

    When the VM forum team reach out in a few days, they will likely want to carry out their testing in router mode. 

     

     

  • Client62's avatar
    Client62
    Alessandro Volta

    Called 0800 561 0061 to see if there is a known fault in your street ?

  • Network Log

    Time Priority Description

    10/06/2024 11:55:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    09/06/2024 08:52:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/06/2024 14:39:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/06/2024 06:14:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/06/2024 18:02:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/06/2024 18:01:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/06/2024 22:00:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/05/2024 00:45:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/05/2024 23:22:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/05/2024 11:37:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    23/05/2024 09:26:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/05/2024 03:21:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/05/2024 00:18:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 11:25:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 11:25:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 11:25:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 11:25:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 11:25:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/05/2024 01:02:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    15/05/2024 19:44:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

     

  •  

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    1203000000740256 qam9
    21950000007.340256 qam8
    32110000006.840256 qam10
    42190000006.640256 qam11
    52270000006.440256 qam12
    6235000000640256 qam13
    7243000000538256 qam14
    8251000000438256 qam15
    92590000004.538256 qam16
    10267000000539256 qam17
    112750000005.938256 qam18
    12283000000740256 qam19
    132910000007.140256 qam20
    142990000007.540256 qam21
    153070000007.540256 qam22
    163150000007.540256 qam23
    173230000007.540256 qam24
    183310000007.840256 qam25
    19339000000840256 qam26
    20347000000840256 qam27
    213550000008.140256 qam28
    223630000007.940256 qam29
    23371000000740256 qam30
    243790000006.138256 qam31

     

    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

    1Locked40.9290
    2Locked40.3200
    3Locked40.9340
    4Locked40.9320
    5Locked40.3440
    6Locked40.3870
    7Locked38.92230
    8Locked38.94330
    9Locked38.93070
    10Locked39.81690
    11Locked38.9910
    12Locked40.3530
    13Locked40.3800
    14Locked40.3610
    15Locked40.9470
    16Locked40.3840
    17Locked40.9740
    18Locked40.3690
    19Locked40.3640
    20Locked40.3580
    21Locked40.3480
    22Locked40.3630
    23Locked40.3430
    24Locked38.9520

     

     

    Upstream bonded channels

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

    13660011848.3512064 qam3
    22360019348.5512032 qam5
    33010012448.5512064 qam4
    44309989448.3512064 qam2
    54959989048.3512064 qam1



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0010
    2ATDMA0000
    3ATDMA0010
    4ATDMA0010
    5ATDMA0000
    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      Whats it like if you go back to router mode?  VM will want you to do that before they do anything.  What router are you using ?

      Stats not too bad except for one Up channel QAM dropping to 32 - not good.  Can you do this....

      ____________________________________________

      Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
      Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message 3 here…

      https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p/5202486

      Also.... If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
      https://www.thinkbroadband.com/broadband/monitoring/quality

      • timhoughton's avatar
        timhoughton
        Tuning in

        Thanks for your reply!

        I'm using an Edgerouter x.

        I will look into going back to router mode to test this, but the Superhub software is so slow it's pretty difficult. I had previously hit the reserved IP address limit (60 I think?) on the superhub, and loading that screen takes several minutes, when it works at all.