Gather round, friends, for the latest episode in my adventurous journey with Virgin Media, where I pay for high-speed internet and receive... well, vibes. 🫠Ethernet cables? Tested, unplugged, plugged back in. These aren’t just any cables—oh no! We’re talking gold-plated beauties that cost more than your CEO's bonus last year. Internet service still useless.Music streaming devices? I’ve even questioned the quality of my extremely expensive gear. Spoiler: it’s not them—it’s definitely you, Virgin Media.Routers? Three. Yes, three. Each seemingly more **bleep** than the last. Yet, I’m not allowed to question those. How convenient.Engineers? Three visits. Lovely folks, but the internet gods remain unmoved.The router dance? Switched on, switched off, switched on again. I’ve done this so many times it feels like a full-body workout. Still no joy. Diagnostics? Run more tests than a Formula 1 team on race day. The results are the same: I’m paying for a service I’m not gettingVirgin Media has me doubting everything in my setup EXCEPT the one thing that’s actually failing—their service. At this point, I’ve spent more time troubleshooting than I have actually enjoying my internet.Virgin Media, please explain: how is it that I’m investing in premium gear, yet I’m stuck with dial-up level performance? Shall I send over one of my gold-plated cables to upgrade your infrastructure? Or maybe your CEO can spare a slice of their bonus to sort out this mess?All I’m asking for is a stable internet and Wifi connection for the price of my extortionate monthly subscription. How about treating me as a new customer and replace all the wiring outside my property, as you've changed everything else or even better stop ramming the hole in the ground with more and more customer connections! Since my newest neighbour fell under your high speed spell, I've have had constant issues!I can be sat in the same room as the router, and get connected ( I darn't move at this posint) yet my hubby is sat next to me and cannot access the internet - like how is that even possible! We have the exact same device with the same set up. The drop outs don't care whether we are connecting over WIFI or ethernet cables. I'm so done now I just want out of the contract. Do Better!

Best just to cancel and revert to BT / Openreach.https://www.virginmedia.com/help/leaving/

So likely their is a problem with you link going to VM and can't see it or the problem does not show on their useless tests even in router mode

We have tried everything, there is no way to recreate the issue, it is intermittent and can happen at any time of the day or night. It became more noticable when our new neighbours went onto VM, so that means the 5 houses in our row all have VM. When the engineer opened the hole in the road he said it was jammed packed and there is bound to be a load of noise in there!

Hard to ascertain what you routinely use...so what third party equipment do you have connected to the VM Hub routinely on ethernet cables?And... lets look at the connection details - can you do this..._____________________________________________In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two postsAlso, 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 OKhttps://www.thinkbroadband.com/broadband/monitoring/quality

Hi JohnThanks I hope this is the info you have asked for.3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1 331000000 5.2 39 QAM 256 252 139000000 6.6 39 QAM 256 13 147000000 6.5 39 QAM 256 24 155000000 6.6 39 QAM 256 35 163000000 6.4 39 QAM 256 46 171000000 6.4 39 QAM 256 57 179000000 6.2 40 QAM 256 68 187000000 6.4 40 QAM 256 79 195000000 6.6 41 QAM 256 810 203000000 6.5 41 QAM 256 911 211000000 6.4 41 QAM 256 1012 219000000 6.1 41 QAM 256 1113 227000000 5.8 41 QAM 256 1214 235000000 5.6 41 QAM 256 1315 243000000 5.4 41 QAM 256 1416 251000000 5.2 41 QAM 256 1517 259000000 5.2 41 QAM 256 1618 267000000 5 41 QAM 256 1719 275000000 5.1 41 QAM 256 1820 283000000 5.3 40 QAM 256 1921 291000000 5.4 39 QAM 256 2022 299000000 5.6 39 QAM 256 2123 307000000 5.5 39 QAM 256 2224 315000000 5.6 39 QAM 256 2325 323000000 5.2 39 QAM 256 2426 339000000 5.3 38 QAM 256 2627 347000000 5.4 39 QAM 256 2728 355000000 5.2 40 QAM 256 2829 363000000 5.2 40 QAM 256 2930 371000000 5.2 41 QAM 256 3031 379000000 5.3 41 QAM 256 3132 387000000 5.1 41 QAM 256 323.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1 Locked 39 0 02 Locked 39 0 03 Locked 39 0 04 Locked 39 0 05 Locked 39 1 06 Locked 39 2 07 Locked 40 1 08 Locked 40 0 09 Locked 41 0 010 Locked 41 0 011 Locked 41 0 012 Locked 41 2 013 Locked 41 0 014 Locked 41 0 015 Locked 41 0 016 Locked 41 0 017 Locked 41 0 018 Locked 41 0 019 Locked 41 0 020 Locked 40 0 021 Locked 39 0 022 Locked 39 0 023 Locked 39 0 024 Locked 39 0 025 Locked 39 0 026 Locked 38 0 027 Locked 39 0 028 Locked 40 0 029 Locked 40 0 030 Locked 41 0 031 Locked 41 0 032 Locked 41 0 03.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)159 94 4K 1840 QAM 4096 11083.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)159 Locked 38 -1.1 174699438 0 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID0 49600000 44.5 5120 QAM 64 11 43100000 44 5120 QAM 64 22 36600000 43 5120 QAM 64 33 30100000 42.3 5120 QAM 64 44 23600000 42 5120 QAM 64 53.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts0 ATDMA 0 0 0 01 ATDMA 0 0 0 02 ATDMA 0 0 0 03 ATDMA 0 0 0 04 ATDMA 0 0 0 03.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation6 10 38.5 2K QAM 2563.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts6 OFDMA 200 74000000 0 0

Cannot take this any more Wifi is awful and not stable

Client62
Alessandro Volta
26 days ago
Best just to cancel and revert to BT / Openreach.

https://www.virginmedia.com/help/leaving/
legacy1
Alessandro Volta
26 days ago
So likely their is a problem with you link going to VM and can't see it or the problem does not show on their useless tests even in router mode
karynlee
Tuning in
25 days ago
We have tried everything, there is no way to recreate the issue, it is intermittent and can happen at any time of the day or night. It became more noticable when our new neighbours went onto VM, so that means the 5 houses in our row all have VM. When the engineer opened the hole in the road he said it was jammed packed and there is bound to be a load of noise in there!
jbrennand
Very Insightful Person
25 days ago
Hard to ascertain what you routinely use...so what third party equipment do you have connected to the VM Hub routinely on ethernet cables?
And... lets look at the connection details - can you do this...
_____________________________________________
In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
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
karynlee
Tuning in
25 days ago
Hi John
Thanks I hope this is the info you have asked for.
3.0 Downstream channels

Channel            Frequency (Hz)             Power (dBmV)               SNR (dB)               Modulation Channel ID
1            331000000    5.2        39          QAM 256          25
2            139000000     6.6        39          QAM 256          1
3            147000000     6.5        39          QAM 256          2
4            155000000     6.6        39          QAM 256          3
5            163000000     6.4        39          QAM 256          4
6            171000000     6.4        39          QAM 256          5
7            179000000     6.2        40          QAM 256          6
8            187000000     6.4        40          QAM 256          7
9            195000000     6.6        41          QAM 256          8
10          203000000     6.5        41          QAM 256          9
11          211000000     6.4        41          QAM 256          10
12          219000000     6.1        41          QAM 256          11
13          227000000     5.8        41          QAM 256          12
14          235000000     5.6        41          QAM 256          13
15          243000000     5.4        41          QAM 256          14
16          251000000     5.2        41          QAM 256          15
17          259000000     5.2        41          QAM 256          16
18          267000000     5            41          QAM 256          17
19          275000000     5.1        41          QAM 256          18
20          283000000     5.3        40          QAM 256          19
21          291000000     5.4        39          QAM 256          20
22          299000000     5.6        39          QAM 256          21
23          307000000     5.5        39          QAM 256          22
24          315000000     5.6        39          QAM 256          23
25          323000000     5.2        39          QAM 256          24
26          339000000     5.3        38          QAM 256          26
27          347000000     5.4        39          QAM 256          27
28          355000000     5.2        40          QAM 256          28
29          363000000     5.2        40          QAM 256          29
30          371000000     5.2        41          QAM 256          30
31          379000000     5.3        41          QAM 256          31
32          387000000     5.1        41          QAM 256          32
3.0 Downstream channels

Channel            Locked Status               RxMER (dB)     Pre RS Errors Post RS Errors
1            Locked               39          0            0
2            Locked               39          0            0
3            Locked               39          0            0
4            Locked               39          0            0
5            Locked               39          1            0
6            Locked               39          2            0
7            Locked               40          1            0
8            Locked               40          0            0
9            Locked               41          0            0
10          Locked               41          0            0
11          Locked               41          0            0
12          Locked               41          2            0
13          Locked               41          0            0
14          Locked               41          0            0
15          Locked               41          0            0
16          Locked               41          0            0
17          Locked               41          0            0
18          Locked               41          0            0
19          Locked               41          0            0
20          Locked               40          0            0
21          Locked               39          0            0
22          Locked               39          0            0
23          Locked               39          0            0
24          Locked               39          0            0
25          Locked               39          0            0
26          Locked               38          0            0
27          Locked               39          0            0
28          Locked               40          0            0
29          Locked               40          0            0
30          Locked               41          0            0
31          Locked               41          0            0
32          Locked               41          0            0
3.1 Downstream channels

Channel            Channel Width (MHz)              FFT Type           Number of Active Subcarriers     Modulation (Active Profile)    First Active Subcarrier (Hz)
159       94          4K          1840    QAM 4096        1108
3.1 Downstream channels

Channel ID      Locked Status               RxMER Data (dB)         PLC Power (dBmV)               Corrected errors (Active Profile)        Uncorrectable errors (Active Profile)
159       Locked               38          -1.1       174699438     0

3.0 Upstream channels

Channel            Frequency (Hz)             Power (dBmV)               Symbol Rate (ksps)               Modulation      Channel ID
0            49600000        44.5     5120    QAM 64             1
1            43100000        44          5120    QAM 64             2
2            36600000        43          5120    QAM 64             3
3            30100000        42.3     5120    QAM 64             4
4            23600000        42          5120    QAM 64             5
3.0 Upstream channels

Channel            Channel Type T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
0            ATDMA              0            0            0            0
1            ATDMA              0            0            0            0
2            ATDMA              0            0            0            0
3            ATDMA              0            0            0            0
4            ATDMA              0            0            0            0
3.1 Upstream channels

Channel            Channel Width (MHz)              Power (dBmV)               FFT Type               Modulation
6            10          38.5     2K          QAM 256
3.1 Upstream channels

Channel            Channel Type Number of Active Subcarriers            First Active Subcarrier (Hz)             T3 Timeouts    T4 Timeouts
6            OFDMA             200       74000000        0            0
karynlee
Tuning in
25 days ago
Hi John I removed the MAC data
Refresh data
Network Log

Time    Priority               Description
29-12-2024 13:50:57 notice GUI Login Status - Login Success from LAN interface
29-12-2024 10:55:46 notice GUI Login Status - Login Success from LAN interface
29-12-2024 10:48:35 notice GUI Login Status - Login Success from LAN interface
29-12-2024 10:46:46 warning             DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:46 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-XXXXXXXXX;CMTS-XXXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:38 notice REGISTRATION COMPLETE - Waiting for Operational status
29-12-2024 10:46:32 warning             Dynamic Range Window violation
29-12-2024 10:46:32 warning             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-XXXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:32 warning             REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-XXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:32 warning             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-XXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:32 warning             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-XXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:32 warning             Dynamic Range Window violation
29-12-2024 10:46:32 warning             RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-XXXXX;CMTS-XXXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:32 warning             Dynamic Range Window violation
29-12-2024 10:46:32 warning             Dynamic Range Window violation
29-12-2024 10:46:26 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-XXXXX;CMTS-XXXXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:26 notice TLV-11 - unrecognized OID;CM-XXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:19 warning             DHCP WARNING - Non-critical field invalid in response ;CM-XXXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:17 notice Honoring MDD; IP provisioning mode = IPv4
29-12-2024 10:46:03 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXXX;CMTS-XXXXXCM-QOS=1.1;CM-VER=3.1;
29-12-2024 10:46:02 critical Cable Modem Reboot because of - HW or Power-On Reset
29-12-2024 09:51:53 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 09:51:52 critical Cable Modem Reboot because of - HW or Power-On Reset
27-12-2024 12:58:44 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 12:58:44 critical Cable Modem Reboot because of - HW or Power-On Reset
27-12-2024 07:43:35 critical No Ranging Response received - T3 time-out;CM-XXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 07:43:28 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXXX;CMTS-XXXX;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 07:43:28 critical Cable Modem Reboot because of - HW or Power-On Reset
27-12-2024 07:36:00 critical No Ranging Response received - T3 time-out;CM-XXXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 07:35:55 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXX;CMTS-XXXXX;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 07:35:54 critical Cable Modem Reboot because of - HW or Power-On Reset
26-12-2024 11:34:26 critical No Ranging Response received - T3 time-out;CM-XXXXXXX;CMTS-XXXXXX;CM-QOS=1.1;CM-VER=3.1;
26-12-2024 11:34:19 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXX;CMTS-XXXX;CM-QOS=1.1;CM-VER=3.1;
26-12-2024 11:34:18 critical Cable Modem Reboot because of - HW or Power-On Reset
25-12-2024 13:34:54 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-XXXX;CMTS-XXXX CM-QOS=1.1;CM
karynlee
Tuning in
25 days ago
https://www.thinkbroadband.com/broadband/monitoring/quality/share/c5d6bfdc6d644c31753e0aaa7430cb968acdd4d5
- jbrennand
  Very Insightful Person
  25 days ago
  Stats look ok to me - post the network logs too as the emerging BQM is showing some issues.
  What have you got connected on ethernet to the Hub?
  - karynlee
    Tuning in
    25 days ago
    We have the following:
    TP- Link Ethernet extender this is used for updating the Michi power amp and pre amp, however these only use the internet for updates so we don’t need them connected.
    Yamaha 3050 AV amp
    Naim NXD2 streamer
    Tivi Box
    Naim Server.
    Samsung TV
    We connect via wifi the following
    Laptop
    2 iphones
asim18
Rising star
25 days ago
I wouldn't normally suggest this but seeing as you have invested in some serious audio equipment, have you ever thought about investing in a serious internet connection, from a tier 1/2 provider?
Could cost well over £10,000+ for the initial connection, and £250+ per month for a ball-park figure. But you will have the best internet in the world. Might be worth getting a quote?
karynlee
Tuning in
25 days ago
Hi John,
Ive got VM coming out again today this is the last chance to sort it out then I’m moving to SKY, I’m so done. They sent me a wifi pod out and I cannot get the damn thing to connect.
I know what you mean about a tier 1/2 provider but that sort of money a month is not an option at the moment.
So after you’ve looked at the stats is there any fault anywhere?
thanks again for helping
Karyn
- jbrennand
  Very Insightful Person
  24 days ago
  Your stats looked ok - the BQM didnt - what did today's Tech visit do ?
karynlee
Tuning in
20 days ago
Hi John
What is BQM? So the engineer came and changes a small white cable from the splitter to the router, he plugged the Pod in and felt it might have been faulty so he asked Virgin if he could swap it out there and then, but was told he wasnt allowed to.
So I had to call the support team and ask for one to be sent out. We tried the original pod again and it will not give any internet upstairs unless we run and ethernet cable from it to the music streamer upstairs, however when we do that we cannot use the app on our iphones to use the streamer ie we cannot log onto the streamer and play music.
I've had another pod sent out and that does the same.
I cannot get out of my contract because its not up until May 31st 25, I've looked as Sky and was going to use their U Switch service but it seems Virgin have blocked that somehow so i now feel like a prisoner!
- Robert_P
  Forum Team
  17 days ago
  If you decided to go with Sky we couldn't stop you but as you're in a fixed term contract there would be Early Disconnection Fee's applied as explained here. It looks as though you have spoken to the team since posting, what did they advise or offer as a resolution to your query?

Forum Discussion

Cannot take this any more Wifi is awful and not stable

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