Forum Discussion

guru01's avatar
guru01
Joining in
1 day ago

Network seems to drop frequently

We just joined recently and having switched networks we've noticed Virgin are quite unstable, my phone always seems to be lagging. TV also lags when streaming and it's such a huge difference. 

I've checked and there aren't any works in my area, this is becoming a hindrance as I and other family members work from home. Is there anything that can be done to solve this? 

We also seems to have areas in the house that the wifi doesn't reach and will struggle to load at all. 

My package is : M250 Fibre Broadband

 

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    1 day ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    Post the power levels, Pre and PostRS errors and network log from the Hub.  These are available on the Hub's admin console 192.168.0.1  The settings password is on the bottom of the Hub.  Ignore any security warnings as you are on your local LAN.

    Setup a BQM to monitor your circuit http://www.thinkbroadband.com/ping

    Run a wired speed test on www.samknows.com/realspeed and post the results. 

    Once done we can comment.

    If you are speaking to VM, do not "upgrade" your speed, if suggested, as a solution.  You need to get your circuit sorted out and a speed upgrade is not the answer.

    As for the Wifi, VM supply Pods at £8 pm, they are only free on the top tiers or VOLT packages. Personally, it might be better to buy your own Wifi solution to keep, rather than rent.

    • guru01's avatar
      guru01
      Joining in
      12 hours ago

       

      So I tried logging into the Hub's setting page and got the Network logs 

      TimePriorityDescription
      07/01/2026 09:27:44noticeLAN login Success;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      07/01/2026 09:27:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      07/01/2026 05:11:29criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      06/01/2026 23:45:47noticeLAN login Success;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      06/01/2026 18:38:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      03/01/2026 10:10:51criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      03/01/2026 06:38:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      30/12/2025 19:09:51criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      30/12/2025 18:38:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      27/12/2025 12:12:33criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      27/12/2025 06:38:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      24/12/2025 02:47:51criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      23/12/2025 18:38:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      21/12/2025 02:42:17criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      20/12/2025 06:38:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      18/12/2025 23:53:35criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      18/12/2025 20:53:53noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      18/12/2025 09:51:36criticalNo Ranging Response received - T3 time-out;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      16/12/2025 17:38:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;
      16/12/2025 17:08:52criticalTLV-11 - Illegal Set operation failed;CM-MAC=a4:05:d6:11:ae:d7;CMTS-MAC=00:01:5c:82:f0:c6;CM-QOS=1.1;CM-VER=3.0;

      Downstream bonded channels

      ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
      11470000006.438256 qam2
      21550000006.338256 qam3
      3163000000638256 qam4
      4171000000638256 qam5
      51790000005.938256 qam6
      61870000005.938256 qam7
      71950000005.938256 qam8
      82030000005.638256 qam9
      92110000005.538256 qam10
      102190000005.138256 qam11
      112270000005.438256 qam12
      122350000005.538256 qam13
      13243000000538256 qam14
      142510000004.838256 qam15
      152590000004.538256 qam16
      162670000004.538256 qam17
      172750000004.538256 qam18
      182830000005.138256 qam19
      192910000005.438256 qam20
      202990000006.138256 qam21
      213070000006.838256 qam22
      223150000006.838256 qam23
      233230000006.538256 qam24
      24331000000738256 qam25

      Downstream bonded channels

      ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
      1Locked38.63740
      2Locked38.93460
      3Locked38.92530
      4Locked38.62150
      5Locked38.91260
      6Locked38.9940
      7Locked38.9950
      8Locked38.91090
      9Locked38.91160
      10Locked38.91580
      11Locked38.91440
      12Locked38.92020
      13Locked38.94070
      14Locked38.67300
      15Locked38.913270
      16Locked38.919590
      17Locked38.617470
      18Locked38.910360
      19Locked38.98551
      20Locked38.65790
      21Locked38.93391
      22Locked38.932266
      23Locked38.93640
      24Locked38.92260

      These are what I can see so far 

      Also attached a speed test I did last night when I experienced a blip 

       

    • guru01's avatar
      guru01
      Joining in
      1 day ago

      Thanks I will look into this now