We can’t connect to the broadband kit in your home"

Question

Our broadband speed is way down, we're running on the 250mb package and the download speed is down below 30mb. Did an online virgin service check and it said as above can't connect to the broadband kit in your home. It was only rebooted a couple of days ago so I'm not sure what's going on there. Any help appreciated.

Tudor · Answer

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

Please provide some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

Click on the “> Check router status” button
Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
Click on the “Upstream” tab, copy the text and paste into your reply
Click on the “Networking” tab, copy the text and paste into your reply.

Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Mrs_G1 · Answer

Hi,As requested the Downstream and Upstream from our hub 5. The network log is full of notices, and warnings a few of them from today.&nbsp;3.0 Downstream&nbsp;Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID13310000007.640QAM 2562521390000007.639QAM 256131470000007.840QAM 256241550000007.839QAM 256351710000007.839QAM 25656179000000839QAM 256671870000008.139QAM 256781950000008.340QAM 256892030000008.440QAM 2569102110000008.440QAM 25610112190000008.540QAM 25611122270000008.540QAM 25612132350000008.340QAM 25613142590000007.940QAM 25616152670000007.840QAM 25617162830000007.640QAM 25619172910000007.540QAM 25620182990000007.540QAM 25621193070000007.640QAM 25622203150000007.640QAM 25623213230000007.740QAM 25624223550000008.440QAM 25628233630000008.440QAM 25629243870000008.640QAM 25632253950000008.740QAM 25633264030000008.840QAM 25634274110000008.440QAM 25635284190000008.240QAM 25636294270000008.340QAM 25637304350000008.540QAM 25638314430000008.640QAM 25639324510000008.840QAM 256403.0 UpstreamChannelFrequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID04960000047.35120QAM 64114310000047.55120QAM 64223660000046.85120QAM 64333010000047.35120QAM 64442360000047.35120QAM 645

Mrs_G1 · Answer

Network log:01-01-2025 11:43:38noticeGUI Login Status - Login Success from LAN interface01-01-2025 11:43:04noticeGUI Login Status - Login Fail from LAN interface01-01-2025 01:45:39noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 01:45:39warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 01:35:32warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 01:35:32noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 01:05:17warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 01:05:17noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:55:13warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:55:13noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:14:50warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:14:50noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:04:46noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;01-01-2025 00:04:46warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 23:34:30noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 23:34:30warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 23:14:21warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 23:14:21noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 14:45:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;31-12-2024 14:43:15noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 22:51:24noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 22:47:36noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 17:42:26errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 12:47:26warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 12:47:26noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 12:37:19warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;30-12-2024 12:37:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;29-12-2024 13:30:13noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;29-12-2024 13:27:51noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;28-12-2024 23:04:53noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;28-12-2024 23:03:04noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;27-12-2024 22:20:46warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;27-12-2024 05:42:21errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;26-12-2024 15:30:30warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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1	331000000	7.6	40	QAM 256	25
2	139000000	7.6	39	QAM 256	1
3	147000000	7.8	40	QAM 256	2
4	155000000	7.8	39	QAM 256	3
5	171000000	7.8	39	QAM 256	5
6	179000000	8	39	QAM 256	6
7	187000000	8.1	39	QAM 256	7
8	195000000	8.3	40	QAM 256	8
9	203000000	8.4	40	QAM 256	9
10	211000000	8.4	40	QAM 256	10
11	219000000	8.5	40	QAM 256	11
12	227000000	8.5	40	QAM 256	12
13	235000000	8.3	40	QAM 256	13
14	259000000	7.9	40	QAM 256	16
15	267000000	7.8	40	QAM 256	17
16	283000000	7.6	40	QAM 256	19
17	291000000	7.5	40	QAM 256	20
18	299000000	7.5	40	QAM 256	21
19	307000000	7.6	40	QAM 256	22
20	315000000	7.6	40	QAM 256	23
21	323000000	7.7	40	QAM 256	24
22	355000000	8.4	40	QAM 256	28
23	363000000	8.4	40	QAM 256	29
24	387000000	8.6	40	QAM 256	32
25	395000000	8.7	40	QAM 256	33
26	403000000	8.8	40	QAM 256	34
27	411000000	8.4	40	QAM 256	35
28	419000000	8.2	40	QAM 256	36
29	427000000	8.3	40	QAM 256	37
30	435000000	8.5	40	QAM 256	38
31	443000000	8.6	40	QAM 256	39
32	451000000	8.8	40	QAM 256	40

0	49600000	47.3	5120	QAM 64	1
1	43100000	47.5	5120	QAM 64	2
2	36600000	46.8	5120	QAM 64	3
3	30100000	47.3	5120	QAM 64	4
4	23600000	47.3	5120	QAM 64	5

01-01-2025 11:43:38	notice	GUI Login Status - Login Success from LAN interface
01-01-2025 11:43:04	notice	GUI Login Status - Login Fail from LAN interface
01-01-2025 01:45:39	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 01:45:39	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 01:35:32	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 01:35:32	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 01:05:17	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 01:05:17	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:55:13	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:55:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:14:50	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:14:50	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:04:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
01-01-2025 00:04:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 23:34:30	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 23:34:30	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 23:14:21	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 23:14:21	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 14:45:40	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
31-12-2024 14:43:15	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 22:51:24	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 22:47:36	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 17:42:26	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 12:47:26	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 12:47:26	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 12:37:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
30-12-2024 12:37:19	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 13:30:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
29-12-2024 13:27:51	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
28-12-2024 23:04:53	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
28-12-2024 23:03:04	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 22:20:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
27-12-2024 05:42:21	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
26-12-2024 15:30:30	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;