Virgin Media Community

[SgtAZ]

I just purchased the M100 fibre optic package 2 weeks ago and here is what happened.

1) It keeps losing connection. I am getting a rainbow of various flashing lights for the wifi blue/green, arrows blue/green and the rectangle one blue and green. It keeps cutting and I have very important meetings online.

2) There is no support because virgin media has not heard of a technology whereby you can connect a phone to an office phone. meaning there is literally no one I can talk to.

3) I ran all sorts of test by tightening the cable, on and off switching. 

4) I ran an online speed test.. it says I am getting a max of 11mbps download?!?!

What am I entitled to here? It so not a area issue because I checked. 

[-tony-]

wired or via wifi 

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

[SgtAZ]

Downstream bonded channels

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

1	226750000	2.9	35	256 qam	12
2	218750000	3	36	256 qam	11
3	234750000	2.4	35	256 qam	13
4	242750000	2.4	36	256 qam	14
5	250750000	2.7	35	256 qam	15
6	258750000	3.5	36	256 qam	16
7	266750000	4.6	36	256 qam	17
8	274750000	5	37	256 qam	18
9	282750000	5	37	256 qam	19
10	290750000	5	37	256 qam	20
11	298750000	5.3	37	256 qam	21
12	306750000	5.1	37	256 qam	22
13	314750000	5.4	37	256 qam	23
14	322750000	5.5	37	256 qam	24
15	402750000	4.6	37	256 qam	25
16	410750000	5.1	37	256 qam	26
17	418750000	5.4	37	256 qam	27
18	426750000	5.5	37	256 qam	28
19	434750000	5.8	37	256 qam	29
20	442750000	5.9	37	256 qam	30
21	450750000	6.3	37	256 qam	31
22	458750000	6.4	37	256 qam	32
23	466750000	6.5	37	256 qam	33
24	474750000	6.5	37	256 qam	34

Downstream bonded channels

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

1	Locked	35.7	10	0
2	Locked	36.3	8	0
3	Locked	35.7	14	0
4	Locked	36.3	3	0
5	Locked	35.7	10	0
6	Locked	36.6	7	0
7	Locked	36.6	12	0
8	Locked	37.3	11	0
9	Locked	37.3	10	0
10	Locked	37.3	11	0
11	Locked	37.3	14	0
12	Locked	37.6	13	0
13	Locked	37.3	6	0
14	Locked	37.6	12	0
15	Locked	37.6	30	0
16	Locked	37.6	32	0
17	Locked	37.3	26	0
18	Locked	37.6	50	0
19	Locked	37.6	39	0
20	Locked	37.3	44	0
21	Locked	37.6	36	0
22	Locked	37.6	40	0
23	Locked	37.6	28	0
24	Locked	37.6	29	0

Upstream bonded channels

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

1	60300000	4.15	5120	64 qam	1
2	39400000	4	5120	64 qam	4
3	46200000	4.075	5120	64 qam	3
4	53700000	4.15	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

01/04/2020 20:53:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 20:46:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 20:40:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 19:10:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:57:58	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:54:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:53:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:53:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:53:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:23:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:23:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:23:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 18:23:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 14:54:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 04:31:50	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 04:20:33	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 22:34:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 22:34:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 22:34:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 22:34:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[SgtAZ]

This is also a wifi connection i do not use wired

[hortonj88]

WiFi can be affected by other devices in the home.

You would need to try a wire to be 100% sure it's the connection.

[SgtAZ]

How will that solve the problem? The hub keeps restarting itself 

02/04/2020 14:57:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Stumac1980]

Please PM me with your account number and area reference and I can take a look at this for you.
Thanks,
Stuart
I am a Virgin Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please mark as helpful or consider leaving the post some kudos.

[Adduxi]

Despite the power levels looking okay, the Hub has a lot of SYNC and Lost MDD errors, so something is amiss.  You will need an engineer to check out the incoming circuit.  The odd T3 is nothing unusual and the DHCP errors can be ignored.  Connecting to the Hub via ethernet will not fix this.

[SgtAZ]

What if I turn this hub into modem mode then purchase another router to connect to it - would that solve the issue? 

[Adduxi]

---

@SgtAZ wrote:

What if I turn this hub into modem mode then purchase another router to connect to it - would that solve the issue? 

---

No, the issue seems to be the connection from the Hub to the street cabinet.  So another router would not solve this.