Virgin Media Community

[Steve0charlesle]

For the last few months I have made various calls with regards to my broadband not running above 20MBS and also dropping out at close range.

I was sent a new router this hasn't made any improvement.

And the issue happens across multiple devices, so it's not related to one device. 

Even at close range to the router the WiFi speed does not increase above 25MBS, this is over several days at different time periods. 

All cabling has been checked, the TV works perfectly fine. 

I'm fed up being fobbed off over the phone with resetting the router going through the same info check this check that, something is wrong from Virgins end and we are not getting service for the money. 

Can you please advise the next course of action. 

Regards

Steve

[jpeg1 · Accepted solution]

What speed contract are you on?

What speed do you get with a wired connection?

Do you really mean 25MB (Megabytes) or 25Mb (Megabits)?

[Steve0charlesle]

25Mbps yesterday mega bits per second, today it's 16Mbps, I have taken many screenshot over the last few weeks. 

I have just measured twice the speed with anothet laptop plugged directly into the wired connection using a Cat6A cable new and the speed remains the same at 16Mbps today. Indicating its a virgin issue. 

The virgin call centre is shocking. 

Thanks

Steve

[Steve0charlesle]

Im on the medium package, 200mbps connection contract 🤣. 

All I get over the phone is switch it off and back on and theres no fault in your area, check your cables. 

[jpeg1]

That's certainly not good.

Can you go to 192.168.0.1 on your brower, copy and paste here the downstream, upstream and network log data . As text, not screen shot.

[Steve0charlesle]

Downstream bonded channels

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

1	419000000	-5.2	38	256 qam	32
2	203000000	-4	38	256 qam	9
3	211000000	-4.5	38	256 qam	10
4	219000000	-4.5	38	256 qam	11
5	227000000	-4.9	38	256 qam	12
6	235000000	-5	38	256 qam	13
7	243000000	-5.2	38	256 qam	14
8	251000000	-5	38	256 qam	15
9	259000000	-4.4	38	256 qam	16
10	267000000	-4.5	38	256 qam	17
11	275000000	-4.9	38	256 qam	18
12	283000000	-4.7	38	256 qam	19
13	291000000	-4.4	38	256 qam	20
14	299000000	-3.9	38	256 qam	21
15	307000000	-4	38	256 qam	22
16	315000000	-4	38	256 qam	23
17	323000000	-4	38	256 qam	24
18	363000000	-4.2	38	256 qam	25
19	371000000	-4.4	38	256 qam	26
20	379000000	-4.7	38	256 qam	27
21	387000000	-4.7	38	256 qam	28
22	395000000	-5	38	256 qam	29
23	403000000	-5.2	38	256 qam	30
24	411000000	-5.4	38	256 qam	31

[Steve0charlesle]

Downstream bonded channels

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

1	Locked	38.9	30	0
2	Locked	38.9	15	0
3	Locked	38.6	18	0
4	Locked	38.9	14	0
5	Locked	38.9	15	0
6	Locked	38.6	21	0
7	Locked	38.9	18	0
8	Locked	38.9	17	0
9	Locked	38.9	23	0
10	Locked	38.9	15	0
11	Locked	38.9	28	0
12	Locked	38.6	20	0
13	Locked	38.9	27	0
14	Locked	38.6	31	0
15	Locked	38.9	37	0
16	Locked	38.9	37	0
17	Locked	38.9	15	0
18	Locked	38.9	18	0
19	Locked	38.9	23	0
20	Locked	38.6	13	0
21	Locked	38.9	19	0
22	Locked	38.6	18	0
23	Locked	38.9	29	0
24	Locked	38.6	40	0

[risc19]

Can you post the upstream stuff too?

Either way you are going to need a visit as your downstream power levels are too low.

[Steve0charlesle]

• Time Priority Description

04/06/2021 17:15:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 16:26:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 20:01:22	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;
03/06/2021 19:57:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 19:55:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 19:55:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 19:55:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 19:55:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 08:51:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 03:22:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 08:51:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 07:14:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 20:51:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 11:50:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 15:50:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 07:06:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 19:26:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 19:26:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gary_dexter]

Downstream is on the brink of being low and out of spec.

What wired speeds do you get?