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BROADBAND ISSUES

Hi,

I am having issues with my broadband which is intermittent loss and I am having to reboot my router numerous times in a day. I do believe that it is the router's wifi as I have a wifi booster and I can for a short time after the main wifi goes down get a very slow internet off the booster which is connected the the hub via a ethernet cable and that then boosts to the other booster elsewhere in the house. The green wifi light flashes as though it has issues and that's when I have noticed we have the issues. Rebooting the hun helps the issues but only for a short while and then it goes again!  Can someone from the Virgin Team contact me. I have called on numberous occasions and everytime after nearly an hour I get cut off. Tried on the app with no joy. I have emailed and texted and still no joy. I can no longer work from home due to these issues and this is getting ridiculous now!

Thanks. 

Emma

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Message 2 of 38
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Re: BROADBAND ISSUES

It could be a wifi problem, but disconnections are far more often down to a poor broadband connection between your hub and VM's network gear.  

Nobody from VM will call you, and as you've found the company are uniquely incompetent at telephone answering.  Despite Covid, many other companies are managing just fine with customer service, but VM, nope.  However, there is some hope, and that is the helpful forum staff and the assorted helpers here.  The forum staff are very busy at the moment, but in the meantime there's some things you can do:

I'm assuming you've tried restarting the hub, doing a pinhole reset, and making sure the coaxial cable to the hub is plugged in properly with the securing nuts finger tight?  If you have, then the next step is to connect to the hub's login page at http://192.168.0.1/ but don't login*.  See that link "Check router status"?  Click on it.  That'll bring up a window with five tabs.  Select, copy and paste the contents of the three tabs titled Downstream, Upstream, Network log into three replies here.  Make sure they're pasted as text as images and screenshots cause us problems due to poor legibility, delays in moderation and missing info.  Each of those tabs extends down beyond the initially visible content, so either scroll down to select all of it, or if using a keyboard Ctrl-A should select it all, then use Ctrl-C to copy it, and Ctrl-V to paste into three separate replies.  Then we can look for signs of trouble and if we see anything, bring that to the attention of the VM forum staff to advise on some next steps.

* If the hub was never properly setup you'll have to choose your language rather than being presented with the login page.  If that's the case choose language, login and then log out, and then click on that "Check router status" link.

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Message 3 of 38
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Re: BROADBAND ISSUES

Thank you for the reply Andruser. I am currently now at work so will try this tonight when I am back and upload on to here. I have rebooted and re-set as well. All tests done on the app and when I call show there is an issue also. I have checked all connections and these are also ok. 

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Re: BROADBAND ISSUES

(DOWNSTREAM)

Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -3.4 38 256 qam 21
2 139000000 2.2 40 256 qam 1
3 147000000 2.2 40 256 qam 2
4 155000000 1.7 40 256 qam 3
5 163000000 1.2 38 256 qam 4
6 171000000 0.9 40 256 qam 5
7 179000000 0.5 40 256 qam 6
8 187000000 0.2 40 256 qam 7
9 195000000 -0.2 40 256 qam 8
10 203000000 -0.4 40 256 qam 9
11 211000000 -0.5 40 256 qam 10
12 219000000 -0.7 38 256 qam 11
13 227000000 -1 38 256 qam 12
14 235000000 -1.2 38 256 qam 13
15 243000000 -1.7 38 256 qam 14
16 251000000 -2 38 256 qam 15
17 259000000 -2.2 38 256 qam 16
18 267000000 -2.5 38 256 qam 17
19 275000000 -2.7 38 256 qam 18
20 283000000 -3 38 256 qam 19
21 291000000 -3.2 38 256 qam 20
22 307000000 -3.2 38 256 qam 22
23 315000000 -3.2 38 256 qam 23
24 323000000 -3 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 21 0
2 Locked 40.3 1351 0
3 Locked 40.3 1169 0
4 Locked 38.9 915 0
5 Locked 38.9 761 0
6 Locked 40.3 559 0
7 Locked 40.3 501 0
8 Locked 40.3 371 0
9 Locked 40.9 246 0
10 Locked 40.3 197 0
11 Locked 40.3 144 0
12 Locked 38.9 111 0
13 Locked 38.9 80 0
14 Locked 38.6 58 0
15 Locked 38.9 47 0
16 Locked 38.9 34 0
17 Locked 38.6 42 0
18 Locked 38.9 35 0
19 Locked 38.9 26 0
20 Locked 38.9 29 0
21 Locked 38.9 26 0
22 Locked 38.9 23 0
23 Locked 38.9 18 0
24 Locked 38.6 16 0

 

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Re: BROADBAND ISSUES

(UPSTREAM)

Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 44 5120 64 qam 5
2 39399991 45 5120 64 qam 4
3 46200024 45.5 5120 64 qam 3
4 53699996 45.5 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 1 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0

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Message 6 of 38
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Re: BROADBAND ISSUES

(NETWORK LOG)

Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
03/11/2020 03:29:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 20:53:25 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 01:04:30 notice SW download Successful - Via NMS
02/11/2020 01:01:36 notice SW Download INIT - Via NMS
01/11/2020 16:12:3 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 19:56:35 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 19:56:35 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 08:42:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 19:58:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 19:55:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 03:52:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 19:28:56 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 19:28:56 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 16:30:52 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 17:09:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 16:06:47 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 16:06:47 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 12:55:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 04:06:45 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 04:06:45 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: BROADBAND ISSUES

Hi Andruser,

Thank you again. I have now attached all of the information requested above for downstream, upstream and network log! If you need anything further, please let me know and I can sort for you.

I look forward to your response.

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Re: BROADBAND ISSUES

There is an issue with your Downstream Channels Power Levels.

Although they are all in spec individually the differential between the lowest at -3.4dBmv and the highest at +2.2dBmV is too great.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: BROADBAND ISSUES

Hi Mike,

Thank you for the information above. I have called on numerous occasions with no joy. I leave for work at 8 in a morning so cannot do that. I can only call them after I finish work unfortunately. Tried through the app with no joy too. I have emailed them also and just received a basic response and also on facebook where they told me to post on here as this is probably the best way. I have never used this forum before. What do you mean by do not bump it? Sorry if this is a stupid question!

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Re: BROADBAND ISSUES

Bumping your thread is posting to get your thread back up to the top of the forum, on here that puts the post down the VM 'to do list' not higher.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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