Broadband issues

[LeeVM]

Why am I paying £50 per month for this?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/80173234d9ae65895b021bf97ec89c94d609b7e5-02-01-2024

 The difficulties I'm having doing what I want to do online due to your service is beyond laughable. And I'm paying for it. Would Virgin Media think that witholding 15-20% of the bill to compensate for the service I'm getting is acceptable? I doubt it, but it's coming close.

So what's going on Virgin Media? How do I get you to fix the network I'm paying you a premium for?

[MOD EDIT: Subject title changed for clarity]

[Cardiffman282]

I've seen worse tbh although the packet loss spikes are strangely regular. Maybe check for local faults on 0800 561 0061. 

[jbrennand]

Lets see the rest of the data - can you do the below.

Also... what Hub model is it and what devices do you have plugged into the Hub on ethernet cables?

____________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[LeeVM]

Hey, John, thanks for getting to me and sorry for the late reply. I've had a hectic 24 hours.

The device is the Hub 4 and the only devices running through ethernet are a DVR for the security cameras so I can remote access and my PC.

The tables are as follows:

Downstream:

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

25	331000000	4.199997	37.355988	QAM256	25
1	139000000	2.200001	38.605377	QAM256	1
2	147000000	2.500000	38.983261	QAM256	2
3	155000000	2.500000	38.605377	QAM256	3
4	163000000	2.000000	37.636276	QAM256	4
5	171000000	2.099998	37.636276	QAM256	5
6	179000000	2.599998	37.636276	QAM256	6
7	187000000	2.799999	37.636276	QAM256	7
8	195000000	2.500000	37.636276	QAM256	8
9	203000000	2.299999	37.636276	QAM256	9
10	211000000	2.500000	37.636276	QAM256	10
11	219000000	2.700001	37.355988	QAM256	11
12	227000000	2.700001	37.636276	QAM256	12
13	235000000	2.299999	37.355988	QAM256	13
14	243000000	2.299999	37.355988	QAM256	14
15	251000000	2.700001	37.636276	QAM256	15
16	259000000	3.400002	37.636276	QAM256	16
17	267000000	3.700001	37.636276	QAM256	17
18	275000000	3.299999	37.636276	QAM256	18
19	283000000	2.799999	37.355988	QAM256	19
20	291000000	2.900002	37.636276	QAM256	20
21	299000000	3.900002	37.636276	QAM256	21
22	307000000	4.599998	37.636276	QAM256	22
23	315000000	4.400002	37.355988	QAM256	23
24	323000000	4.500000	37.636276	QAM256	24
26	339000000	4.500000	37.355988	QAM256	26
27	347000000	5.199997	37.355988	QAM256	27
28	355000000	5.400002	36.386890	QAM256	28
29	363000000	5.000000	36.609653	QAM256	29
30	371000000	3.900002	36.609653	QAM256	30
31	379000000	3.799999	36.609653	QAM256	31

3.0 Downstream channels

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

25	Locked	37.355988	0	0
1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.605377	0	0
4	Locked	37.636276	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.636276	0	0
10	Locked	37.636276	0	0
11	Locked	37.355988	0	0
12	Locked	37.636276	0	0
13	Locked	37.355988	0	0
14	Locked	37.355988	0	0
15	Locked	37.636276	0	0
16	Locked	37.636276	0	0
17	Locked	37.636276	0	0
18	Locked	37.636276	0	0
19	Locked	37.355988	0	0
20	Locked	37.636276	0	0
21	Locked	37.636276	0	0
22	Locked	37.636276	0	0
23	Locked	37.355988	0	0
24	Locked	37.636276	0	0
26	Locked	37.355988	0	0
27	Locked	37.355988	0	0
28	Locked	36.386890	0	0
29	Locked	36.609653	0	0
30	Locked	36.609653	0	0
31	Locked	36.609653	0	0

[LeeVM]

Upstream:

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

1	43100000	46.020599	5120 KSym/sec	64QAM	2
2	23600000	45.520599	5120 KSym/sec	64QAM	5
3	30100000	45.520599	5120 KSym/sec	64QAM	4
4	36600000	46.020599	5120 KSym/sec	64QAM	3
5	49600000	46.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

[LeeVM]

Netlogs:

Time Priority Description

Wed Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	5	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;
Tue Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	5	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;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	5	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;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	5	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;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jan	5	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;
Mon Jan	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

[John_GS]

Good evening @LeeVM 

Thanks for posting and welcome to the community. Very sorry for any broadband issues.

We've ran some checks here and there is a short-term connectivity issue ongoing. We've put your system on a 24 hour monitor and will check your connection over the next 24 hours. Once we’ve completed our checks, we’ll send you a text update to the mobile number on file.

If everything is back to normal we’ll let you know, but if we find there is still an issue we’ll arrange a service visit by one of our technicians to run additional checks.

If the time and date of the service visit isn’t convenient, you’ll be able to change it online at virginmedia.com/my-virgin-media
Best wishes

[JohnFourty]

Hi @jJohn_GS

Would you care to elaborate on this reply for the wider audience. This seems to be a default scripted response with very little substance. I know this as I've had the same issues on a regular basis this year, various engineer visits and again today. The CS representative quote your response verbatim but refused to say what the issue is / was and why 24 hours. It always seems to rectify, consistently, in around 6-8 hours. You must know what the issue is to fix it and therefore you must be able to stop it from re-occurring. Or as I suspect, you're over subscribed and need to regularly balance your network rather than increasing capacity.