Virgin Media Community

[hxr012]

I've been having extremely slow upload speeds for months and no one on virgin medias helpline seems to know what they're doing. After multiple technician visits and phone calls, nothing has been sorted. Was hoping someone on here could help me out. Thanks

[jbrennand]

Lets see the connection data - can you do this...
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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.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) 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 page. 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
___________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[hxr012]

Downstream bonded channels

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

1	331000000	7	40	256 qam	25
2	203000000	6.3	40	256 qam	9
3	211000000	6.1	40	256 qam	10
4	219000000	6.3	40	256 qam	11
5	227000000	5.9	40	256 qam	12
6	235000000	6	40	256 qam	13
7	243000000	6	40	256 qam	14
8	251000000	5.9	40	256 qam	15
9	259000000	6	40	256 qam	16
10	267000000	6.4	40	256 qam	17
11	275000000	6.4	40	256 qam	18
12	283000000	6.4	40	256 qam	19
13	291000000	6.8	40	256 qam	20
14	299000000	7	40	256 qam	21
15	307000000	7.1	40	256 qam	22
16	315000000	7	40	256 qam	23
17	323000000	7.1	40	256 qam	24
18	339000000	7	40	256 qam	26
19	347000000	6.5	40	256 qam	27
20	355000000	5.8	40	256 qam	28
21	363000000	5.5	40	256 qam	29
22	371000000	4.8	40	256 qam	30
23	379000000	5.6	40	256 qam	31
24	387000000	6	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.9	4	0
3	Locked	40.3	4	0
4	Locked	40.9	6	0
5	Locked	40.3	5	0
6	Locked	40.3	5	0
7	Locked	40.3	6	0
8	Locked	40.3	0	0
9	Locked	40.3	5	0
10	Locked	40.3	4	0
11	Locked	40.3	5	0
12	Locked	40.9	0	0
13	Locked	40.3	5	0
14	Locked	40.3	4	0
15	Locked	40.3	5	0
16	Locked	40.9	16	0
17	Locked	40.9	17	0
18	Locked	40.3	7	0
19	Locked	40.3	6	0
20	Locked	40.3	1	0
21	Locked	40.3	5	0
22	Locked	40.3	7	0
23	Locked	40.3	10	0
24	Locked	40.3	1	0

[hxr012]

Upstream bonded channels

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

1	36600000	37.5	5120	64 qam	3
2	43100000	37.5	5120	64 qam	2
3	30100000	37.3	5120	64 qam	7
4	49600000	37.8	5120	32 qam	1
5	23600015	37	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	30	0
2	ATDMA	0	0	28	0
3	ATDMA	0	0	32	0
4	ATDMA	0	0	37	0
5	ATDMA	0	0	37	0

[hxr012]

Network Log

Time Priority Description

08/02/2023 16:42:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:41:55	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:41:55	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:5	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:5	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:39:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:15:45	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;
08/02/2023 16:11:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:50	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:50	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:43	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:35	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:35	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[hxr012]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b48bb455683f4fd7cbadceb39da61355f7... 

[jbrennand]

OK - BQM is poor. Only obvious issue (to me) showing in the stats is one of the Up QAM's dropping to 32 QAM and lots of T3 errors. I think that's where you issue lays and will need a Tech visit to investigate.

All you can do meantime is to try a pinhole reset of the Hub as per.....

Frst make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/should be.

Check if the Up QAM's are now all 64 - if they are let it run and see if it stays that way. If not call in for a Tech visit to address that issue

[hxr012]

Thanks for the tip. Done the pinned reset and the channel showing as 32 qam has switched to 64 qam as shown. Will keep an eye on it and keep you updated if it reverts or the problems persist.

Upstream bonded channels

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

1	23600000	37.4	5120	64 qam	9
2	30100000	37.8	5120	64 qam	7
3	49600000	38	5120	64 qam	1
4	36600000	37.8	5120	64 qam	3
5	43100000	38	5120	64 qam	2

[jbrennand]

Monitor the T3 errors. The odd one every day or two is normal but several a day and in succession is bad.

[hxr012]

Well if you thought one channel on 32qam was bad... 

Upstream bonded channels

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

1	23600839	37.1	5120	16 qam	9
2	30098878	37.5	5120	16 qam	7
3	49599653	38	5120	16 qam	1
4	36599454	37.7	5120	16 qam	3
5	43100512	37.7	5120	16 qam	2

.

qam numbers constantly fluctuate and since copying the table a few minutes ago, they've gone back to "normal".

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	5	0