Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
173 Views
Message 1 of 7
Flag for a moderator

Faulty router

I’m a new customer and just installed my router yesterday 

My main problem is that the internet connection on my router keeps cutting out. It just stops working and either restarts itself or I have to restart it in order to get the connection back. I’m pretty sure that the router is faulty but I haven’t yet had any replies to my attempts to contact virgin media to try to sort it out.

My other issue is that I’m only getting 45mbps speed max even though I paid for the 100mp deal, but at the moment I’d rather just have a reliable connection at any speed!

I think I just need to wait until someone from virgin media gets in touch but I thought it might be worth posting about my problem here in case anyone has any ideas?

Duncan

 

0 Kudos
Reply
Highlighted
  • 6.49K
  • 485
  • 856
Hero
169 Views
Message 2 of 7
Flag for a moderator

Re: Faulty router

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

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


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
149 Views
Message 3 of 7
Flag for a moderator

Re: Faulty router

Hi Mike

Thanks for replying. I've checked the service status and phoned the number but there aren't any issues.

The coax cable connection also looks fine.

Below is the stuff you asked me to paste

 

Downstream bonded channels

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

1339000000-21.228256 qam26
2203000000-16.433256 qam9
3211000000-16.233256 qam10
4219000000-1633256 qam11
5227000000-1534256 qam12
6235000000-1534256 qam13
7243000000-19.331256 qam14
8251000000-22.428256 qam15
9259000000-2229256 qam16
10267000000-20.829256 qam17
11275000000-2327256 qam18
12283000000-23.228256 qam19
13291000000-21.829256 qam20
14299000000-19.530256 qam21
15307000000-22.926256 qam22
16331000000-25.825256 qam0
17347000000-2327256 qam27
18355000000-22.428256 qam28
19363000000-19.530256 qam29
20371000000-14.933256 qam30
21379000000-1434256 qam31
22387000000-1733256 qam32



Downstream bonded channels

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

1Locked28.1150961394319
2Locked33.818870
3Locked33.820800
4Locked33.914020
5Locked34.91000
6Locked34.35300
7Locked318825990
8Locked28.61182575025
9Locked29.192264010
10Locked29.849032920
11Locked27.91435156023944
12Locked28139738774592
13Locked29.280767980
14Locked30.421819420
15Locked26.998632324947002
16Locked25.140114812997
17Locked27.81447153157100
18Locked28.412695315142
19Locked30.422385270
20Locked33.434070
21Locked34.34560
22Locked33123150

 

Upstream bonded channels

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

1257999965.55512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

 

Network Log

Time Priority Description

05/08/2020 10:24:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:24:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:24:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:23:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:22:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:22:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:22:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:59ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:21:1ErrorService Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:20:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 10:20:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

0 Kudos
Reply
Highlighted
  • 6.49K
  • 485
  • 856
Hero
139 Views
Message 4 of 7
Flag for a moderator
Helpful Answer

Re: Faulty router

Your Downstream Power Levels are massively too low.

You only have one Upstream (Should be 4) and the power level is far too high.

You will need an engineer visit.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

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

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


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
132 Views
Message 5 of 7
Flag for a moderator

Re: Faulty router

Great, thanks Mike! I’ll get in touch with them

 

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
99 Views
Message 6 of 7
Flag for a moderator

Re: Faulty router

I've just got through to VM on the phone (30 mins on hold) and a technician is coming on Friday!

0 Kudos
Reply
Highlighted
  • 7.53K
  • 593
  • 1.28K
Legend
84 Views
Message 7 of 7
Flag for a moderator

Re: Faulty router

Glad you have got a technician coming. Those diagnostics indicate either a faulty cable, faulty amp in street cabinet or that you need moving to a different tap in the street cabinet. The last one is usually because you are a very long way from the street cabinet. 

It’s a wonder that you got anything at all down that ‘two tin cans and a bit of wet string’ connection.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
0 Kudos
Reply