Virgin Media Community

[billyhl]

Trying to work from home with 500Mbps broadband package but for the past several Months I am having severe issues with Hub 3.0 and my vpn work connection so much so that I have now got a secondary 11Mbps ADSL line that works better (Seriously no Dropouts), this has been affecting me WFH and also my work only has so much patience with "broadband problems".

On teams and VM connection callers take 10-15 seconds to be able to hear me but I can hear them straight away and I keep getting "Poor Network Quality" coming up all the time (LAN connection NOT Wi-Fi), I have no such problems on the "Backup Broadband" as I like to call it but it is actually my GOTO broadband at the moment

I have opened complaints with VM and keep getting Fobbed off with dates this will be fixed and TBH I am thinking of dumping VM all together, I shouldn't have to endure Months of poor service and have to turn to VM forums for "Assistance", also I am paying a high price for this lack of service and No "Compensation", I have been told by a couple of people that my area is over subscribed and this is what is causing the issues.

I noticed that some people had asked for the hub downstream logs so I have attached this if it helps anyone to try and figure out what is happening to my connection.

Router status

Downstream bonded channels

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

1	235000000	1.9	37	256 qam	13
2	139000000	3.4	37	256 qam	1
3	147000000	3	37	256 qam	2
4	155000000	2.9	37	256 qam	3
5	163000000	3.2	37	256 qam	4
6	171000000	3.7	38	256 qam	5
7	179000000	2.9	37	256 qam	6
8	187000000	2.5	37	256 qam	7
9	195000000	2.4	37	256 qam	8
10	203000000	2.2	37	256 qam	9
11	211000000	2.7	37	256 qam	10
12	219000000	2.2	37	256 qam	11
13	227000000	1.5	37	256 qam	12
14	243000000	1.5	37	256 qam	14
15	251000000	2.2	37	256 qam	15
16	259000000	1	37	256 qam	16
17	267000000	2	37	256 qam	17
18	275000000	2.2	37	256 qam	18
19	283000000	2.5	37	256 qam	19
20	291000000	1.9	37	256 qam	20
21	299000000	1.5	37	256 qam	21
22	307000000	1.7	37	256 qam	22
23	315000000	2.2	37	256 qam	23
24	323000000	1	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	27605	9687
2	Locked	37.3	283481	81041
3	Locked	37.6	754874	1319638
4	Locked	37.6	400922	18731
5	Locked	37.3	16225609	46448
6	Locked	38.6	10480126	128348
7	Locked	37.6	3052313	20169
8	Locked	37.6	233842	17119
9	Locked	37.6	380479	15326
10	Locked	37.6	78935	12527
11	Locked	37.6	43540	12311
12	Locked	37.6	109084000	22942025
13	Locked	37.3	45499	16125
14	Locked	37.3	35476	16184
15	Locked	37.6	39462	14291
16	Locked	37.6	32373	13845
17	Locked	37.3	24130	13490
18	Locked	37.3	19581	14004
19	Locked	37.6	28141	14197
20	Locked	37.3	45502	16736
21	Locked	37.6	28196	18149
22	Locked	37.6	32009	18428
23	Locked	37.3	40138	19174
24	Locked	37.6	41785	17357

Thanks in advance for anyone taking the time to help or point me in the right direction.

[legacy1]

One channel looks bad.

Does hub in modem mode with a PC run any better?

[billyhl]

Upstream bonded channels

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

1	30100000	37.8	5120	64 qam	12
2	23600000	38.3	5120	32 qam	13
3	36600000	38.8	5120	64 qam	11
4	43100000	39.8	5120	64 qam	10
5	49600000	39.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1122	0
2	ATDMA	0	0	213	0
3	ATDMA	0	0	440	0
4	ATDMA	0	0	275	0
5	ATDMA	0	0	866	0

Network Log
Time Priority Description
13/02/2023 20:29:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 22:03:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 21:46:18 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 21:46:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2023 00:09:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:44:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:43:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:43:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:43:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:16:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 23:15:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:50:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:49:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:48:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:48:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:47:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:16:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 22:12:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 21:41:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2023 20:37:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[billyhl]

Thanks for the reply legacy1

No idea what "Does hub in modem mode with a PC run any better?" means or how to configure it?

And yes the whole thing is bad to me.

Losing the will sometimes with this VM connection.

[billyhl]

Thinkbroadband share :-

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cfe173236c3fadfc454dbf052806037a71...

[billyhl]

Thinkbroadband graphic has some lovely colour's for the last 24hrs

Can anyone interpret this? Could this be my problem?

[legacy1]

yes your line is clipping at a given intervals likely a problem out side.

[billyhl]

Wow! 2 Days and no VM staff responses?

Finally had enough last night and after an email telling me that my "Services" were going up by £7 per month from May and increasing by 3.9% every year plus the rate of inflation I decided to call the disconnection team and give my 30 day notice, nice little end bit on the email stated that if I was unhappy and did not wish to continue I could leave without any penalty as long as I telephoned before March 23rd, So I did just that, funny thing is that I had VM chasing me today and have an engineer calling on Friday to sort my broadband out apparently.

Will this change my mind after the months of attempting communication and telling VM constantly that I am still having problems, after raising complaints about the service and having no compensation for a 500Mbps service being outclassed by an 11Mbps ADSL connection that has never let me down? 

I of course will give the engineer the courtesy of fixing the problem if possible but already I am looking at 4G/5G networks in my area at a fraction of the cost of VM as I already have a 5G Router, I can get unlimited data sims from @£16 per month and am within eyesight of masts if I wanted a fixed antenna for better signal strength.

Really not impressed with no reply's to  any form of communication that I put to VM before the disconnection call, once that call had taken place at least I finally have someone actually call me and arrange an engineer.

The thinkbroadband graphic is still a joke with colours.

Thanks for the response's legacy1 appreciated you actually took the time out to reply. 

[Sephiroth]

After checking that none of your coax cables are loose (which potentially fits the non-correctable errors (post-RS), you could ask a neighbour or two if they have the same sort of issue.

You may have more than one problem namely channel 12 is the main offending DAB radio ,interference channel. Normally it shouldn't affect you because your cables are shielded. But a loose connection anywhere between your Hub and the street box would allow noise in.

But your BQM is difficult to interpret. The upstream stats aren't great and the 23.6MHz channel has noise that causes the modulation to fall from 64QAQM to 32QAM. However from moment to moment, that could really be flapping. Ordinlrily, taking it all together, it would suggest a loose cable somewhere on your line. But the periodicity of the BQM is a puzzle.

Keep us posted after the tech has been.

[carl_pearce]

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@billyhl wrote:

Wow! 2 Days and no VM staff responses?

Finally had enough last night and after an email telling me that my "Services" were going up by £7 per month from May and increasing by 3.9% every year plus the rate of inflation I decided to call the disconnection team and give my 30 day notice, nice little end bit on the email stated that if I was unhappy and did not wish to continue I could leave without any penalty as long as I telephoned before March 23rd, So I did just that, funny thing is that I had VM chasing me today and have an engineer calling on Friday to sort my broadband out apparently.

Will this change my mind after the months of attempting communication and telling VM constantly that I am still having problems, after raising complaints about the service and having no compensation for a 500Mbps service being outclassed by an 11Mbps ADSL connection that has never let me down? 

I of course will give the engineer the courtesy of fixing the problem if possible but already I am looking at 4G/5G networks in my area at a fraction of the cost of VM as I already have a 5G Router, I can get unlimited data sims from @£16 per month and am within eyesight of masts if I wanted a fixed antenna for better signal strength.

Really not impressed with no reply's to  any form of communication that I put to VM before the disconnection call, once that call had taken place at least I finally have someone actually call me and arrange an engineer.

The thinkbroadband graphic is still a joke with colours.

Thanks for the response's legacy1 appreciated you actually took the time out to reply. 

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VM can take several days to reply on here as it isn't a direct support channel. You need to contact them by phone if you want a faster response.