Virgin Media Community

[Baddzi]

Dear Team

I have had a lot of issues with the internet service with Virgin, it is the M100 package. 

I have daily occurrences of no internet service so i have to swap to 4G (both on mobile phones and laptop via tether as i work from home) and also hourly occurrences of slow internet speeds of sub 10Mbps.

I have been running a broadband quality monitor for over 2 days now and it shows many spikes in performance:-

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bbe21519f4824d6b0f3636bbe700ddb9afa7d04e

My Hub3 network log shows the following:-

Network Log

Time Priority Description

02/02/2021 06:12:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 20:37:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 20:37:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 16:04:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 14:41:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 12:38:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 12:38:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 16:07:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 13:51:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 13:50:55	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 13:48:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 18:47:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 00:38:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 00:38:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 09:09:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:38:40	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:38:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 11:44:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:04:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 20:14:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Can you please look into this as soon as you can as working from home is extremely difficult. 

C-260121386 has also been raised as a complaint about the intermittent issues.

So your help and assistance in resolving this is appreciated.

Thank you

[Paul_DN]

Hi Baddzi,

Thank you for reaching out to us in our community and welcome, I am sorry to hear you are experiencing connection issues recently, I have been able to locate your account and have been able to have a look at things our end, 

I haven't been able to find any issues at all, your levels are all where they should be everything is showing in green, I can see you have recently spoken to us and we have advised general connection advice , I can also see you haven't rebooted your hub for 18 days, this is the first thing we advise to do if you are experiencing issues.

Depending on the speed you have the amount of devices can also effect your services.

Regards

Paul.

[Baddzi]

Hi Paul

i have rebooted the Hub3 last night to satisfy your note that its not been rebooted in the last 18 days.

But this is not a solution to the problem.

IF your routers need rebooting every time the the service is poor, they are not fit for purpose!

You have said you cannot see any problems with your network up to the router. Then it is your router which is causing the poor service and either needs reconfiguring to work properly or replacing to work properly. 

Can you please action one of the above to stop the shockingly poor service this is providing!>?

thank you 

alex

[Corey_C]

Thanks for your reply and update, Alex

Sorry to hear this is still ongoing. I have set up an engineer’s visit for you which you will be able to view from your online account here.

Cheers,
Corey C