I have been having an issue with my broadband 100 for the last month or so. My internet connection keeps dropping out at least once every couple of hours. It is the same weather it is a wifi or ethernet connection. My Virgin hub 3.0 is in modem mode and connected to a TP link router. The secondary issue is that my download speed has dropped to half of what it used to be. I am gettin 30-50mps if not lower when before it used to be the full 100mps. Not sure is that is due to the increased network load due to everyone working from home.
When I check the virgin network status is says my area is ok. When I run the virgin network test it says there is a problem but the only suggestion it makes is the usual reboot hub etc which I have tried.
I have attached the logs to see if anyone can help as I cannot connect to any Virgin helpdesk.
Time Priority Description
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Hi. Send me a pm with postcode, account number and if you know it the area code and I will look into it for you. "To PM me, just hover over my profile picture and click Send Message when the option comes up. Please don't post any of the info I've asked for in this thread as it's public" Thanks Scott
Here to help! I'm a technician helping out whilst working from home. Find out more
Thanks for your post and welcome to the community. It's great having you on board with us.
I'm sorry to hear that you are having an issue with your speed. Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There are no faults open that may be affecting you and the congestion on the network is very minimal too.
I can see that the devices you have connected to the hub are via WiFi and a few of these are getting a low signal so try these tips and hints to increase speeds on these. You may also benefit from downloading the VM Connect App. You can use this to run scans to see what the issue may be. It will identify any dead spots and show you how to resolve them too.
Finally, we need to concentrate on ensuring you are getting the correct speed via an ethernet cable first. Please plug in a Cat 6 cable to the hub and can you also check the network card on your laptop or PC to ensure this is 1GB. Once you have checked these, reboot your Laptop or PC into safe mode with networking and do a speed test via speedtest.net. Please post the results back here 🙂