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Intermittent and Slow Broadband

I’ve been experiencing intermittent broadband since it was installed in September. My connection drops out at least hourly on all devices at the same time.

I have done several speed tests and they show download speeds ranging between 4mbps and 40mbps when I’m paying for 200mbps. When I speak to someone from virgin they ask me to perform the same 'realtime' troubleshooting checks that take hours at a time and they'll often be closed by the time the steps have finished. We've tried running a win 10 machine in safe mode with networking with the router in modem mode and the problem is still the same.

When the engineer came round, he saw the problem and replaced some of the cables, when the issue was temporarily fixed but a few days later, the problem returned.

All devices have the same problem, whether connected via wifi or ethernet.

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DJ_Shadow1966
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Message 2 of 13
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Re: Intermittent and Slow Broadband

Hello

Can you please post your hubs logs from Downstream, Upstream, Configuration and network logs, while you are doing this can please check that all connections to all VM equipment are hand tight.

Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: Intermittent and Slow Broadband

Downstream bonded channels

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

14110000008.437256 qam1
24190000008.538256 qam2
34270000008.337256 qam3
4435000000837256 qam4
54430000007.937256 qam5
64510000007.937256 qam6
74590000007.837256 qam7
8467000000837256 qam8
9475000000838256 qam9
10483000000837256 qam10
114910000007.837256 qam11
124990000007.337256 qam12
13507000000738256 qam13
145150000007.337256 qam14
155230000007.437256 qam15
165310000007.437256 qam16
175390000007.537256 qam17
185470000007.437256 qam18
19555000000737256 qam19
205630000006.837256 qam20
215710000006.137256 qam21
22579000000637256 qam22
235870000006.537256 qam23
245950000006.637256 qam24



Downstream bonded channels

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

1Locked37.6274591721
2Locked38.6273022662
3Locked37.6266184266
4Locked37.6264383267
5Locked37.6266401730
6Locked37.6264911066
7Locked37.626435320
8Locked37.625962180
9Locked38.625178161
10Locked37.325702205
11Locked37.628856243
12Locked37.625874271
13Locked38.625989297
14Locked37.626060350
15Locked37.625843446
16Locked37.325788503
17Locked37.625902885
18Locked37.625741563
19Locked37.625833119
20Locked37.626532117
21Locked37.628060130
22Locked37.629710237
23Locked37.329377406
24Locked37.329245628

 

Upstream bonded channels

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

1394000003.9512064 qam2
2257999613.875512064 qam4
3325998603.9512064 qam3
4462000743.925512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u+voc-b.cm



Primary Downstream Service Flow

SFID92156
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID92155
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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Re: Intermittent and Slow Broadband

Network Log

Time Priority Description

01/10/2019 12:35:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 12:35:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 12:35:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 12:35:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 12:37:57criticalReceived 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;
01/10/2019 12:38:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 12:42:34criticalReceived 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;
02/10/2019 06:56:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 20:59:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2019 17:54:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2019 21:29:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2019 03:23:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2019 10:13:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 08:58:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 08:58:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 09:20:24ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 17:49:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2019 00:38:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2019 02:00:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 12:26:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 13
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Re: Intermittent and Slow Broadband

Hi chronicled,

 

Thanks for posting and welcome to the community 🙂

 

I am sorry to hear of the broadband issues. I can see you've spoken to the team today and all seems in process of being sorted.

 

Please keep us posted if you need anything further.

 

Kind regards,

John_GS
Forum Team

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Message 6 of 13
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Re: Intermittent and Slow Broadband

Hi John,

Unfortunately, it isn't being sorted. The team told me to restart the router and see if it fixes the problem. It didn't fix it and I've just spent 50 minutes on the phone on hold before being disconnected. I can't get through to the support team at all.

I'm beginning to wonder if it will ever be sorted.

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Message 7 of 13
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Re: Intermittent and Slow Broadband

Hi chronicled, 

 

Thanks for coming back to me. I am sorry to hear of this call experience. It wouldn't have been terminated intentionally. 

 

I have ran a check on the account and it's asking me to get you to do the following; Perform a loopback test to confirm all ports are functioning. Plug both ends of an ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected. Do the lights show up on all the ports?

 

Also, when the connection is lost, does the connection drop on all devices, wired/wireless?

 

Kind regards,

John_GS
Forum Team

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Message 8 of 13
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Re: Intermittent and Slow Broadband

Thanks for the reply.

I performed the loopback test on all combinations of ports and both connected ports have a solid light for a brief moment and then flicker constantly. The lights on the other disconnected ports remain off during this. It seems like that's what's supposed to happen.

When the connection is lost, all devices lose it at the same time whether wired or wireless.

Thank you,

chronicled

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Message 9 of 13
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Re: Intermittent and Slow Broadband

Thanks for coming back to me.

 

So I have ran further checks and we need to get a tech visit to the property to check things out.

 

I've booked it for this Wednesday, the 23rd, between 4pm-7pm. Is this a good slot?

 

Kind regards,

John

John_GS
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Message 10 of 13
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Re: Intermittent and Slow Broadband

Thank you. Yes, that's perfect!

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