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Intermittent internet speed issues

gingamonkey
On our wavelength

Hi,
We've been having intermittent issues with our broadband for the past few weeks - We're on a 1GB package but it will drop to next to nothing randomly (Mbps will fall off a cliff on samknows.com) and I'm constantly having to power cycle the router to get it to kick start again. 

Prior to this, we were having visual corruption on some tv channels. After a painfully long experience speaking to telephone support over numerous calls, they finally succumbed to booking an engineer. By the time the appointment came around, the issue appeared to resolve itself, so I cancelled the visit.

I'm thinking that there is more of an issue at play here, as we are now experiencing this prolonged internet issue. Working from home part time, remotely connecting to my office workstation is a nightmare, as every time it drops, I lose connection. 

The forum admin team have been a HUGE help to me in the past, so I'm posting on here in the hope that they can please work their magic again, and help me avoid having to go through another telephone support nightmare!

Any help much appreciated!

1 ACCEPTED SOLUTION

Accepted Solutions

RT123
Dialled in

Thank you - I'm seeing that the 3.1 downstream channel is way too low.

I do not work for VM, just trying to help!

See where this Helpful Answer was posted

10 REPLIES 10

RT123
Dialled in

Hi,

Could you please provide the router logs?  Downstream, upstream and network logs (as usual!) from 192.168.0.1 or 192.168.100.1

 

I do not work for VM, just trying to help!

gingamonkey
On our wavelength

Hey RT123, Sure (*Though I have just power cycled the router as it was on it's daily go slow)

DOWNSTREAM

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000000.539QAM 25625
21390000006.640QAM 2561
31470000006.340QAM 2562
4155000000640QAM 2563
51630000005.740QAM 2564
61710000005.540QAM 2565
71790000004.340QAM 2566
81870000004.640QAM 2567
91950000003.639QAM 2568
102030000003.940QAM 2569
11211000000440QAM 25610
122190000003.340QAM 25611
132270000004.340QAM 25612
142350000003.140QAM 25613
152430000003.740QAM 25614
162510000002.540QAM 25615
17259000000340QAM 25616
182670000001.839QAM 25617
192750000002.339QAM 25618
202830000001.539QAM 25619
212910000001.839QAM 25620
222990000000.939QAM 25621
233070000000.839QAM 25622
243150000000.939QAM 25623
253230000000.839QAM 25624
263390000001.239QAM 25626
27347000000139QAM 25627
283550000000.839QAM 25628
293630000000.739QAM 25629
303710000000.839QAM 25630
313790000000.439QAM 25631
323870000000.239QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3900
2Locked4000
3Locked4000
4Locked4000
5Locked4000
6Locked4000
7Locked4000
8Locked4000
9Locked3900
10Locked4000
11Locked4000
12Locked4000
13Locked4000
14Locked4000
15Locked4000
16Locked4000
17Locked4000
18Locked3900
19Locked3900
20Locked3900
21Locked3900
22Locked3900
23Locked3900
24Locked3900
25Locked3900
26Locked3900
27Locked3900
28Locked3900
29Locked3900
30Locked3900
31Locked3900
32Locked3900

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked29-16.2183161364724915


UPSTREAM

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000041.55120QAM 641
143100000425120QAM 642
23660000040.35120QAM 643
33010000040.35120QAM 644
42360000040.35120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0040
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61036.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2007400000000

 NETWORK LOG

Time

Priority

Description

31-05-2024 17:54:23

notice

GUI Login Status - Login Success from LAN interface

31-05-2024 17:53:59

notice

GUI Login Status - Login Fail from LAN interface

31-05-2024 16:46:00

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:28

warning

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:28

notice

US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:25

notice

REGISTRATION COMPLETE - Waiting for Operational status

31-05-2024 16:45:19

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:19

warning

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:19

warning

Dynamic Range Window violation

31-05-2024 16:45:13

notice

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:06

warning

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:45:04

notice

Honoring MDD; IP provisioning mode = IPv4

31-05-2024 16:44:45

critical

No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

31-05-2024 16:44:39

critical

Cable Modem Reboot because of - HW or Power-On Reset

31-05-2024 16:44:39

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

29-05-2024 17:50:11

critical

No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

29-05-2024 17:50:05

critical

Cable Modem Reboot because of - HW or Power-On Reset

29-05-2024 17:50:05

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

25-05-2024 08:12:14

critical

No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

25-05-2024 08:12:09

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

25-05-2024 08:12:08

critical

Cable Modem Reboot because of - HW or Power-On Reset

18-05-2024 08:48:00

critical

No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

18-05-2024 08:47:54

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

18-05-2024 08:47:53

critical

Cable Modem Reboot because of - HW or Power-On Reset

30-04-2024 00:22:14

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

30-04-2024 00:22:13

critical

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

30-04-2024 00:22:02

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

30-04-2024 00:22:01

critical

Cable Modem Reboot because of - Software_Upgrade

30-04-2024 00:19:59

alert

SW download Successful - Via NMS

30-04-2024 00:17:23

alert

SW Download INIT - Via NMS

28-04-2024 16:35:31

critical

No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

28-04-2024 16:35:24

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=##:##:##:##:##:##;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-04-2024 16:35:24

critical

Cable Modem Reboot because of - HW or Power-On Reset

24-04-2024 02:55:30

critical

16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

 

 

RT123
Dialled in

Thank you - I'm seeing that the 3.1 downstream channel is way too low.

I do not work for VM, just trying to help!

Sephiroth
Alessandro Volta

…… inoperably low.

Seph - ( DEFROCKED - My advice is at your risk)

gingamonkey
On our wavelength

Thanks both - Any Virgin admin able to help hook me up with a technician visit please?

Hi there @gingamonkey 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I have taken a look and can see that an engineer is needed. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

Hello again @gingamonkey 
Thanks so much for your private message and confirming your address, I have now booked you a visit for the connection – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment 
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

gingamonkey
On our wavelength

Thanks Ashleigh, much appreciated! 

Do please keep us updated with how the visit goes @gingamonkey, and feel free to come back to us here on the Community Forums if you require any further support.

Thanks,

David_Bn