Virgin Media Community

[C_Mascord]

 

Internet is dropping out randomly and speeds are no where near what I pay for. No issues logged in my area?

[Andruser]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  Are the problems affecting both ethernet and wireless devices, and is there any time of day element?

[Emma_C]

Morning C_Mascord, 

Thanks for your post and welcome to our community. 

I am very sorry to hear that you've been having some on going issues with the service. 

I've had a look into the back end of things for you and can see that there is a known issue under the reference F008704175. We do aim to have this fully resolved by the 27th December 09:00. 

Whilst this fault is on going you might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then or the internet dropping our or not connecting. We are sorry and will have this sorted very soon. 

Do let us know if you have any issues after the 27th. 

Thanks. 

[C_Mascord]

Hi Emma,

Thank you for having a look back and letting me know 'that there is a known issue under the reference F008704175. We do aim to have this fully resolved by the 27th December 09:00'

The main issue I have here is that it's now the 21st of January which is nearly a month after this resolved date?

Also, do you need me to still look at the hub logs?

Thanks,

Carl

[C_Mascord]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	6.5	40	256 qam	25
2	203000000	8.5	40	256 qam	9
3	211000000	8.6	40	256 qam	10
4	219000000	8.3	40	256 qam	11
5	227000000	8.3	40	256 qam	12
6	235000000	8	40	256 qam	13
7	243000000	7.6	40	256 qam	14
8	251000000	6.9	40	256 qam	15
9	259000000	6.1	40	256 qam	16
10	267000000	6	40	256 qam	17
11	275000000	6.1	40	256 qam	18
12	283000000	6.3	40	256 qam	19
13	291000000	6.4	40	256 qam	20
14	299000000	6.4	40	256 qam	21
15	307000000	6.5	40	256 qam	22
16	315000000	6.5	40	256 qam	23
17	323000000	6.5	40	256 qam	24
18	339000000	6.6	40	256 qam	26
19	347000000	6.9	40	256 qam	27
20	355000000	6.5	40	256 qam	28
21	363000000	6.5	40	256 qam	29
22	371000000	6.5	40	256 qam	30
23	379000000	6.5	40	256 qam	31
24	387000000	6	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	2978	12085
2	Locked	40.9	4501	11639
3	Locked	40.9	2377	18248
4	Locked	40.9	2103	21528
5	Locked	40.9	2091	20495
6	Locked	40.9	1671	19831
7	Locked	40.3	1784	20376
8	Locked	40.3	1760	22509
9	Locked	40.9	3018	20256
10	Locked	40.3	3552	21432
11	Locked	40.3	4153	19455
12	Locked	40.3	3537	19773
13	Locked	40.3	4320	19974
14	Locked	40.3	3324	21853
15	Locked	40.9	2123	22692
16	Locked	40.3	2276	20591
17	Locked	40.9	2553	19904
18	Locked	40.3	2805	14104
19	Locked	40.3	2793	14977
20	Locked	40.9	2830	15315
21	Locked	40.3	2833	15442
22	Locked	40.9	2849	14809
23	Locked	40.3	3036	12938
24	Locked	40.9	3873	12846

[C_Mascord]

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Router status

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

1	39400000	41.8	5120	64 qam	4
2	46200000	41.8	5120	64 qam	3
3	53700000	41.8	5120	64 qam	2
4	60300000	44	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	7	0

[C_Mascord]

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Network LogTime Priority Description

21/01/2021 09:34:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:35:33	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:35:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:05:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:05:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 18:56:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 16:05:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 16:05:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:22:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:07:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:07:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:06:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 00:06:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gary_dexter]

I think she meant January not December

[Emma_C]

Really sorry C_Mascord, 

I meant 27th January 2021. This is what would be causing the issues you're having, if after the 27th January this is still happening let us know and we can check again. 

I'm sure we'll have it sorted ASAP. 

Thanks. 

[Lulabell2021]

Hi new here, my broadband is dropping off all time. Ive tried all the tests, reset buttons turned and and off but still no joy. Kids trying work and so am I. It's intermittent. I've tried the scanner app in each room and says ok. 

I have hub 3 it's had orange light for ages. 

Tried ringing 150 and just cuts me off.