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Internet slow and disconnecting

I have been having issues with my internet for over a month now. 

It is slow and keeps disconnecting me to the point I cant work. The other day there was a virgin engineer here installing everything for the flat upstairs and I asked him if there was any issue in the area and he said no, but he apparently something in the green box outisde wasnt right. He mentioned he was going to report to virgin so they could send the network guys over. That never happened! they have never been to the building.

I called virgin and explained and they said it was my router, even though I explained the below to them a few times and nearly lost my patience. They sent me a new router and the issues are still happening. I tried calling at least 10 more times to speak to someone and it is impossible, they keep telling me to go to the website. The issue is not only in my flat, my neighbour is literally finishing her contract early because the internet has been awful and it is impossible to get some assistance. 

I dont want to have to finish my contract early but it has been REALLY frustrating. I cant work properly, I cant watch tv or anything. All I want is a network guy to be sent over to check the green box and fix this!!! I know the network guys are not from Virgin but as far as I know Virgin needs to report it to them so they can come over. 

PLEASE help me!

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Alessandro Volta
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Re: Internet slow and disconnecting

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Internet slow and disconnecting

For the Broadband Quality Monitor (BQM).. I have registered, is this right? Do I just wait now?

Sem título.jpgSem título2.jpg

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Re: Internet slow and disconnecting

My BQM 

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Re: Internet slow and disconnecting

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

11387500007.438256 qam1
2146750000537256 qam2
31547500004.938256 qam3
41627500006.637256 qam4
51707500005.936256 qam5
61787500001.237256 qam6
71867500002.237256 qam7
8194750000237256 qam8
92027500000.437256 qam9
102107500000.736256 qam10
11218750000-0.736256 qam11
122267500001.436256 qam12
132347500001.236256 qam13
142427500003.236256 qam14
15250750000236256 qam15
162587500000.736256 qam16
172667500000.736256 qam17
182747500002.237256 qam18
192827500001.436256 qam19
202907500001.436256 qam20
21298750000-0.536256 qam21
22306750000-1.436256 qam22
23314750000-236256 qam23
24322750000-2.236256 qam24

 

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Re: Internet slow and disconnecting

Downstream bonded channels

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

1Locked38.67398120
2Locked37.614557010
3Locked38.615993120
4Locked37.6106735413
5Locked36.62282587521
6Locked37.618793930
7Locked37.324513550
8Locked37.326724820
9Locked37.336860250
10Locked36.348863450
11Locked36.663576390
12Locked36.673370170
13Locked36.685706730
14Locked36.691805790
15Locked36.6105581820
16Locked36.3117016200
17Locked36.642461490
18Locked37.322265500
19Locked36.638294350
20Locked36.669328100
21Locked36.694729320
22Locked36.3113635120
23Locked36.3138832080
24Locked36.3194374890

 

Upstream bonded channels

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

1537000004.475512064 qam8
2393999903.975512064 qam10
3461999194.5512064 qam9
4603000004.3512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u+voc-b.cm



Primary Downstream Service Flow

SFID16040
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID16039
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

19/10/2020 19:59:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 19:58:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:12:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 21:06:52ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 20:07:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 19:37:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 17:10:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 13:25:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 05:21:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 17:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 13:36:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 00:36:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 18:06:49ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 17:39:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 01:48:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 23:00:46Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 16:14:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 12:53:8noticeSW download Successful - Via Config file
10/10/2020 12:51:14noticeSW Download INIT - Via Config file
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Re: Internet slow and disconnecting

Your Downstream Power Levels are having problems, they are individually within spec but the differential between the lowest of -2.2dBmV and the highest of +7.4 dBmV is far too big and will require an engineer to put them right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Internet slow and disconnecting

Thank you for your reply!

I called them this morning and they said there were a lot of complaints in this area so there were engineers on the road fixing it. They messaged me once the work finished but the internet didnt even get slightly better. Will have to call again and book an engineer to come to the flat.

I will run that test again though and see if the results are the same because on the phone they told me that the downstream issue should be fixed once the works outside were done.

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Message 9 of 10
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Re: Internet slow and disconnecting

Is it still too bad?

 

Downstream bonded channels

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

1138750000738256 qam1
21467500004.637256 qam2
31547500004.538256 qam3
41627500006.138256 qam4
51707500005.537256 qam5
61787500000.937256 qam6
71867500001.937256 qam7
81947500001.737256 qam8
92027500000.237256 qam9
102107500000.737256 qam10
11218750000-137256 qam11
12226750000137256 qam12
132347500000.937256 qam13
142427500002.937256 qam14
152507500001.737256 qam15
162587500000.537256 qam16
172667500000.537256 qam17
182747500001.437256 qam18
192827500000.937256 qam19
20290750000137256 qam20
21298750000-136256 qam21
22306750000-1.536256 qam22
23314750000-2.436256 qam23
24322750000-2.536256 qam24



Downstream bonded channels

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

1Locked38.692780
2Locked37.6270770
3Locked38.6138960
4Locked38.9138950
5Locked37.3235800
6Locked37.6246080
7Locked37.6339390
8Locked37.3369920
9Locked37.3518380
10Locked37.3782010
11Locked37.3920580
12Locked37.31087450
13Locked37.31293050
14Locked37.31420690
15Locked37.31676950
16Locked37.31533140
17Locked37.3351450
18Locked37.3324530
19Locked37.3579170
20Locked37.31005310
21Locked36.61472270
22Locked36.61781210
23Locked36.32108730
24Locked36.62891200
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Re: Internet slow and disconnecting

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

It should also zero the Pre RS Error counts.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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