New Broadband Customer: Poor Experience with VM, Router and CS

[Rajevn]

Hi everyone,

I'm on Virgin's M100 Plan for about a month now, and I don't seem get the speeds promised at the start of the contract. I've run multiple speed tests and called in Virgin Media Customer Services Team to get to the bottom of it - Yet, still no results. I have a Hub 3.0 and it only seems to work well in lounge where the hub is, also the bedroom immediately above it. The remainder of the house is poor to non-existent, even the dining room next door to the lounge has poor or no WiFi. I did the room-by-room scan via the VM Connect app, which failed to connect to the hub in all but the 2 rooms I mentioned. I have addressed all the suggested adjustments in terms of hub position, per VM. No change. At present, the colour on the base LED on the Hub 3.0 is Yellow.

I would appreciate if a Mod could chime in with some advice

Kind regards, Rajevn

[carl_pearce]

The M100 is to the HUB, not your devices.

Can you check if you get full speed from a wired device?

[John_GS · Accepted solution]

Hi @Rajevn

Thanks for posting and welcome to the community. Sorry to hear of the slower than expected speeds. 

Normally we would advise as Carl has, to check the speed via Ethernet cable, this is to show if it's a broadband speed issue as a whole or just a WiFi speed issue. However, upon doing a system check, all your downstream channels are out of spec. This will require a service tech visit to the property. 

I will send you a PM now to assist further.

Best,

[John_GS]

Hi @Rajevn

Thanks for joining me on PM.

Just to update the thread, the engineer visit has been booked in.

It can be tracked and if needed, re-arranged through your online account

Let us know how it goes 🙂

Best

[Rajevn]

Hi @John_GS

Hope you are doing well, Just thought I'd update you on how everything went. So, the engineer did a few tests and explained that the Hub 3 was simply not capable enough of handling mutliple devices at once and only sufficent for 7 Devices connnected at a time. He then suggested that I should utilise a mesh network or buy a third party router which seems very odd, because I would assume the router provided by VM should be enough. Anyways, I've decided to pick up an o2 sim, which should double the speed that I have now. Let's see if this solves the problem with the WiFi. Even though the engineer that came did not solve the problem, I thought he was professional and very friendly.

Here are the latest speed test results I've recorded:

• Speed Test #1
• Speed Test via ThinkBB #2

Kind regards, Rajevn

[carl_pearce]

---

@Rajevn wrote:

Hi @John_GS

Hope you are doing well, Just thought I'd update you on how everything went. So, the engineer did a few tests and explained that the Hub 3 was simply not capable enough of handling mutliple devices at once and only sufficent for 7 Devices connnected at a time. He then suggested that I should utilise a mesh network or buy a third party router which seems very odd, because I would assume the router provided by VM should be enough. Anyways, I've decided to pick up an o2 sim, which should double the speed that I have now. Let's see if this solves the problem with the WiFi. Even though the engineer that came did not solve the problem, I thought he was professional and very friendly.

Here are the latest speed test results I've recorded:

• Speed Test #1
• Speed Test via ThinkBB #2

Kind regards, Rajevn

---

Sorry but what the engineer said is a load of rubbish!

Clearly there is something wrong getting the speeds you've shown.

I would still suggest testing against a wired device, as requested above.

[Rajevn]

Thanks for your input, Carl.

Just to give it a final go, I’ll test my Broadband with an Ethernet Cable for you. Only problem is VM’s provided Cat 6 cable is too short to reach so I’ll have to order one off Amazon. For now, I can provide some Diagnostics Stats from the Router Page. Maybe, this will be useful to you:

Item	Status	Comments
Acquired Downstream Channel (Hz)	691000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	691000000	5.4	38	256 qam	36
2	507000000	6	38	256 qam	13
3	515000000	6.1	37	256 qam	14
4	523000000	6.4	38	256 qam	15
5	531000000	6.5	38	256 qam	16
6	539000000	6.1	38	256 qam	17
7	547000000	6	38	256 qam	18
8	555000000	6.4	38	256 qam	19
9	563000000	6	37	256 qam	20
10	571000000	6	38	256 qam	21
11	579000000	6.5	38	256 qam	22
12	587000000	6.3	38	256 qam	23
13	595000000	6	38	256 qam	24
14	603000000	6.1	37	256 qam	25
15	611000000	6.6	38	256 qam	26
16	619000000	6.5	38	256 qam	27
17	627000000	5.8	38	256 qam	28
18	635000000	5.5	38	256 qam	29
19	643000000	6	38	256 qam	30
20	651000000	5.9	38	256 qam	31
21	659000000	5.1	38	256 qam	32
22	667000000	5.6	38	256 qam	33
23	675000000	6.3	38	256 qam	34
24	683000000	6	38	256 qam	35

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	74	0
2	Locked	38.6	6169	0
3	Locked	37.6	4692	0
4	Locked	38.6	4006	0
5	Locked	38.6	2533	0
6	Locked	38.6	3063	0
7	Locked	38.6	2856	0
8	Locked	38.6	1576	0
9	Locked	37.6	1525	0
10	Locked	38.6	901	0
11	Locked	38.6	422	0
12	Locked	38.6	296	0
13	Locked	38.9	229	0
14	Locked	37.6	188	0
15	Locked	38.9	81	0
16	Locked	38.6	90	0
17	Locked	38.6	120	0
18	Locked	38.6	110	0
19	Locked	38.6	86	0
20	Locked	38.6	108	0
21	Locked	38.6	148	0
22	Locked	38.6	112	0
23	Locked	38.6	86	0
24	Locked	38.9	86	0

Primary Downstream Service Flow

SFID	14327
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

[Rajevn]

Thanks for your input, Guys.

Just to give it a final go, I’ll test my Broadband with an Ethernet Cable. Only problem is VM’s provided Cat 6 cable is too short to reach my Device so I’ll have to order one off Amazon. For now, I can provide some Diagnostics Stats from the Router Page. Maybe it’ll be useful to you:

Item	Status	Comments
Acquired Downstream Channel (Hz)	691000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	691000000	5.4	38	256 qam	36
2	507000000	6	38	256 qam	13
3	515000000	6.1	37	256 qam	14
4	523000000	6.4	38	256 qam	15
5	531000000	6.5	38	256 qam	16
6	539000000	6.1	38	256 qam	17
7	547000000	6	38	256 qam	18
8	555000000	6.4	38	256 qam	19
9	563000000	6	37	256 qam	20
10	571000000	6	38	256 qam	21
11	579000000	6.5	38	256 qam	22
12	587000000	6.3	38	256 qam	23
13	595000000	6	38	256 qam	24
14	603000000	6.1	37	256 qam	25
15	611000000	6.6	38	256 qam	26
16	619000000	6.5	38	256 qam	27
17	627000000	5.8	38	256 qam	28
18	635000000	5.5	38	256 qam	29
19	643000000	6	38	256 qam	30
20	651000000	5.9	38	256 qam	31
21	659000000	5.1	38	256 qam	32
22	667000000	5.6	38	256 qam	33
23	675000000	6.3	38	256 qam	34
24	683000000	6	38	256 qam	35

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	74	0
2	Locked	38.6	6169	0
3	Locked	37.6	4692	0
4	Locked	38.6	4006	0
5	Locked	38.6	2533	0
6	Locked	38.6	3063	0
7	Locked	38.6	2856	0
8	Locked	38.6	1576	0
9	Locked	37.6	1525	0
10	Locked	38.6	901	0
11	Locked	38.6	422	0
12	Locked	38.6	296	0
13	Locked	38.9	229	0
14	Locked	37.6	188	0
15	Locked	38.9	81	0
16	Locked	38.6	90	0
17	Locked	38.6	120	0
18	Locked	38.6	110	0
19	Locked	38.6	86	0
20	Locked	38.6	108	0
21	Locked	38.6	148	0
22	Locked	38.6	112	0
23	Locked	38.6	86	0
24	Locked	38.9	86	0

Primary Downstream Service Flow

SFID	14327
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Network Log

Time	Priority	Description
14/12/2021 08:58:52	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
14/12/2021 08:58:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 13:02:19	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 09:53:34	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 05:32:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
11/12/2021 05:32:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 22:32:56	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 17:57:49	critical	Received 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;
08/12/2021 17:55:18	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 17:55:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 17:55:13	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 17:55:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
08/12/2021 17:55:12	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/12/2021 23:25:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
06/12/2021 23:25:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[Rajevn]

[Tudor]

Also need the upstream stats and log.