New customer, unreliable connection

[manmountain]

Hi,

I am a new customer recently subscribed to Virgin on the M500 fibre broadband.

Since the day after installation, the internet across all devices in the house has been intermittent.

My previous ISP, Sky whilst a slower service, was far more reliable. 

Can this be looked into please.

Thanks

[manmountain]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

2	147000000	7.000000	38.983261	QAM256	2
1	139000000	6.800003	38.983261	QAM256	1
3	155000000	7.099998	38.983261	QAM256	3
4	163000000	7.300003	38.983261	QAM256	4
5	171000000	7.400002	38.983261	QAM256	5
6	179000000	7.400002	38.605377	QAM256	6
7	187000000	7.300003	38.605377	QAM256	7
8	195000000	7.400002	38.605377	QAM256	8
9	203000000	7.400002	38.605377	QAM256	9
10	211000000	7.500000	38.605377	QAM256	10
11	219000000	7.699997	38.983261	QAM256	11
12	227000000	7.500000	38.983261	QAM256	12
13	235000000	7.400002	38.605377	QAM256	13
14	243000000	7.199997	40.366287	QAM256	14
15	251000000	6.900002	38.983261	QAM256	15
16	259000000	6.500000	38.983261	QAM256	16
17	267000000	6.300003	38.983261	QAM256	17
18	275000000	5.800003	38.605377	QAM256	18
19	283000000	5.099998	38.605377	QAM256	19
20	291000000	4.699997	38.983261	QAM256	20
21	299000000	4.900002	38.983261	QAM256	21
22	307000000	5.599998	38.605377	QAM256	22
23	315000000	6.099998	38.605377	QAM256	23
24	323000000	6.199997	38.605377	QAM256	24
25	331000000	6.000000	38.605377	QAM256	25
26	339000000	6.300003	38.983261	QAM256	26
27	347000000	6.400002	38.983261	QAM256	27
28	355000000	6.300003	38.983261	QAM256	28
29	363000000	6.300003	38.983261	QAM256	29
30	371000000	6.099998	38.983261	QAM256	30
31	379000000	6.000000	38.983261	QAM256	31

3.0 Downstream channels

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

2	Locked	38.983261	0	0
1	Locked	38.983261	0	0
3	Locked	38.983261	7	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.605377	0	0
10	Locked	38.605377	5	0
11	Locked	38.983261	7	0
12	Locked	38.983261	1	0
13	Locked	38.605377	1	0
14	Locked	40.366287	8	0
15	Locked	38.983261	8	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	8	0
23	Locked	38.605377	7	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

[manmountain]

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

3.6

471137

0

3.0 Upstream channels

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

1	39400000	42.270599	5120 KSym/sec	64QAM	4
2	46200000	42.020599	5120 KSym/sec	64QAM	3
3	53700000	42.270599	5120 KSym/sec	64QAM	2
4	60300000	42.270599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[manmountain]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt053+voc-b.cm

Primary Downstream Service Flow

SFID	1554
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1553
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Network Log

Time Priority Description

Thu Jan 1 00:19:43 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:20:00 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:21:08 1970	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:21:35 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 15:09:41 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 15:09:51 2021	6	SW Download INIT - Via Config file cmreg-vmdg640-bbt053+voc-b.cm
Wed Jul 28 15:12:44 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 15:12:45 2021	4	Disruption during SW download - Power Failure
Wed Jul 28 15:12:59 2021	6	SW Download INIT - Via Config file cmreg-vmdg640-bbt053+voc-b.cm
Wed Jul 28 15:14:16 2021	6	SW download Successful - Via Config file
Wed Jul 28 15:17:16 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 15:42:57 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 18:29:23 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 18:29:27 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 18:29:28 2021	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 18:29:28 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 28 18:29:35 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 30 19:23:27 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 09:35:06 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 06:02:06 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 4 08:32:30 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 5 05:51:36 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 6 00:26:51 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 6 00:26:54 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:23 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 6 00:31:43 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 6 11:55:36 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 03:11:30 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 10 06:48:39 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 12 09:25:50 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 14 02:08:34 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 15 17:07:30 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 16 21:10:03 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 17 12:23:52 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 17 12:26:38 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:19:26 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:19:30 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:21:42 2021	3	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=3.1;
Thu Jan 1 00:02:41 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:26:37 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:26:45 2021	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:27:09 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 18 10:43:52 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[lotharmat]

The actual hub stats look fine - the log however tells a different story - Hang tight for VM forum staff to investigate!

In the meantime; are there any faults noted on 0800 561 0061?

[manmountain]

Hi,

Thanks for that.  There are no faults in my area when I called that number.

[lotharmat]

No problemo!

VM Staff will be along shortly!

Just as a quick question - is the intermittent connection also present on ethernet-connected devices - Trying to rule out it just being a WiFi problem!

[manmountain]

Hi,

There are no ethernet connected devices presently.  I had used a powerline adaptor previously (TP-Link TL-PA7010PKIT Gigabit) from main PC to Sky router, which worked fine (router was in living room) but when I connected it to the Virgin hub was getting lower than expected speeds.

Really ethernet now isn't needed because the Virgin hub sits in the hall, around 7 feet away from the main PC.

When with Sky, all PS4/PS5, mobiles, laptops, tablets, PC's and TV's connected reliably via WiFi but now it is significantly worse.

[Gareth_L]

Hello manmountain

Thanks and sorry you have had to post on here 

I have had a look at a few things and I can see the Downstream power levels are slightly out 

It would be best to get an engineer to adjust these 

I will need to send you a private message to pass security to do this 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Thanks for those details manmountain

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L