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mluggs
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New to Virgin and Broadband keeps dropping

Hi, we've just switched from Sky broadband as our broadband was awful, continual drop outs. Had Virgin M200 installed last Wed, not even a week in and I've had to reboot the router 5 times and again having continual drop outs. When it is working I never get near 200mbps, near the router I might get 100 or just over but anywhere else in the house it's less than 100mbps, whilst this is annoying I can cope with that and may install a booster, my biggest issue is the drop outs. It's making working from home and homeschooling a nightmare. 

Sometimes the drop outs are on laptops only (does not effect mobile devices) and sometimes on everything. I've just logged in to my router and changed channels hoping that might help but can anyone suggest anything else? I've checked all connections. 

I have noticed in my logs that I have a fair number of Critical and error notices? 

 

02/02/2021 09:40:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 05:52:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 01:12:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 01:12:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 11:13:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:59:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:59:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:01:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 15:01:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 14:33:10noticeSW download Successful - Via Config file
27/01/2021 14:31:18noticeSW Download INIT - Via Config file
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JitteryPinger
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Message 2 of 24
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Re: New to Virgin and Broadband keeps dropping

Could you post the Downstream and Upstream pages from Router status page please.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

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mluggs
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Re: New to Virgin and Broadband keeps dropping

It just dropped again whilst trying to get the information, even on the new channels. Hoping someone can help as I'm losing the will. Here are the downstream and upstream (not that I know what they mean) Thank you 

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

1227000000-3.538256 qam12
2139000000-2.737256 qam1
3147000000-2.737256 qam2
4155000000-2.937256 qam3
5163000000-2.937256 qam4
6171000000-2.537256 qam5
7179000000-2.937256 qam6
8187000000-2.738256 qam7
9195000000-2.738256 qam8
10203000000-3.238256 qam9
11211000000-3.238256 qam10
12219000000-338256 qam11
13235000000-3.537256 qam13
14243000000-3.738256 qam14
15251000000-438256 qam15
16259000000-438256 qam16
17267000000-338256 qam17
18275000000-2.738256 qam18
19283000000-238256 qam19
20291000000-1.938256 qam20
21299000000-1.938256 qam21
22307000000-1.738256 qam22
23315000000-1.538256 qam23
24323000000-1.538256 qam24



Downstream bonded channels

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

1Locked38.940
2Locked37.650
3Locked37.650
4Locked37.600
5Locked37.650
6Locked37.340
7Locked37.650
8Locked38.640
9Locked38.650
10Locked38.660
11Locked38.940
12Locked38.660
13Locked37.650
14Locked38.9120
15Locked38.900
16Locked38.970
17Locked38.630
18Locked38.660
19Locked38.950
20Locked38.940
21Locked38.960
22Locked38.950
23Locked38.650
24Locked38.950

 

Upstream bonded channels

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

13939999345.8512064 qam12
24619999845.8512064 qam11
35370003445.8512064 qam10
46030004347.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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JitteryPinger
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Message 4 of 24
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Re: New to Virgin and Broadband keeps dropping

You connections signal levels look fine, is there any issues in the area reported https://my.virginmedia.com/faults/service-status or by calling 0800 561 0061

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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JitteryPinger
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Message 5 of 24
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Re: New to Virgin and Broadband keeps dropping

Calling the number is better as it will tell of more localized issues.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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mluggs
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Message 6 of 24
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Re: New to Virgin and Broadband keeps dropping

Nope no issues in the area (Just checked it again). I called earlier too and it ran a test while I was on the line and said there was a problem and I needed to restart my router which I did but I also restarted it last night, and yesterday morning and numerous other times. Definitely something wrong. In the couple of hours I've been trying to sort this out my internet has dropped 3 times (even after the router reboot), each time for 5 plus mins. It's incredibly frustrating. 

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JitteryPinger
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Message 7 of 24
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Re: New to Virgin and Broadband keeps dropping

Could you run this test https://labs2.thinkbroadband.com/speedtest/

once complete click blue results page button and share the link, run this on a device connected directly to the hub with Ethernet cable if you can please.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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mluggs
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Message 8 of 24
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Re: New to Virgin and Broadband keeps dropping

sure https://www.thinkbroadband.com/speedtest/1612266428892275855

 

this is obviously whilst everything is running ok. Even on wifi I can get good numbers at certain times but then it just totally drops and I can't get anything. 

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JitteryPinger
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Message 9 of 24
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Re: New to Virgin and Broadband keeps dropping

OK, so speeds look ok, looks like the network in your area is a bit busy but could be much worse.

Seems like your issues with drop outs are more WiFi related, setting wifi channels manually is not recommended.

What I would suggest currently is to factory reset your hub https://www.virginmedia.com/help/virgin-media-reset-your-hub

Once you've done this I can advise you further

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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mluggs
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Message 10 of 24
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Re: New to Virgin and Broadband keeps dropping

Thanks, I'll do this in a minute. But it was only installed on Wed last week do you really think this could help? It's weird that we had the same problem with Sky, that kept dropping out too. Different cables, different router, same problem. 

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