on 22-05-2022 15:56
Hi 🙂
Whenever temperatures reach the late 20’s our street and the one next to use have very slow and unusable Virgin fibre. This year though the problem has started occurring for us all when the temperature reaches the low 20’s. Is it possible a fan has failed in the cabinet? If so will Virgin send someone to check?
The online system checker just sends us all on this endless cycle of restarting the hub, or tells us to check back in an hour. Online support give pleasantries but don’t appear to achieve anything.
I’ve registered a complaint but unsure if that will help.
Any advice welcome.
Thanks
Steve
Answered! Go to Answer
on 14-06-2022 15:59
Thank you to everyone who has supported with this.
The fault is now fixed and was caused by a poor connection at the point in which the cable came into the house from outside.
Steve
on 22-05-2022 16:16
Logic would dictate here, that you start from checking over your own kit, and then trace back from there. So my standard advice to anyone with "my broadband isn't working sometimes" applies.. Point 2 for a BQM will be especially helpful if this problem is intermittent.
1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.
2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.
IMHO a complaint here is the wrong way to go about it. Need to report/diagnose a fault first, give VM a chance to investigate before going down the "I've had poor service" route. Staff do respond on here where required.
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on 22-05-2022 16:36
Great, thank you for the response! Appreciated.
Acquired Downstream Channel (Hz) | 458250000 | Locked |
Ranged Upstream Channel (Hz) | 32600000 | Locked |
Provisioning State | Online |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 458250000 | -7.2 | 36 | 256 qam | 13 |
2 | 426250000 | -6.2 | 37 | 256 qam | 9 |
3 | 434250000 | -6.5 | 37 | 256 qam | 10 |
4 | 442250000 | -6.7 | 37 | 256 qam | 11 |
5 | 450250000 | -6.9 | 37 | 256 qam | 12 |
6 | 466250000 | -7.5 | 37 | 256 qam | 14 |
7 | 474250000 | -7.5 | 37 | 256 qam | 15 |
8 | 482250000 | -7.7 | 36 | 256 qam | 16 |
9 | 490250000 | -7.7 | 36 | 256 qam | 17 |
10 | 498250000 | -7.7 | 37 | 256 qam | 18 |
11 | 506250000 | -7.7 | 36 | 256 qam | 19 |
12 | 514250000 | -7.7 | 36 | 256 qam | 20 |
13 | 522250000 | -8 | 36 | 256 qam | 21 |
14 | 530250000 | -8.2 | 36 | 256 qam | 22 |
15 | 538250000 | -8.5 | 36 | 256 qam | 23 |
16 | 546250000 | -9.2 | 36 | 256 qam | 24 |
17 | 554250000 | -9.2 | 36 | 256 qam | 25 |
18 | 562250000 | -10.2 | 35 | 256 qam | 26 |
19 | 570250000 | -10.7 | 35 | 256 qam | 27 |
20 | 578250000 | -10.7 | 35 | 256 qam | 28 |
21 | 586250000 | -11.2 | 35 | 256 qam | 29 |
22 | 594250000 | -11.4 | 35 | 256 qam | 30 |
23 | 602250000 | -11.2 | 35 | 256 qam | 31 |
24 | 610250000 | -11.7 | 35 | 256 qam | 32 |
on 22-05-2022 16:37
1 | 32600000 | 45 | 5120 | 64 qam | 7 |
2 | 46200000 | 45.5 | 5120 | 64 qam | 5 |
3 | 25800000 | 45 | 5120 | 64 qam | 8 |
4 | 39400000 | 45.3 | 5120 | 64 qam | 6 |
1 | ATDMA | 0 | 0 | 33 | 0 |
2 | ATDMA | 0 | 0 | 196 | 0 |
3 | ATDMA | 0 | 0 | 205 | 0 |
4 | ATDMA | 0 | 0 | 151 | 0 |
on 22-05-2022 16:37
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b. cm |
SFID | 35634 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 35633 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 22-05-2022 16:38
22/05/2022 13:22:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 13:07:5 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 13:07:5 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 13:06:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:50:27 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:50:27 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:49:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:38:50 | 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; |
22/05/2022 12:34:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:01:51 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/05/2022 12:01:51 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2022 18:18:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2022 17:19:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/05/2022 06:55:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/05/2022 16:30:36 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/05/2022 12:26:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/05/2022 12:26:8 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/05/2022 12:26:8 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/05/2022 17:09:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/05/2022 17:08:38 | 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; |
on 23-05-2022 06:57
Is anyone please able to help with the attached data?
Thanks
Steve
on 23-05-2022 08:53
Have you got the BQM link?
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on 23-05-2022 09:13
Hi
Sorry, here is the link. I’ve only just done it as I didn’t think you’d want it unless it was hot outside but realise that was probably a bad assumption.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/eccee459219b3e983e9b97fe91b828aa86adfc95
Ref your complaint, Virgin did just close that on the grounds that cabinets don’t overheat and asked me to raise a ticket again.
Thanks again
Steve
on 23-05-2022 15:56
The graph has now gone red at the end, the internet is working and I’ve checked the IP address is correct ☹️