on 22-09-2021 16:55
Hello,
For months now we've had intermittent internet, primarily via wifi but often affecting wired connections too. Some users in our shared house have constantly slow connections, but we've all dealt with regular drops in internet access, sometimes for long periods of time. This has been pretty painful, especially for those of us who've had online work and meetings in this time.
I've tried everything suggested on the Virgin Media website and more:
At this point we'd like to get an engineer to come take a look, or perhaps for our router to be replaced. Unfortunately it's been extremely difficult to speak to anyone, since I'm usually linked back to the same set of instructions on the Virgin Media website, or just left on hold for hours on the chat without answer. Even on the phone just now, I was taken through the same instructions, then hung up on, with a text linking me back to the website once again.
The automated chat options also don't seem great for dealing with long term intermittent connecton issues. Once it leads me through instructions, it's clear it's assuming I'm simply having trouble connecting a device to our network, which is not the case.
When I have managed to speak to people on the chat in the Virgin Media app, I'm repeatedly either linked to someone who can't help, being in the wrong department, or never transferred. I managed to speak to one of the right people yesterday, who gave me the Wifi settings advice, but that hasn't worked. Today, I wanted to explain this to someone, but I'm instead connected to the same chatbot once again.
At this point, asking on here seems to be my final option, so it would be great to finally get some help.
Thanks,
Matthew
on 23-09-2021 16:28
on 27-09-2021 10:49
Hi there @CertainMusings
Thank you so much for your post and I am so sorry to hear you are facing these issues with your connection!
A big thank you to @jbrennand and their advise, can I ask if you are able to follow these steps and post the information for us?
Thanks again.
on 27-09-2021 17:25
Hi both,
We have a Hub 3.0. I don't seem to be able to find the 'router status' link mentioned, but I think this is what you were asking for, taken from Advanced Settings/Network Status. I'm copying and pasting in, so hopefully the forum address filtering will work like you said:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 3.9 | 40 | 256 qam | 9 |
2 | 211000000 | 3.5 | 40 | 256 qam | 10 |
3 | 219000000 | 3.5 | 40 | 256 qam | 11 |
4 | 227000000 | 3 | 40 | 256 qam | 12 |
5 | 235000000 | 2.7 | 40 | 256 qam | 13 |
6 | 243000000 | 2.7 | 40 | 256 qam | 14 |
7 | 251000000 | 3.2 | 40 | 256 qam | 15 |
8 | 259000000 | 3.2 | 40 | 256 qam | 16 |
9 | 267000000 | 3.4 | 40 | 256 qam | 17 |
10 | 275000000 | 3.2 | 40 | 256 qam | 18 |
11 | 283000000 | 3.4 | 40 | 256 qam | 19 |
12 | 291000000 | 3.2 | 40 | 256 qam | 20 |
13 | 299000000 | 3.5 | 40 | 256 qam | 21 |
14 | 307000000 | 3.5 | 40 | 256 qam | 22 |
15 | 315000000 | 3.5 | 40 | 256 qam | 23 |
16 | 323000000 | 3.5 | 40 | 256 qam | 24 |
17 | 331000000 | 3 | 40 | 256 qam | 25 |
18 | 371000000 | 2.5 | 40 | 256 qam | 26 |
19 | 379000000 | 3 | 40 | 256 qam | 27 |
20 | 387000000 | 2.5 | 40 | 256 qam | 28 |
21 | 395000000 | 2.7 | 40 | 256 qam | 29 |
22 | 403000000 | 2.4 | 40 | 256 qam | 30 |
23 | 411000000 | 2.5 | 40 | 256 qam | 31 |
24 | 419000000 | 2.4 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 54 | 0 |
2 | Locked | 40.9 | 68 | 0 |
3 | Locked | 40.3 | 57 | 0 |
4 | Locked | 40.3 | 80 | 0 |
5 | Locked | 40.9 | 55 | 0 |
6 | Locked | 40.9 | 82 | 0 |
7 | Locked | 40.9 | 41 | 0 |
8 | Locked | 40.9 | 164 | 0 |
9 | Locked | 40.3 | 46 | 0 |
10 | Locked | 40.3 | 48 | 0 |
11 | Locked | 40.3 | 67 | 0 |
12 | Locked | 40.3 | 52 | 0 |
13 | Locked | 40.9 | 49 | 0 |
14 | Locked | 40.9 | 50 | 0 |
15 | Locked | 40.3 | 63 | 0 |
16 | Locked | 40.9 | 78 | 8 |
17 | Locked | 40.3 | 165 | 0 |
18 | Locked | 40.9 | 54 | 0 |
19 | Locked | 40.3 | 38 | 0 |
20 | Locked | 40.3 | 57 | 0 |
21 | Locked | 40.9 | 62 | 0 |
22 | Locked | 40.3 | 173 | 0 |
23 | Locked | 40.9 | 60 | 0 |
24 | Locked | 40.9 | 62 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399985 | 46 | 5120 | 64 qam | 4 |
2 | 46200000 | 46.5 | 5120 | 64 qam | 3 |
3 | 25800000 | 44.8 | 5120 | 64 qam | 6 |
4 | 32600127 | 45 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 3 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
on 27-09-2021 17:26
Network Log
Time Priority Description
27/09/2021 16:53:44 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/09/2021 15:08:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/09/2021 18:52:0 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/09/2021 06:53:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/09/2021 16:35:41 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/09/2021 04:02:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/09/2021 17:32:24 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/09/2021 09:59:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/09/2021 17:16:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/09/2021 09:51:25 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/09/2021 08:35:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2021 23:04:2 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/09/2021 14:59:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/09/2021 11:04:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 23:09:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/09/2021 23:04:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/09/2021 11:46:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/09/2021 07:13:8 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/08/2021 09:05:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/08/2021 01:54:52 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
I don't have a Broadband Quality Monitor yet. I'm setting one up now.
Matthew
on 29-09-2021 18:10
Hi @CertainMusings,
Thank you for all that information. Have you been able to set up a BQM that you can share with us yet?
Thanks,
on 30-09-2021 01:32
on 02-10-2021 08:51
Hi Matthew,
Thanks for posting your BQM graph. It's looking perfectly normal to me, no packet loss to indicate any connection loss and no big latency spikes.
Do you know if you were affected by any connection drops during the periods plotted in the graph? If you have a link to your live graph, are you able to post this please?
Everything all looking fine on this end so it is certainly strange, especially if you're losing connection via wired devices.
Kind regards
Beth
on 05-10-2021 10:46
Hi Beth,
The graph should be live - I used the embed option. Clicking on it will take you to the live page.
I don't think we had any issues in between the time I made the monitor and posted it. However, I think we had a brief drop out a couple nights ago, including on my wired connection, yet there still seems to be no packet loss recorded.
In the past hour some of my housemates have also had extremely slow connections, to the point of having to continue a university video call using mobile data. Yet recent latency, as of posting this, seems ok?
Matthew
on 07-10-2021 14:16
Thanks for getting back to us @CertainMusings.
I can see there have been a few spikes which don't look great, I've tried to run some tests on our end for you but I'm having some trouble reaching the Hub.
Is this currently switched on?
Thanks,
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