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Mkfer20
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Slow speed and connection issues since removal of TV

I never had many issues before with Broadband until the past few weeks whereas now I'm having constant problems.

Had some connections issues upstairs but use a booster which works most of the time but since I've removed the TV package my broadband speed and connections are terrible.

I've a firestick connected to the TV beside the hub and it struggles at times to stream anything.

Can't use the TV upstairs at all....Signal constantly drops and looses connection.

My broadband speed was doubled at the same time I removed the TV package and my connections and speeds are worse.

I think it's to do with the hardware setup....there's a splitter which usually feeds the hub and the TV but surely this is no longer needed?  I remember an engineer telling me before when I had broadband only that my connection was reduced as the splitter was still installed.

How can I get an engineer out to look at this as I can't seem to get to speak to anyone on the phone?

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japitts
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Message 2 of 8
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Re: Slow speed and connection issues since removal of TV

First thing, do Ethernet cabled connections have similar issues? I would imagine they do - but this will help prove whether this is a wireless issue or a broadband problem..

Then 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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Tudor
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Re: Slow speed and connection issues since removal of TV

If you have unplugged and returned your TV box there will be an unterminated connection from the splitter and this might be introducing noise into you circuit, the stats will probably show. Best to remove the splitter and just put the cable from the hub into the wall socket. If this is too short then you can get a female to female F joiner from B&Q very cheaply.


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Mkfer20
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Message 4 of 8
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Re: Slow speed and connection issues since removal of TV

Sorry for the late reply…
I’m a bit confused on which cable to disconnect. 
I’ve 2 cables coming in from outside…. 1 goes directly into the white box on the wall and the other goes directly into the the bottom of the splitter.  
I’ve opened the cover of the wall box and it shows the lead going into a system outlet then a cable coming from there (‘power path attenuator’)into the splitter. But as I mentioned there is a cable bypassing the outlet and going straight to the bottom of splitter. So if I remove the splitter and connect the single cable (‘power path attenuator’) what happens the other cable? 
sorry if I’m confusing you… I’m just afraid to start messing with cables and loose connection completely.

I’ve attached photos to try and make more sense. 

7B4DF06B-0DD3-4F22-86F1-D67C1C101725.jpeg

 

F94AF3E3-44DA-4555-A392-2D6A468AA953.jpeg

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Mkfer20
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Re: Slow speed and connection issues since removal of TV

Sorry I replied to this...don't know why it isn't showing

Item      Status   Comments

Acquired Downstream Channel (Hz)        235000000         Locked

Ranged Upstream Channel (Hz) 25800000           Locked

Provisioning State           Online 

Refresh data

Downstream bonded channels

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

1            235000000         1.2         40          256 qam             13

2            243000000         1            40          256 qam             14

3            251000000         1            40          256 qam             15

4            259000000         0.7         40          256 qam             16

5            267000000         0.7         40          256 qam             17

6            275000000         0.9         40          256 qam             18

7            283000000         1            40          256 qam             19

8            291000000         1.2         40          256 qam             20

9            299000000         1.5         40          256 qam             21

10          307000000         1.5         40          256 qam             22

11          315000000         1.5         40          256 qam             23

12          323000000         1.5         40          256 qam             24

13          331000000         1.7         40          256 qam             25

14          339000000         1.7         40          256 qam             26

15          347000000         1.5         40          256 qam             27

16          355000000         1.7         40          256 qam             28

17          363000000         1.7         40          256 qam             29

18          371000000         1.7         40          256 qam             30

19          379000000         2            40          256 qam             31

20          387000000         1.9         40          256 qam             32

21          395000000         2            40          256 qam             34

22          403000000         2.2         40          256 qam             35

23          411000000         2.2         40          256 qam             36

24          419000000         2            40          256 qam             37

 

 

 

Downstream bonded channels

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

1            Locked  40.9       20          0

2            Locked  40.3       10          0

3            Locked  40.3       17          0

4            Locked  40.3       12          0

5            Locked  40.3       24          0

6            Locked  40.3       19          0

7            Locked  40.9       14          0

8            Locked  40.3       13          0

9            Locked  40.3       14          0

10          Locked  40.3       10          0

11          Locked  40.3       16          0

12          Locked  40.3       13          0

13          Locked  40.9       16          0

14          Locked  40.9       17          0

15          Locked  40.9       14          0

16          Locked  40.3       12          0

17          Locked  40.3       10          0

18          Locked  40.3       13          0

19          Locked  40.3       17          0

20          Locked  40.3       11          0

21          Locked  40.3       16          0

22          Locked  40.3       19          0

23          Locked  40.3       18          0

24          Locked  40.3       6            0

 

Refresh data

Upstream bonded channels

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

1            25800000           45.5       5120      32 qam 11

2            46200000           46          5120      64 qam 3

3            39400000           46.3       5120      32 qam 4

4            32600000           46.3       5120      32 qam 5

Upstream bonded channels

Channel              Channel Type    T1 Timeouts      T2 Timeouts      T3 Timeouts            T4 Timeouts

1            ATDMA 0            0            34          0

2            ATDMA 0            0            0            0

3            ATDMA 0            0            1            0

4            ATDMA 0            0            0            0

Refresh data

General Configuration

Network access Allowed

Maximum Number of CPEs         1

Baseline Privacy Enabled

DOCSIS Mode    Docsis30

Config file           cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID      453434

Max Traffic Rate              230000061

Max Traffic Burst             42600

Min Traffic Rate 0

 

 

 

Primary Upstream Service Flow

SFID      453433

Max Traffic Rate              22000061

Max Traffic Burst             42600

Min Traffic Rate 0

Max Concatenated Burst             42600

Scheduling Type              BestEffort

 

Refresh data

Network Log

Time     Priority Description

13/04/2022 18:27:23     notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/04/2022 11:15:23     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/04/2022 12:54:57     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/04/2022 06:46:23     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/03/2022 08:28:4       Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/03/2022 00:14:19     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/03/2022 20:28:4       Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/03/2022 14:32:16     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/03/2022 10:08:42     notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/03/2022 10:08:6       Warning!            LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/03/2022 09:02:30     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/03/2022 13:50:50     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/03/2022 06:51:24     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/03/2022 14:05:24     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 09:06:17     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/03/2022 14:05:24     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/03/2022 12:20:31     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/03/2022 02:05:24     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/03/2022 20:10:28     critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/03/2022 14:05:24     Error     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Tudor
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Re: Slow speed and connection issues since removal of TV

3 of the upstream channels are at 32 QAM when they should be 64 QAM and it looks like you have a lot of noise ingress, you probably need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.


Tudor
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Mkfer20
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Re: Slow speed and connection issues since removal of TV

Thanks for the quick reply.

No services issues in the area so I do need an engineer.  It’s just getting an actual person the phone that’s the problem. 
Going to try and get through now. 
Thank you 

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Beth_G
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Re: Slow speed and connection issues since removal of TV

Hi Mkfer20,

Thanks for your post. I'm sorry to hear you've been having some issues with your broadband speeds and connection over the past few weeks.

I can see that you have been able to contact us since your post and arrange an engineer visit which is great. Please do let us know how the visit goes, and if there's anything else we can help you with in the meantime.

Kind regards

Beth
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