on 05-04-2022 17:42
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?
on 05-04-2022 17:55
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.
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on 05-04-2022 18:03
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.
on 13-04-2022 20:02
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.
on 13-04-2022 20:10
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;
on 13-04-2022 22:56
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.
on 14-04-2022 09:32
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
on 17-04-2022 14:59
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