Virgin Media Community

[Shazaib]

I have been having issues with my Virgin Media broadband for about 2-3 weeks now, with consistent slowness and drop outs, to the point where I suspect there's something wrong with my router. I've tried to go through support where I've just been directed to troubleshooting steps - which I've carried out, such as factory resetting my router, to no avail.

I hope someone can help diagnose these issues with me, because it feels impossible to actually get hold of a human agent over the phone...

[Shazaib]

Router Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	-3	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.7	40	256 qam	11
5	227000000	-1	40	256 qam	12
6	235000000	-1.4	40	256 qam	13
7	243000000	-1.5	40	256 qam	14
8	251000000	-1.5	40	256 qam	15
9	259000000	-1.7	40	256 qam	16
10	267000000	-1.7	40	256 qam	17
11	275000000	-1.9	40	256 qam	18
12	283000000	-2.2	40	256 qam	19
13	291000000	-2.2	40	256 qam	20
14	299000000	-2.2	40	256 qam	21
15	307000000	-2.4	40	256 qam	22
16	315000000	-2.7	40	256 qam	23
17	323000000	-2.7	40	256 qam	24
18	371000000	-3.7	40	256 qam	26
19	379000000	-3.9	40	256 qam	27
20	387000000	-4	40	256 qam	28
21	395000000	-3.9	40	256 qam	29
22	403000000	-4	40	256 qam	30
23	411000000	-3.7	40	256 qam	31
24	419000000	-3.5	40	256 qam	32

[Shazaib]

Downstream bonded channels

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

1	Locked	40.9	346	698
2	Locked	40.9	219	2008
3	Locked	40.9	185	1947
4	Locked	40.3	215	2121
5	Locked	40.9	274	1710
6	Locked	40.9	309	1437
7	Locked	40.3	290	1439
8	Locked	40.3	290	1412
9	Locked	40.9	260	1233
10	Locked	40.3	266	956
11	Locked	40.9	291	1098
12	Locked	40.9	275	1147
13	Locked	40.3	371	975
14	Locked	40.3	334	873
15	Locked	40.9	336	875
16	Locked	40.9	416	907
17	Locked	40.9	377	754
18	Locked	40.3	317	622
19	Locked	40.3	392	588
20	Locked	40.3	439	615
21	Locked	40.3	418	477
22	Locked	40.3	404	479
23	Locked	40.3	345	540
24	Locked	40.3	279	544

Upstream bonded channels

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

1	60300000	42.5	5120	64 qam	6
2	39400000	42	5120	64 qam	9
3	53700000	42.5	5120	64 qam	7
4	46200000	42.3	5120	64 qam	8

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	0	0
4	ATDMA	0	0	0	0

Min Traffic Rate

0

Primary Upstream Service Flow

SFID	693555
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

11/02/2021 16:42:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 16:41:1	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 15:24:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:21:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 04:51:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 21:02:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 21:02:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:53:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:34:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 17:00:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 00:43:38	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 00:00:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:50:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:50:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 16:33:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Shazaib]

Anything? I'm beginning to get fed up of this issue and not being able to reach support, hence I've began to think about moving providers..

[tehwolf]

---

@Shazaib wrote:

Anything? I'm beginning to get fed up of this issue and not being able to reach support, hence I've began to think about moving providers..

---

The power levels etc. on your downstream look ok, but you're getting number of post-rs errors across all channels that could potentially be impacting performance.. there are also quite a lot of channel drops (rcs partial service) in the log.. 

can you set up a BQM please -  will show how the connection is performing as seen from the outside - it might be that you're in an area of heavy utilisation and that is impacting your connection - the BQM should help highlight that..

once set up, post a Sharing Link to the Live Graph back to this thread so that we can see it.

[Shazaib]

Thank you for your response. Is this what you're looking for?

https://www.thinkbroadband.com/broadband/monitoring/quality/view/5f4ad838efed48f1e1506f7f3e8ef6913fe...

[Shazaib]

I also noticed today that it is the 2.4GHz band that is extremely slow, the 5GHz seems to be okay. So I went onto the Hub 3 settings and I've currently separated the two so I only connect to the 5GHz, as the other band seems to remain slow no matter what I do.

The difference is about under 10Mbps for 2.4GHz whilst my 5GHz I get just over 100Mbps. I think the problem may be coming from the 2.4GHz as that one seemed very unstable on some speed tests, to the point where it felt like drop outs.

[raj_121]

You know what - Ive been experiencing similar issues.

First all devices were cutting out intermittently. Then I checked and checked and checked, reset reset and reset and within a week or so, the 5GHz band was alive and working fine *fingers crossed* (well i think it was that - pretty sure they weren't working properly before)

Now, my apple devices are just dropping every so often, I've checked and seen that they are on the 2.4GHz band, so maybe it is that issue. Now Im not sure what to do.

Do I disable 2.4GHz - will my apple devices connect at all, Do I change the wireless mode? or should i disable channel optimization?

[Shazaib]

One thing I was going to try personally, I have a second router which acts as an Access Point, I was going to connect to its 2.4GHz band to see whether it was any different. I suspect it might be something to do with the Hub 3 itself. For now I've just removed the 2.4GHz band and all my devices are connected with no issues, a bit of a shame though, as the 5GHz band will not provide greater coverage as it does not do so well through walls.

[tehwolf]

---

@Shazaib wrote:

Thank you for your response. Is this what you're looking for?

https://www.thinkbroadband.com/broadband/monitoring/quality/view/5f4ad838efed48f1e1506f7f3e8ef6913fe...

---

i can't see that link - i suspect that it takes you to your BQM in your account - when logged into BQM and looking at the "live graph", just below the image should be a link to "create sharing link" or similar.. post that link back here..