Virgin Media Community

[Tony_New_York]

Hi

I’m having speed and connection problems. Sometimes speeds drops down to around 2 Mbps for some devices and sometimes devices are disconnected. Restarting the Super Hub 2 fixes the problems temporarily.

I called Virgin for technical support and was given two options: pay to activate a new router or enter into a new contract which would come with a new router. Neither of these seem satisfactory; I don’t see why a contract negotiation should be conflated with tech support or why I should have to pay to solve the issue.

I initiated a second call today for technical support and something was done remotely to the router. Sadly, the problems continue.

I don’t seem to be getting anywhere solving these problems. Does anyone know how I can escalate this matter?

Here are the network logs:

First Time	Last Time	Priority	Error Number	Description
01/02/2023 21:49:27 GMT	01/02/2023 21:49:27 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
01/02/2023 21:48:26 GMT	01/02/2023 21:48:26 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
01/02/2023 17:37:10 GMT	01/02/2023 17:37:10 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
01/02/2023 17:36:06 GMT	01/02/2023 17:36:06 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
01/02/2023 11:30:36 GMT	01/02/2023 11:30:36 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
01/02/2023 11:29:33 GMT	01/02/2023 11:29:33 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out

Thanks

[jbrennand]

Lets see the connection data - can you do this...
______________________________________

Log in to the Hub and then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page (see if they are different to above).

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
___________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Tony_New_York]

I can only get 1 table from the downstream and 1 from the upstream. I don't know if I've mentioned this before, but I have a Super Hub 2.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	139000000	147000000	155000000	163000000	171000000	179000000	187000000	195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	3.80	2.62	2.19	2.66	2.80	2.71	2.48	2.21
RxMER (dB)	37.36	36.84	36.84	36.61	37.64	37.36	37.09	37.09
Pre RS Errors

1157	1396	702	874	439	433	428	339
Post RS Errors

293

334

301

296

276

320

301

277

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	1	2	3	4
Frequency (Hz)	49600000	43100000	36600000	30100000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	46.00	46.00	44.50	43.50
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	4	0	0	0
T4 Timeouts	0	0	0	0

Network Log

First Time	Last Time	Priority	Error Number	Description
03/02/2023 01:00:42 GMT	03/02/2023 01:00:42 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
03/02/2023 00:59:53 GMT	03/02/2023 00:59:53 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
03/02/2023 00:57:51 GMT	03/02/2023 00:57:51 GMT	Warning (5)	66050310	Auth Success - Web login successful.
02/02/2023 22:34:29 GMT	02/02/2023 22:34:29 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
02/02/2023 22:33:38 GMT	02/02/2023 22:33:38 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
02/02/2023 22:31:26 GMT	02/02/2023 22:31:26 GMT	Warning (5)	66050310	Auth Success - Web login successful.
02/02/2023 13:58:54 GMT	02/02/2023 13:58:54 GMT	Error (4)	68010302	DHCP WAN IP - 80.193.40.177
02/02/2023 13:57:52 GMT	02/02/2023 13:57:52 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out

Thanks for your help. I'll look into the broadband quality monitoring that you have suggested.

[Chris_W1]

Hi Tony_New_York, thanks for the message and welcome to the forums. 

I m sorry to hear that you are having issues with the connection, can you do a reboot please. 

Would you also be able to send me over the BQM so that this can be looked into further. 

How is the service at the moment? 

Kind regards, Chris. 

[Tony_New_York]

Hi Chris_W1

Thanks for your welcoming message.

We've been rebooting the Super Hub quite regularly to get things working again. My brother works from home, so he relies on it more than the rest of us. He says there are good days when the connection is working well and bad days when he has to reboot the router because either the speed has dropped right down or devices have been kicked off.

jbrennand helpfully suggested that I should setup a broadband quality monitor in the thinkbroadband website, but the monitor wasn't working until I changed a setting in the Super Hub.

I have copied and pasted the direct link to the live graph. Is this the data you were asking for?

Thanks for your help.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35a74b45ea7c4dcfb133ce848beb3f9b4a... 

[Ilyas_Y]

Thanks for the reply @Tony_New_York on the forums.

May I ask if you're able to perform a factory reset on the VM Hub and then share the data from the BQM graph post reset, for the next 24 hours.
Pop a pin in the reset pin hole, located at the back or underneath the hub, for 40 seconds.
Let us know.

Kind regards,
Ilyas.

[Tony_New_York]

Hello Ilyas

Thanks for taking an interest in this issue.

I reset our VM Super Hub to factory settings yesterday morning at about 11:30. I will now share yesterday's and today's BQM graphs.

Please let me know your thoughts.

Thank you.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b0b41b565b31a2f995d157021b4dca01cc... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bf4cbcc78feda6871198800be8866c04c5... 

[Ashleigh_C]

Hi there @Tony_New_York 

We are so sorry to hear that you are still facing issues after the reboot, I have taken a look and I can see that there is currently an outage in your area. 

This is due to be resolved February 20th at 5.20pm. Are you able to let us know then how things are looking? 

Thanks again. 

[Tony_New_York]

Hello Ashleigh_C

Thank you for your message.

We've been monitoring the service since 5:20 yesterday when you say the outage should have cleared (not that we saw any issues listed in the Virgin Media website) but we are still having problems.

We continue to have to reboot the Super Hub 2 almost daily because either the speed drops down or our devices get disconnected. We've been methodically and patiently following helpful advice from people in this forum and we are still having the same issues. Is it possible that the issue could be the Super Hub 2 rather than the broadband connection to our house?  When I first reported these issues by phone, I was told that my current Super Hub 2 is obsolete.

So as it stands, I'm paying £55 a month for a service which isn't working very well and to date the only solution offered is that I pay to upgrade it. Doesn't make me feel good about being a VM customer.

Do you have any further advice?

Thank you

[Ashleigh_C]

I'm so sorry to hear that these issues have continued @Tony_New_York and thank you for popping back to us. 

I can see that the outage has been extended to the 27th of February at 5.20pm. I am so sorry to hear that this has been extended, but are you able to let us know how things are looking after this time?