Terrible range, help!

[tylerbxrnett]

Been with virgin since we moved into this flat last May and since day 1 the range is appauling. I don’t get any wifi signal in my bedroom (it’s not a huge flat by any means). Have invested in multiple wifi extenders (at the suggestion of virgin themselves…), recently setting up the netgear ac2200 (ex7700) and it’s been no help, and cost over £100. I’m honestly at the end of my tether here. I just want to play games online with my ps5 without having to be in my living room. Any ideas? This is driving me insane 

[Tudor]

Could possibly be an incoming signal issue. Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[tylerbxrnett]

Downstream bonded channels

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

1	282750000	10	40	256 qam	19
2	138750000	13	38	256 qam	1
3	146750000	12.8	38	256 qam	2
4	154750000	12.4	38	256 qam	3
5	162750000	12	38	256 qam	4
6	170750000	12	38	256 qam	5
7	178750000	11.6	38	256 qam	6
8	186750000	11.5	38	256 qam	7
9	194750000	11.1	40	256 qam	8
10	202750000	10.9	38	256 qam	9
11	210750000	10.5	38	256 qam	10
12	218750000	10.3	38	256 qam	11
13	226750000	10.1	38	256 qam	12
14	234750000	9.5	38	256 qam	13
15	242750000	9	38	256 qam	14
16	250750000	8.1	38	256 qam	15
17	258750000	6.6	38	256 qam	16
18	266750000	8.6	38	256 qam	17
19	274750000	9.9	40	256 qam	18
20	290750000	10.5	40	256 qam	20
21	298750000	11.1	38	256 qam	21
22	306750000	11.4	40	256 qam	22
23	314750000	11.4	40	256 qam	23
24	322750000	11.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	37	0
2	Locked	38.6	53	0
3	Locked	38.9	43	0
4	Locked	38.9	35	0
5	Locked	38.9	40	0
6	Locked	38.6	40	0
7	Locked	38.6	25	0
8	Locked	38.9	24	0
9	Locked	40.3	12	0
10	Locked	38.9	18	0
11	Locked	38.9	30	0
12	Locked	38.9	23	0
13	Locked	38.9	30	0
14	Locked	38.6	30	0
15	Locked	38.9	51	0
16	Locked	38.6	63	0
17	Locked	38.9	324	0
18	Locked	38.9	62	0
19	Locked	40.3	21	0
20	Locked	40.3	37	0
21	Locked	38.9	35	0
22	Locked	40.3	35	0
23	Locked	40.3	26	0
24	Locked	40.3	15	0

[tylerbxrnett]

Upstream bonded channels

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

1	43100000	36.8	5120	64 qam	10
2	23600000	35.5	5120	64 qam	13
3	30100000	35.8	5120	64 qam	12
4	36600000	36.5	5120	64 qam	11
5	49600000	37	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	1	0

[tylerbxrnett]

Network Log

Time Priority Description

01/10/2022 14:25:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2022 14:25:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 02:11:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2022 22:59:8	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2022 13:19:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2022 13:19:14	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:46:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:46:34	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:45:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:45:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:44:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:44:30	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:43:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:43:42	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:42:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:42:56	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:41:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:41:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:41:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2022 14:41:32	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Maybe a jammer in your area try channels 13 on 2.4G and 52 on 5G

I wire would be better

[Tudor]

Downstream power is too high on 17 of the channels. Unless there is an area fault your will require 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 status, but this is not recommended.

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

If no faults found:

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

[JP4576]

Buy a long ethernet cable, better speed through wired connection, more stable. Plus you get more accurate diagnostic results when doing a speed test whilst using a wired connection. Wired is best for gaming, but sometimes game lag comes down to other factors outside the control of you ISP.

[Kath_F]

Hi tylerbxrnett,

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your broadband. From the stats you've posted, it certainly looks as though we need to check things further. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,