Virgin Media Community

[acme15]

Hello everyone,

Sorry to have to make a thread like this but I have been unable to work from home using my fiber broadband for the past two days, I have had to upgrade my phone contract to unlimited data so that I can tether to that and work!

My download speed is fluctuating wildly, if I do 5 speed-tests in a row they might come back at 170mb/s, 40mb/s, 12mb/s, 30mb/s, 75mb/s, but for the most part the download part of the connection is still 'usable' 90% of the time.

My upload speed is permanently below 1mb/s, usually hovering between 0.02mb/s and 0.50mb/s.

I have tried all the normal things but to eliminate any doubt I'll list them here:

- Three wireless devices
- Three wired devices
- Three or more network cables
- All network ports on the hub
- Turning the hub off for a few minutes and turning it back on
- Resetting the hub from the admin panel
- Resetting the hub from the pinhole

I phoned Virgin media yesterday and I was told there is a short term issue and they assure me it will be resolved by tomorrow (now today)

I phoned again today, and spoke to someone who told me there is nothing wrong with my equipment, so it must be a network cable, and he will send me one... Upon telling him this is not an acceptable resolution (I had already told him everything I've tried) he said he would raise a complaint and someone will contact be within 36 hours.

I can see these errors on the hub, multiples of each, all from today. The error list is maxxed out:

Critical - No Ranging Response received - T3 time-out
Warning - RCS Partial Service
Critical - SYNC Timing Synchronization failure - Loss of Sync

Any assistance? Other numbers I can try? Any representatives active on the forum who can contact me to offer assistance?

While the 4G does mean I am able to work, it isn't ideal because it is quite sluggish. I am also now paying an extra £10 a month on my phone contract simply because it seems Virgin Media cannot provide the service I pay them for at the moment.

[tehwolf]

set up a BQM once done, locate the "Live Graph" and create a "sharing link" - post that back here. 

next up, browse to your hub on http://192.168.0.1 - don't log in - click on Router Status and copy/paste the tables from Upstream, Downstream and Network Log back to this thread, you'll need to split it across multiple posts..

[acme15]

I have also checked that all coaxial connections are done up snugly, just in case someone asks that.

https://i.imgur.com/4VmCfwa.png

Its supposed to be a 100mb connection.

[acme15]

OK I will thankyou. Bear with me!

[acme15]

Network Log

Time Priority Description

16/02/2021 21:48:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 20:27:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 20:24:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:04:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:54:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:51:38	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:48:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:47:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:46:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:46:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:36:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:24:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:21:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:20:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:08:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:05:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:03:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 12:28:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[acme15]

Downstream bonded channels

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

1	138750000	3	38	256 qam	1
2	146750000	3.2	38	256 qam	2
3	154750000	3.5	38	256 qam	3
4	162750000	3.9	38	256 qam	4
5	170750000	4	38	256 qam	5
6	178750000	4.1	38	256 qam	6
7	186750000	4.3	38	256 qam	7
8	194750000	4.5	38	256 qam	8
9	202750000	4.5	38	256 qam	9
10	210750000	4.6	38	256 qam	10
11	218750000	4.5	38	256 qam	11
12	226750000	4.5	38	256 qam	12
13	234750000	4.5	38	256 qam	13
14	242750000	4.4	38	256 qam	14
15	250750000	4.4	38	256 qam	15
16	258750000	4.5	38	256 qam	16
17	266750000	4.5	38	256 qam	17
18	274750000	4.5	38	256 qam	18
19	282750000	4.5	38	256 qam	19
20	290750000	4.5	38	256 qam	20
21	298750000	4.8	38	256 qam	21
22	306750000	4.9	38	256 qam	22
23	314750000	5	38	256 qam	23
24	322750000	5.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	135489	187983
2	Locked	38.9	224179	5461
3	Locked	38.9	220668	111637
4	Locked	38.9	134687	205669
5	Locked	38.9	29873	4
6	Locked	38.9	1468	18
7	Locked	38.6	1419	102
8	Locked	38.9	426	132
9	Locked	38.9	1339	90
10	Locked	38.6	1245	15
11	Locked	38.9	733	8
12	Locked	38.9	1270	0
13	Locked	38.9	276	0
14	Locked	38.9	481	0
15	Locked	38.9	188	0
16	Locked	38.9	73	0
17	Locked	38.9	8	0
18	Locked	38.9	8	0
19	Locked	38.9	8	0
20	Locked	38.6	8	0
21	Locked	38.6	7	0
22	Locked	38.9	6	0
23	Locked	38.6	12	0
24	Locked	38.9	2	0

[acme15]

Upstream bonded channels

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

1	53700000	49.8	5120	64 qam	1
2	46200000	49	5120	64 qam	2
3	32600000	49.3	5120	64 qam	4
4	39400024	49.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[acme15]

And finally the live link. Generated from my Dads computer which is connected directly to the hub. 

I am not using the connection on my own computer because the upload speed means I am unable to work, however he is fine because he just browses. I dont know how it works or if this makes any difference.  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f445571bec3581352be3323e2ff93b0e12...

[tehwolf]

perfect. it'll take a while for the BQM to populate with anything meaningful.. 

in the meantime though, whilst all of your upstream/downstream power stats look to be in spec, there are a lot of post-rs errors on the downstream.. in addition, the log is showing a lot of RCS partial service message, which indicates a channel drop.. when was the hub last rebooted? Might be worth rebooting again, checking that the error count has reset to 0 and see how quickly they accumulate. 

not sure why this would result in the 0 upload speeds you're seeing if I'm honest - the upstream channels look ok (the power level is at the top end of "normal" but it should be ok..) others who know more about this will, I'm sure comment, and  VM will hopefully stop by in a few days to comment too - suspect if you try to call them they'll take a look at the stats and tell you that everything is OK.. 

[acme15]

Thankyou. 🙂

I factory reset it about 3-ish hours ago, I assume that will have rebooted it too? If so, then. If not, yesterday evening.

I will reboot it again now and ensure the numbers reset to zero and then report back probably tomorrow at about 11:30, which is my lunch break.