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eterna
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Virgin 350, not loading .com sites, slow

Hi everyone, 

Since I've signed up for Virgin M350, it was fast for maybe a month, then the speed was never higher than 230Mbps connected via ethernet cable, usually 80Mbps. But for last two days it got even worse. Since yesterday I can't open most .com sites and many others, google de works fine, but google com is not loading. Checked on 2 different pc via ethernet cable, 2 mobiles via wi-fi. It's not loading on any. Due to same problem I can't sign in to my virgin account, virgin site is loading but when trying to sign in nothing happens. I phoned 150, done all that advisor wanted me to, then he hang up, but the problem is still not solved. I've checked all the drivers, restarted hub, pc, checked for malware, every advice I could find, I tried it. But I have no knowledge how to fix it. Also weird thing, my hub is showing sometimes my wi-fi devices (I've got some wi-fi plugs and thermometers ) as cable devices, I don't know if it's a part of the problem or not.

Any idea what else I can do?

I was trying to copy here my hub network log but it shows me to correct highlighted errors. 

That's from Wednesday to Saturday.

eterna_0-1657394110649.png

 

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eterna
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Re: Virgin 350, not loading .com sites, slow

 

Time Priority Description

09/07/2022 18:13:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:13:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:05:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 17:55:5Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 17:01:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 19:20:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 02:27:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 23:55:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 16:28:21noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 16:28:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 03:09:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 15:34:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 15:34:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 10:15:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2022 22:30:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2022 22:30:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 11:06:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 01:28:37noticeNOTICE 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;
16/06/2022 03:54:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 19:38:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Cardiffman281
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Message 3 of 9
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Re: Virgin 350, not loading .com sites, slow

Post your upstream and downstream stats. 

Try a 30 second pinhole reset of the hub with no ethernet connection. 

Once done make sure no vpn is enabled and check whether VM child safe is on. Try different browsers and using incognito browsing. 

eterna
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Re: Virgin 350, not loading .com sites, slow

Thanks, I've done 30s reset without any ethernet cable in. No VPN, no child protection, 3 different browsers, incognito, 2 pc, ethernet and mobile all same, not able to reach google com. For example reddit even if starting to load is just half done and can't be browsed. I'm not sure why some pages load successfully and some not. still can't sign in to virgin media account.

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

15370000237.7512064 qam2
23939999837.8512064 qam4
34620000037.8512064 qam3
46029999137.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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

13310000000.240256 qam25
22030000001.540256 qam9
32110000001.440256 qam10
42190000001.440256 qam11
52270000001.240256 qam12
62350000001.240256 qam13
72430000000.940256 qam14
82510000000.740256 qam15
92590000000.540256 qam16
102670000000.540256 qam17
112750000000.240256 qam18
122830000000.240256 qam19
13291000000040256 qam20
142990000000.240256 qam21
153070000000.240256 qam22
163150000000.240256 qam23
173230000000.240256 qam24
183390000000.240256 qam26
193470000000.440256 qam27
203550000000.240256 qam28
213630000000.240256 qam29
22371000000040256 qam30
23379000000040256 qam31
24387000000040256 qam32



Downstream bonded channels

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

1Locked40.340
2Locked40.340
3Locked40.350
4Locked40.350
5Locked40.340
6Locked40.360
7Locked40.340
8Locked40.300
9Locked40.350
10Locked40.300
11Locked40.950
12Locked40.950
13Locked40.3120
14Locked40.350
15Locked40.340
16Locked40.350
17Locked40.950
18Locked40.340
19Locked40.330
20Locked40.960
21Locked40.950
22Locked40.360
23Locked40.350
24Locked40.300

 

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legacy1
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Message 5 of 9
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Re: Virgin 350, not loading .com sites, slow

see if changing DNS on your device to 194.168.4.123 or 194.168.8.123 helps
---------------------------------------------------------------
Cardiffman281
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Message 6 of 9
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Re: Virgin 350, not loading .com sites, slow

Hub stats look okay to me. 

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eterna
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Re: Virgin 350, not loading .com sites, slow

I'm just a pc user, zero knowledge about network etc, so I hope I've done it correctly, I've changed DNS in Internet Protocol Version 4 (TCP/IPc4), tried both 194.168.4.123 and 194.168.8.123. But still same. google com and lot other websites are unreachable. some are working just fine.

Virgin was having some local maintenance on Friday, but they said it's all done and everything is fine on their side. Maybe I should just wait until Monday, maybe it isn't fixed on their side.

eterna_0-1657403680793.png

 

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Kath_F
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Re: Virgin 350, not loading .com sites, slow

Hi eterna, 

Thanks for your post and welcome to the Forums. It's great having you on board with us although we are sorry to hear you're having an issue with your services. 

Taking a look at things this end, our diagnostics on your home network and Hub have not found any issues that could account for issues you're seeing. There are no open faults or maintenance ongoing in your area either. 

I can see there is a very large number of devices connected to the hub and that you're using a third party device to be able to connect more devices. 

Can you please remove the ethernet cables, and turn the hub off, one off reconnect 1 ethernet cable and plug the other end directly in to a PC that's been set up in safe mode with networking. Turn the hub back on and check to see how the connection is then. 

It's also worth making sure you get a new ethernet cable as the ones you currently have are 100mb cables. You should have a minimum of of a Cat 6 cable for the package you are on. 

Keep us posted on how things go. 

Thanks, 

Kath_F
Forum Team




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eterna
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Re: Virgin 350, not loading .com sites, slow

Thank you for all the replies and help. Problem solved. Apparently it was the ongoing maintenance, as on Sunday 9pm sharp everything went back to normal, no more dropped packets. Monday morning I received an email that they finished essential works on the network and I can hop back online.  

Once again thanks to everyone