Virgin 350, not loading .com sites, slow

[eterna]

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]

Time Priority Description

09/07/2022 18:13:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:13:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 18:05:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 17:55:5	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2022 17:01:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 19:20:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 02:27:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 23:55:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2022 16:28:21	notice	DHCP 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 16:28:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2022 03:09:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 15:34:10	notice	DHCP 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 15:34:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2022 10:15:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2022 22:30:23	notice	DHCP 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 22:30:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 11:06:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 01:28:37	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;
16/06/2022 03:54:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 19:38:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

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]

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

1	53700002	37.7	5120	64 qam	2
2	39399998	37.8	5120	64 qam	4
3	46200000	37.8	5120	64 qam	3
4	60299991	37.8	5120	64 qam	1

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	0	0

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

1	331000000	0.2	40	256 qam	25
2	203000000	1.5	40	256 qam	9
3	211000000	1.4	40	256 qam	10
4	219000000	1.4	40	256 qam	11
5	227000000	1.2	40	256 qam	12
6	235000000	1.2	40	256 qam	13
7	243000000	0.9	40	256 qam	14
8	251000000	0.7	40	256 qam	15
9	259000000	0.5	40	256 qam	16
10	267000000	0.5	40	256 qam	17
11	275000000	0.2	40	256 qam	18
12	283000000	0.2	40	256 qam	19
13	291000000	0	40	256 qam	20
14	299000000	0.2	40	256 qam	21
15	307000000	0.2	40	256 qam	22
16	315000000	0.2	40	256 qam	23
17	323000000	0.2	40	256 qam	24
18	339000000	0.2	40	256 qam	26
19	347000000	0.4	40	256 qam	27
20	355000000	0.2	40	256 qam	28
21	363000000	0.2	40	256 qam	29
22	371000000	0	40	256 qam	30
23	379000000	0	40	256 qam	31
24	387000000	0	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	4	0
2	Locked	40.3	4	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.3	4	0
6	Locked	40.3	6	0
7	Locked	40.3	4	0
8	Locked	40.3	0	0
9	Locked	40.3	5	0
10	Locked	40.3	0	0
11	Locked	40.9	5	0
12	Locked	40.9	5	0
13	Locked	40.3	12	0
14	Locked	40.3	5	0
15	Locked	40.3	4	0
16	Locked	40.3	5	0
17	Locked	40.9	5	0
18	Locked	40.3	4	0
19	Locked	40.3	3	0
20	Locked	40.9	6	0
21	Locked	40.9	5	0
22	Locked	40.3	6	0
23	Locked	40.3	5	0
24	Locked	40.3	0	0

[legacy1]

see if changing DNS on your device to 194.168.4.123 or 194.168.8.123 helps

[Anonymous]

Hub stats look okay to me. 

[eterna]

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.

[Kath_F]

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, 

[eterna]

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