Virgin Media Community

[wilson1111]

After speaking to Virgin numerous times over the last 8 months, our wifi is no better. We pay for speeds of 200 and hardly ever see that. WE also have dropouts often. I have split the wifi into two which was working better until last week. New hub sent on Sat, and similar problems ever since. 

I have restarted and factory reset countless times with no avail, so I am hesitant to factory reset again as it involves a lot of admin of re-connecting devices/splitting wifi up again.

The other problem is that wifi connect app still thinks we are on our previous hub, and I can't seem to connect to the current one. 

This is affecting my work and I am losing income because of it. 

Here are the reports that other people seem to give - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08437cc9810e63b8c3b01e44b6dacf192abbcff3

[tehwolf]

Rather than posting screenshots, can you select the data and copy/paste it in here - there's quite a lot missing from what you've posted. Need  the Upstream, Downstream and Network Log tabs.

There is an obvious problem in what you have already posted though - all four upstream channels are only negotiating at 16QAM - they should all be 64 - this will be having a significant impact on your upload speeds.. 

your BQM also doesn't look very healthy, but it's not a typical overutilisation graph - I'm not well versed enough in the possible causes of a BQM to look like that though, so need someone who knows more about interpreting BQMs and how/why a VM connection would generate a graph that looks like that - there are other community members that can do that - hopefully they'll spot this thread and comment - but if not, VM should be along within a few days to respond.. in the meantime, get the rest of the data posted as that'll help narrow in on any other issues with the line.. 

[wilson1111]

Thank you for replying.

Here is info (I have deleted some of the Mac info from the network log as I believe you're not supposed to post that?)

Downstream bonded channels

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

1	402750000	0	38	256 qam	30
2	202750000	0.9	38	256 qam	9
3	210750000	0.7	38	256 qam	10
4	218750000	0.5	38	256 qam	11
5	226750000	0.2	38	256 qam	12
6	234750000	0	38	256 qam	13
7	242750000	-0.2	38	256 qam	14
8	250750000	-1	38	256 qam	15
9	258750000	-0.2	38	256 qam	16
10	266750000	0.2	38	256 qam	17
11	274750000	0.4	38	256 qam	18
12	282750000	0.5	40	256 qam	19
13	290750000	0.4	38	256 qam	20
14	298750000	0.7	38	256 qam	21
15	306750000	0.7	38	256 qam	22
16	314750000	0.7	38	256 qam	23
17	322750000	0.7	38	256 qam	24
18	330750000	0.9	40	256 qam	25
19	370750000	-0.5	38	256 qam	26
20	378750000	-0.4	38	256 qam	27
21	386750000	-0.4	38	256 qam	28
22	394750000	-0.2	40	256 qam	29
23	410750000	0	38	256 qam	31
24	418750000	0.2	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	83	0
2	Locked	38.9	110	0
3	Locked	38.9	393	460
4	Locked	38.9	52	825
5	Locked	38.9	55	609
6	Locked	38.6	332	109
7	Locked	38.6	479	393
8	Locked	38.9	252	86
9	Locked	38.9	257	57
10	Locked	38.9	256	18
11	Locked	38.9	175	6
12	Locked	40.3	74	0
13	Locked	38.9	86	0
14	Locked	38.9	103	0
15	Locked	38.9	72	0
16	Locked	38.9	49	0
17	Locked	38.9	47	0
18	Locked	40.3	51	0
19	Locked	38.9	90	0
20	Locked	38.9	69	0
21	Locked	38.9	65	0
22	Locked	40.3	68	0
23	Locked	38.9	63	0
24	Locked	38.9	59	0

Upstream:

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

1	39400042	47	5120	32 qam	4
2	53699908	47.8	5120	32 qam	2
3	46199653	47.2	5120	16 qam	3
4	32600909	47	5120	16 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[wilson1111]

Network Log

Time Priority Description

19/02/2021 15:04:19	notice	LAN login Success;CM-MAC=11:6f:4b:fb;CMTS-MAC=00:0:18:6d;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:29:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=18b=TS-MAC=00:6d;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 22:14:23	critical	No Ranging Response received - T3 time-out;CM-MAC=18: TS-MAC=00:01=;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:20:22	Warning!	RCS Partial Service;CM-MAC=1=fb;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 14:54:19	critical	No Ranging Response received - T3 time-out;CM-MAC=18:=CMTS-MAC=00:01:=8:6d;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:36:30	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=18:4b:fb;CMTS-MAC=00:01CM-QOS=1.1;CM-VER=3.0;
16/02/2021 13:20:20	critical	No Ranging Response received - T3 time-out;CM-MAC=18:35b;CMTS-MAC=00:01:5c:9;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 11:31:29	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=18b;CMTS-MAC=:9b:18:6d;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 00:03:9	critical	No Ranging Response received - T3 time-out;CM-MAC=18:4b:fb;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 00:02:29	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:3CMTS-MAC=00:01:;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 23:56:19	Warning!	Lost MDD Timeout;CM-MAC=18:35:dfb;CMTS-MAC=00:09b:18:6d;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 23:56:14	Warning!	RCS Partial Service;CM-MAC=18:4b:fb;CMTS-MAC=00:18:6d;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 23:56:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:3CMTS-MAC=00:0:18:6d;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 23:56:14	Warning!	RCS Partial Service;CM-MAC=18:fb;CMTS-MAC=00:01::6d;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 23:56:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:dMTS-MAC=00:01:6d;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 12:31:19	Warning!	RCS Partial Service;CM-MAC=1:4b:fb;CMTS-MAC=00:01;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 17:22:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=18:35:d1b;CMTS-MAC=0:6d;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 16:54:53	notice	LAN login Success;CM-MAC=18:b;CMTS-MAC=00::CM-QOS=1.1;CM-VER=3.0;
13/02/2021 16:24:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=1MTS-MAC=0-QOS=1.1;CM-VER=3.0;
13/02/2021 15:55:37	notice	SW download Successful - Via Config file

[wilson1111]

Hello Virgin? Anyone there? My download speeds have been better overall, but still dropping out to my mac very noticeably. My upload speeds are still poor at 2mb.

[jbrennand]

Upstream looks problematic.

Can you try this...

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Also that the 4 Up channels are at 64qam - rather than what they are at now. Also see if T3 errors reset to 0