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lkbabies
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virgin media intermittent issues

virgin media intermittent issues - Spoke to VM c/s - about this constant disconnections. The c/s guy mentioned about that recently policy changed and we can not connect more than 5 because i have only 100mb speed. not sure when this new policy come up and the guy , the way he mentioned that felt like i have lowest speed package in this world. that's why i have these issues. what sad thing is 100mb package is least one looks like VM consider. looks time to move on to another.

No basic respect when they talk to customer. I have to blast him to stop talking or using sentence "only 100mb speed package". he mentioned this few times and could not tolerate repeatedly saying  this "only 100mb speed package".

Any advice or suggestions to sort out this as i need to connect 7 - 8 devices at a time as kids on Uni with online classes. they use lot, can not tell anything to them. 

Thank you in advance. felling shame with VM after being with them since 2007.

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Adduxi
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Message 2 of 16
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Re: virgin media intermittent issues

Never heard such nonsense.  I'm on the 100mb package and have no problems with my devices.  I do use my own wifi kit however, but have never had capacity issues despite having many IoT devices around the house and the usual mix of phones and other kit.

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Andrew-G
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Message 3 of 16
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Re: virgin media intermittent issues

I agree with Adduxi, you've been told complete rubbish by somebody who doesn't know what they're talking about.

If you're getting intermittent disconnections then we might be able to assist.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log into separate replies.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  If all those are good, we can move on to other possible causes.

 

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jbrennand
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Message 4 of 16
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Re: virgin media intermittent issues

As Adduxi says - they are talking trash - do not upgrade.

Lets see if we can identify what you really need to do. So, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?

If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What Hub model is it (printed on base sticker) and what are the various Hub lights showing/doing when this happens?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
lkbabies
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Message 5 of 16
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Re: virgin media intermittent issues

DownStream

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

13310000002.937256 qam25
22030000003.537256 qam9
32110000003.237256 qam10
4219000000337256 qam11
5227000000337256 qam12
62350000002.937256 qam13
72430000002.737256 qam14
82510000002.937256 qam15
92590000002.937256 qam16
102670000002.937256 qam17
11275000000337256 qam18
12283000000337256 qam19
132910000002.737256 qam20
14299000000337256 qam21
15307000000338256 qam22
163150000002.737256 qam23
17323000000338256 qam24
183390000002.738256 qam26
193470000002.937256 qam27
20355000000338256 qam28
213630000002.538256 qam29
223710000002.738256 qam30
233790000002.938256 qam31
243870000002.538256 qam32



Downstream bonded channels

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

1Locked37.640
2Locked37.660
3Locked37.360
4Locked37.660
5Locked37.660
6Locked37.680
7Locked37.670
8Locked37.690
9Locked37.660
10Locked37.670
11Locked37.660
12Locked37.650
13Locked37.670
14Locked37.660
15Locked38.660
16Locked37.650
17Locked38.660
18Locked38.640
19Locked37.670
20Locked38.650
21Locked38.950
22Locked38.650
23Locked38.660
24Locked38.600

 

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lkbabies
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Message 6 of 16
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Re: virgin media intermittent issues

Upstream 

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

13259999143.3512064 qam5
23940002143.8512064 qam4
34620002445.3512064 qam3
45370000246.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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lkbabies
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Message 7 of 16
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Re: virgin media intermittent issues

Network Log

Time Priority Description

14/06/2021 08:31:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:26:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:25:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:25:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:25:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:24:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:23:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:22:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 11:22:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 8 of 16
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Re: virgin media intermittent issues

Stats look OK - not sure about the Logs.

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
lkbabies
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Message 9 of 16
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Re: virgin media intermittent issues

Thank you for prompt reply - I only connect using Wi-Fi, no ethernet cable connected to any device except router Hub 3. we connect 6 devices at a time plus doorbell and 2 Alexa devices, spoke to VM c/s, they reset router 45 days back. since then everyday morning i switch off once got up just make it free in case any issues. today i could not hold anymore as all my team calls missed and my daughters had same issues. so i have to use mobile hot spot.

Thank you for your help in advance

Rao

 

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lkbabies
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Message 10 of 16
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Re: virgin media intermittent issues

Hi, Thank you for your quick response - i have posted all info as mentioned 

Thank you

RAO

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