Bad internet after Stream install

[Mossyboy88]

Hello everyone 

I have been with Virgin Media for about 7 years with no problems.
A few weeks back just before Christmas I had the new Virgin Stream box added to my package. 

Which also came with a New Hub 3, got it all set up and working but now Internet is now really bad it’s intermitting. To the point I’m having to use 4g on my phone. And no point even watching the steam box as it’s always buffering.

I first thought it was due to everyone being home for Christmas with Virgin having very heavy use but it’s still happening now.

The hub is also showing a yellow light don’t know if that means anything. I did do the tests but comes up no faults found. 

Any help would be great.

Thank you 

[Tudor]

Yellow LED is fine, just it’s ageing due to cheap components. Please post some stats.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Mossyboy88]

Downstream bonded channels

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

1	138750000	4.3	40	256 qam	1
2	146750000	4.5	40	256 qam	2
3	154750000	4.5	40	256 qam	3
4	162750000	4.4	40	256 qam	4
5	170750000	4.3	40	256 qam	5
6	178750000	4	40	256 qam	6
7	186750000	4.1	40	256 qam	7
8	194750000	4	40	256 qam	8
9	202750000	4	40	256 qam	9
10	210750000	3.9	40	256 qam	10
11	218750000	3.7	40	256 qam	11
12	226750000	3.2	40	256 qam	12
13	234750000	2.9	40	256 qam	13
14	242750000	2.5	40	256 qam	14
15	250750000	2.7	40	256 qam	15
16	258750000	2.9	40	256 qam	16
17	266750000	3	40	256 qam	17
18	274750000	3	40	256 qam	18
19	282750000	3.2	40	256 qam	19
20	290750000	3.5	40	256 qam	20
21	298750000	3.4	40	256 qam	21
22	306750000	3.2	40	256 qam	22
23	314750000	3	40	256 qam	23
24	322750000	3.4	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	87	0
2	Locked	40.3	38	0
3	Locked	40.9	19	0
4	Locked	40.3	96	0
5	Locked	40.3	62	0
6	Locked	40.3	37	0
7	Locked	40.3	47	0
8	Locked	40.9	37	0
9	Locked	40.3	42	0
10	Locked	40.3	38	0
11	Locked	40.9	27	0
12	Locked	40.9	73	0
13	Locked	40.9	42	0
14	Locked	40.9	55	0
15	Locked	40.9	45	0
16	Locked	40.3	66	0
17	Locked	40.3	123	0
18	Locked	40.9	34	0
19	Locked	40.9	54	0
20	Locked	40.9	39	0
21	Locked	40.3	68	0
22	Locked	40.3	33	0
23	Locked	40.9	56	0
24	Locked	40.9	36	0

[Mossyboy88]

Upstream bonded channels

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

1	49600000	46.5	5120	64 qam	1
2	36600000	45.8	5120	64 qam	3
3	43100000	46.3	5120	64 qam	2
4	30100000	45.5	5120	16 qam	4
5	23600000	45	5120	32 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Mossyboy88]

Network Log

Time Priority Description

09/01/2023 17:24:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2023 17:24:2	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2023 03:23:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2023 23:30:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2023 18:48:53	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;
04/01/2023 14:16:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 15:08:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2022 21:39:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2022 19:34:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2022 06:24:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 21:41:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2022 17:55:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 21:41:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 17:15:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2022 09:41:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 15:43:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2022 21:41:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2022 19:42:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thank you for the reply hopefully this is the rig by info

[legacy1]

Might be a bad splitter are you able to test the hub without?

[Mossyboy88]

I only have broadband so no spitter installed 

[legacy1]

Was thinking the Virgin Stream box needed a connection coax

setup a BQM
https://www.thinkbroadband.com/broadband/monitoring/quality

[Robert_P]

Hello Mossyboy

Sorry to hear of the broadband issues experienced, we understand the frustration and appreciate you raising this via the forums and providing all of the details.

From looking into the connection and equipment there is currently an area issues under ref F010388354, this is an SNR (Signal Noise Ratio) issue which will be causing the current problems. The estimated fix date for this is 18th January 2023 at 11.35am. Our engineers will be working hard to fully resolve this as quickly as possible.

Rob

[Mossyboy88]

Thank you Rob for letting me know hopefully this will resolve it once sorted.