Virgin Media Community

[bbbruce]

Hello

For the past month my connection has either slowed down completely or dropped out. After numerous calls to various call centre operatives it always ends the same.

"A setting is not correct and we just need to make a change, please restart or a complete reset."
This occasionally fixes it, but invariably it comes back and connection drops below 10Mb/s and it all starts again.

How do these settings come to be incorrect, I never changed anything?
If someone is making these changes and they are rubbish can they be removed from service.

I had no problems until February this year, except the occasional slowdown at about midnight.

I can't continue like this as I work from home if it can't be resolved I'm going to have to go elsewhere. Any help would be appreciated especially help that doesn't involve me having to completely reset this sub standard equipment.

[jbrennand]

OK I have just posted this on a similar post
________________________________

Firstly.....Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Secondly, can we check… 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/Hub related?

And what Hub model is it and what are the various Hub lights showing/doing when this happens?

Finally, post up more Hub data as per.....

..... copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, (& the Network Logs page). Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

And...

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[bbbruce]

Hi @jbrennand, thanks for the help.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4a4e14d8f5c2acbaa865711e440367ff0... 

Router is: Hub 3

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304

Issues are present on WiFi and LAN when they occur
Service Status at the time: No issues

Downstream bonded channels

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

1	387000000	0.5	40	256 qam	32
2	219000000	2.9	40	256 qam	11
3	227000000	2.9	40	256 qam	12
4	235000000	2.5	40	256 qam	13
5	243000000	2.4	40	256 qam	14
6	251000000	2	40	256 qam	15
7	259000000	1.7	40	256 qam	16
8	267000000	1.5	40	256 qam	17
9	275000000	1.5	40	256 qam	18
10	283000000	1.4	40	256 qam	19
11	291000000	1.5	40	256 qam	20
12	299000000	1.5	38	256 qam	21
13	307000000	1.2	40	256 qam	22
14	315000000	1	40	256 qam	23
15	323000000	0.9	40	256 qam	24
16	331000000	1	40	256 qam	25
17	339000000	1	38	256 qam	26
18	347000000	1.4	40	256 qam	27
19	355000000	1.2	40	256 qam	28
20	363000000	1.2	40	256 qam	29
21	371000000	0.9	40	256 qam	30
22	379000000	0.7	40	256 qam	31
23	523000000	-3.5	38	256 qam	33
24	531000000	-3.7	38	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	9994	0
2	Locked	40.3	327	0
3	Locked	40.3	508	22
4	Locked	40.9	558	17
5	Locked	40.9	509	0
6	Locked	40.3	733	0
7	Locked	40.9	1196	0
8	Locked	40.3	1455	0
9	Locked	40.9	1819	0
10	Locked	40.3	2331	0
11	Locked	40.9	2683	0
12	Locked	38.9	4331	0
13	Locked	40.3	4249	0
14	Locked	40.3	4376	0
15	Locked	40.3	4874	0
16	Locked	40.3	5405	0
17	Locked	38.9	6624	0
18	Locked	40.3	6901	0
19	Locked	40.3	5861	0
20	Locked	40.3	5963	0
21	Locked	40.3	8134	0
22	Locked	40.9	10221	0
23	Locked	38.9	150898	0
24	Locked	38.9	153139	0

Upstream bonded channels

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

1	32600021	41.5	5120	64 qam	13
2	39400012	41.5	5120	64 qam	12
3	46200004	41.5	5120	64 qam	11
4	53700039	43	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[bbbruce]

Network Log

Time Priority Description

24/03/2022 21:51:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2022 14:50:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2022 10:33:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 17:53:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 17:53:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 01:00:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2022 05:53:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2022 05:53:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 09:41:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 07:50:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 11:37:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 12:29:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 06:01:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 06:01:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2022 19:28:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 18:01:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 18:01:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2022 03:29:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 06:01:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 06:01:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[bbbruce]

I was looking at the mark as helpful button and accidentally clicked it marking it as closed but it currently isn't

[bbbruce]

I spoke to virgin eventually and managed to get someone in the UK.
They have put a 24hour monitor on my router and service.
The issue seemed to resolve itself after speaking to them, in fact it resolved itself during the call so not sure if that was related.

Service status at all times of issue: No problems
Router: Hub 3

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304

 

Downstream bonded channels

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

1	387000000	0.5	40	256 qam	32
2	219000000	2.9	40	256 qam	11
3	227000000	2.9	40	256 qam	12
4	235000000	2.5	40	256 qam	13
5	243000000	2.4	40	256 qam	14
6	251000000	2	40	256 qam	15
7	259000000	1.7	40	256 qam	16
8	267000000	1.5	40	256 qam	17
9	275000000	1.5	40	256 qam	18
10	283000000	1.4	40	256 qam	19
11	291000000	1.5	40	256 qam	20
12	299000000	1.5	38	256 qam	21
13	307000000	1.2	40	256 qam	22
14	315000000	1	40	256 qam	23
15	323000000	0.9	40	256 qam	24
16	331000000	1	40	256 qam	25
17	339000000	1	38	256 qam	26
18	347000000	1.4	40	256 qam	27
19	355000000	1.2	40	256 qam	28
20	363000000	1.2	40	256 qam	29
21	371000000	0.9	40	256 qam	30
22	379000000	0.7	40	256 qam	31
23	523000000	-3.5	38	256 qam	33
24	531000000	-3.7	38	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	9994	0
2	Locked	40.3	327	0
3	Locked	40.3	508	22
4	Locked	40.9	558	17
5	Locked	40.9	509	0
6	Locked	40.3	733	0
7	Locked	40.9	1196	0
8	Locked	40.3	1455	0
9	Locked	40.9	1819	0
10	Locked	40.3	2331	0
11	Locked	40.9	2683	0
12	Locked	38.9	4331	0
13	Locked	40.3	4249	0
14	Locked	40.3	4376	0
15	Locked	40.3	4874	0
16	Locked	40.3	5405	0
17	Locked	38.9	6624	0
18	Locked	40.3	6901	0
19	Locked	40.3	5861	0
20	Locked	40.3	5963	0
21	Locked	40.3	8134	0
22	Locked	40.9	10221	0
23	Locked	38.9	150898	0
24	Locked	38.9	153139	0

Upstream bonded channels

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

1	32600021	41.5	5120	64 qam	13
2	39400012	41.5	5120	64 qam	12
3	46200004	41.5	5120	64 qam	11
4	53700039	43	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[bbbruce]

Spoke to Virgin Tech in the UK finally this afternoon. They are monitoring my equipment and line for 24hours.
Strangely though not long after he said that everything rectified itself.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4a4e14d8f5c2acbaa865711e440367ff0... 

Router: Hub 3

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304

Lights during issue: Standard white/light yellow/champagne colour
Issue affects WiFi and LAN

Downstream bonded channels

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

1	387000000	0.5	40	256 qam	32
2	219000000	2.9	40	256 qam	11
3	227000000	2.9	40	256 qam	12
4	235000000	2.5	40	256 qam	13
5	243000000	2.4	40	256 qam	14
6	251000000	2	40	256 qam	15
7	259000000	1.7	40	256 qam	16
8	267000000	1.5	40	256 qam	17
9	275000000	1.5	40	256 qam	18
10	283000000	1.4	40	256 qam	19
11	291000000	1.5	40	256 qam	20
12	299000000	1.5	38	256 qam	21
13	307000000	1.2	40	256 qam	22
14	315000000	1	40	256 qam	23
15	323000000	0.9	40	256 qam	24
16	331000000	1	40	256 qam	25
17	339000000	1	38	256 qam	26
18	347000000	1.2	40	256 qam	27
19	355000000	1.2	40	256 qam	28
20	363000000	1.2	40	256 qam	29
21	371000000	0.9	40	256 qam	30
22	379000000	0.7	40	256 qam	31
23	523000000	-3.5	38	256 qam	33
24	531000000	-3.7	38	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	10374	0
2	Locked	40.9	331	0
3	Locked	40.3	519	22
4	Locked	40.9	575	17
5	Locked	40.3	522	0
6	Locked	40.3	754	0
7	Locked	40.3	1239	0
8	Locked	40.3	1511	0
9	Locked	40.9	1891	0
10	Locked	40.3	2418	0
11	Locked	40.3	2769	0
12	Locked	38.9	4476	0
13	Locked	40.3	4416	0
14	Locked	40.3	4557	0
15	Locked	40.3	5074	0
16	Locked	40.3	5636	0
17	Locked	38.6	6868	0
18	Locked	40.3	7176	0
19	Locked	40.3	6112	0
20	Locked	40.3	6192	0
21	Locked	40.9	8462	0
22	Locked	40.3	10643	0
23	Locked	38.9	156900	0
24	Locked	38.9	159271	0

Upstream bonded channels

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

1	32600021	41.5	5120	64 qam	13
2	39400012	41.5	5120	64 qam	12
3	46200004	41.5	5120	64 qam	11
4	53700039	43	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[bbbruce]

Spoke to a UK engineer this afternoon who put 24 hour monitoring on line and equipment.
Strangely after that problem rectified itself. Might be coincidence or not.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4a4e14d8f5c2acbaa865711e440367ff0... 

Router: Hub 3

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304

Service Status during fault: No issues

Lights during fault: Normal white/light yellow/champagne colour

Affects WiFi and Lan the same. 

[bbbruce]

Downstream bonded channels

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

1	387000000	0.5	40	256 qam	32
2	219000000	2.9	40	256 qam	11
3	227000000	2.7	40	256 qam	12
4	235000000	2.5	40	256 qam	13
5	243000000	2.4	40	256 qam	14
6	251000000	2	40	256 qam	15
7	259000000	1.7	40	256 qam	16
8	267000000	1.4	40	256 qam	17
9	275000000	1.4	40	256 qam	18
10	283000000	1.4	40	256 qam	19
11	291000000	1.4	40	256 qam	20
12	299000000	1.4	38	256 qam	21
13	307000000	1.2	40	256 qam	22
14	315000000	1	40	256 qam	23
15	323000000	0.7	40	256 qam	24
16	331000000	1	40	256 qam	25
17	339000000	1	38	256 qam	26
18	347000000	1.2	40	256 qam	27
19	355000000	1.2	40	256 qam	28
20	363000000	1.2	40	256 qam	29
21	371000000	0.7	40	256 qam	30
22	379000000	0.7	40	256 qam	31
23	523000000	-3.5	38	256 qam	33
24	531000000	-3.7	38	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	10566	0
2	Locked	40.9	334	0
3	Locked	40.3	523	22
4	Locked	40.3	583	17
5	Locked	40.3	530	0
6	Locked	40.3	769	0
7	Locked	40.3	1259	0
8	Locked	40.3	1540	0
9	Locked	40.3	1929	0
10	Locked	40.3	2458	0
11	Locked	40.3	2820	0
12	Locked	38.9	4561	0
13	Locked	40.3	4484	0
14	Locked	40.3	4631	0
15	Locked	40.3	5158	0
16	Locked	40.3	5760	0
17	Locked	38.9	6997	0
18	Locked	40.3	7286	0
19	Locked	40.9	6230	0
20	Locked	40.3	6295	0
21	Locked	40.9	8636	0
22	Locked	40.3	10815	0
23	Locked	38.6	159569	0
24	Locked	38.6	162015	0

Upstream bonded channels

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

1	32600021	41.5	5120	64 qam	13
2	39400012	41.5	5120	64 qam	12
3	46200004	41.5	5120	64 qam	11
4	53700039	43	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Ashleigh_C]

Hi there @bbbruce

Thank you so much for your post and welcome back to the community forums!

I'm so sorry to hear that you are facing this issue with your Hub and connection!

Can I ask how things are looking since yesterday and speaking with the engineer? Did they state that they would reach back out to you after this 24 hours? 

Thank you.