Menu
Reply
NickC4555
  • 14
  • 1
  • 0
On our wavelength
208 Views
Message 1 of 26
Flag for a moderator

Faulty router, complete lack of support for the problem from Virgin Media

For the last three months my internet connection drops out for a few minutes 2 to 3 times a day. Not the wi-fi, the internet connection. I have tested this by disconnecting all other equipment and using a wired connection to the router, it is definitely that piece of equipment causing the problem. There are no local service issues.

The faults team have told me there is nothing they can do unless I contact them while it is offline. Given that it takes at least 10 minutes to speak to an engineer and the fault only lasts for about 3 minutes at a time, that is a physical impossibility, but no matter how many times I explained this, I got the same reply: there is nothing they can do. I thought the cancellations team might have more leverage, but no, it seems Virgin Media doesn't care about losing a £58 a month internet account.

I have been with Virgin for over 4 years, subscribing to the most expensive service available throughout this time. This is the first time I have called support, I should be exactly the sort of customer the company would want to retain, but it seems not. The router is obviously faulty, it would be a simple task to replace it, but Virgin would rather lose the account than put one in the post. The lack of customer care is staggering, Virgin doesn't deserve to be in business with this attitude.

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
205 Views
Message 2 of 26
Flag for a moderator
Helpful Answer

Re: Faulty router, complete lack of support for the problem from Virgon Media

Ok lets see the connection data can you do this.
______________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... 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.
0 Kudos
Reply
NickC4555
  • 14
  • 1
  • 0
On our wavelength
195 Views
Message 3 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

Thanks for your reply. This is the data you requested.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 3 38 256 qam 1
2 147000000 2.7 40 256 qam 2
3 155000000 2.7 38 256 qam 3
4 163000000 2.5 40 256 qam 4
5 171000000 2.5 40 256 qam 5
6 179000000 2.5 40 256 qam 6
7 187000000 2.4 38 256 qam 7
8 195000000 2.4 40 256 qam 8
9 203000000 2.2 40 256 qam 9
10 211000000 2.2 38 256 qam 10
11 219000000 2.2 40 256 qam 11
12 227000000 2.2 40 256 qam 12
13 235000000 2.2 40 256 qam 13
14 243000000 2.2 40 256 qam 14
15 251000000 2.4 40 256 qam 15
16 259000000 2.4 40 256 qam 16
17 267000000 2.5 40 256 qam 17
18 275000000 2.5 40 256 qam 18
19 283000000 2.5 40 256 qam 19
20 291000000 2.5 40 256 qam 20
21 299000000 2.7 40 256 qam 21
22 307000000 2.5 40 256 qam 22
23 315000000 2.5 38 256 qam 23
24 323000000 2.5 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 0
2 Locked 40.3 6 0
3 Locked 38.9 6 0
4 Locked 40.3 7 0
5 Locked 40.3 4 0
6 Locked 40.3 6 0
7 Locked 38.9 6 0
8 Locked 40.3 6 0
9 Locked 40.3 6 0
10 Locked 38.9 4 0
11 Locked 40.3 6 0
12 Locked 40.3 6 0
13 Locked 40.3 6 0
14 Locked 40.3 7 0
15 Locked 40.3 3 0
16 Locked 40.3 7 0
17 Locked 40.3 6 0
18 Locked 40.3 6 0
19 Locked 40.9 7 0
20 Locked 40.3 7 0
21 Locked 40.3 7 0
22 Locked 40.3 6 0
23 Locked 38.6 6 0
24 Locked 38.9 9 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43.8 5120 64 qam 6
2 46200000 43.8 5120 64 qam 5
3 32600000 44 5120 64 qam 7
4 25800000 43.8 5120 64 qam 8

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

Network Log

Time Priority Description

07/07/2021 14:09:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 11:01:9criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:28:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:28:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 10:28:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 03:46:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 12:56:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:47:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 00:56:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 17:44:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 12:56:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 16:03:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 00:56:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 09:27:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 12:56:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 05:32:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 00:56:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 03:57:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
lotharmat
  • 2.54K
  • 190
  • 462
Trouble shooter
173 Views
Message 4 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

All levels look fine but the log tells a different story!

Have you got a BQM set up?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
171 Views
Message 5 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

Every thing looks in order there.

Can you post the link to the Shared BQM asap.

Whilst doing that, you said that the ethernet connections are dropping whilst wifi connections are all fine - correct?

Is that on "several"" devices or just the one? On what device(s) are you testing that? Have you changed the ethernet cable to a new Cat6 one? It could be a faulty connection has occurred in the connector or in the device you are using - I have had a few of those in my time 🙂

--------------------
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.
0 Kudos
Reply
NickC4555
  • 14
  • 1
  • 0
On our wavelength
169 Views
Message 6 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

Could you please expand on "the log tells a different story!" for me, please?
0 Kudos
Reply
NickC4555
  • 14
  • 1
  • 0
On our wavelength
167 Views
Message 7 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
164 Views
Message 8 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media

See this thread

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

--------------------
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.
0 Kudos
Reply
lotharmat
  • 2.54K
  • 190
  • 462
Trouble shooter
164 Views
Message 9 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media


@NickC4555 wrote:
Could you please expand on "the log tells a different story!" for me, please?

Lot's of T3 errors that seem to be causing RCS (downstream) issues but downstream power and SNR / RxMER look spot on!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
jbrennand
  • 23.86K
  • 2.53K
  • 4.33K
Very Insightful Person
Very Insightful Person
160 Views
Message 10 of 26
Flag for a moderator

Re: Faulty router, complete lack of support for the problem from Virgon Media


@NickC4555 wrote:

BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/view/d0d86a3ab36525617beb1c884cafbb19277...

Thanks for your help.


Not a link to the "share live graph" - its a link to your login page.


--------------------
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.
0 Kudos
Reply