on 18-02-2023 16:52
Good AFternoon, having issues with internet for over 4 weeks now, download speeds are terrible under 50mb/s even though contract is 350mb/s. doe various trouble shooting, from virgin help page. changed 2 different etheret cables nothing(these cables works fine tested on 2 different internets) wifi have same terrible speeds, can't be fault in cable. services shows in area all is OK. Router is updated to latest version. got router stats below to look at. had a read forum with similar readings some posts wre answered by admins saying there is issue in line and engineer needs to be called out, will that be the same in my case?
1 | 227000000 | -1.2 | 31 | 256 qam | 12 |
2 | 139000000 | -1.4 | 35 | 256 qam | 1 |
3 | 147000000 | 0 | 34 | 256 qam | 2 |
4 | 155000000 | -1 | 32 | 256 qam | 3 |
5 | 163000000 | -0.2 | 33 | 256 qam | 4 |
6 | 171000000 | 0 | 32 | 256 qam | 5 |
7 | 179000000 | 0.2 | 31 | 256 qam | 6 |
8 | 187000000 | 0.2 | 33 | 256 qam | 7 |
9 | 195000000 | -0.4 | 33 | 256 qam | 8 |
10 | 203000000 | -0.5 | 34 | 256 qam | 9 |
11 | 211000000 | -1.9 | 34 | 256 qam | 10 |
12 | 235000000 | 0 | 36 | 256 qam | 13 |
13 | 243000000 | -0.5 | 36 | 256 qam | 14 |
14 | 251000000 | 0.4 | 36 | 256 qam | 15 |
15 | 259000000 | -0.5 | 36 | 256 qam | 16 |
16 | 267000000 | 0.5 | 37 | 256 qam | 17 |
17 | 275000000 | -0.7 | 36 | 256 qam | 18 |
18 | 283000000 | 1.4 | 37 | 256 qam | 19 |
19 | 291000000 | 0.4 | 36 | 256 qam | 20 |
20 | 299000000 | 2 | 37 | 256 qam | 21 |
21 | 307000000 | 1.2 | 37 | 256 qam | 22 |
22 | 315000000 | 2.5 | 37 | 256 qam | 23 |
23 | 323000000 | 1.9 | 37 | 256 qam | 24 |
1 | Locked | 31.4 | 1146076948 | 4492998 |
2 | Locked | 35.5 | -1632216785 | 1653158 |
3 | Locked | 34.4 | -988745220 | 20311712 |
4 | Locked | 32.3 | 513297078 | 22800983 |
5 | Locked | 34 | -272805929 | 37624164 |
6 | Locked | 32.6 | -1252651251 | 9133825 |
7 | Locked | 31.9 | 715207747 | 11391498 |
8 | Locked | 33.4 | 1077588358 | 10165843 |
9 | Locked | 33.4 | -1720394460 | 6773123 |
10 | Locked | 34.3 | -722390485 | 121600 |
11 | Locked | 34.3 | -1564214845 | 328496 |
12 | Locked | 36.3 | 109567579 | 50601 |
13 | Locked | 36.3 | 82054935 | 45773 |
14 | Locked | 36.3 | 2130608163 | 39680 |
15 | Locked | 36.6 | 61995866 | 43249 |
16 | Locked | 37.3 | 29685466 | 38654 |
17 | Locked | 36.3 | 26595802 | 47114 |
18 | Locked | 37.3 | 21613159 | 63082 |
19 | Locked | 36.6 | 19414057 | 47037 |
20 | Locked | 37.6 | 12824811 | 30538 |
21 | Locked | 37.6 | 8798833 | 24528 |
22 | Locked | 37.6 | 5552605 | 25883 |
23 | Locked | 37.3 | 8246160 | 16830 |
Time Priority Description
18/02/2023 16:40:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 16:37:4 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 16:36:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 16:36:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 13:08:3 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 12:57:23 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/02/2023 12:57:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:37 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:37 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:29 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:20 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:21:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:20:6 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:20:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:20:1 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:20:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:19:49 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/02/2023 17:19:40 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
can someone help, is there anything else i can do or try to convince Vrigin customer service team that they are wrong and there is issue outside my cables and routers!?
Thanks
19-02-2023 10:15 - edited 19-02-2023 10:24
Looking at the Downstream channels huge numbers of Pre RS and Post Rs errors have been recorded. Some of the Downstream SNR values are 33 and below which is below the preferred range.
Looking at the Upstream channels only 2 are connected (where 4 or 5 are normal) and the Power level the Hub 3 is transmitting at is too high well above the normal level. The Hub is working very hard to be heard at the street cabinet.
Check for a known local fault on 0800 561 0061
Failing that a Virgin Media engineer will needed to address the signal levels & SNR issues.
on 21-02-2023 11:29
Hi Bebb,
Thanks for using the forums to get this issue with your broadband connection looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.
I have already checked your services on my side and I can see that your Hub's channels are way out of spec, which means an engineer is needed to visit your home.
I can get this booked in for you over a PM 👨🔧 Which I'll gladly send over now!
Speak to you soon.
Thanks,
Megan_L