on 04-01-2022 13:19
For over a month my broadband has been running slower that that 600mb I am paying for . I have tried the obvious , turning on and off etc , but it has never been as bad as it is today . I’m back to wfh and only getting a fraction of the speed I am paying for … there are no reported service issues and have now been hanging on the phone for over an hour for any support . I am coming to the end of my contract so must be worth looking at other options out there . Anyone got any sensible ideas to get virgin to listen
on 05-01-2022 15:14
Hi , think Im there ... hope this makes some sort of sense ...
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 410250000 | 10.9 | 40 | 256 qam | 7 |
2 | 362250000 | 11.5 | 40 | 256 qam | 1 |
3 | 370250000 | 11.5 | 40 | 256 qam | 2 |
4 | 378250000 | 11.3 | 40 | 256 qam | 3 |
5 | 386250000 | 11 | 40 | 256 qam | 4 |
6 | 394250000 | 11 | 40 | 256 qam | 5 |
7 | 402250000 | 10.9 | 40 | 256 qam | 6 |
8 | 418250000 | 10.8 | 40 | 256 qam | 8 |
9 | 426250000 | 10.6 | 40 | 256 qam | 9 |
10 | 434250000 | 10.4 | 40 | 256 qam | 10 |
11 | 442250000 | 10.4 | 40 | 256 qam | 11 |
12 | 450250000 | 10 | 40 | 256 qam | 12 |
13 | 458250000 | 10 | 40 | 256 qam | 13 |
14 | 466250000 | 9.9 | 40 | 256 qam | 14 |
15 | 474250000 | 9.8 | 40 | 256 qam | 15 |
16 | 482250000 | 9.5 | 40 | 256 qam | 16 |
17 | 490250000 | 9.5 | 40 | 256 qam | 17 |
18 | 498250000 | 9.6 | 40 | 256 qam | 18 |
19 | 506250000 | 9.6 | 40 | 256 qam | 19 |
20 | 514250000 | 9.8 | 40 | 256 qam | 20 |
21 | 522250000 | 9.9 | 40 | 256 qam | 21 |
22 | 530250000 | 10 | 40 | 256 qam | 22 |
23 | 538250000 | 10.1 | 40 | 256 qam | 23 |
24 | 546250000 | 10 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 21 | 0 |
2 | Locked | 40.9 | 23 | 0 |
3 | Locked | 40.9 | 39 | 0 |
4 | Locked | 40.9 | 19 | 0 |
5 | Locked | 40.3 | 18 | 0 |
6 | Locked | 40.9 | 12 | 0 |
7 | Locked | 40.3 | 24 | 0 |
8 | Locked | 40.3 | 27 | 0 |
9 | Locked | 40.9 | 25 | 0 |
10 | Locked | 40.9 | 30 | 0 |
11 | Locked | 40.9 | 41 | 0 |
12 | Locked | 40.9 | 43 | 0 |
13 | Locked | 40.9 | 30 | 0 |
14 | Locked | 40.3 | 41 | 0 |
15 | Locked | 40.9 | 38 | 0 |
16 | Locked | 40.3 | 56 | 0 |
17 | Locked | 40.9 | 55 | 0 |
18 | Locked | 40.9 | 53 | 0 |
19 | Locked | 40.9 | 62 | 0 |
20 | Locked | 40.9 | 68 | 0 |
21 | Locked | 40.9 | 61 | 0 |
22 | Locked | 40.3 | 84 | 0 |
23 | Locked | 40.9 | 61 | 0 |
24 | Locked | 40.9 | 71 | 0 |
on 05-01-2022 15:15
Part 2
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 40.5 | 5120 | 32 qam | 4 |
2 | 46200000 | 41.3 | 5120 | 64 qam | 1 |
3 | 39400165 | 40.8 | 5120 | 64 qam | 2 |
4 | 32600078 | 40.8 | 5120 | 16 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 05-01-2022 15:18
Thanks for any help
Time Priority Description
04/01/2022 13:52:22 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 13:50:48 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/01/2022 04:28:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/2022 22:46:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/2022 15:59:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 06:32:48 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/12/2021 18:57:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/12/2021 06:32:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/12/2021 06:36:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/12/2021 18:32:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/12/2021 02:11:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 22:59:39 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:42:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:25:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:25:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:25:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:25:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:25:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:24:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 14:24:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0 |
on 05-01-2022 15:20
Hi again @coughandcath
I'm no expert in the broadband side, however I can see that your downstream levels are too high.
Also the upstream levels should all be 64QAM so something is amiss and I believe you'll need a tech visit to check everything
One of the more learned members will look at the thread and offer advice, and this will also probably be picked up in a day or two by a member of the Forum Team
on 05-01-2022 15:30
on 06-01-2022 10:31
The only problem is getting through to them now …. Gave up after an hour yesterday
on 06-01-2022 18:47
Another 90 mins onto VM and then disconnected their end … rubbish broadband and even worse customer service…
on 09-01-2022 11:39
Hi coughandcath,
Thank you for reaching out to us in our community and welcome back, sorry to see you still haven't been able to get your issue with slow Broadband resolved, I have run full checks our end and can see you have already spoken to us and a technician has been arranged, if you wish to cancel or reschedule this, you can d this via your Online account.
If you have any further queries or still need support with this, please do not hesitate to reach back out?
Regards
Paul.
on 09-01-2022 21:23
Thanks Paul , shame it’s was over 10 days for the visit !!
on 12-01-2022 12:30
@coughandcath. Really sorry for the delay in getting a technician out to you. Hopefully they will get this resolved.
I recommend double checking your online account for your appointments, if you want reschedule or cancel an appointment you can do by clicking on the red box. Let us know how you get on with your tech appointment and what they have advised.
Thanks,