Menu
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
607 Views
Message 1 of 40
Flag for a moderator

Broadband unable to support WFH

Hi All (and hopefully Virgin)

I've had problems with my internet connection for 2years now which I've managed by restarting, getting by with hotspotting on my phone etc. But not I'm unable to maintain a conversation with someone on a zoom call for >5mins before the connection fails. I pay for the fastest fibre package possible, have followed every tutorial available, have the most up to date hub, the hub is <10m from my laptop, I've checked for blackspots and there aren't any. I've called, rebooted etc innumerable times and the situation is only getting worse. 

I'd like a resolution to this ASAP or I will leave virgin media and not return. 

if someone in the forum can help, that would be amazing, but I'm really hoping virgin media can resolve this ASAP

Tags (2)
0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
603 Views
Message 2 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

We can have a look for any oddities in the stats.

0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
592 Views
Message 3 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Time Priority Description

27/08/2020 17:19:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 17:17:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 17:11:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 11:07:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 09:59:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 09:35:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 08:20:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 08:14:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 00:19:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 22:20:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:30:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 11:42:20ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 21:53:29ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 09:24:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 08:04:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 07:13:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 02:46:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2020 21:10:30ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2020 21:08:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2020 15:34:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.
0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
590 Views
Message 4 of 40
Flag for a moderator

Re: Broadband unable to support WFH

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

1323000000340256 qam24
21870000002.540256 qam7
31950000002.540256 qam8
42030000002.440256 qam9
52110000002.240256 qam10
62190000002.440256 qam11
72270000002.440256 qam12
82350000002.440256 qam13
92430000002.440256 qam14
102510000002.440256 qam15
112590000002.540256 qam16
122670000002.740256 qam17
132750000002.940256 qam18
142830000002.940256 qam19
152910000002.740256 qam20
162990000002.740256 qam21
173070000002.740256 qam22
183150000002.740256 qam23
193790000004.440256 qam25
203870000004.140256 qam26
213950000004.140256 qam27
224030000004.140256 qam28
234110000004.440256 qam29
244190000004.340256 qam30



Downstream bonded channels

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

1Locked40.3300
2Locked40.31923
3Locked40.31350
4Locked40.3910
5Locked40.32300
6Locked40.3761919
7Locked40.37211136
8Locked40.3760
9Locked40.3260
10Locked40.3110
11Locked40.3230
12Locked40.3250
13Locked40.9260
14Locked40.9300
15Locked40.3561
16Locked40.37110
17Locked40.9440
18Locked40.3480
19Locked40.940
20Locked40.9110
21Locked40.3110
22Locked40.9140
23Locked40.3100
24Locked40.940
0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
588 Views
Message 5 of 40
Flag for a moderator

Re: Broadband unable to support WFH

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

1537000724.2512064 qam2
2603002084.25512064 qam1
3394001034.175512064 qam4
4462000674.175512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
586 Views
Message 6 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Thanks so much, hoping this helps!

Laura

0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
585 Views
Message 7 of 40
Flag for a moderator

Re: Broadband unable to support WFH

The HUB stats look pretty good (Levels are in spec).

Could you create a BQM here and post the results back after a couple of hours/tomorrow?

It should show us the line quality.

0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
582 Views
Message 8 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Thanks, I'll set the monitor up

There must be something on the line, I'll post in a few hrs and see what it shows

Thanks!

0 Kudos
Reply
LauraC12345
  • 22
  • 0
  • 0
Tuning in
453 Views
Message 9 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Hi Carl, how do I post my monitoring to you?

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
448 Views
Message 10 of 40
Flag for a moderator

Re: Broadband unable to support WFH

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply