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Jb517
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Broadband

Broadband has been intermittent for the last 2 weeks. Dropping important work calls and error messages saying your internet connection is not stable. Area says its fine and I have reset the box several times. Streaming videos is also not working and I am on the best broadband service virgin provide. I cannot speak to anyone as when I call it asks me to carry out a check and reset the box. Can anyone help? 

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conman33158
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Re: Broadband

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please set up a Broadband Quality Monitor (BQM) at thinkbroadband.com.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Jb517
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Re: Broadband

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

12027500002.938256 qam9
22107500002.538256 qam10
32187500002.538256 qam11
42267500002.438256 qam12
52347500002.438256 qam13
62427500002.238256 qam14
72507500002.238256 qam15
8258750000238256 qam16
9266750000238256 qam17
102747500001.938256 qam18
112827500001.738256 qam19
122907500001.738256 qam20
132987500001.738256 qam21
143067500001.738256 qam22
153147500001.738256 qam23
163227500001.538256 qam24
173307500001.738256 qam25
183707500001.438256 qam26
193787500001.438256 qam27
203867500001.240256 qam28
21394750000138256 qam29
224027500001.238256 qam30
234107500001.238256 qam31
244187500000.938256 qam32



Downstream bonded channels

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

1Locked38.9810
2Locked38.91720
3Locked38.9930
4Locked38.91320
5Locked38.61230
6Locked38.92360
7Locked38.92660
8Locked38.91230
9Locked38.92200
10Locked38.91740
11Locked38.92190
12Locked38.62190
13Locked38.92000
14Locked38.91440
15Locked38.92230
16Locked38.62670
17Locked38.91820
18Locked38.92310
19Locked38.920739
20Locked40.3349282
21Locked38.92250
22Locked38.91310
23Locked38.617869
24Locked38.91980
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Jb517
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Re: Broadband

  • Downstream bonded channels

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

1Locked38.9810
2Locked38.91720
3Locked38.9930
4Locked38.91320
5Locked38.61230
6Locked38.92360
7Locked38.92660
8Locked38.91230
9Locked38.92200
10Locked38.91740
11Locked38.92190
12Locked38.62190
13Locked38.92000
14Locked38.91440
15Locked38.92230
16Locked38.62670
17Locked38.91820
18Locked38.92310
19Locked38.920739
20Locked40.3349282
21Locked38.92250
22Locked38.91310
23Locked38.617869
24Locked38.91980
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Jb517
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Re: Broadband

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000051512064 qam1
22580000048.3512064 qam4
33940000050512064 qam2
43260000049512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00100
2ATDMA0080
3ATDMA0060
4ATDMA00100
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Jb517
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Re: Broadband

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078+voc-b.cm



Primary Downstream Service Flow

SFID28992
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID28991
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Jb517
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Re: Broadband

Time Priority Description
30/01/2021 10:24:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 18:24:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 09:05:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 22:34:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 21:05:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:29:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 21:02:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 08:39:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 08:07:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:42:53noticeSW download Successful - Via NMS
14/01/2021 02:40:34noticeSW Download INIT - Via NMS
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 08:37:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 10:45:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 00:30:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 12:37:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 12:30:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 01:56:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 00:30:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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conman33158
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Re: Broadband


@Jb517 wrote:
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000051512064 qam1
22580000048.3512064 qam4
33940000050512064 qam2
43260000049512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00100
2ATDMA0080
3ATDMA0060
4ATDMA00100

Your upload stream power levels are too high mate and pretty much maxed out. Maybe when you upload the BQM link this will show more of what is going on with you line. In any case you will still need an engineer visit to put these right. Best to ring VM after 8am or alternatively you can wait here for a Virgin staff member to pick it up, typically between 5-10 days, sometime sooner, sometimes later depending on how busy they are.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Jb517
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Re: Broadband

Hi, I managed to speak to someone from VM and they didnt understand what was written. Was on hold for 2 hours and they basically told me the only way to fix it was to use an ethenet cable. Very frustrating, trying to post a complaint but its difficult when you have terrible internet 

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conman33158
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Re: Broadband

Alternatively you can wait here for a Virgin staff member to pick it up, typically between 5-10 days, sometimes sooner, sometimes later depending on how busy they are.

Try not to bump the thread as this will throw you further down the list

As a side note, you really should be conducting your tests with direct wired connection from PC/Laptop to router using a Cat 5e cable or better with a 1Gbps capable Ethernet network card!

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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