on 11-08-2021 16:55
I joined Virgin last week on the promise of amazing guaranteed speeds, but unfortunately the reality has been very poor.
We’re paying for the M350 fibre broadband, but the speeds we’ve been getting are on average 21mbps download and it cuts out regularly.
I phoned the technician team and asked to speak to a supervisor, who astonishingly told me there’s nothing they can do and hung up on me as I was mid-sentence.
Just looking for some help/advice as my experience with VirginMedia has been awful so far.
thanks
on 13-08-2021 10:29
The first thing is to get the 350Mb connection working properly, then you have a firm basis to work on the WiFi.
As you have found, phone support is useless and they never phone back. Log on to your Hub, copy and paste here the downstream. upstream and Log data.
on 13-08-2021 10:34
Hey - I’ve just tried this but it says ‘somebody else is logged in’ and there’s no option to view router status.
is there another way?
on 13-08-2021 10:38
That's a known bug. Try a factory default with the reset pin switch. Make sure the password label is still visible.
on 13-08-2021 10:42
@gseb27 wrote:It is a hub 3, yes.
I’ve spoken with the technician just now who has recommended I reset all devices which will then default to use the 5ghz connection - hopefully this improves it…
excellent advive - from someone who has not a clue - how will [for example] resetting a smart switch default it to 5 ghz when it only works on 2.4 - some of the answers that offshore come up with would be comical if they were not so stupid
rule one - if you ring CS and get offshore hang up - its saves you being told rubbish
rule two - never believe the line we will ring back in an hour/two or tomorrow - it never happens
rule three - never believe - we have sent a signal to the hub and it will be better in an hour/24 hours
work with those and come here for help - be it other users or the forum staff its better - define better yourself
going back to the wifi - log into hub - split the wifi bands and turn off smart wifi - download inSSIDer and set the channel you are using for each band to non busy ones - thats it - if the wifi is still crap then look at a 3rd party router or a mesh system - 2 cans and string [if they could do wifi] would be better than the pound shop hub
on 13-08-2021 11:04
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 4.9 | 38 | 256 qam | 25 |
2 | 267000000 | 5.5 | 38 | 256 qam | 17 |
3 | 275000000 | 5.5 | 38 | 256 qam | 18 |
4 | 283000000 | 5.6 | 38 | 256 qam | 19 |
5 | 291000000 | 5.8 | 38 | 256 qam | 20 |
6 | 299000000 | 5.9 | 38 | 256 qam | 21 |
7 | 307000000 | 5.5 | 38 | 256 qam | 22 |
8 | 315000000 | 5 | 38 | 256 qam | 23 |
9 | 323000000 | 5 | 38 | 256 qam | 24 |
10 | 339000000 | 4.8 | 38 | 256 qam | 26 |
11 | 347000000 | 4.6 | 38 | 256 qam | 27 |
12 | 355000000 | 4.3 | 38 | 256 qam | 28 |
13 | 363000000 | 4.3 | 38 | 256 qam | 29 |
14 | 371000000 | 4 | 38 | 256 qam | 30 |
15 | 379000000 | 4 | 38 | 256 qam | 31 |
16 | 387000000 | 3.7 | 38 | 256 qam | 32 |
17 | 395000000 | 3.7 | 38 | 256 qam | 33 |
18 | 403000000 | 3.5 | 38 | 256 qam | 34 |
19 | 411000000 | 3.7 | 38 | 256 qam | 35 |
20 | 419000000 | 3.5 | 38 | 256 qam | 36 |
21 | 427000000 | 3.7 | 38 | 256 qam | 37 |
22 | 435000000 | 3.4 | 38 | 256 qam | 38 |
23 | 443000000 | 3.2 | 40 | 256 qam | 39 |
24 | 451000000 | 3.2 | 38 | 256 qam | 40 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 4 | 0 |
2 | Locked | 38.6 | 18 | 0 |
3 | Locked | 38.9 | 14 | 0 |
4 | Locked | 38.6 | 19 | 0 |
5 | Locked | 38.9 | 19 | 0 |
6 | Locked | 38.6 | 0 | 0 |
7 | Locked | 38.6 | 4 | 0 |
8 | Locked | 38.9 | 0 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.6 | 5 | 0 |
11 | Locked | 38.9 | 5 | 0 |
12 | Locked | 38.9 | 5 | 0 |
13 | Locked | 38.9 | 6 | 0 |
14 | Locked | 38.9 | 6 | 0 |
15 | Locked | 38.6 | 7 | 0 |
16 | Locked | 38.6 | 17 | 0 |
17 | Locked | 38.9 | 0 | 0 |
18 | Locked | 38.9 | 5 | 0 |
19 | Locked | 38.9 | 3 | 0 |
20 | Locked | 38.9 | 0 | 0 |
21 | Locked | 38.9 | 6 | 0 |
22 | Locked | 38.9 | 0 | 0 |
23 | Locked | 40.3 | 6 | 0 |
24 | Locked | 38.9 | 0 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46199983 | 42.8 | 5120 | 64 qam | 11 |
2 | 39399993 | 41.3 | 5120 | 64 qam | 12 |
3 | 53699993 | 42.8 | 5120 | 64 qam | 10 |
4 | 60299983 | 44.8 | 5120 | 64 qam | 9 |
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 |
on 13-08-2021 11:05
Network Log
Time Priority Description
13/08/2021 09:49:51 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2021 09:49:11 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2021 09:31:43 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2021 09:28:10 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/08/2021 17:55:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/08/2021 15:20:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2021 19:22:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2021 11:21:11 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2021 10:39:33 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2021 01:18:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/08/2021 09:19:0 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2021 23:52:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:39:46 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:37:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 22:35:28 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 16:59:16 | 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; |
06/08/2021 16:59:16 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/08/2021 15:59:15 | 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; |
on 13-08-2021 11:05
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | 54k;fg87dsfd;kfoA,.iyewrk |
Primary Downstream Service Flow
SFID | 21593 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 17790 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 13-08-2021 11:08
https://www.thinkbroadband.com/broadband/monitoring/quality/share/efd17a0cc67a3f35dce12ecf3a82d22f77bdc82c
I hope I’ve done that all correctly!
on 13-08-2021 11:22
Yes you did.
There's nothing in those logs to suggest you should be getting less than the full wired speeds. It will take some hours for the BQM log to show a useful record.
In the meantime do a few speed checks with a wired connection and so other devices operating.
on 07-09-2021 16:20
Hey Jpeg1,
the connection seems to be dropping out again and just being generally slow.
now that the logs have been running for longer, is there anything that suggests what the issue could be?
No luck with telephone support again and patience is wearing extremely thin 😞