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jpeg1
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Message 11 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

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.

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gseb27
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Message 12 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

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?

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Message 13 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

That's a known bug.  Try a factory default with the reset pin switch.  Make sure the password label is still visible. 

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Message 14 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!


@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

 

____________________

Tony
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Message 15 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46199983
Locked
Provisioning State
Online



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

13310000004.938256 qam25
22670000005.538256 qam17
32750000005.538256 qam18
42830000005.638256 qam19
52910000005.838256 qam20
62990000005.938256 qam21
73070000005.538256 qam22
8315000000538256 qam23
9323000000538256 qam24
103390000004.838256 qam26
113470000004.638256 qam27
123550000004.338256 qam28
133630000004.338256 qam29
14371000000438256 qam30
15379000000438256 qam31
163870000003.738256 qam32
173950000003.738256 qam33
184030000003.538256 qam34
194110000003.738256 qam35
204190000003.538256 qam36
214270000003.738256 qam37
224350000003.438256 qam38
234430000003.240256 qam39
244510000003.238256 qam40



Downstream bonded channels

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

1Locked38.940
2Locked38.6180
3Locked38.9140
4Locked38.6190
5Locked38.9190
6Locked38.600
7Locked38.640
8Locked38.900
9Locked38.960
10Locked38.650
11Locked38.950
12Locked38.950
13Locked38.960
14Locked38.960
15Locked38.670
16Locked38.6170
17Locked38.900
18Locked38.950
19Locked38.930
20Locked38.900
21Locked38.960
22Locked38.900
23Locked40.360
24Locked38.900

 

Upstream bonded channels

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

14619998342.8512064 qam11
23939999341.3512064 qam12
35369999342.8512064 qam10
46029998344.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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gseb27
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Message 16 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

Network Log

Time Priority Description

13/08/2021 09:49:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:49:11Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:31:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:28:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 17:55:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:20:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 19:22:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 11:21:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:39:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 01:18:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2021 09:19:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:52:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:39:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:37:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:35:28Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 16:59:16noticeDHCP 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 16:59:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 15:59:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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gseb27
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Message 17 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

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

SFID21593
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID17790
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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gseb27
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Message 18 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/efd17a0cc67a3f35dce12ecf3a82d22f77bdc82c


I hope I’ve done that all correctly!

 

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Message 19 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

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. 

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gseb27
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Message 20 of 31
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Re: Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

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 😞

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