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Jo4chelsea
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Help broadband awful speed and connection

Help plz my speeds shocking  signed up paid extra to get up to 350mb download now I know that the top end but on my last scan I got 40mb! Best I’ve had is 110 n it disconnects or drops out on n off All day I’m in my first 30 days of contract have tried calling tweeting and txting and get no answer other than twitter saying use here so it’s my last resort before I cancel my whole package while i still can

thanks 

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gary_dexter
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Message 2 of 18
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Re: Help broadband awful speed and connection

Is that a wired or wireless connection?


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Jo4chelsea
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Re: Help broadband awful speed and connection

Both... my wireless actually had better speeds than my wired results lol and everything connected upstairs in our house intermittently buffers I am just shocked I joined virgin leaving Bt as I saw virgin had better all round deals and faster speeds and I’m getting less than I did with BT and it never used to just drop like this

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John_GS
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Re: Help broadband awful speed and connection

Hi Jo4chelsea

 

Thanks for posting and welcome to the community. Sorry to hear of the broadband issues. I've had a check here and no issues are showing. 

 

It does however make a few suggestions. There's an Amazon device too close to the router. This could be limiting the bandwidth of the WiFi. Could this either be moved further away from it or used via Ethernet? The more devices connected via Ethernet as well will help the bandwidth of the WiFi. 

 

Please also try using our Connect app to do a wireless scan in the property. You can find out more here

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Jo4chelsea
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Message 5 of 18
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Re: Help broadband awful speed and connection

Hi

my amazon fire box is connected by Ethernet already... also I have downloaded the app if u see nothing wrong I guess I’m better off just calling and leaving then coz it’s still disconnecting through out the day especially devices upstairs despite the app saying nothing wrong when I go into the settings stuff via the IP address it shows on the log how many times it has errors

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jbrennand
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Re: Help broadband awful speed and connection

If its disconnecting on wired then lets see some connection data - do this....

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold for 60 seconds – release pin then leave 10’ to stabilise. Make sure passwords on Hub sticker are still there and legible first!)

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up (NOT the login option!) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.

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




--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Triumphrider
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Message 7 of 18
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Re: Help broadband awful speed and connection

Why is it so difficult to sort out poor download speeds, the average i get is aroung 8mbps download speed and on the M100 package. Ive done everything i can but it looks like my only option is to go back to my previous provider. I was only connected up on the 2nd May when it should have been connected in March which was a bad start to begin with. How easy is it to leave my contract

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gary_dexter
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Message 8 of 18
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Re: Help broadband awful speed and connection

Starting your own thread would help


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Triumphrider
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Message 9 of 18
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Re: Help broadband awful speed and connection

Thank you

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Jo4chelsea
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Re: Help broadband awful speed and connection

Thanks i have no idea what any of this means but hope someone does have deleted MAC info on all the posts

Network Log

Time Priority Description

06/06/2020 10:30:9criticalNo Ranging Response received - T3 time-out;CM-VER=3.0;
05/06/2020 20:15:30notice

LAN login Success;CM-VER=3.0;

05/06/2020 20:14:51Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=

MAC==1.1;CM-VER=3.0;

01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC
05/06/2020 19:08:47noticeLAN login Success;CM-
05/06/2020 19:08:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-
05/06/2020 18:57:56noticeLAN login Success;CM-
05/06/2020 18:57:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-
05/06/2020 07:21:0criticalNo Ranging Response received - T3 time-out;CM-M
04/06/2020 17:17:39noticeLAN login Success;CM-MAC=
04/06/2020 12:44:26criticalNo Ranging Response received - T3 time-out;CM-MAC=VER=3.0;
04/06/2020 10:30:6noticeLAN login Success;CM-=-MAC=-VER=3.0;
04/06/2020 08:11:52critical

No Ranging Response received - T3 time-out;

CM-VER=3.0;

04/06/2020 07:19:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-VER=3.0;
04/06/2020 07:19:15ErrorDHCP REBIND WARNING - Field invalid in rVER=3.0;
04/06/2020 05:30:15ErrorDHCP RENEW sent - No response for IPv4;CM-VER=3.0;
04/06/2020 05:09:47noticeLAN login Success;CM-VER=3.0;
04/06/2020 03:41:16ErrorDHCP RENEW sent - No response for IPv4;CM-VER=3.0;
04/06/2020 00:33:56criticalNo Ranging Response received - T3 time-out;CM-M-VER=3.0;
03/06/2020 02:15:47ErrorDHCP RENEW sent - No response for IPv4;CM-VER=3.0;

Upstream bonded channels

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

1393999834.275512064 qam6
2258000004.125512064 qam8
3326000094.275512064 qam7
4462000044.275512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Downstream bonded channels

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

13307500006.340256 qam25
22187500005.140256 qam11
32267500004.440256 qam12
42347500003.540256 qam13
52427500003.940256 qam14
62507500004.540256 qam15
72587500004.540256 qam16
82667500004.840256 qam17
92747500004.940256 qam18
102827500004.940256 qam19
112907500004.940256 qam20
122987500005.138256 qam21
133067500005.540256 qam22
143147500005.640256 qam23
15322750000640256 qam24
163707500004.540256 qam26
173787500004.540256 qam27
183867500004.440256 qam28
193947500004.440256 qam29
20402750000440256 qam30
21410750000440256 qam31
224187500003.740256 qam32
234267500003.438256 qam33
24434750000340256 qam34



Downstream bonded channels

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