Virgin Media Community

[mikemacuk]

Hi, I'm in area code 20. I'm having major issues with constant drop outs. This is with a wired connection and WiFi. About 10 times a day the Internet connection just fails. It's even done it while writing this post! 

I am paying a high monthly fee for a 500mb line. I'm also getting very erratic ping response times, and greatly varying down stream speeds ranging from 30mb to 180mb, no where near 500mb.

I have tried the following :-

Full reboot of all devices

Changing ethernet cables 

Changing super hub 3 into modem mode and using a different router 

My wife and I are trying to work from home and the constant drop outs, and network spikes in speed is proving a big problem. 

Virgin, please can you help?? 

[C_Butcher86 · Accepted solution]

Hi,

I can take a look at this for you, please send me a PM (info below) with you account number and area ref and I can look in to this for you.

Thanks, Chris

[mikemacuk]

OK, so a new super hub 3 was sent out, which was great so thanks for that @C_Butcher86.

After hooking it up it applied a software update, then rebooted, all good.

Once ready I ran another speed test and the download speed is now hovering around the 500mb mark as expected, all good.

BUT, I still seem to be getting ethernet drop outs, and the router requires rebooting to fix it. AND,my latency is still much higher than it should be (around 40ms)

I thought I would try it in Modem Mode, and use my own router, but the option in the Hub settings is missing. It was there in the previous hub menu. After some research it seems when you get a new hub, the IP range assigned to it is both IPv4 and IPv6? Apparently I need to contact Virgin to ask you to switch IPv6 off, then a reboot of the hub should enable the Modem Mode again. Can someone please help with this?

This is still affecting our ability to work from home, I'm unfortunately I'm going to be forced into switching providers if this cant be resolved soon, all this messing around is simply unacceptable, especially when I pay a large amount a month for whats supposed to be the best Internet provider. 

Im going to post my router logs in the next post.....

PLEASE HELP 😞

[mikemacuk]

Here are my current logs, can anyone see anything untoward??

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	402750000	-3.7	40	256 qam	25
2	202750000	-0.5	40	256 qam	9
3	210750000	-0.7	40	256 qam	10
4	218750000	-0.7	40	256 qam	11
5	226750000	-1	40	256 qam	12
6	234750000	-1.2	40	256 qam	13
7	242750000	-1.5	40	256 qam	14
8	250750000	-1.7	40	256 qam	15
9	258750000	-1.9	40	256 qam	16
10	266750000	-1.9	40	256 qam	17
11	274750000	-2	40	256 qam	18
12	282750000	-1.9	40	256 qam	19
13	290750000	-2	40	256 qam	20
14	298750000	-2	40	256 qam	21
15	306750000	-2	40	256 qam	22
16	314750000	-2.2	40	256 qam	23
17	322750000	-2.2	40	256 qam	24
18	410750000	-4	38	256 qam	26
19	418750000	-3.7	40	256 qam	27
20	426750000	-4	40	256 qam	28
21	434750000	-4.2	38	256 qam	29
22	442750000	-4	38	256 qam	30
23	450750000	-4.5	38	256 qam	31
24	458750000	-4.5	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	19	0
2	Locked	40.3	6	0
3	Locked	40.9	4	0
4	Locked	40.3	7	0
5	Locked	40.9	8	0
6	Locked	40.3	6	0
7	Locked	40.3	5	0
8	Locked	40.9	8	0
9	Locked	40.9	6	0
10	Locked	40.3	6	0
11	Locked	40.9	8	0
12	Locked	40.3	9	0
13	Locked	40.3	14	0
14	Locked	40.3	27	0
15	Locked	40.9	23	0
16	Locked	40.3	23	0
17	Locked	40.3	18	0
18	Locked	38.6	5	0
19	Locked	40.3	8	0
20	Locked	40.3	14	0
21	Locked	38.9	13	0
22	Locked	38.9	9	0
23	Locked	38.9	9	0
24	Locked	38.9	23	0

------------------------------

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

1	60300000	4.875	5120	64 qam	1
2	39400000	4.9	5120	64 qam	4
3	53700000	4.95	5120	64 qam	2
4	46200000	4.925	5120	64 qam	3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[mikemacuk]

Just had another Internet drop out, here is the network log.

Network Log

Time Priority Description

27/04/2020 07:43:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:42:32	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:42:9	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:38:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:37:9	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:5	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:34:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:22:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:21:28	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:17:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:17:10	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:15:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 04:31:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 04:30:5	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;