Virgin Media Community

[cmehra123]

Installed new connection yesterday. Hub 3.0 M100 with only 1.5MBPS on all devices, ethernet + wifi. 

works at 100MBPS for up to 2 mins after restarting the device, then goes back to 1.5MPBS. 

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

1	234750000	1.2	40	256 qam	13
2	242750000	1	40	256 qam	14
3	250750000	0.7	40	256 qam	15
4	258750000	0.5	40	256 qam	16
5	266750000	0.4	40	256 qam	17
6	274750000	0	40	256 qam	18
7	282750000	0	40	256 qam	19
8	290750000	-0.2	40	256 qam	20
9	298750000	-0.5	40	256 qam	21
10	306750000	-0.7	40	256 qam	22
11	314750000	-0.7	40	256 qam	23
12	322750000	-0.7	40	256 qam	24
13	330750000	-0.9	40	256 qam	25
14	338750000	-0.7	40	256 qam	26
15	346750000	-0.7	40	256 qam	27
16	354750000	-0.7	40	256 qam	28
17	362750000	-1	40	256 qam	29
18	370750000	-1	40	256 qam	30
19	378750000	-1	40	256 qam	31
20	386750000	-1.2	40	256 qam	32
21	394750000	-1.5	40	256 qam	34
22	402750000	-1.9	40	256 qam	35
23	410750000	-1.7	40	256 qam	36
24	418750000	-1.7	40	256 qam	37

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

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

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

1	53700000	51	5120	64 qam	2
2	39400117	50	5120	64 qam	4
3	46200000	51	5120	64 qam	3
4	60300000	51	5120	64 qam	1

Upstream bonded channelsChannel 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	1	0

Network LogTime Priority Description

02/06/2021 18:38:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 18:37:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 18:17:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 18:14:43	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 17:35:52	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 17:35:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 17:35:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 17:35:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 01:41:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:42:13	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 13:41:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 12:35:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 12:06:39	notice	SW download Successful - Via Config file
01/06/2021 12:04:42	notice	SW Download INIT - Via Config file
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[cmehra123]

Hi All, the slow speeds continue today. Have been on the phone with the call centre, who say there is an issue in my area. However, the virgin media service status repeatedly reports no network issues being found. 
I'm pretty sure the slow internet is a local setting issue - the speeds of 100MPBS work for a few minutes after restarting the hub, then they go down to 1-2MBPS again. 

Grateful for any assistance! I think an engineer needs to come down to look into this. 

[conman33158 · Accepted solution]

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

1	53700000	51	5120	64 qam	2
2	39400117	50	5120	64 qam	4
3	46200000	51	5120	64 qam	3
4	60300000	51	5120	64 qam	1

Your upload power levels are too high and you would indeed need an engineer to sort it out but Virgin will not send an engineer until the line fault is fixed and will only send an engineer if your still showing the same high power levels after the line issue has been resolved 🙂

[jbrennand · Accepted solution]

As shown the Up power levels are on the high side but may be OK - only a VM person can tell.

For known faults try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[cmehra123]

Thank you!

how to I get the line fault fixed? is this on a scale that affects my whole area / many areas?

Cheers, 

[jbrennand]

You have to call in and get them to check it for you. A VM person will respond here in a day or two and can do that for you as well.

But nothing will happen until know faults are fixed - what did the 0800 number say?

[cmehra123]

Thanks - the “free & automated” Service Status also reports no errors in my area. 

Think an engineer needs to come down, but not getting that to happen over the phone with the call centre.

[jbrennand]

OK so a VM person will respond on here soon and take a look. Often customers can have up levels over 51 and their connections are fine though - rest of the stats are spot on.

What devices do you have connected to the Hub on ethernet cables ? These could be causin an issue

Can you do this...
_____________________________________________________

First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections 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.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[Corey_C]

Thanks for your post and reaching out to the Community Forums, cmehra123,

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics on your connections, and it does indicate that you are currently being affected by a local area fault for capacity issues ref# F009051635 and we are working to get this sorted as quickly as possible. The current ETA fix time is 01 JUL 2021 13:05. Apologies again for the inconvenience.

Cheers,

Corey C