Virgin Media Community

[Pjvilla]

Hi, hope someone can help as Virgin have been worse than useless. After getting connectivity issues with my hub 3 I opted to upgrade to the hub 4. With my hub 3, when it worked I was getting around 100mbps, I changed to the hub 4.0 on Friday and the fastest speed test it’s registered so far is 19. Have repeatedly tried to contact virgin but no response. The connect app shows a hub 3 with an (!) And can’t connect to it. Any help would be greatly appreciated. Thanks 

[carl_pearce · Accepted solution]

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@Pjvilla wrote:

Hi, hope someone can help as Virgin have been worse than useless. After getting connectivity issues with my hub 3 I opted to upgrade to the hub 4. With my hub 3, when it worked I was getting around 100mbps, I changed to the hub 4.0 on Friday and the fastest speed test it’s registered so far is 19. Have repeatedly tried to contact virgin but no response. The connect app shows a hub 3 with an (!) And can’t connect to it. Any help would be greatly appreciated. Thanks 

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The connect app doesn't work with the HUB 4, yet!

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode. Log in, select the 'Advanced settings / Tools / Network status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

[Pjvilla]

channels

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

1	139000000	3.099998	38.983261	QAM256	1
2	147000000	3.099998	38.983261	QAM256	2
3	155000000	2.599998	38.983261	QAM256	3
4	163000000	1.900002	38.605377	QAM256	4
5	171000000	1.299999	38.983261	QAM256	5
6	179000000	1.000000	38.983261	QAM256	6
7	187000000	0.799999	40.366287	QAM256	7
8	195000000	0.400002	40.366287	QAM256	8
9	203000000	0.099998	40.366287	QAM256	9
10	211000000	-0.200001	38.983261	QAM256	10
11	219000000	-0.400002	38.983261	QAM256	11
12	227000000	-0.700001	38.983261	QAM256	12
13	235000000	-1.000000	38.983261	QAM256	13
14	243000000	-1.700001	38.605377	QAM256	14
15	251000000	-1.599998	38.983261	QAM256	15
16	259000000	-0.700001	38.983261	QAM256	16
17	267000000	0.099998	38.983261	QAM256	17
18	275000000	0.400002	38.983261	QAM256	18
19	283000000	-0.200001	38.605377	QAM256	19
20	291000000	-0.299999	38.983261	QAM256	20
21	299000000	-0.099998	38.605377	QAM256	21
22	307000000	-0.099998	38.983261	QAM256	22
23	315000000	-0.400002	38.605377	QAM256	23
24	323000000	-0.900002	38.983261	QAM256	24
25	363000000	-1.700001	38.983261	QAM256	25
26	371000000	-1.900002	38.983261	QAM256	26
27	379000000	-2.200001	38.605377	QAM256	27
28	387000000	-2.299999	38.605377	QAM256	28
29	395000000	-2.599998	38.983261	QAM256	29
30	403000000	-2.700001	38.605377	QAM256	30
31	411000000	-2.700001	38.605377	QAM256	31

[Pjvilla]

31

411000000

-2.700001

38.605377

QAM256

31

3.0 Downstream channels

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

1	Locked	0	0	0
2	Locked	2097211411	0	0
3	Locked	7197955	0	0
4	Locked	7057721	0	0
5	Locked	6802129	0	0
6	Locked	7149909	0	0
7	Locked	7446151	0	0
8	Locked	2087027	0	0
9	Locked	2561884	0	0
10	Locked	2377849	0	0
11	Locked	2622617	0	0
12	Locked	2447297	0	0
13	Locked	2263466	0	0
14	Locked	2405851	0	0
15	Locked	2413208	0	0
16	Locked	1875146050	0	0
17	Locked	2249602	0	0
18	Locked	1999766691	0	0
19	Locked	2217727	0	0
20	Locked	1934962	0	0
21	Locked	2205236	0	0
22	Locked	1811693	0	0
23	Locked	2079624	0	0
24	Locked	2081324162	0	0
25	Locked	4754148	0	0
26	Locked	4284293	0	0
27	Locked	4074788	0	0
28	Locked	4326259	0	0
29	Locked	4543218	0	0
30	Locked	4954976	0	0
31	Locked	242925349	0	0

3.1 Downstream channels

[Pjvilla]

Refresh data

Network LogTime Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:48	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/11/2020 21:20:55	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 22/11/2020 22:55:07	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[carl_pearce]

You've missed off some of the Downstream data.

[MikeRobbo]

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@Pjvilla wrote:

channels

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

1	139000000	3.099998	38.983261	QAM256	1
2	147000000	3.099998	38.983261	QAM256	2
3	155000000	2.599998	38.983261	QAM256	3
4	163000000	1.900002	38.605377	QAM256	4
5	171000000	1.299999	38.983261	QAM256	5
6	179000000	1.000000	38.983261	QAM256	6
7	187000000	0.799999	40.366287	QAM256	7
8	195000000	0.400002	40.366287	QAM256	8
9	203000000	0.099998	40.366287	QAM256	9
10	211000000	-0.200001	38.983261	QAM256	10
11	219000000	-0.400002	38.983261	QAM256	11
12	227000000	-0.700001	38.983261	QAM256	12
13	235000000	-1.000000	38.983261	QAM256	13
14	243000000	-1.700001	38.605377	QAM256	14
15	251000000	-1.599998	38.983261	QAM256	15
16	259000000	-0.700001	38.983261	QAM256	16
17	267000000	0.099998	38.983261	QAM256	17
18	275000000	0.400002	38.983261	QAM256	18
19	283000000	-0.200001	38.605377	QAM256	19
20	291000000	-0.299999	38.983261	QAM256	20
21	299000000	-0.099998	38.605377	QAM256	21
22	307000000	-0.099998	38.983261	QAM256	22
23	315000000	-0.400002	38.605377	QAM256	23
24	323000000	-0.900002	38.983261	QAM256	24
25	363000000	-1.700001	38.983261	QAM256	25
26	371000000	-1.900002	38.983261	QAM256	26
27	379000000	-2.200001	38.605377	QAM256	27
28	387000000	-2.299999	38.605377	QAM256	28
29	395000000	-2.599998	38.983261	QAM256	29
30	403000000	-2.700001	38.605377	QAM256	30
31	411000000	-2.700001	38.605377	QAM256	31

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Your Downstream Power Levels individually are all within spec but, the differential between the lowest at -2.7dBmV and the highest at +3.1dBmv is too great.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

[Pjvilla]

Thanks, have phoned virgin 3 times today and still not managed to speak to someone.

Is there anything I can do in the mean time to improve things?

thanks

[jpeg1]

The discrepancy in the signal levels might be due to a cable fault or loose connection.  Check that the coax connections between the Hub and the wall are tight.

[Pjvilla]

Have tried calling virgin again today but automated service takes me round in a circle the before sending me a link to my mobile to get me back on the website. The link just tells me to reset my router... done 4 times already. Is there another number or means of contacting virgin to book an engineer?