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Message 1 of 12
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I'm not getting the speed I signed up for.

I signed up as a new customer to VM at the end of September. At the time there was a special offer on the Big oomph bundle to get M200 speeds for the price of M100. I wasn't able to sign up online so I rang up and ordered it over the phone (offer was still on at this point).

Two days later I got a call from a guy at Virgin telling me they hadn't run fibre to my house and I couldn't get it. I emailed him some pictures of the fibre point outside my house and he then put the order in for me (offer had finished now). He said he could see I'd registered my interest when the offer was on and promised to get it sorted if the speed was M100.

I had it installed at the end of October and sure enough the speed is M100. The guy from Virgin said he would get it sorted asap and that's all I've heard. I've emailed him since with no reply, I've lodged a complaint on the VM website, 9 days later and no reply, I've tried ringing customer services and I'm permanently on hold. 

I don't know what else to do. If I'd known VMs customer service was so bad I would have stuck with BT.

How do you get problems resolved with Virgin?

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Alessandro Volta
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Message 2 of 12
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Re: I'm not getting the speed I signed up for.

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 12
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Re: I'm not getting the speed I signed up for.

Downstream bonded channels

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

1387000000040256 qam32
22030000000.538256 qam9
32110000000.538256 qam10
42190000000.740256 qam11
52270000000.538256 qam12
62350000000.540256 qam13
72430000000.540256 qam14
82510000000.240256 qam15
9259000000038256 qam16
10267000000-0.240256 qam17
11275000000-0.240256 qam18
12283000000-0.440256 qam19
13291000000-0.538256 qam20
14299000000-0.438256 qam21
15307000000-0.240256 qam22
16315000000-0.240256 qam23
17323000000038256 qam24
18331000000040256 qam25
19339000000040256 qam26
20347000000-0.238256 qam27
21355000000038256 qam28
22363000000038256 qam29
23371000000040256 qam30
24379000000038256 qam31



Downstream bonded channels

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

1Locked40.311050
2Locked38.910583
3Locked38.910537
4Locked40.3119110
5Locked38.611816
6Locked40.398118
7Locked40.39554
8Locked40.37685
9Locked38.99923
10Locked40.31093
11Locked40.98313
12Locked40.3980
13Locked38.910914
14Locked38.911811
15Locked40.31520
16Locked40.310813
17Locked38.91170
18Locked40.31200
19Locked40.31060
20Locked38.91520
21Locked38.91280
22Locked38.91230
23Locked40.31040
24Locked38.91170
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Message 4 of 12
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Re: I'm not getting the speed I signed up for.

Upstream bonded channels

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

1603000003.775512064 qam1
2394000003.775512064 qam4
3462000003.775512064 qam3
4537000003.775512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 5 of 12
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Re: I'm not getting the speed I signed up for.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
k;fg87dsfd;kfoA,.iyewrkldJKDH



Primary Downstream Service Flow

SFID15058
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15057
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Message 6 of 12
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Re: I'm not getting the speed I signed up for.

Network Log

Time Priority Description

16/11/2020 11:51:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 11:51:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 16:46:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 13:13:53noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 13:13:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 14:10:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 01:13:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 01:13:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 00:43:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 00:43:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 18:51:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 12:43:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 12:43:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:43:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:43:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:43:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:16:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:15:16criticalReceived 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;
05/11/2020 00:11:4Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:11:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 12
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Re: I'm not getting the speed I signed up for.

Your Hub is configured for the 100Mbs contract.

Can you log in to your 'My Virgin Media' and see what speed your contract is.

Primary Downstream Service Flow

SFID15058
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15057
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 8 of 12
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Re: I'm not getting the speed I signed up for.

It says M100 on the contract, that's the problem. When I signed up there was a special offer on for M200 for the price of M100 but with the delay from Virgin I've ended up on the wrong contract. Problem is it seems to be impossible to get any support from Virgin.

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Message 9 of 12
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Re: I'm not getting the speed I signed up for.

good luck with that mate, virgin support is useless, just get thru to the cancellation dept, and speak to someone from the uk, thats the only way, just say you want to leave, and that will speed things up

 

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Message 10 of 12
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Re: I'm not getting the speed I signed up for.

So I'm finding out. To be honest I'm still in the 30 day period so I'm half tempted to go back to BT. Slower download speed but better pings, upload speed and customer service. I certainly won't be recommending Virgin to anyone based on my experience.

The guy that said he'd sort out getting me onto the M200 speed I'd signed up for is now ignoring my emails.

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