Virgin Media Community

[thechumpen]

Hello

I moved house and at my previous house I always got full speed (sometimes more). At this house I am on an M500 contract but never seem to get more than around 350Mb. I am testing whilst connected to the LAN interface and using speedtest and broadbandspeedchecker.

Below are the various data points from router status. Would appreciate any advice if there are options to speed things up.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	474250000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	474250000	-1.7	37	256 qam	9
2	482250000	-1.7	37	256 qam	10
3	490250000	-2	37	256 qam	11
4	498250000	-1.7	37	256 qam	12
5	506250000	-1.2	37	256 qam	13
6	514250000	-1.2	37	256 qam	14
7	522250000	-2	37	256 qam	15
8	530250000	-2	37	256 qam	16
9	538250000	-1.5	37	256 qam	17
10	546250000	-1.7	37	256 qam	18
11	554250000	-1.5	37	256 qam	19
12	562250000	-1	37	256 qam	20
13	570250000	-1.2	37	256 qam	21
14	578250000	-1.5	37	256 qam	22
15	586250000	-1	37	256 qam	23
16	594250000	-1	37	256 qam	24
17	602250000	-1.5	37	256 qam	25
18	610250000	-1.5	37	256 qam	26
19	618250000	-1.2	37	256 qam	27
20	658250000	-1	37	256 qam	28
21	666250000	-1.2	37	256 qam	29
22	674250000	-0.7	37	256 qam	30
23	682250000	0.2	37	256 qam	31
24	690250000	0	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	236	0
2	Locked	37.6	261	0
3	Locked	37.3	225	0
4	Locked	37.6	243	1
5	Locked	37.6	142	0
6	Locked	37.6	165	0
7	Locked	37.6	242	0
8	Locked	37.3	339	0
9	Locked	37.3	251	0
10	Locked	37.6	244	0
11	Locked	37.6	255	9
12	Locked	37.3	181	0
13	Locked	37.6	285	0
14	Locked	37.6	497	0
15	Locked	37.6	465	15
16	Locked	37.6	247	0
17	Locked	37.6	276	0
18	Locked	37.6	350	0
19	Locked	37.6	314	10
20	Locked	37.6	798	186
21	Locked	37.3	734	7517
22	Locked	37.6	878	271
23	Locked	37.6	177	320
24	Locked	38.6	362	228

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	50.5	5120	64 qam	1
2	25800053	50.3	5120	64 qam	4
3	32599976	50	5120	64 qam	3
4	39400044	50	5120	64 qam	2

Upstream bonded channels

Channel	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	1	0
4	ATDMA	0	0	2	0

Network Log

Time	Priority	Description
19/05/2021 20:52:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 11:25:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 07:25:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 19:17:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 07:10:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:01:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 05:21:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 15:57:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 19:08:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 01:56:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 18:49:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 18:42:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 06:49:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 05:21:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 21:14:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 13:35:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 17:57:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 13:05:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 18:49:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 08:17:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[thechumpen]

And me again - I just rebooted the router to get an updated set of data. It was strange as it seemed to take longer than usual to get a connection and I had to go through the "we're having trouble connecting you to the internet, click above to try and fix it" dialogue with the big circle. Anyway, once it was connected, here are the updated logs etc

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	474250000	-1.5	37	256 qam	9
2	482250000	-1.5	37	256 qam	10
3	490250000	-1.9	37	256 qam	11
4	498250000	-1.5	37	256 qam	12
5	506250000	-1	37	256 qam	13
6	514250000	-1	37	256 qam	14
7	522250000	-1.7	37	256 qam	15
8	530250000	-1.7	37	256 qam	16
9	538250000	-1.5	37	256 qam	17
10	546250000	-1.5	37	256 qam	18
11	554250000	-1.5	37	256 qam	19
12	562250000	-1	37	256 qam	20
13	570250000	-1.2	37	256 qam	21
14	578250000	-1.5	37	256 qam	22
15	586250000	-1	37	256 qam	23
16	594250000	-0.9	37	256 qam	24
17	602250000	-1.5	37	256 qam	25
18	610250000	-1.5	37	256 qam	26
19	618250000	-1	37	256 qam	27
20	658250000	-1	37	256 qam	28
21	666250000	-1.2	37	256 qam	29
22	674250000	-0.5	37	256 qam	30
23	682250000	0.2	38	256 qam	31
24	690250000	0	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	5	0
2	Locked	37.3	5	0
3	Locked	37.3	0	0
4	Locked	37.3	0	0
5	Locked	37.6	5	0
6	Locked	37.3	5	0
7	Locked	37.3	0	0
8	Locked	37.6	5	0
9	Locked	37.3	4	0
10	Locked	37.3	5	0
11	Locked	37.6	5	0
12	Locked	37.3	6	0
13	Locked	37.6	5	0
14	Locked	37.3	0	0
15	Locked	37.6	6	0
16	Locked	37.3	6	0
17	Locked	37.3	0	0
18	Locked	37.6	0	0
19	Locked	37.3	7	0
20	Locked	37.6	0	0
21	Locked	37.6	1	0
22	Locked	37.6	7	0
23	Locked	38.6	5	0
24	Locked	38.6	7	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	50.5	5120	64 qam	1
2	25800000	50.3	5120	64 qam	4
3	32600000	50.3	5120	64 qam	3
4	39400000	50	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

Network Log

Time	Priority	Description
19/05/2021 22:10:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 22:04:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 20:52:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 11:25:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 07:25:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 19:17:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 07:10:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:01:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 05:21:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 15:57:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 19:08:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 01:56:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 18:49:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 18:42:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 06:49:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 05:21:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 21:14:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2021 13:35:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 17:57:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 13:05:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[conman33158]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	50.5	5120	64 qam	1
2	25800000	50.3	5120	64 qam	4
3	32600000	50.3	5120	64 qam	3
4	39400000	50	5120	64 qam	2

Your upload power levels are too high and would need adjusting. This would be causing the T3 Timeouts as well. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

[thechumpen]

Thanks for that.  I have started the "call Virgin" process.  Out of interest, what would be considered good power levels?

[conman33158]

---

@thechumpen wrote:

Thanks for that.  I have started the "call Virgin" process.  Out of interest, what would be considered good power levels?

---

Between 36-45 would be around the normal range for upload and as close to 0 for download power levels 🙂

Have a look here on more about power levels 🙂

[Serena_C]

Hi @thechumpen

Welcome back to our Community Help Forum 🙂

Sorry to see that you are experiencing slow speeds and that your upload power levels are out of range. I have booked an engineer appointment for you to get this fixed, I shall send you a PM now to confirm your address and let you know the details.

Please look out for the purple envelope in the top right hand corner 🙂

Best wishes,

Serena

[thechumpen]

After speaking to support on the phone they suggested trying a hard reset (sticking a pin in the back of the hub) and this seems to have resolved things. I am now able to get 450-500 most of the time so seems to be working OK now. Thanks for the help everyone.

[Serena_C]

Glad to hear that the Pinhole reset has cleared up your speed issues @thechumpen!

Thanks for letting us know 🙂

If there's anything else you need, please let me know.

Best wishes,

Serena