Virgin Media Community

[ne0beatsm0rp86]

So if anyone looks back on my previous posts from a while ago i have suffered with slow speeds.

Its never been resolved and I'm basically at my wits end with virgin media and their horrendous internet speeds.

I am on the 500mb package and connected via a ethernet cable! yes a ethernet cable NOT wifi.
Just done a speed test and I'm getting 1.7mb download and 1.9mb upload on a 500mb line!

I have had in past virgin engineers come out who have all said something different. The line hasn't been connected properly. your on the wrong section on box, moved you to your own side. last engineer hasn't fitted a filter on line, blah blah blah.

Same issues happen again, slow speeds.
So iv left it as i literally cant be bothered with it anymore. Rang customer services numerous times and end up speaking to call centres who cant understand you, or you end up repeating the same things over and over again:
Disconnect router, reconnect. Put in modem mode, disconnect all wifi, etc.

Last time i rang customer services i was told my devices are to blame and its not virgin media fault.

Anyway here i am. I need someone who will look after this issue correctly please.
If i don't get the speed I'm promised which i think is around 350mb minimum on a 500mb line then ill be changing company.

One thing i will point out, i have asked numerous times for a new router and virgin wont give me one. Our wifi always says we have no internet connection on different devices. Have to turn router off then back on and wifi works for a few days then pops up connected but no internet access.
So we have to use our mobile data.

I have linked the speedtest results here and again its connected directly through a ethernet cable with wifi turned off. 

[Andruser]

Why keep giving this company chances it doesn't deserve? 

If you're seeing speeds of circa 2 Mbps, then you;d be far better off with an Openreach connection.  Even if it is only a promise of 38, you'd probably see a minimum of 30, so 15x better than VM, and you'd be paying far less.  Choose a smaller ISP like Zen Internet, AAISP, uno, Aquiss, or IDnet and you'd have better customer service too.

[jbrennand]

You could try a factory reset (again?) – a lot of the VM techies on here are suggesting it as a first option and it has worked for many customers.

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !
With the Hub "on" disconnect any ethernet connections and push in the “reset pin” with the end of a paperclip/thin nail or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 5' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings one to access the Hub.

Then, lets start with a detailed look at the Hub stats. Apologies if you have done this before - but worth starting again....

First off - do a quick check that all of your coax connections have been reconnected properly are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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.
If you just see a wall of "red" then your Hub is not accepting the "pings" - make sure you uncheck the “ignore ping from WAN side” box in the settings - note it will take an hour or two to start seeing a sensible picture.

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

[ne0beatsm0rp86]

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	299000000	Locked
Ranged Upstream Channel (Hz)	32600007	Locked
Provisioning State	Online

Refresh data

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

1	299000000	4.5	40	256 qam	21
2	139000000	6.1	40	256 qam	1
3	147000000	6.3	40	256 qam	2
4	155000000	5.5	40	256 qam	3
5	163000000	5.1	40	256 qam	4
6	171000000	5.1	40	256 qam	5
7	179000000	4.6	40	256 qam	6
8	187000000	4.5	40	256 qam	7
9	195000000	4.3	40	256 qam	8
10	203000000	4	40	256 qam	9
11	211000000	3.7	40	256 qam	10
12	219000000	3.4	40	256 qam	11
13	227000000	3.4	40	256 qam	12
14	235000000	3.5	40	256 qam	13
15	243000000	3.5	40	256 qam	14
16	251000000	3.4	40	256 qam	15
17	259000000	3.2	40	256 qam	16
18	267000000	3.5	40	256 qam	17
19	275000000	3.5	40	256 qam	18
20	283000000	3.9	40	256 qam	19
21	291000000	4	40	256 qam	20
22	307000000	4	40	256 qam	22
23	315000000	3.9	40	256 qam	23
24	323000000	3.7	40	256 qam	24

[ne0beatsm0rp86]

Refresh data

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

1	32600007	4.8	5120	64 qam	5
2	39399993	4.8	5120	64 qam	4
3	46199971	4.8	5120	64 qam	3
4	53699991	4.8	5120	64 qam	2

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

[ne0beatsm0rp86]

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	3
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	iyewrkldJKDHSUBsgvca

Primary Downstream Service Flow

SFID	25692
Max Traffic Rate	22000000
Max Traffic Burst	10000
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	25312
Max Traffic Rate	2100000
Max Traffic Burst	8160
Min Traffic Rate	0
Max Concatenated Burst	8160
Scheduling Type	BestEffort

[ne0beatsm0rp86]

Network Log

Time Priority Description

12/05/2020 16:00:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 12:51:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2020 00:25:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 11:33:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 21:43:37	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxxl500u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 21:43:37	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 17:31:36	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 17:10:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 13:19:38	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 11:15:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 04:55:44	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 14:18:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 21:26:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 21:26:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:33:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:33:38	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:33:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:33:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:04:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 17:55:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[ne0beatsm0rp86]

yea im really considering leaving. over 2 years i have had this issue and its a brand new housing area too so its not as if its older gear.

[jbrennand]

Stats dont look too bad. Did the reset actually work?

Post up the BQM data as soon as a sensible picture appears.

Just a thought - have you tried a new Cat6 cable older ones can "fail"?

What are wifi connections like ?

[ne0beatsm0rp86]

wifi is terrible, that was my main issue last time. I seriously believe its a router issue as the wifi connects but on devices shows as no internet so you have to turn box off, restart and then wifi works. But can drop out randomly few days later.

Thats the one thing never been changed is the box and it gets really hot too.