on 14-12-2021 10:29
Within the last month or so we have begun suffering from intermittent speeds and in particular, very poor upload speeds at times that make dialing into video calls impossible.
We have M500 service, a Hub 4, and three virgin Wifi pods dotted around, so while connection is over Wifi, it doesn't seem to be a connectivity issue (and the service was previously fine with just one pod).
Any help, much appreciated!
I'm running a BQM -
https://www.thinkbroadband.com/broadband/monitoring/quality/share/3219f8756aa935dac3f3b95658ccd905d83bb4b5
https://www.thinkbroadband.com/broadband/monitoring/quality/share/98418d8fdc62d68a4184b4182fa7097f26643981-14-12-2021
on 14-12-2021 10:31
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
25 | 331000000 | 7.500000 | 40.366287 | QAM256 | 25 |
1 | 139000000 | 8.599998 | 40.946209 | QAM256 | 1 |
2 | 147000000 | 8.500000 | 40.366287 | QAM256 | 2 |
3 | 155000000 | 8.900002 | 40.946209 | QAM256 | 3 |
4 | 163000000 | 8.400002 | 40.366287 | QAM256 | 4 |
5 | 171000000 | 7.800003 | 40.366287 | QAM256 | 5 |
6 | 179000000 | 8.000000 | 40.366287 | QAM256 | 6 |
7 | 187000000 | 8.099998 | 40.366287 | QAM256 | 7 |
8 | 195000000 | 7.900002 | 40.366287 | QAM256 | 8 |
9 | 203000000 | 8.900002 | 40.946209 | QAM256 | 9 |
10 | 211000000 | 8.300003 | 40.946209 | QAM256 | 10 |
11 | 219000000 | 8.099998 | 40.366287 | QAM256 | 11 |
12 | 227000000 | 8.699997 | 40.366287 | QAM256 | 12 |
13 | 235000000 | 8.199997 | 40.946209 | QAM256 | 13 |
14 | 243000000 | 8.599998 | 40.946209 | QAM256 | 14 |
15 | 251000000 | 8.500000 | 40.366287 | QAM256 | 15 |
16 | 259000000 | 8.599998 | 40.366287 | QAM256 | 16 |
17 | 267000000 | 8.699997 | 40.366287 | QAM256 | 17 |
18 | 275000000 | 9.199997 | 40.366287 | QAM256 | 18 |
19 | 283000000 | 8.500000 | 40.946209 | QAM256 | 19 |
20 | 291000000 | 7.800003 | 40.366287 | QAM256 | 20 |
21 | 299000000 | 8.000000 | 40.946209 | QAM256 | 21 |
22 | 307000000 | 7.599998 | 40.366287 | QAM256 | 22 |
23 | 315000000 | 7.699997 | 40.366287 | QAM256 | 23 |
24 | 323000000 | 7.900002 | 40.946209 | QAM256 | 24 |
26 | 339000000 | 7.000000 | 40.366287 | QAM256 | 26 |
27 | 347000000 | 6.800003 | 40.366287 | QAM256 | 27 |
28 | 355000000 | 7.300003 | 40.366287 | QAM256 | 28 |
29 | 363000000 | 6.500000 | 40.366287 | QAM256 | 29 |
30 | 371000000 | 7.000000 | 40.946209 | QAM256 | 30 |
31 | 379000000 | 7.300003 | 40.946209 | QAM256 | 31 |
25 | Locked | 40.366287 | 0 | 0 |
1 | Locked | 40.946209 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.946209 | 0 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.946209 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 40.946209 | 0 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.946209 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.946209 | 0 | 0 |
on 14-12-2021 10:33
1 | 53700000 | 39.020599 | 5120 KSym/sec | 64QAM | 10 |
2 | 39400000 | 37.270599 | 5120 KSym/sec | 64QAM | 12 |
3 | 46200000 | 38.770599 | 5120 KSym/sec | 64QAM | 11 |
4 | 60300000 | 39.520599 | 5120 KSym/sec | 64QAM | 9 |
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | 69834ncxv9873254k;fg87dsfd;kf |
SFID | 22692 |
Max Traffic Rate | 690000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 22691 |
Max Traffic Rate | 44000278 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
on 14-12-2021 10:33
Time Priority Description
Fri Nov 19 12:35:25 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Nov 19 12:47:41 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 20 20:32:02 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Nov 20 23:11:57 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 21 08:40:11 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 21 14:45:59 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 21 14:46:00 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 21 18:02:17 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Nov 23 19:52:46 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Nov 24 18:13:25 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Nov 24 18:13:25 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Nov 24 20:13:27 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Nov 25 02:05:26 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 28 06:13:25 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 28 06:13:25 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 28 07:59:48 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Nov 28 21:59:00 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Nov 29 01:34:02 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Nov 29 15:10:36 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Nov 29 15:22:52 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Nov 30 20:34:37 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 2 10:41:58 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 2 10:41:59 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 2 20:06:36 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 4 01:44:29 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 5 14:57:45 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 5 14:57:45 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Dec 6 03:12:00 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 9 02:57:45 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 9 02:57:45 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 9 03:22:43 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 12 14:57:45 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 12 14:57:45 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 12 15:27:45 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 12 15:27:45 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 14 01:48:12 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 14 02:45:31 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 17-12-2021 13:27
Hi Timrees88,
Thank you for your post. I'm very sorry to hear about the issue with your broadband.
I have been able to locate your account and it looks like you may need an engineer out regarding this.
What I will do is private message you so we can look into this.
^Martin
on 17-12-2021 15:40
Thank you for chatting with me over Private Message.
To confirm if you do need amend your appointment at any point you can do via your online account: https://virg.in/myvmapp
Please do keep us posted on this.
^Martin
on 10-01-2022 10:21
After having a very helpful engineer visit me from your booking, it was determined that I needed new cabling to the front of my house. This was booked for 4th January. At ~midday, (within a scheduled window of 8am to 1pm) the appointment was cancelled and rescheduled for 2 weeks in the future(18th January). Having spoken with a chat operator, and someone over the phone, I have been given three different (and equally implausible) reasons why this was cancelled.
I was told that a review of the situation was opened and I would hear back from a manager within 24 hours. That has obviously not happened.
Could someone please explain why my appointment was cancelled at the last minute and why I have been given such differing and implausible information as to why? I just want an internet service that works, and its becoming increasingly frustrating that Virgin does not seem able to provide this, despite paying for a premium service
on 12-01-2022 13:27
Good afternoon @Timrees88,
Thank you for coming back to us.
I have located your account & I can see that you have spoken with the customer care team over the last few days, Have they been able to explain everything to you?
Kind regards,
Zak_M
on 12-01-2022 15:02
No. Another promise to receive a call back that has yet to occur.
on 14-01-2022 16:59
Thank you for confirming that information for me.
I am going to pop you over another PM so that I can look further into this for me.
Kind regards,
Zak_M