Virgin Media Community

[7builder]

I am suffering from slow broadband speeds and frequent dropout/buffering which seem to get worse when we have rainy weather so have decided to look into this further. 

Speed tests from my laptop over ethernet range between 12 - 37Mbps and I never see anything higher than this. I can see several errors in the network log including the well documented No Ranging Response received - T3 time-out error. One possibility for the cause of my ongoing problems might have something to do with the shoddy installation as you can see in the following photos that I took earlier today.

Wires ExposedCovered in mud & waterProtective cover sat in bottom of pit not in useThis can't be rightWhere have my Megabits gone?Wires exposed & used as a nest by a False Widow spider

In addition to all of these problems the cable from the footpath to my house was buried 10mm below the grass and has been damaged and repaired at least once as a result so the entire installation leave a lot to be desired.

Could someone from VM please contact me about this please so I can get this sorted ASAP?

[7builder]

Network Log

Time	Priority	Description
30/03/2019 02:22:5	Warning!	RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
30/03/2019 10:39:59	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
31/03/2019 00:20:59	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
02/04/2019 05:15:29	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/04/2019 13:48:18	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/04/2019 17:44:27	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/04/2019 01:27:29	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/04/2019 06:41:27	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[7builder]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	315000000	0	40	256 qam	23
2	139000000	0	40	256 qam	1
3	147000000	-0.7	40	256 qam	2
4	155000000	-1	40	256 qam	3
5	163000000	-0.7	40	256 qam	4
6	171000000	-0.2	40	256 qam	5
7	179000000	0	40	256 qam	6
8	187000000	0.4	40	256 qam	7
9	195000000	0.4	40	256 qam	8
10	203000000	0	40	256 qam	9
11	211000000	-0.2	40	256 qam	10
12	219000000	-0.2	40	256 qam	11
13	227000000	-0.2	40	256 qam	12
14	235000000	-0.5	40	256 qam	13
15	243000000	-0.4	40	256 qam	14
16	251000000	-0.2	40	256 qam	15
17	259000000	-0.5	40	256 qam	16
18	267000000	-0.7	40	256 qam	17
19	275000000	-0.7	40	256 qam	18
20	283000000	-0.5	40	256 qam	19
21	291000000	-0.5	40	256 qam	20
22	299000000	0	40	256 qam	21
23	307000000	0.4	43	256 qam	22
24	323000000	-0.2	40	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	7	0
2	Locked	40.9	6	0
3	Locked	40.9	5	0
4	Locked	40.9	5	0
5	Locked	40.3	5	0
6	Locked	40.9	5	0
7	Locked	40.9	4	0
8	Locked	40.3	5	0
9	Locked	40.9	5	0
10	Locked	40.9	5	0
11	Locked	40.9	5	0
12	Locked	40.3	3	0
13	Locked	40.9	5	0
14	Locked	40.9	5	0
15	Locked	40.9	5	0
16	Locked	40.3	5	0
17	Locked	40.9	5	0
18	Locked	40.3	6	0
19	Locked	40.3	4	0
20	Locked	40.9	6	0
21	Locked	40.9	31	0
22	Locked	40.9	13	0
23	Locked	43.3	5	0
24	Locked	40.9	11	0

[Shweby]

The first 5 pictures you posted have nothing to do with virgin media, looks like BT. Any why are you opening pit lids? Your downstream stats look good, also need to see the upstream. How are you testing you speed, wireless or wired?

[7builder]

Hi Shweby,

The first 5 pictures are of the inspection chamber outside my house that has CATV stamped on it and also the pit where the last VM engineer was working when relaying the cable across my lawn. As to the reason why I had the pit open? So I could take pictures to share with you guys based on the fact that the problem always gets worse when it rains. It seemed logical to me that when you factor in rain, cables and underground services that the problem might be underground hence me looking under the ground.

As mentioned in my first post the speed tests I have been running are from my laptop connected to the superhub 3 via ethernet.

Upstream bonded channels

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

1	46200268	4.65	5120	64 qam	87
2	53700283	4.725	5120	64 qam	86

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0

Whilst everything looks good at the moment it will, as it always does, drop off rapidly and buffer to the point that online gaming, Netflix, Amazon Prime etc are no longer useable.

[7builder]

The cover is stamped CATV

[7builder]

Hi Shweby,

I carried out the speedtest on ethernet directly connected to the Superhub. The upstream data is as follows:

Upstream bonded channels

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

1	46200268	4.65	5120	64 qam	87
2	53700283	4.725	5120	64 qam	86

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0

[Shweby]

It may be stampted cat v, but that is 100% not virgin. Your upstreams are fine, but you should have 4 upstream channels not 2. What speed package are you on? And have you tested on other devices to rule out a problem with your device?

[7builder]

I am on 150Mbps and got that a moment ago when trying speedtest.net.
I have problems with all devices connected to the network whether they are on ethernet or WiFi, laptops, iPads, Samsung tablet, iPhone, several Android phones Xbox One and Playstation.

When the cable was installed from the road to my property it ran diagonally across my lawn to the inspection chamber in those pictures. The VM engineer was working in that chamber for quite a while so I'm not sure what to make of that. The line cut into my lawn heads directly to that inspection chamber.

Although my service looks ok at the moment can I ask you what you make of the network error messages I included in my first post as there seem to be quite a few critical errors?

[Shweby]

No idea why he was working in that pit as i cant see any catv siamese cable which is what virgin use, as i said it looks like bt. Those errors arent good and most likely is whats causing your issues. What causing those issues could be a number of things, most likely a network fault. Cant see the pic you posted as it needs to be approved.