Virgin Media Community

[Graf2502]

Hi. Had Virgin 500 for circa 7 months. Had loads of problems on the second and third floors. After a painstaking time finally thought the new "Pod" had fixed things. Getting speeds of 250 on ground floor, 150 on third floor. However, after a month with no issues the top floor is again poor. It can literally drop from 150 to 1 or less within a second, then jump back up within 30 seconds. I am convinced this is just a poor service coming into the property. No hardware issues and the fact the speed can be so fast is frustrating. I cannot continue with this as it is affecting my work. Any ideas, as I will be going back to BT as soon as poss if this continues. BT don't get anywhere near these speeds, but it was a reliable 50 on every floor, and never crashed. 

[Andrew-G]

If it is a poor connection into the property, then the speed problems should be apparent on all floors, although if you're seeing a maximum of 250 on the ground floor with a 500 connection, then that may be an indication of problems - a modern wifi device such as any premium smartphone should be able to hit 450-550 adjacent to the hub.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screensots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts on the connection.

[Graf2502]

Hi Andrew, thanks for the quick response.

1	203000000	8.4	38	256 qam	9
2	139000000	12	38	256 qam	1
3	147000000	11.9	38	256 qam	2
4	155000000	11.1	38	256 qam	3
5	163000000	10.3	38	256 qam	4
6	171000000	10.3	38	256 qam	5
7	179000000	9.5	38	256 qam	6
8	187000000	9.5	37	256 qam	7
9	195000000	8.9	38	256 qam	8
10	211000000	8.1	38	256 qam	10
11	219000000	7.6	38	256 qam	11
12	227000000	7.5	38	256 qam	12
13	235000000	7.5	38	256 qam	13
14	243000000	7.5	38	256 qam	14
15	251000000	7.3	38	256 qam	15
16	259000000	7.4	38	256 qam	16
17	267000000	7	38	256 qam	17
18	275000000	7	38	256 qam	18
19	283000000	6.5	38	256 qam	19
20	291000000	6	37	256 qam	20
21	299000000	5.8	37	256 qam	21
22	307000000	5.5	38	256 qam	22
23	315000000	5.4	38	256 qam	23
24	323000000	5	38	256 qam	24

[Graf2502]

1	Locked	38.9	17	0
2	Locked	38.6	32	0
3	Locked	38.9	28	0
4	Locked	38.6	38	0
5	Locked	38.9	30	0
6	Locked	38.9	30	0
7	Locked	38.9	15	0
8	Locked	37.6	15	0
9	Locked	38.6	22	0
10	Locked	38.6	15	0
11	Locked	38.6	15	0
12	Locked	38.6	21	0
13	Locked	38.6	14	0
14	Locked	38.9	18	0
15	Locked	38.6	25	0
16	Locked	38.6	17	0
17	Locked	38.6	17	0
18	Locked	38.9	14	0
19	Locked	38.6	17	0
20	Locked	37.6	21	0
21	Locked	37.6	31	0
22	Locked	38.9	22	0
23	Locked	38.6	24	0
24	Locked	38.6	21	0

[Graf2502]

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

1	60300007	46	5120	64 qam	5
2	39400000	44.5	5120	64 qam	8
3	46200061	44.5	5120	64 qam	7
4	53700000	44.5	5120	64 qam	6

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Graf2502]

Network LogTime Priority Description

01/05/2021 09:05:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:11:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 22:16:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 11:57:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 11:57:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 15:17:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 21:52:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:42:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 08:08:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 17:32:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 17:32:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Graf2502]

25/04/2021 17:32:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:59:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 12:56:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 04:02:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 22:06:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Laurie_C]

Hi Graf2502,

Thanks for getting in touch and welcome to the Community Forum! I'm sorry that you've been having some problems with your broadband connection.

I've been able to locate your account using your Forum details, and I can see that there are some problems showing from our end. I've booked you an engineer appointment so that we can try to get this issue resolved. You can find the details of this appointment on your MyVM page.

Please let me know if you need any more help with this.

Thanks,

Laurie

[Graf2502]

Thanks for getting in touch Laurie, much appreciated, fingers crossed 🤞

[Laurie_C · Accepted solution]

You're very welcome Graf7502, please don't hesitate to get back in touch if these problems persist.

Cheers,

Laurie