Virgin Media Community

[paweldk]

Hello,

Since about three weeks ago my broadband started to disconnect and slow down very frequently. I have tried all the troubleshooting I could find here, but no luck. I get slow connections via ethernet. I have restarted the router which has made no difference for me too. it comes back and goes away randomly. 

I'm on m200 and only getting 14.5 download and 0.8 Mbps upload speeds.

Please see below for logs from my Hub (Super Hub 2) which may hopefuly help to identify a problem:

Network Log

First Time	Last Time	Priority	Error Number	Description
17/05/2021 17:44:26 GMT	17/05/2021 17:44:26 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:40:04 GMT	17/05/2021 17:40:04 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:39:13 GMT	17/05/2021 17:39:13 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:38:10 GMT	17/05/2021 17:38:10 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:36:18 GMT	17/05/2021 17:36:18 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:34:54 GMT	17/05/2021 17:34:54 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:34:53 GMT	17/05/2021 17:34:53 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:15:20 GMT	17/05/2021 17:15:20 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:13:29 GMT	17/05/2021 17:13:29 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:13:25 GMT	17/05/2021 17:13:25 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:07:42 GMT	17/05/2021 17:07:42 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:06:54 GMT	17/05/2021 17:06:54 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:03:06 GMT	17/05/2021 17:03:06 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 17:02:03 GMT	17/05/2021 17:02:03 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:58:45 GMT	17/05/2021 16:58:45 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:58:15 GMT	17/05/2021 16:58:15 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:52:28 GMT	17/05/2021 16:52:28 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:50:38 GMT	17/05/2021 16:50:38 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:49:47 GMT	17/05/2021 16:49:47 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/05/2021 16:48:40 GMT	17/05/2021 16:48:40 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	138750000	146750000	154750000	162750000	170750000	178750000	186750000	194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	6.81	6.68	6.69	6.01	6.18	6.43	6.20	5.76
RxMER (dB)	35.42	35.42	35.97	35.78	36.17	36.39	36.61	35.97
Pre RS Errors

61138762	32608842	4929060	4347108	3873078	3786603	4000378	4478679
Post RS Errors

44232020

3159603

1979872

779682

150565

107976

229547

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	8	6	5	7
Frequency (Hz)	25800000	39400000	46200000	32600000
Ranging Status	Success	Success	Success	Success
Modulation	32QAM	16QAM	16QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	45.54	46.96	47.46	46.50
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	36	35	32	38
T4 Timeouts	0	0	0	0

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type	16QAM	QPSK	16QAM	32QAM	32QAM	16QAM
Differential Encoding	OFF	OFF	OFF	OFF	OFF	OFF
Preamble Length	56	640	384	104	104	104
Preamble Value Offset	652	0	0	716	716	716
FEC Error Correction (T)	0	5	5	8	13	5
FEC Codeword Information Bytes (K)	16	34	34	114	220	86
Maximum Burst Size	0	0	0	4	255	255
Guard Time Size	8	48	48	8	8	8
Last Codeword Length	Fixed	Fixed	Fixed	Shortened	Shortened	Shortened
Scrambler On/Off	ON	ON	ON	ON	ON	ON

Please could somebody take a look and advise? Thank you.

[Andrew-G · Accepted solution]

Yep, upstream is a disaster, with poor modulation and very high timeout counts.  I've marked that for the staff to advise, they'll arrange a technician visit for you.

[paweldk]

Thank you for the response. I will wait for a member of staff to advise and hopefuly book an engineer's visit.

[Laurie_C · Accepted solution]

Hi paweldk,

Thanks for getting in touch. I'm sorry that you're having some problems with your broadband connection.

I'll just need to confirm some details with you via Private Message so that we can get you an engineer appointment booked. Please look out for a purple envelope in the top right corner of your screen.

Kind regards,

Laurie