Hello,
I recently came back to Virgin media broadband and setup new hub 3 on Monday however, I am experiencing similar issues as to why I left a year or two ago with slower than expected WiFi speeds. I have gone through the standard checks as per FAQ and called the helpline.
There was an issue they resolved but I'm not noticing any difference.
I did a full reset of the router yesterday.
I downloaded the connect app which shows every room of my house has great wifi connection.
Same issue with 2 smartphones and 1 laptop. I have tried with only one device connected (my smartphone) and only get half of the advertised speed using it.
The laptop was only getting 23Mbps whereas phones are around 50-53Mbps (these are by no means terrible speeds but when I signed up was advised to expect around 100Mbps), I am suspicious there could still be something limiting my account from previous setup which I think was 50Mbps given it doesn't seem to get any higher but it may be that my phone is too low spec etc it is honor 9 lite on Android 9, doesn't support 5Ghz.
I tried splitting the networks to have a guest one and use the smart TV on that while my partner used the main one on his laptop but didn't seem to make a difference so am having to not stream video etc while he is using the laptop for work. The whole reason we came back to Virgin was due to temperamental connection/speeds using mobile phone as a hot spot when trying to work from home during lockdown band being unable to use the laptop and something else at the same time, it is at least a bit better but not much so far!
We've not managed to get the ethernet working on the laptop yet, it's my partners work one so may be down to some security settings as asking for credentials we can't find.
When I looked for others with similar issues I saw a post asking to copy & paste some details. I am including these below.
Does anyone has any insight or ideas of what else to try? Any other useful information I could source?
The cable coming into my house goes into a metal box not the white ones as per the photos online.
Cable Modem Status
ItemStatusComments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
39400005
Locked
Provisioning State
Online
Downstream
Refresh data
Downstream bonded channels
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
133100000015.440256 qam25
225100000014.440256 qam15
325900000014.440256 qam16
426700000014.640256 qam17
527500000014.140256 qam18
628300000014.940256 qam19
72910000001540256 qam20
829900000015.340256 qam21
930700000015.340256 qam22
1031500000014.840256 qam23
1132300000015.540256 qam24
1237100000014.940256 qam26
1337900000014.540256 qam27
1438700000014.940256 qam28
1539500000014.540256 qam29
1640300000015.140256 qam30
174110000001538256 qam31
184190000001540256 qam32
1942700000015.340256 qam33
204350000001540256 qam34
2144300000015.140256 qam35
224510000001540256 qam36
2345900000015.140256 qam37
2446700000015.340256 qam38
Downstream bonded channels
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.3920
2Locked40.990
3Locked40.390
4Locked40.380
5Locked40.300
6Locked40.3140
7Locked40.360
8Locked40.3220
9Locked40.990
10Locked40.3120
11Locked40.3230
12Locked40.31710
13Locked40.3980
14Locked40.32570
15Locked40.31270
16Locked40.92620
17Locked38.95420
18Locked40.33260
19Locked40.31310
20Locked40.3480
21Locked40.9160
22Locked40.3200
23Locked40.9320
24Locked40.9200
Upstream
Refresh data
Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940000537.5512064 qam2
23260002937.7512016 qam3
32580025637.8512016 qam4
44620000037.5512064 qam1
Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Configuration
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm
Primary Downstream Service Flow
SFID405910
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0
Primary Upstream Service Flow
SFID405909
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
Network Log
TimePriorityDescription
25/01/2021 16:57:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 16:56:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 13:44:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 13:26:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 13:13:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 13:11:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:28:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 11:59:36noticeSW download Successful - Via Config file
25/01/2021 11:57:42noticeSW Download INIT - Via Config file
01/01/1970 00:01:48critical16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:48criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:27Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:39:37noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2019 14:35:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2019 14:35:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Many thanks,
Hannah
I will update with the details of the other smartphone & laptop when my partner has finished work, I know the smartphone is galaxy note 9 edge or something like that but need to check what speed it gets. I'll also try setting up the ethernet cable in case it was user error unable to get it working yesterday so can compare the speeds
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1d297b0ebcccf3e65c1418080b18a1022a870525