Virgin Media Community

[HGP]

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 

[HGP]

I have hopefully setup the think broadband monitor correctly, I am having issue sharing the link https://www.thinkbroadband.com/broadband/monitoring/quality/share/1d297b0ebcccf3e65c1418080b18a1022a...

If it removes it again the code after share is 1d297b0ebcccf3e65c1418080b18a1022a870525

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1d297b0ebcccf3e65c1418080b18a1022a870525

[HGP]

17.5 Mbps on Samsung Galaxy Note 9 (the laptop was also connected at the same time)

[carl_pearce · Accepted solution]

---

@HGP wrote:

17.5 Mbps on Samsung Galaxy Note 9 (the laptop was also connected at the same time)

---

Difficult to tell from the copy/pasted text however:

• Your downstream power levels are out of spec (-6 to +10 is in spec, 0dB optimal).
• Your upstream channels (Two of them) are out of spec on QAM (All channels should be 64).

[HGP]

Thank you, I tried restarting the router and it now has as post rs error on one channel as per below.

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1 Locked 40.3 22984 4

I couldn't get through on the support phone line earlier so will give them a call tomorrow as certainly seems as though there is a fault.

[HGP]

The wired connection to laptop was even worse! 7.8Mbps at least I have the comparison now for when I call tomorrow and can't try to fob me off with it being my WiFi signal 😄 

It was so bad the speed test link from virgin couldn't even open the adverts

[HGP]

Engineer visit booked, fingers crossed they can get to the route of the problem

[HGP]

Engineer visit this morning and in much better shape now, he was surprised we had even managed to get online.  Excellent customer service from retentions & engineer.  Not so much from the helpline when you have a fault with your broadband line.

Still one upstream channel out of spec but going to see how we get on with it over the next few days.

Router status

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	427000000	4.3	40	256 qam	33
2	251000000	3.9	40	256 qam	15
3	259000000	4	40	256 qam	16
4	267000000	4.1	40	256 qam	17
5	275000000	4	40	256 qam	18
6	283000000	4.4	40	256 qam	19
7	291000000	4.5	40	256 qam	20
8	299000000	5	40	256 qam	21
9	307000000	4.9	40	256 qam	22
10	315000000	4.8	40	256 qam	23
11	323000000	5	40	256 qam	24
12	331000000	5	40	256 qam	25
13	371000000	4.5	40	256 qam	26
14	379000000	4.3	40	256 qam	27
15	387000000	4.1	40	256 qam	28
16	395000000	4.3	40	256 qam	29
17	403000000	4.8	40	256 qam	30
18	411000000	4.5	40	256 qam	31
19	419000000	4.5	40	256 qam	32
20	435000000	4.5	40	256 qam	34
21	443000000	4.8	40	256 qam	35
22	451000000	4.4	40	256 qam	36
23	459000000	4.5	40	256 qam	37
24	467000000	4.3	40	256 qam	38

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	29	0
2	Locked	40.9	10	0
3	Locked	40.9	5	0
4	Locked	40.9	11	0
5	Locked	40.3	7	0
6	Locked	40.3	9	0
7	Locked	40.3	6	0
8	Locked	40.3	11	0
9	Locked	40.9	11	0
10	Locked	40.9	6	0
11	Locked	40.9	17	0
12	Locked	40.9	12	0
13	Locked	40.9	79	0
14	Locked	40.9	51	0
15	Locked	40.3	83	0
16	Locked	40.3	48	0
17	Locked	40.9	54	0
18	Locked	40.3	70	0
19	Locked	40.3	78	0
20	Locked	40.3	63	0
21	Locked	40.3	10	0
22	Locked	40.9	15	0
23	Locked	40.3	26	0
24	Locked	40.3	12	0

Upstream bonded channels

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

1 39400000 47.3 5120 64 qam 2

2 32600000 47.3 5120 64 qam 3

3 25800083 47.3 5120 16 qam 4

4 46200000 47.3 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 1 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 0 0

4 ATDMA 0 0 0 0