Virgin Media Community

[Culwenspoint]

Hello,

I tried looking to contact Virgin but I think they've disabled all their communications... so I am posting here as a final resort. Hoping I get some response on an official capacity, or just some helpful information from current users.

I have read a lot on these forums and a bit like when you google symptoms, you think you have a myriad of diseases. So rather than claiming to be in everyone's boat, which might well be the case! I thought I would post what my first experience with Virgin broadband is and see if there's a way to resolve it

Context: I have been trying to use the wireless feature of my Broadband. I initially tried using my work laptop and found that the Download speed would intermittently drop down below 1mbps using SpeedTest. Reading the forums, the suggestions seemed to point in using an ethernet cable. Which I have and I can gladly say, my laptop is fine in terms of speed. 

However, the issue with using Wireless seems to persist and to be frank, I know that it isn't guaranteed by Virgin, but if I can't use simply to play an online mobile game without it dropping every time. I just don't understand the point in having wireless if it's this unreliable. I know other places that don't have this issue so I can't say that this is expected. What I have to do it disconnect the wifi from the mobile and then reconnect in the hopes that it refreshed/reminds the Hub to send me some download speed. I have a feeling the issue of it dropping to below 1mbps is the reason why it drops out.

FYI:

• My package is 200 Mbps
• I have looked at logs previously and see that my Hub has the No Ranging Response error.
• I have reset the hub numerous times.
• I have also have a Virgin landline issue which claims there to be a voltage issue (using Virgin's Server Status tool)
• I have set up a BQM which looks normal (what I think looks normal - no red) most days My BQM 
  • Only noticeable downtime was on the 9th for most of the day and the 11th for a short moment

So my question is:

1. Is this a phase? Is everyone suffering this issue?
2. Is this expected to be a teething issue when joining Virgin?
3. Is this likely due to be a voltage issue?
4. If it is a voltage issue, how would I get about getting Virgin to assist if their Help, isn't available right now?

Any further assistance would be appreciated!

Thanks.

[MikeRobbo · Accepted solution]

Your >> BQM << is fine.

Let's get the worst bit over and done with ...

VM do not, and never have guaranteed Wi-Fi speed or coverage, so whatever you get out of the Hub is as good as it gets from that piece of equipment.

Now that is done we can look at the Hub and see if everything as it should be ...

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.

[Culwenspoint]

Thanks Mike. Much appreciated.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	202750000	5.1	38	256 qam	9
2	138750000	6.5	38	256 qam	1
3	146750000	6.3	38	256 qam	2
4	154750000	6.3	40	256 qam	3
5	162750000	6	40	256 qam	4
6	170750000	6.1	38	256 qam	5
7	178750000	6	38	256 qam	6
8	186750000	6	38	256 qam	7
9	194750000	5.5	40	256 qam	8
10	210750000	4.9	38	256 qam	10
11	218750000	5	40	256 qam	11
12	226750000	4.8	38	256 qam	12
13	234750000	4.8	40	256 qam	13
14	242750000	5	38	256 qam	14
15	250750000	5.5	38	256 qam	15
16	258750000	5.8	38	256 qam	16
17	266750000	2.4	38	256 qam	17
18	274750000	3.7	38	256 qam	18
19	282750000	4.1	40	256 qam	19
20	290750000	4.5	40	256 qam	20
21	298750000	4.9	40	256 qam	21
22	306750000	4.6	40	256 qam	22
23	314750000	4.6	40	256 qam	23
24	322750000	4.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	18	0
2	Locked	38.9	27	0
3	Locked	38.9	12	0
4	Locked	40.3	13	0
5	Locked	40.3	13	0
6	Locked	38.9	19	0
7	Locked	38.6	25	0
8	Locked	38.9	12	0
9	Locked	40.3	11	0
10	Locked	38.9	9	0
11	Locked	40.3	11	0
12	Locked	38.9	12	0
13	Locked	40.3	12	0
14	Locked	38.9	12	0
15	Locked	38.9	11	0
16	Locked	38.9	6	0
17	Locked	38.9	384	0
18	Locked	38.9	16	0
19	Locked	40.3	13	0
20	Locked	40.3	8	0
21	Locked	40.3	23	0
22	Locked	40.3	57	0
23	Locked	40.3	11	0
24	Locked	40.3	19	0

Upstream bonded channels

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

1	53700000	45.3	5120	64 qam	2
2	46200000	45.3	5120	64 qam	3
3	39400000	45.3	5120	64 qam	4
4	60299941	45.3	5120	64 qam	1

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	198952
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	198951
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Time Priority Description

13/01/2021 01:09:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 18:07:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 05:18:0	notice	SW download Successful - Via NMS
09/01/2021 05:15:40	notice	SW Download INIT - Via NMS
08/01/2021 11:07:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 21:59:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 15:18:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 14:14:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 16:25:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 20:50:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 04:25:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 08:43:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 16:25:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 15:38:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 15:27:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 15:19:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 14:58:59	notice	SW download Successful - Via Config file
29/12/2020 14:57:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 14:56:46	notice	SW Download INIT - Via Config file

[MikeRobbo]

Your Hub data looks OK.

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?

[Culwenspoint]

This is the SamsKnows

The reported connection is supposedly 1000 mbps! which doesn't make sense.

I've also included the other devices with range from above 100 which is fine but some hit a low 6 mbps. 

Ethernet connection is fine. I'm trying to figure out if there's an issue that I can resolve for Wireless.

I know the disclaimer about WiFi but do you know how I can troubleshoot it as from experience, something isn't right about it if it keeps dropping out. Most of the devices are Amazon speakers so I can't imagine them taxing the download speed when not actively downloading.

Update: Refreshing the Hub 3.0 list of devices, the 6 mbps speeds have jumped to expected levels. It feels like there's a strain causing a drop somewhere. Could it be a voltage issue?

Also, are all those error messages in the log fine? Aren't they things that need to be fixed?

[MikeRobbo]

---

@Culwenspoint wrote:

This is the SamsKnows

The reported connection is supposedly 1000 mbps! which doesn't make sense.

I've also included the other devices with range from above 100 which is fine but some hit a low 6 mbps. 

Ethernet connection is fine. I'm trying to figure out if there's an issue that I can resolve for Wireless.

I know the disclaimer about WiFi but do you know how I can troubleshoot it as from experience, something isn't right about it if it keeps dropping out. Most of the devices are Amazon speakers so I can't imagine them taxing the download speed when not actively downloading.

Update: Refreshing the Hub 3.0 list of devices, the 6 mbps speeds have jumped to expected levels. It feels like there's a strain causing a drop somewhere. Could it be a voltage issue?

Also, are all those error messages in the log fine? Aren't they things that need to be fixed?

---

The 1000Mbs is the connection capability, meaning your cable and NIC are capable of working at 1000Mbs.

Your WAN speed is good.

Just need to look at the Wi-Fi. 

You have to realise that VM do not, and never have guaranteed Wi-Fi speed or coverage.

May I advise you to download and install a Wi-Fi analyser to show if there are any foreign Wi-Fi broadcasts interfering with your own Wi-Fi signals and where there are poor signal strengths..

From there you can look at refining your own Wi-Fi broadcasts.

I use this one ...

WiFi Analyzer Premium - Apps on Google Play

[Culwenspoint]

Just an update:

I have had an engineer who replaced the Hub 3.0. This solved an voltage issue that I had that was caused by my old phoneline still being connected.

This meant there was no longer a red flashing symbol for the phone line.

After the replaced Hub, the mobile games that I used as a test of the wireless became bearable (such that they didn't constantly drop out or lag).

I still had issues of connectivity to the wireless aspect of my broadband.

I since invested in to a mesh system (eero specifically as the synergy with my current Alexa related products was better). As soon as I installed the eero mesh product, my wireless was flawless. No longer dropping out.

Therefore, as advise to others, constant drop out could be that there's too many devices connecting to the Hub and with the mesh system, it shares the load and so there's less interference. I've read on various forums that the Hub 3 is just not great and so definitely recommend the mesh system.