Virgin Media Community

[TerryUK]

Hi All,

Just taken out Virgin Media on the Gig1 plan (was 500mb but then used volt to go to Gig1). I have had it just over a month now and my internet speeds are very varied - sometimes I get close to 1000mbps, other times I can just about reach 100mbps. I have reseated the cables and I am on my 3rd modem. Engineer visit didn't test anything and literally swapped my modem and left saying that will fix the issue. When I had the Hub 3 while I was on the 500MB plan I used to have a RCS Partial Service message on the hub and the connection was always going down, it was unusable and all of the phones ended up falling back to data and everyone exceeded their data plans during that time. Since going to Gig1 and the Hub4, the connection is a lot better, but the speeds are very erratic.

Looking at the network details, it looks like my power levels look OK from what I understand but I am getting a lot of errors. These stats are after about 10mins after a modem reboot. Currently only seem to be pulling down just over 100MB down (It's 1AM in the morning)

3.0 Downstream channels

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

25	331000000	2.599998	35.779911	QAM256	25
6	179000000	4.699997	33.956509	QAM256	6
7	187000000	4.900002	34.345688	QAM256	7
8	195000000	4.800003	34.345688	QAM256	8
9	203000000	4.800003	34.483570	QAM256	9
10	211000000	4.300003	34.483570	QAM256	10
11	219000000	4.500000	31.688669	QAM256	11
12	227000000	4.300003	33.834164	QAM256	12
13	235000000	3.799999	34.483570	QAM256	13
14	243000000	3.099998	34.345688	QAM256	14
15	251000000	2.700001	33.062504	QAM256	15
16	259000000	2.000000	33.956509	QAM256	16
17	267000000	2.400002	34.345688	QAM256	17
18	275000000	3.200001	35.083549	QAM256	18
19	283000000	3.599998	35.083549	QAM256	19
20	291000000	4.000000	35.083549	QAM256	20
21	299000000	3.500000	35.595078	QAM256	21
22	307000000	3.099998	35.595078	QAM256	22
23	315000000	2.799999	35.595078	QAM256	23
24	323000000	2.599998	35.595078	QAM256	24
26	339000000	2.500000	35.595078	QAM256	26
27	347000000	2.200001	35.595078	QAM256	27
28	355000000	2.200001	35.595078	QAM256	28
29	363000000	1.900002	35.779911	QAM256	29
30	371000000	1.799999	35.595078	QAM256	30
31	379000000	2.099998	35.595078	QAM256	31
32	387000000	1.700001	35.595078	QAM256	32
33	395000000	1.400002	35.779911	QAM256	33
34	403000000	1.400002	35.595078	QAM256	34
35	411000000	1.000000	35.779911	QAM256	35
36	419000000	0.500000	35.595078	QAM256	36

3.0 Downstream channels

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

25	Locked	35.779911	11	0
6	Locked	33.956509	733	0
7	Locked	34.345688	677	0
8	Locked	34.345688	480	0
9	Locked	34.483570	228	0
10	Locked	34.483570	140	0
11	Locked	31.688669	332062	0
12	Locked	33.834164	2841	0
13	Locked	34.483570	117	0
14	Locked	34.345688	423	0
15	Locked	33.062504	16705	0
16	Locked	33.956509	1228	0
17	Locked	34.345688	261	0
18	Locked	35.083549	39	0
19	Locked	35.083549	17	0
20	Locked	35.083549	20	0
21	Locked	35.595078	6	0
22	Locked	35.595078	11	0
23	Locked	35.595078	12	0
24	Locked	35.595078	5	0
26	Locked	35.595078	3	0
27	Locked	35.595078	2	0
28	Locked	35.595078	1	0
29	Locked	35.779911	6	0
30	Locked	35.595078	5	0
31	Locked	35.595078	8	0
32	Locked	35.595078	4	0
33	Locked	35.779911	0	0
34	Locked	35.595078	10	0
35	Locked	35.779911	0	0
36	Locked	35.595078	6	0

[TerryUK]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

37

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

37

Locked

35

-7.3

4817739

3894

3.0 Upstream channels

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

1	43100000	39.020599	5120 KSym/sec	64QAM	2
2	30100000	38.270599	5120 KSym/sec	64QAM	4
3	49600000	39.270599	5120 KSym/sec	64QAM	1
4	23600000	37.520599	5120 KSym/sec	64QAM	5
5	36600000	38.770599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

35.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

53.4

0

0

[TerryUK]

Network Log

Time Priority Description

Tue Jan 31 10:22:04 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:34 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:40 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:42 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:23:49 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:24:29 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:24:30 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:25:09 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:25:17 2023	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:23:32 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:23:36 2023	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:24:32 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 18:24:44 2023	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:04:12 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:04:37 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:18 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:18 2023	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:30 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 19:05:39 2023	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:06:16 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:06:36 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:06:52 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 03:07:05 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:32 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:37 2023	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:44 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:49 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:49 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:52 2023	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:52 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:11:52 2023	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:00 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:07 2023	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:30 2023	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:31 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:33 2023	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:36 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:12:48 2023	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:13:58 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:14:02 2023	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 10:17:41 2023	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 12:31:30 2023	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adduxi]

Your DS power levels look a bit low on some channels and would need a VM tech to sort this out. I would expect to see at least 34db

If you wait here a day or two a VM Mod will pick this up.

[Kath_F]

Hi TerryUK, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you're having an issue with your broadband connection. Taking a look at things this end we can see several of your downstream signal levels are out and need adjusting. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi TerryUK, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment 

➡ The technician discovers that the fault or problem relates to your equipment

➡ The technician discovers that the fault or problem relates to any system that we are not responsible for

➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.

[TerryUK]

Just an update, the engineer arrived and said that the signals are not high enough and also too much noise, he re run the cable to virgin modem which he said cleared the noise issues but the signal still remained low. Have been told a new bigger cable needs to be installed from the box to the house and this is booked for the 1st March. Unfortunately the issues have been worse since the engineer arrived 😞

I will update you once the new cable has been installed. If you guys can try and get the install brought forward that would be fab!

[Kath_F]

Hi TerryUK, 

Thanks for taking the time to pop me a private message. We only use this when swapping personal or account sensitive information. As this isn't the case we can keep this in the public community. 

Kelly is a third party team we use when construction work is required. We don't have access to their systems to see when they have things scheduled although when work is needed for a blocked duct, on occasions we need permits and permissions so this can delay things. 

Rest assured the teams will be out as soon as they can to complete the work for you. 

Apologies once again. 

Thanks, 

[TerryUK]

Thank you, I called Kelly directly and it turned out they had marked the job as complete and passed it back to Virgin Media so nobody was coming out. I had to say I was pretty impressed, within a few hours of Kelly realising that the job was not complete they had someone out at the property to resolve.

The new cable has just been run and these are my new stats, can you confirm that everything looks within spec?

Downstream bonded channels

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

1	331000000	4.8	41	QAM 256	25
2	179000000	4.5	40	QAM 256	6
3	187000000	4.8	40	QAM 256	7
4	195000000	5.2	40	QAM 256	8
5	203000000	5.3	40	QAM 256	9
6	211000000	5.5	41	QAM 256	10
7	219000000	5.3	39	QAM 256	11
8	227000000	5.2	39	QAM 256	12
9	235000000	4.8	41	QAM 256	13
10	243000000	4.7	41	QAM 256	14
11	251000000	4	40	QAM 256	15
12	259000000	3.8	41	QAM 256	16
13	267000000	4.3	41	QAM 256	17
14	275000000	4.5	41	QAM 256	18
15	283000000	5	41	QAM 256	19
16	291000000	4.9	41	QAM 256	20
17	299000000	5.2	41	QAM 256	21
18	307000000	5	41	QAM 256	22
19	315000000	5.1	42	QAM 256	23
20	323000000	5	42	QAM 256	24
21	339000000	5.1	41	QAM 256	26
22	347000000	4.9	41	QAM 256	27
23	355000000	5.1	42	QAM 256	28
24	363000000	4.8	42	QAM 256	29
25	371000000	5	42	QAM 256	30
26	379000000	5.1	42	QAM 256	31
27	387000000	5.1	42	QAM 256	32
28	395000000	5	42	QAM 256	33
29	403000000	4.5	42	QAM 256	34
30	411000000	4.4	42	QAM 256	35
31	419000000	4	42	QAM 256	36

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	41	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	40	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

Upstream bonded channels

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

0	49600000	45	5120	QAM 64	1
1	43100000	45	5120	QAM 64	2
2	36600000	45	5120	QAM 64	3
3	30100000	44.5	5120	QAM 64	4
4	23600000	44.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Ashleigh_C]

Hi there @TerryUK 

Thank you for popping back to us. I am so sorry to hear that this mistake caused an issue but I am so glad the team were able to resolve this for you. 

I have taken a look and all specs to appear to be in order and performing how we would expect. We do hope that things are now looking better for you.