Virgin Media Community

[Kasmondo]

Hi,

Just the Virgin Broadband family on Friday on the M350 broadband package, and have had problems which I am hoping someone here can help me. 

Firstly want to say I have tried ringing Customer Services, been on the phone for almost 5hrs, spoke to 4 briefly (about 20mins), got cut off by all four, and not one of them helped in resolving my issue of slow speed. Spent 1hr 20mins waiting for 2nd line support and no one picked up the phone. 

Secondly I am achieving speeds that are no were near what I expected from Fibre, in fact, they are worse than Copper. Using thinkbroad.com and speedtest.samknows.com from Friday, I am getting on average (monitoring every hour) 38Mbps download and 22Mbps upload. It is Sunday evening, 11:34pm and the speed test is 72Mbps download and 37Mbps upload. 

Hope someone can help me here..

[Kasmondo]

Checked the Router and here are the logs:

Downstream bonded channels

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

1	139000000	1.4	37	256 qam	1
2	147000000	1.7	38	256 qam	2
3	155000000	1.5	37	256 qam	3
4	163000000	1.5	38	256 qam	4
5	171000000	1.5	38	256 qam	5
6	179000000	1.5	37	256 qam	6
7	187000000	1.5	37	256 qam	7
8	195000000	1.4	38	256 qam	8
9	203000000	1	37	256 qam	9
10	211000000	0.9	37	256 qam	10
11	219000000	0.9	38	256 qam	11
12	227000000	0.5	37	256 qam	12
13	235000000	0.2	37	256 qam	13
14	243000000	0	37	256 qam	14
15	251000000	0	37	256 qam	15
16	259000000	-0.4	37	256 qam	16
17	267000000	-0.7	37	256 qam	17
18	275000000	-0.9	37	256 qam	18
19	283000000	-0.7	37	256 qam	19
20	291000000	-1	37	256 qam	20
21	299000000	-1	37	256 qam	21
22	307000000	-1	37	256 qam	22
23	315000000	-1	37	256 qam	23
24	323000000	-1.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	11	0
2	Locked	38.9	30	0
3	Locked	37.3	25	0
4	Locked	38.6	25	0
5	Locked	38.6	21	0
6	Locked	37.3	25	0
7	Locked	37.6	27	0
8	Locked	38.6	24	0
9	Locked	37.6	26	0
10	Locked	37.6	18	0
11	Locked	38.6	26	0
12	Locked	37.6	31	0
13	Locked	37.3	30	0
14	Locked	37.6	31	0
15	Locked	37.6	18	0
16	Locked	37.6	12	0
17	Locked	37.3	21	0
18	Locked	37.3	15	0
19	Locked	37.3	32	0
20	Locked	37.3	31	0
21	Locked	37.3	54	0
22	Locked	37.6	27	0
23	Locked	37.3	22	0
24	Locked	37.3	18	0

Upstream bonded channels

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

1	39399762	32.7	5120	32 qam	2
2	32600067	33	5120	32 qam	3
3	46199862	32.8	5120	64 qam	1
4	25800072	33	5120	32 qam	4

[Kasmondo]

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	1	0
4	ATDMA	0	0	0	0

[Kasmondo]

Network Log
Time Priority Description
08/05/2021 20:59:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 15:57:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 10:26:36 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:58:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:39:13 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:29:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:28:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 11:12:58 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:58:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:37:1 notice SW download Successful - Via Config file

[newapollo]

Hi Kasmondo,

You have a problem with your upstream power levels as they seem low. Also the QAM's should all be 64.

Was this a manned install or a self install?  If it was manned the engineer should have checked the levels.

Can you go round and check all the cabling, especially the white coaxial. They should all be snug and tight with no kinks.

You could also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red. Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)  In the URL box paste the link you copied and then click OK.

Upstream bonded channels

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

1	39399762	32.7	5120	32 qam	2
2	32600067	33	5120	32 qam	3
3	46199862	32.8	5120	64 qam	1
4	25800072	33	5120	32 qam	4

[Kasmondo]

Hi Dave,

Thank you for the quick response - this was a manned install. The installation engineer gave me extra white cable which is coiled and neatly tie-wrapped as we will be moving the box. I did check the connections of the white cable on the white box on the wall and router and all are hand-tight. What I might do is untie the coiled cable and check again.

In the meantime I'll look into installing BQM. Thanks.

[Beth_G]

Hi Kasmondo,

Welcome to the Community Forums and to Virgin Media! Thanks for your first post.

I'm sorry to hear you've been having trouble with your broadband since it was installed and that you haven't been able to get much help with this when you called through to us.

Newapollo is absolutely spot on with everything they've advised - if you can please just check through all your cabling and ensure everything is secure and get back to us, that'd be great and we'll go from there. We most likely will need to arrange another engineer visit.

Kind regards,

Beth

[Kasmondo]

Hi Beth,

Checked all the cables and connections. No improvement. Did a hard reset and monitored for couple of days. No improvement. 

Still getting same or worse speeds, and definitely no way close to the M350 speeds. In fact, on wifi, getting faster speeds tethering my laptop with my phone. 

Ordered meshes to improve the wifi across the house, garden and outbuilding for the family who use wireless assets e.g. phones, ipads, wireless speakers.

I have got the key house devices e.g. security, heating connected to the wired network and have the relevant Cat6 ports connected. Checked the speeds on the wired network and these are no way near the 350Mbps . 

Also have been experiencing no internet which has not been ideal as the wife and I are working from home. 

Will be a week into using Virgin, not quite the service I would of expected to pay. 

[Andrew-G]

Well, given that you have a 14 day cooling off period to cancel without penalty, you've got a rapidly decreasing time to get out before you're locked in for 18 months with a £240 early exit charge.  Your experience of VM telephone support is not unusual, against which when VM works it is fast and stable, and this forum is often the best chance for getting problems resolved in a civilised manner.  The company have created a service that (usually, and with some caveats) works marvellously so long as you don't need to speak to anyone, but should you need to speak to the company the whole customer experience can sometimes become an unpleasant experience of delays, misinformation and circular bureaucracy.

I'm not saying cancel, I'm not saying don't cancel.  The indicated fault is usually an easy fix for a field technician.  But choose wisely based on your needs, your alternative choices, and what you've experienced so far.

[Gareth_L]

Hi Kasmondo

Sorry this is still not working right 

I honestly thinks its best if we booked a return visit for an engineer to take a look 

I am more than happy to take book this in for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L