Virgin Media Community

[PJMo]

Hi 

Hopefully someone can shed some light on the issue we're having. We recently had Virgin installed with a M500 package. We cannot get any speeds higher than 220Mbps using any method of connection, hardwired (cat6 cable) to the Hub3 or via 5 Ghz Wifi

Does anyone have any suggestions. Have tried numerous times to contact support via the phone.

[PJMo]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	2	38	256 qam	1
2	146750000	1.7	38	256 qam	2
3	154750000	1.9	40	256 qam	3
4	162750000	2	40	256 qam	4
5	170750000	2.4	38	256 qam	5
6	178750000	2.5	38	256 qam	6
7	186750000	2.5	38	256 qam	7
8	194750000	2.5	38	256 qam	8
9	202750000	2.5	38	256 qam	9
10	210750000	2.5	38	256 qam	10
11	218750000	2.5	40	256 qam	11
12	226750000	2.2	38	256 qam	12
13	234750000	2.2	38	256 qam	13
14	242750000	2	38	256 qam	14
15	250750000	1.9	38	256 qam	15
16	258750000	1.7	40	256 qam	16
17	266750000	1.4	40	256 qam	17
18	274750000	1	38	256 qam	18
19	282750000	0.7	38	256 qam	19
20	290750000	0.7	38	256 qam	20
21	298750000	0.7	38	256 qam	21
22	306750000	0.7	38	256 qam	22
23	314750000	0.7	38	256 qam	23
24	322750000	0.9	38	256 qam	24

[PJMo]

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	68	0
2	Locked	38.9	10	0
3	Locked	40.3	8	0
4	Locked	40.3	7	0
5	Locked	38.9	6	0
6	Locked	38.9	34	0
7	Locked	38.9	19	0
8	Locked	38.6	16	0
9	Locked	38.9	18	0
10	Locked	38.9	12	0
11	Locked	40.3	12	0
12	Locked	38.9	5	0
13	Locked	38.9	14	0
14	Locked	38.9	11	0
15	Locked	38.9	50	0
16	Locked	40.3	8	0
17	Locked	40.3	9	0
18	Locked	38.9	9	0
19	Locked	38.9	9	0
20	Locked	38.9	29	0
21	Locked	38.9	29	0
22	Locked	38.9	31	0
23	Locked	38.9	36	0
24	Locked	38.9	17	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53699939	3.175	5120	64 qam	2
2	60299984	3.175	5120	64 qam	1
3	39400025	3.175	5120	64 qam	4
4	46200149	3.175	5120	64 qam	3

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	0	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-rtsxxxl500u+voc-b.cm

Primary Downstream Service Flow

SFID	1996
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1995
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[PJMo]

Network Log

Time	Priority	Description
19/10/2020 15:20:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:20:41	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:15:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:10:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 14:08:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 12:41:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 08:23:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 14:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 11:35:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 11:23:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 11:08:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 17:27:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 16:04:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:36	notice	Unit 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 00:11:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 00:26:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 17:18:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 17:18:8	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 21:36:50	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 01:31:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Emily_G]

Thanks for the post PJMo.

We can see some upstream power levels so we've booked the next available engineer appointment using your forum information.

Please view the details of the appointment and reschedule if needed on your online account. 

Thanks, Emily.