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Stanl
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Moved Home Dreadful Speed

I recently moved home to a property with Fibre Optic Broadband and a cabinet less than 100 metres from my property what more could one wish for?

Well a decent connection would be good..😂

I have a 600mb package and I am frequently recording speeds of 60-70mb so I decided to contact Virgin for help, I spoke to a clown who had no idea about what I was trying to explain and he was determined to get me off the line and send me a new 'Cable' I told him I had a brand new Cat 6e cable and was wired into the router from my laptop.

Anyway the 'cable' arrived today and it was a WiFi Pod???????

How do I get through to someone at Virgin with the Technical Ability to solve my issue or should I just report the issue as a fault?

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Adduxi
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Re: Moved Home Dreadful Speed

Post your power levels, Pre and PostRS errors and Network log from the Hub.   Also setup a BQM here  www.thinkbroadband.com/ping

Once done we can comment on your circuit.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Stanl
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Re: Moved Home Dreadful Speed

Please pardon my lack of knowledge but how do I get my power levels, Pre and PostRS errors and Network log from the Hub?

I know how to access the hub so can probably locate the network log but don’t know how to do the rest.

sorry if this seems like a stupid question but I’m not familiar with these terms but I do learn quickly 

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Gareth_L
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Re: Moved Home Dreadful Speed

Hi Stanl

In order to access network logs for your Hub3 here are some instructions:

 

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

2. When the page appears click ‘Check Router Status’ 

3. When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

 

This is where you will find the Downstream, Upstream, Configuration and Network logs. If ever you need help deciphering them, I'd recommend copy and pasting them here on forums (as opposed to prtsc/screenshotting). 

 

Let me know if this helps

 

Gareth_L

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Stanl
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Re: Moved Home Dreadful Speed

Thanks @Gareth_L

I have just had an interesting chat with technical support who have told me that my device (laptop) is incompatible with the Speedtest because at their end they are recording speeds of 600+mb speeds.

My laptop is 8 months old and I used it to check the speeds in my old house and it recorded speeds way above 500mb so how on earth can it now be incompatible?

I’ve only moved 5 miles up the road onto a genuine fibre optic network and all of a sudden the device and method of checking the speeds I have been using have become out of date and incompatible.

I’m no tech wiz kid but even I don’t believe that load of BS.

Is there a way I can get a technician visit with being made to feel like the village idiot?

 

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carl_pearce
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Re: Moved Home Dreadful Speed


@Stanl wrote:

Thanks @Gareth_L

I have just had an interesting chat with technical support who have told me that my device (laptop) is incompatible with the Speedtest because at their end they are recording speeds of 600+mb speeds.

My laptop is 8 months old and I used it to check the speeds in my old house and it recorded speeds way above 500mb so how on earth can it now be incompatible?

I’ve only moved 5 miles up the road onto a genuine fibre optic network and all of a sudden the device and method of checking the speeds I have been using have become out of date and incompatible.

I’m no tech wiz kid but even I don’t believe that load of BS.

Is there a way I can get a technician visit with being made to feel like the village idiot?

 


Post what has been requested above and we can check for you.

Gareth_L
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Re: Moved Home Dreadful Speed

Hi Stanl

Thanks for that reply, we do need to look at this. 

But first can you please 

let us know the Network logs like you asked for help with previously

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

2. When the page appears click ‘Check Router Status’ 

3. When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

 

This is where you will find the Downstream, Upstream, Configuration and Network logs. If ever you need help deciphering them, I'd recommend copy and pasting them here on forums (as opposed to prtsc/screenshotting). 

 

Let me know if this helps

 

Gareth_L

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Stanl
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Re: Moved Home Dreadful Speed

This morning my wife had an unsolicited telephone call telling her that our broadband had problems. They asked her to allow them access via TeamViewer so she rang me and I told her to hang up as I do not trust unsolicited phone calls.

After being told everything was perfect by a virgin technical support member last week I was too suspicious.

Anyway I got the following information from my router and hope it is the correct information for someone to advise me further.

Readings before logging in.  

13/12/2021
17:04:28
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/12/2021
13:57:56
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

08/12/2021
08:48:32
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

07/12/2021
21:45:20
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/12/2021
12:40:57
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

04/12/2021
21:14:48
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

03/12/2021
20:46:17
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/11/2021
18:15:40
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

30/11/2021
17:15:37
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

28/11/2021
08:03:3
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
16:30:27
Error
DHCP RENEW WARNING - Field invalid in response v4 option;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:52
critical
Received Response to Broadcast Maintenance Request, But no
Unicast Maintenance opportunities received - T4 time out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:45
Warning!
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:40
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:4
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:2
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:2
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

Router readings after log in.

 

13/12/2021
17:04:28
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/12/2021
13:57:56
Error
DHCP RENEW WARNING - Field invalid in response v4
option;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/12/2021
08:48:32
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

07/12/2021
21:45:20
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/12/2021
12:40:57
Error
DHCP RENEW WARNING - Field invalid in response v4
option;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/12/2021
21:14:48
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

03/12/2021
20:46:17
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/11/2021
18:15:40
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

30/11/2021
17:15:37
Error
DHCP RENEW WARNING - Field invalid in response v4
option;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/11/2021
08:03:3
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
16:30:27
Error
DHCP RENEW WARNING - Field invalid in response v4
option;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:52
critical
Received Response to Broadcast Maintenance Request, But no
Unicast Maintenance opportunities received - T4 time out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:45
Warning!
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:41
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:40
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:4
critical
No Ranging Response received - T3 time-out;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

26/11/2021
11:51:2
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTSMAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2021
11:51:2
critical
SYNC Timing Synchronization failure - Loss of Sync;CMMAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CMQOS=1.1;CM-VER=3.0;

 

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Stanl
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Message 9 of 35
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Re: Moved Home Dreadful Speed

Noticed that some text had been changed to *.* so trying again.

Before Logging In:

Network Log

 

 

Time

 

Priority

 

Description

 

13/12/2021

17:04:28

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

13/12/2021

13:57:56

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

08/12/2021

08:48:32

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

07/12/2021

21:45:20

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

05/12/2021

12:40:57

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

04/12/2021

21:14:48

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

 

Time

 

Priority

 

Description

 

03/12/2021

20:46:17

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

30/11/2021

18:15:40

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

30/11/2021

17:15:37

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

28/11/2021

08:03:3

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

16:30:27

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:52

 

 

 

critical

 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:45

 

 

Warning!

 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:41

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:41

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

Time

 

Priority

 

Description

 

 

26/11/2021

11:51:41

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:40

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:4

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:2

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:2

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

After Logging In:

Network Log

 

Refresh data

 

 

Time

 

Priority

 

Description

 

13/12/2021

17:04:28

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

13/12/2021

13:57:56

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

08/12/2021

08:48:32

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

07/12/2021

21:45:20

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

05/12/2021

12:40:57

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

04/12/2021

21:14:48

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

 

Time

 

Priority

 

Description

 

03/12/2021

20:46:17

 

 

notice

 

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

30/11/2021

18:15:40

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

30/11/2021

17:15:37

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

28/11/2021

08:03:3

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

16:30:27

 

 

Error

 

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:52

 

 

 

critical

 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:45

 

 

Warning!

 

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:41

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:41

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:41

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

 

 

Time

 

Priority

 

Description

 

26/11/2021

11:51:40

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:4

 

 

critical

 

No Ranging Response received - T3 time-out;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

26/11/2021

11:51:2

 

 

Warning!

 

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS- MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

26/11/2021

11:51:2

 

 

critical

 

SYNC Timing Synchronization failure - Loss of Sync;CM- MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM- QOS=1.1;CM-VER=3.0;

 

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carl_pearce
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Message 10 of 35
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Re: Moved Home Dreadful Speed

The hidden (starred) section is to be expected, to protect your data.

You need to post the data from all the tabs requested.

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