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New customer 2 weeks in, fluctuating speed.

I should be on the M350 Broadband and I am using the Hub 3 Router. I have a desktop and smart TV both connected via Ethernet and phones and work laptops via WiFi. Having experienced constant buffering on the tv and slow speeds on all devices I ran the speed checks and have gone through all the checks, sometimes I get speeds above 290mbs for a short time, but generally, it is around 48-60mbs download speed. I have been trying for days to get through to Virgin but no answer to anything. Even the online chat just times out and never get further than the welcome messages. On top of all this I was supposed to also become a virgin mobile customer under the same package which gave me Oomph 15, I have the sim card but it doesn't work and I can't get hold of anyone anywhere either at virgin media or virgin mobile to help.

DOWNSTREAM

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

1              483000000           -6            38           256 qam              30

2              187000000           -1.4        40           256 qam              7

3              195000000           -1.7        40           256 qam              8

4              203000000           -2.2        38           256 qam              9

5              211000000           -2.4        38           256 qam              10

6              219000000           -2.5        40           256 qam              11

7              227000000           -2.7        38           256 qam              12

8              235000000           -3.2        38           256 qam              13

9              243000000           -3.4        38           256 qam              14

10           251000000           -3.5        38           256 qam              15

11           259000000           -3.5        40           256 qam              16

12           267000000           -3.5        38           256 qam              17

13           275000000           -3.7        40           256 qam              18

14           283000000           -3.7        38           256 qam              19

15           291000000           -4            38           256 qam              20

16           299000000           -4            38           256 qam              21

17           307000000           -3.9        40           256 qam              22

18           315000000           -3.5        38           256 qam              23

19           323000000           -3.7        38           256 qam              24

20           443000000           -5.2        38           256 qam              25

21           451000000           -5.5        38           256 qam              26

22           459000000           -5.7        38           256 qam              27

23           467000000           -5.7        38           256 qam              28

24           475000000           -5.9        38           256 qam              29

 

 

Downstream bonded channels

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

1              Locked  38.6        2592       0

2              Locked  40.3        61           0

3              Locked  40.3        57           0

4              Locked  38.9        93           0

5              Locked  38.9        75           0

6              Locked  40.3        75           0

7              Locked  38.9        76           0

8              Locked  38.9        113         0

9              Locked  38.9        134         0

10           Locked  38.9        133         0

11           Locked  40.3        106         0

12           Locked  38.9        144         0

13           Locked  40.3        145         0

14           Locked  38.9        189         0

15           Locked  38.6        229         0

16           Locked  38.6        212         0

17           Locked  40.9        213         0

18           Locked  38.9        234         0

19           Locked  38.9        312         0

20           Locked  38.9        1298       0

21           Locked  38.6        1795       0

22           Locked  38.9        1911       0

23           Locked  38.9        1781       0

24           Locked  38.9        2286       0

 

 

 

UPSTREAM

Upstream bonded channels

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

1              46200010             5.1          5120       64 qam 1

2              32600024             4.975     5120       64 qam 3

3              39399995             5.05        5120       64 qam 2

4              25800059             4.875     5120       64 qam 4

 

 

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

 

 

 

NETWORK LOG

Time      Priority Description

02/08/2020 19:36:36       notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:31       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/07/2020 09:33:14       notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 23:52:43       Error      DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 19:56:49       Error      DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 18:50:54       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 16:00:57       Error      DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 08:31:28       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/07/2020 16:25:54       Error      DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2020 13:55:11       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/07/2020 12:17:41       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/07/2020 11:41:10       notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 06:06:27       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 05:10:2         Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 05:10:2         critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 05:10:2         Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/07/2020 04:27:36       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 19:09:4         Error      DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 18:50:44       Error      DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/07/2020 18:36:47       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: New customer 2 weeks in, fluctuating speed.

Some of your downstream channels are near out of spec (-6 to +10).

Your upstream channels are either at highest in spec, in the upper level, or close to (5.1 = 51 as the HUB software reports a decimal out!).

UPSTREAM

Upstream bonded channels

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

1 46200010 5.1 5120 64 qam 1

2 32600024 4.975 5120 64 qam 3

3 39399995 5.05 5120 64 qam 2

4 25800059 4.875 5120 64 qam 4

 

Further investigation required by VM / engineer.

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Re: New customer 2 weeks in, fluctuating speed.

Thanks Carl, any idea how I get Virgin to respond. I have had no joy by phone, email or web chat.

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Re: New customer 2 weeks in, fluctuating speed.

One of the VM staff should respond to your thread in here, however it can take a few days due to the number of open threads.

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Re: New customer 2 weeks in, fluctuating speed.

Ok thanks for your help.

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Re: New customer 2 weeks in, fluctuating speed.

Excellent spot by @carl_pearce .  As the problem's clearly a power level issue I've flagged this thread for the forum staff, so they should respond shortly.

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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Re: New customer 2 weeks in, fluctuating speed.

Good Morning @Robderby78 

 

Really sorry to hear that you have had some issues there. 

 

I am going to drop you a PM to get some account details so that I can do some further investigations.

 

Kind Regards 

Zak_M 

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Re: New customer 2 weeks in, fluctuating speed.

I have responded to you via private message with the above information.
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Re: New customer 2 weeks in, fluctuating speed.

Good Morning @Robderby78 

 

I hope that you enjoyed the weekend.

 

I just wanted to check in to see how the Engineer appointment was? 

 

Kind regard, 

Zak_M 

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