Virgin Media Community

[Slappy101]

I moved from m350 to m500 back in October 2020 and to this day have not seen a speed increase. I currently get anywhere from 300 to 360 and have tested at all different times of the day. I have tested both in modem mode connected to a ASUS brt-ac828 and plugged directly into the virgin media hub 3 with a cat 6 in router mode. I finally got round to calling virgin media today 24th may 2021 about the issue and after spending 2 hours mostly listening to wait music there response was to send a ofcom complaint about my speed issues. This is not at all the point of my phone call as i simply want to get the speed i was sold and am not looking to cancel my contract.  I see that its common for people to post there router info so here it is. 

Downstream bonded channels

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

1	331000000	9.8	38	256 qam	25
2	267000000	7.5	37	256 qam	17
3	275000000	8.4	38	256 qam	18
4	283000000	8.9	38	256 qam	19
5	291000000	9	38	256 qam	20
6	299000000	9.5	38	256 qam	21
7	307000000	9.5	38	256 qam	22
8	315000000	9.4	38	256 qam	23
9	323000000	9.5	38	256 qam	24
10	371000000	9.5	38	256 qam	26
11	379000000	9	38	256 qam	27
12	387000000	8.3	38	256 qam	28
13	395000000	8.5	38	256 qam	29
14	403000000	8.8	38	256 qam	30
15	411000000	9	38	256 qam	31
16	419000000	9.3	38	256 qam	32
17	427000000	9.6	38	256 qam	33
18	435000000	9.9	38	256 qam	34
19	443000000	10.1	38	256 qam	35
20	451000000	10.1	38	256 qam	36
21	459000000	10.1	38	256 qam	37
22	467000000	10.3	38	256 qam	38
23	475000000	10.1	40	256 qam	39
24	483000000	10.1	40	256 qam	40

Downstream bonded channels

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

1	Locked	38.6	3	0
2	Locked	37.6	21	0
3	Locked	38.6	12	0
4	Locked	38.6	8	0
5	Locked	38.9	12	0
6	Locked	38.6	26	0
7	Locked	38.9	19	0
8	Locked	38.9	25	0
9	Locked	38.6	22	0
10	Locked	38.6	6	0
11	Locked	38.6	26	0
12	Locked	38.6	59	0
13	Locked	38.6	65	0
14	Locked	38.6	34	0
15	Locked	38.9	38	0
16	Locked	38.9	52	0
17	Locked	38.6	63	0
18	Locked	38.9	68	0
19	Locked	38.9	58	0
20	Locked	38.9	46	0
21	Locked	38.9	77	0
22	Locked	38.9	62	0
23	Locked	40.3	118	0
24	Locked	40.3	174	0

Upstream bonded channels

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

1	46200097	41.7	5120	64 qam	1
2	25800000	41.8	5120	64 qam	4
3	32599988	41.8	5120	64 qam	3
4	39400000	41.8	5120	64 qam	2

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	0	0
4	ATDMA	0	0	0	0

[Slappy101]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFID	15570
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	15569
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

24/05/2021 13:00:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 12:37:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 09:56:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 21:12:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 21:12:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 09:12:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 09:12:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 01:38:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 21:12:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 21:12:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 15:53:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 09:12:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 09:12:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 01:31:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 21:12:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 21:12:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 05:42:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 09:12:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 09:12:24	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 05:47:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[conman33158]

19	443000000	10.1	38	256 qam	35
20	451000000	10.1	38	256 qam	36
21	459000000	10.1	38	256 qam	37
22	467000000	10.3	38	256 qam	38
23	475000000	10.1	40	256 qam	39
24	483000000	10.1	40	256 qam	40

Some of your download power levels are on the high side. You will need an engineer visit to put this right. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂

[Slappy101]

Thank you for the reply, I think i will have to wait for a staff member to pick it up here as i was passed around many departments on the phone and no one even suggested getting an engineer out to have a look.

[Laurie_C]

Hi Slappy101,

Thanks for getting in touch, and welcome to the Community Forum! I'm sorry that you're having some issues with your broadband speed. I would be more than happy to look into this for you. I'll just need to confirm some details via Private Message. Please look out for a purple envelope in the top right corner of your screen.

Kind regards,

Laurie

[Slappy101]

All sorted now,  thank you to everyone for the help.

[Ayisha_B]

Glad to hear it's all sorted @Slappy101

Don't hesitate to pop back on the forums should you have any other issues!