Virgin Media Community

[Adzez]

Hi, so i have several issues with my services in terms of bad, slow connections and tivo boxes cutting off whilst watching a film with movies on demand and not been able to get back on that film, now i know what to expect with the amount of devices in the house there is and how far some of those devices are, we have the new hub but its so intermittent on the connection its starting to drive me insane, for the past few days the download has been somewhat normal but the upload has been below 10mbps and packet loss has been between 1% - %22 and the latency keeps jumping between 45 ms to 200ms, theres no reason as to why this should be happening because the site says theres no faults in my area and im not the only one in my area that its happening to, i dont want to call or reach out to virgin on there online chats bc they are nothing short of useless, ive done everything i can to try and fix the issues to no success.

P. S i also got a new package months ago that wouldve kept my bill below the £120 range but they never applied it and ''pinned it'' without my knowledge and now there charging me £145 soon to be £148 with the new price hike so i dont know what to do their either

[conman33158]

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into you address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

Please do not use screen grabs

[Adzez]

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

26	339000000	3.3	39	QAM256	26
1	139000000	5.7	38.6	QAM256	1
2	147000000	4.2	39	QAM256	2
3	155000000	3.4	38.6	QAM256	3
4	163000000	3	37.6	QAM256	4
5	171000000	2.2	38.6	QAM256	5
6	179000000	2.1	38.6	QAM256	6
7	187000000	2.3	39	QAM256	7
8	195000000	2	38.6	QAM256	8
9	203000000	1.9	37.6	QAM256	9
10	211000000	2	37.6	QAM256	10
11	219000000	2.2	37.6	QAM256	11
12	227000000	1.9	37.6	QAM256	12
13	235000000	2	37.6	QAM256	13
14	243000000	2.6	39	QAM256	14
15	251000000	2.6	38.6	QAM256	15
16	259000000	2.6	38.6	QAM256	16
17	267000000	2.4	38.6	QAM256	17
18	275000000	2.2	39	QAM256	18
19	283000000	1.9	39	QAM256	19
20	291000000	2.3	39	QAM256	20
21	299000000	2.2	39	QAM256	21
22	307000000	2.9	39	QAM256	22
23	315000000	3.3	38.6	QAM256	23
24	323000000	3	38.6	QAM256	24
25	331000000	3	38.6	QAM256	25
27	347000000	2.7	38.6	QAM256	27
28	355000000	2.1	38.6	QAM256	28
29	363000000	2.7	39	QAM256	29
30	371000000	3.3	38.6	QAM256	30
31	379000000	3.2	39	QAM256	31

3.0 Downstream channels

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

26	Locked	38.983261	0	0
1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.605377	0	0
4	Locked	37.636276	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.605377	0	0
9	Locked	37.636276	0	0
10	Locked	37.636276	0	0
11	Locked	37.636276	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

80

4K

1560

QAM2048

392

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

2.7

514821000

0

[Adzez]

3.0 Upstream channels

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

1	32600000	44.8	5120 KSym/sec	64QAM	7
2	25800000	43.8	5120 KSym/sec	64QAM	8
3	39400000	45.3	5120 KSym/sec	64QAM	6
4	46200000	45.3	5120 KSym/sec	64QAM	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[conman33158]

What package are you on?

[Adzez]

i was supposed to be on the M500 but virgin screwed me over but right now im on the 350 package with a few added extras

[conman33158]

Can you please set up a Broadband Quality Monitor (BQM) at thinkbroadband.com.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

[conman33158]

In the meantime have you tried a pinhole reset? Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 30 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

[Adzez]

ok i think i did this right  

[conman33158]

That's just a screen shot mate, you need to post the direct live link