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Poor internet service

Currently paying for 350Mb internet but haven’t been getting anywhere near this since the middle of lockdown 

My wife is supposed to be able to work from home but connection keeps dropping out. 

Completed several speed tests with a hardwired connection and best I got was 188 Mbps so wireless connections are well below this. 

Tried to call and also the text service but still no joy. 

Any ideas anyone as I’m on the verge of cancelling now 

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Message 2 of 7
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Re: Poor internet service

Chances are this is a power or noise issue, and they are generally easily resolved with a technician visit.  But to get to that, it helps if we can do a bit of diagnosis to make the need clear, and give the field technician an idea of what they need to look for.

Can you connect to your hub, don't log in, just click on "check router status".  That brings up a window with five tabs, if you can post the contents of the three titled Downstream, Upstream, and Network log, we can look for obvious issues.  Post them as formatted text, not screenshots, as screenshots often have poor resolution and may not get approved if they show personal data (whereas the forum software will tell you that there's "invalid HTML" and that it has made changes, which will redact your personal data for you).

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Re: Poor internet service

Downstream

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

1451000000-0.240256 qam36
22670000000.238256 qam17
32750000000.538256 qam18
42830000000.538256 qam19
52910000000.538256 qam20
6299000000138256 qam21
7307000000138256 qam22
8315000000140256 qam23
9323000000138256 qam24
103310000001.238256 qam25
113710000000.438256 qam26
123790000000.238256 qam27
133870000000.538256 qam28
143950000000.238256 qam29
154030000000.238256 qam30
164110000000.238256 qam31
17419000000038256 qam32
18427000000-0.238256 qam33
19435000000-0.438256 qam34
20443000000-0.238256 qam35
21459000000-0.438256 qam37
22467000000-0.538256 qam38
23475000000-0.238256 qam39
244830000000.240256 qam40



Downstream bonded channels

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

1Locked40.315954392
2Locked38.6264117523
3Locked38.9306118489
4Locked38.9316310510
5Locked38.934339372
6Locked38.940347452
7Locked38.936817204
8Locked40.332886805
9Locked38.932236783
10Locked38.930616885
11Locked38.927388310
12Locked38.930876735
13Locked38.929055399
14Locked38.927165742
15Locked38.927316848
16Locked38.626237073
17Locked38.927854822
18Locked38.928455068
19Locked38.617404011
20Locked38.916664164
21Locked38.917134597
22Locked38.926984725
23Locked38.946375221
24Locked40.314054207
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Re: Poor internet service

Upstream

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

1325999744.95512064 qam5
2394000005.1512064 qam4
3462000005.1512064 qam3
4536999865.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Poor internet service

Network Log

Time Priority Description

06/08/2020 21:44:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:33:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:33:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:32:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:32:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:31:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:31:9criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:24:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:24:30criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:23:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:23:10criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:21:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:21:50criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:20:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:20:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:18:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 20:18:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 18:27:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 14:20:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2020 14:20:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Helpful Answer

Re: Poor internet service

Looks to me like your upstream power levels are too high.  Usually that requires a technician visit to fix, I'll flag for the forum staff to look at this and they can advise on next steps and any other checks you can do.

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Re: Poor internet service

Hi Mickycoleman, 

 

Sorry about this! 

 

I will pop you over a private message so we can get this looked into. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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