19-04-2021 21:25 - edited 19-04-2021 21:26
For months now I have been experiencing regular periods of very slow speed broadband (less than 8mbps download on a M100). These periods happen at different times of the day, with no warning and mean that video calls drop out and streaming crashes. If the issues sometimes resolve themselves after 5-10 mins but when the don’t they can be sorted by rebooting my router.
I’ve tried moving my router and resetting it but the problems continue to occur. I’ve tried contacting Virgin by phone but they just reboot the rooter remotely and it solves the immediate issue but they just reoccur. Virgin’s customer services team don’t seem interested in helping solve the problem properly, probably due to the fact that Virgin are the only provider of cable broadband on our street so they have a monopoly and don’t care about solving my issue as I’m likely to stay anyway.
Does anyone have any ideas of how I could solve these problems please?
Answered! Go to Answer
on 20-04-2021 07:56
Looks to me like a bad upstream problem (that affects the downstream connection quality for reasons I won't bore you with), because although all power and noise data is good, the upstream data shows very poor performance for T3 timeouts across all four channels. I'll flag for a staff response, there's a good chance this will need a technician visit, and if that's the case they can arrange it for you.
on 11-05-2021 10:45
@H1037593 wrote:Can I leave my contract early due to your failure to deliver what I signed up for?
Yes. Sometimes VM see sense and will release you without a fuss, sometimes they refuse, and have to have their hand forced. If it's the latter, then it takes time, but costs the company far more. As a start, phone up, select options for "about my account" and "thinking of leaving", politely explain the situation (politeness is important if you need to escalate the matter to arbitration), and ask to be released immediately and without penalty. I'd say chance are low that they'll agree, but if they do that's quickest and easiest. DO NOT PAY AN EARLY DISCONNECTION CHARGE, and DO NOT STOP YOUR PAYMENTS. If, as is often the case "computer says no" when you ask to be released without penalty, then you need to follow up on your complaint that I believe has already been started.
Be aware that your case for release from contract isn't under VM's T&Cs, or speed guarantees, it is under both UK consumer law, and commitments that VM have made to the regulator:
If VM continue to maintain that you won't be released from contract, and they are not going to fix a problem caused by the company's choices, until August (and possibly later, possibly never), then you need to escalate to the industry arbitration scheme CISAS, who work much like the energy ombudsman. Don't expect much from formally complaining directly to VM, but you have to do that before you can approach CISAS. If the formal complaint to VM doesn't get a prompt and satisfactory outcome, then you either need to demand a "deadlock letter" which enables you to immediately approach CISAS, or you have to wait eight weeks from the date of your first complaint.
If this goes to CISAS, ask for compensation for the poor service, for the poor support, any complaint handling, any rudeness, wasted time or inconvenience caused, release from contract without penalty, and that release without penalty financially backdated to the date you first brought the problem to the company's attention.
Perhaps the forum staff would like to grease a few wheels here, to avoid a complaint to CISAS?
on 19-04-2021 21:37
VM's telephone support, is....erm... "not the best". However, we can take a look for you.
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts. If that finds nothing, we'll move on to other tests and tools.
on 19-04-2021 21:50
Thanks.
Downstream =
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 498250000 | 2.7 | 40 | 256 qam | 12 |
2 | 410250000 | 2.7 | 40 | 256 qam | 1 |
3 | 418250000 | 2.9 | 40 | 256 qam | 2 |
4 | 426250000 | 3.2 | 40 | 256 qam | 3 |
5 | 434250000 | 3.2 | 40 | 256 qam | 4 |
6 | 442250000 | 3.2 | 40 | 256 qam | 5 |
7 | 450250000 | 3.2 | 40 | 256 qam | 6 |
8 | 458250000 | 2.9 | 40 | 256 qam | 7 |
9 | 466250000 | 2.7 | 40 | 256 qam | 8 |
10 | 474250000 | 2.5 | 40 | 256 qam | 9 |
11 | 482250000 | 2.7 | 40 | 256 qam | 10 |
12 | 490250000 | 2.7 | 40 | 256 qam | 11 |
13 | 506250000 | 2.2 | 40 | 256 qam | 13 |
14 | 514250000 | 2 | 40 | 256 qam | 14 |
15 | 522250000 | 2 | 38 | 256 qam | 15 |
16 | 530250000 | 2.2 | 40 | 256 qam | 16 |
17 | 538250000 | 2.5 | 40 | 256 qam | 17 |
18 | 546250000 | 2.5 | 40 | 256 qam | 18 |
19 | 554250000 | 2.7 | 40 | 256 qam | 19 |
20 | 562250000 | 2.7 | 40 | 256 qam | 20 |
21 | 570250000 | 2.9 | 40 | 256 qam | 21 |
22 | 578250000 | 2.4 | 40 | 256 qam | 22 |
23 | 586250000 | 2.4 | 40 | 256 qam | 23 |
24 | 594250000 | 2.2 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 146 | 0 |
2 | Locked | 40.3 | 239 | 0 |
3 | Locked | 40.3 | 211 | 0 |
4 | Locked | 40.3 | 197 | 0 |
5 | Locked | 40.3 | 540 | 0 |
6 | Locked | 40.3 | 422 | 0 |
7 | Locked | 40.3 | 209 | 0 |
8 | Locked | 40.3 | 266 | 0 |
9 | Locked | 40.3 | 242 | 0 |
10 | Locked | 40.3 | 225 | 0 |
11 | Locked | 40.3 | 287 | 0 |
12 | Locked | 40.3 | 248 | 0 |
13 | Locked | 40.3 | 357 | 0 |
14 | Locked | 40.3 | 537 | 0 |
15 | Locked | 38.9 | 376 | 0 |
16 | Locked | 40.3 | 666 | 0 |
17 | Locked | 40.3 | 174 | 0 |
18 | Locked | 40.3 | 218 | 0 |
19 | Locked | 40.3 | 301 | 0 |
20 | Locked | 40.3 | 229 | 0 |
21 | Locked | 40.3 | 214 | 0 |
22 | Locked | 40.3 | 247 | 0 |
23 | Locked | 40.3 | 291 | 0 |
24 | Locked | 40.3 | 310 | 0 |
on 19-04-2021 21:51
Upstream =
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 42.5 | 5120 | 64 qam | 1 |
2 | 39400084 | 42.5 | 5120 | 64 qam | 2 |
3 | 25800019 | 42 | 5120 | 64 qam | 4 |
4 | 32600000 | 42.3 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 25 | 0 |
2 | ATDMA | 0 | 0 | 7 | 0 |
3 | ATDMA | 0 | 0 | 23 | 0 |
4 | ATDMA | 0 | 0 | 7 | 0 |
on 19-04-2021 21:52
Network log =
Time Priority Description
19/04/2021 20:07:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/04/2021 19:56:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/04/2021 19:05:38 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/04/2021 02:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/04/2021 15:52:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/04/2021 14:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/04/2021 09:54:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/04/2021 02:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/04/2021 14:00:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 14:37:0 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 19:31:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 07:35:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 05:25:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/04/2021 02:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 18:32:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 14:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 11:19:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/03/2021 02:37:1 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/03/2021 14:03:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/03/2021 10:30:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 20-04-2021 07:56
Looks to me like a bad upstream problem (that affects the downstream connection quality for reasons I won't bore you with), because although all power and noise data is good, the upstream data shows very poor performance for T3 timeouts across all four channels. I'll flag for a staff response, there's a good chance this will need a technician visit, and if that's the case they can arrange it for you.
on 20-04-2021 08:55
Good morning @H1037593
Welcome to the forums and thank you for taking the time to post.
I am sorry to hear that you have had some issue with your broadband.
I have taken a look over the account and can see that you do have an issue with your upstream. We do need to book an engineer visit, however at the moment there is an outage for some planned changes, It will be resolved today at 15:00. If the issues dose still persist after this time please do reach out to us and we will get the engineer booked in for you.
Kind regards,
Zak_M
on 20-04-2021 16:58
Thanks @Zak_M
The problems have persisted so please could you book in an engineer visit to sort the problem?
on 20-04-2021 17:10
Thanks for coming back to us @H1037593.
Sorry to hear the issue persists, after looking into this I can see there is still an known utilisation issue affecting the service. This has been raised under fault reference F008896596 and currently has an estimated fix time of 31/08/21. This may cause intermittent service, apologies about that.
I can see the Hub hasn't been rebooted in 28 days, are you able to do this now so I get an updated view of your upstream levels?
Thanks,
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on 20-04-2021 18:08
Thanks @Sofia_B. I’m really hoping that these issues aren’t going to persist until 31/08/21 as that’s over four months away. I’ve just rebooted my router. Does that give you what you need to get an engineer booked?