Virgin Media Community

[027paulkelly]

Is there any reason for VM not sending out an engineer for slow broadband.

Have a 1gbs hub getting 20mbs download, speed collapsed as I upgraded hub in December, phoned up every week just keep getting told that they cant send out an engineer as there is no fault

[jbrennand]

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it.

if not - try this
____________

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, you cannot rely on wifi tests, - no BB supplier guarantees those - only speeds "TO" the Hub are guaranteed.

So, can you test speeds directly like this. As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode”

(https://www.virginmedia.com/help/virgin-media-hub-modem-mode

This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.

There are many posts on here (I have a list of ~30!) where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.

[027paulkelly]

Hi John,

Thanks for your reply, this all started when I upgraded to the new 1Gbps hub in December.

I have been in contact with VM to report a fault more times than I can care to remember, VM always promising to reset the system and restore speed at their end. I have been through the tightening up connections, hard resetting of hub and testing with ethernet cables, every week I spend a hour on the phone trying to get it sorted, they just seem to go back to line one of their script.

They keep telling me they can not send out an engineer because there is no fault, if getting 20mbps on a 1000mbps router is not a fault I don't know what is.

Yesterday they offered me a wi fi boster for the rooms with poor broadband, I told then it was the speed comming direct from the hub that was the problem.

So why have I repeatedly asked  for an engineer to look at my system, its because the cable comming into my house is the old NTL box which is then connected to a splitter.

Finally yesterday I think I came to the end of my pactience and asked to be referred to ofcom with a view to terminate my contract, just don't know what else I can do, this forum looks like my last option as I am getting nothing from VM

[jbrennand · Accepted solution]

What speeds did you get when you tested as per message 2?

What is "wrong" with the NTL box connection - mine looks like yours (and its less tidy than yours) and its fine. Where do the 2 coax cables go - Hub and a TV box ?

[027paulkelly]

Hi John,

30mbps download for wi fi and 90mbps for ethernet.

the 2 cables go to hub and V6 box

My thoughts on the connections are they have been there for 20 years so need tested as a potential sourse of error

[jbrennand]

What package are you on - 1GB? What are the Upload speeds?

What are the "max data rate transfer speeds" set to in the Hubs Configuration data ?

[jbrennand]

Also... lets see the connection data - can you do this
___________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up (as you have the New Hub4 I think you have to Login] just click on the “router status” then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[027paulkelly]

Hi John,

Hope this is what you are looking for I have to split it into several posts as it is too big

3.0 Downstream channels

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

25	331000000	6	38.6	QAM256	25
1	139000000	4.3	37.6	QAM256	1
2	147000000	4.2	37.6	QAM256	2
3	155000000	4.5	37.6	QAM256	3
4	163000000	4.4	37.6	QAM256	4
5	171000000	4.3	37.6	QAM256	5
6	179000000	4.4	38.6	QAM256	6
7	187000000	4.4	38.6	QAM256	7
8	195000000	4.5	38.6	QAM256	8
9	203000000	4.7	38.6	QAM256	9
10	211000000	4.5	39	QAM256	10
11	219000000	4.4	38.6	QAM256	11
12	227000000	4.3	39	QAM256	12
13	235000000	4.2	38.6	QAM256	13
14	243000000	4.2	39	QAM256	14
15	251000000	4.6	38.6	QAM256	15
16	259000000	5.3	39	QAM256	16
17	267000000	5.9	39	QAM256	17
18	275000000	6.5	38.6	QAM256	18
19	283000000	6.6	39	QAM256	19
20	291000000	6.6	38.6	QAM256	20
21	299000000	6.4	38.6	QAM256	21
22	307000000	6.1	39	QAM256	22
23	315000000	5.8	38.6	QAM256	23
24	323000000	5.9	38.6	QAM256	24
26	371000000	4.9	39	QAM256	26
27	379000000	4.7	39	QAM256	27
28	387000000	5	38.6	QAM256	28
29	395000000	5.4	38.6	QAM256	29
30	403000000	5.4	38.6	QAM256	30
31	411000000	5.6	39	QAM256	31

3.0 Downstream channels

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

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

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

5.9

2535547094

0

[027paulkelly]

3.0 Upstream channels

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

1	53700000	41.8	5120 KSym/sec	64QAM	2
2	46200000	41.5	5120 KSym/sec	64QAM	3
3	39400000	42	5120 KSym/sec	64QAM	4
4	60300000	42	5120 KSym/sec	64QAM	1

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	1	0
4	US_TYPE_STDMA	0	0	0	0

Network Log

Time Priority Description

Thu 01/01/1970 00:01:23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/01/2022 14:03:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/01/2022 14:59:36	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/01/2022 20:30:27	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/01/2022 18:19:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/01/2022 17:45:59	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

What package are you on - 1GB?

All stats look ok. Lets see the BQM as soon as.

All I can suggest is doing a "long" reset as per the below - it sometimes magically resolves such issues.
___________________________________

Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.