Virgin Media Community

[KaneSheppard]

For the past 2-3 weeks my internet has dropped from around 380mbs down to 50-60mbs it cuts out for 5-10seconds at random and ive tried restarting the hub 3 and factory resetting it multiple times, after the factory reset it works fine at full speed for around 5minutes and im back to square one. All of my connections are connected through cat6 cables which ive swapped out and still have the same problem.

I thought maybe there were some repairs or upgrades being done im my area so ive been patient and waited it out but every test ive done on the website say there is nothing wrong, nothing has improved, im paying for the 350 package and for almost an entire month ive only had 60mbs. My internet has been working fine for over a year since it was first installed and im pretty sure ive done everything i can on my end. if this doesnt improve in the next week ill be cancelling my contract, as im not paying for a service which im not recieving.

If anyone knows if there is anything i can try to fix this please let me know.

[Shaun-Reading]

Based on my recent experiances with Virgin Media Support Teams, I suggest you use a mobile phone to call them and record/save each call. From replacement devices to engineer visits, nothing will materialise as they agree. Their Customer services are lying and denying all what they have agreed in the previous conversation, when you call again to inform no engineer turned up on the day they promised.

[MikeRobbo]

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@KaneSheppard wrote:

For the past 2-3 weeks my internet has dropped from around 380mbs down to 50-60mbs it cuts out for 5-10seconds at random and ive tried restarting the hub 3 and factory resetting it multiple times, after the factory reset it works fine at full speed for around 5minutes and im back to square one. All of my connections are connected through cat6 cables which ive swapped out and still have the same problem.

I thought maybe there were some repairs or upgrades being done im my area so ive been patient and waited it out but every test ive done on the website say there is nothing wrong, nothing has improved, im paying for the 350 package and for almost an entire month ive only had 60mbs. My internet has been working fine for over a year since it was first installed and im pretty sure ive done everything i can on my end. if this doesnt improve in the next week ill be cancelling my contract, as im not paying for a service which im not recieving.

If anyone knows if there is anything i can try to fix this please let me know.

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Firstly set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

then

Type 192.168.0.1 (192.168.100.1 in Modem mode ) into your browser URL bar and press enter.  When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.

[KaneSheppard]

Link to the BQM https://www.thinkbroadband.com/broadband/monitoring/quality/view/01ae394ec2b27773156b2b7f95a9552bbd7...

or https://www.thinkbroadband.com/broadband/monitoring/quality/share/3fce744f6e6289941869b81cf3d9c10eea...

sorry if the router status information is hard to read, it wouldnt let me insert graphs in the reply for some reason

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
298750000

Locked
Ranged Upstream Channel (Hz)
32599928

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 1.4 36 256 qam 21
2 186750000 1.7 36 256 qam 7
3 194750000 1.7 37 256 qam 8
4 202750000 1.7 37 256 qam 9
5 210750000 1.5 36 256 qam 10
6 218750000 1.5 37 256 qam 11
7 226750000 1.5 36 256 qam 12
8 234750000 1.5 36 256 qam 13
9 242750000 1.2 36 256 qam 14
10 250750000 1.2 36 256 qam 15
11 258750000 1.2 36 256 qam 16
12 266750000 1.2 36 256 qam 17
13 274750000 1 36 256 qam 18
14 282750000 1.2 36 256 qam 19
15 290750000 1.2 36 256 qam 20
16 306750000 1.4 36 256 qam 22
17 314750000 1.5 36 256 qam 23
18 322750000 1.7 36 256 qam 24
19 402750000 2 36 256 qam 25
20 410750000 2 36 256 qam 26
21 418750000 2 36 256 qam 27
22 426750000 1.9 36 256 qam 28
23 434750000 1.7 36 256 qam 29
24 442750000 1.5 36 256 qam 30

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.3 2925 0
2 Locked 36.6 722 20
3 Locked 37.6 593 21
4 Locked 37.3 535 3
5 Locked 36.6 672 0
6 Locked 37.3 728 0
7 Locked 36.6 634 0
8 Locked 36.3 814 1
9 Locked 36.6 1345 9
10 Locked 36.6 1193 11
11 Locked 36.6 1199 13
12 Locked 36.6 1579 4
13 Locked 36.6 1590 2
14 Locked 36.6 1559 0
15 Locked 36.3 1903 0
16 Locked 36.6 2282 0
17 Locked 36.6 2540 0
18 Locked 36.6 2834 0
19 Locked 36.3 8104 0
20 Locked 36.3 7988 0
21 Locked 36.3 9889 0
22 Locked 36.3 9041 0
23 Locked 36.3 9350 0
24 Locked 36.3 10033 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32599928 4.1 5120 64 qam 10
2 53700102 4.15 5120 64 qam 7
3 39400000 4.125 5120 64 qam 9
4 46200009 4.125 5120 64 qam 8

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm

Primary Downstream Service Flow
SFID 82268
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 82267
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
Network Log
Time Priority Description
05/03/2020 13:43:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2020 13:41:51 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2020 13:02:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 13:53:45 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 13:12:27 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 12:50:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 12:31:13 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 11:40:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 02:53:56 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2020 18:45:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2020 15:54:11 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2020 17:17:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 07:15:59 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 16:49:56 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 08:12:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 02:23:57 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 01:12:47 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2020 05:31:29 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 05:20:17 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;