Virgin Media Community

[fatimaibrar]

Hi Guys, I've been facing regular issues with the broadband since moved from Hub 3 to Hub 4. Just had a 4th engineer come to our property on 11th Tuesday and started to get 900mb+ wired. 

Today again started to face issues and I'm getting below 100mb speed using an Ethernet cable on a 1GB connection.

Cable Modem Status

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

25	331000000	6.300003	40.366287	QAM256	25
1	139000000	8.099998	38.983261	QAM256	1
2	147000000	7.599998	38.983261	QAM256	2
3	155000000	7.400002	40.366287	QAM256	3
4	163000000	7.199997	38.983261	QAM256	4
5	171000000	6.599998	38.983261	QAM256	5
6	179000000	6.099998	38.983261	QAM256	6
7	187000000	4.699997	38.605377	QAM256	7
8	195000000	5.599998	38.605377	QAM256	8
9	203000000	6.000000	40.366287	QAM256	9
10	211000000	6.199997	40.366287	QAM256	10
11	219000000	5.800003	38.983261	QAM256	11
12	227000000	5.800003	38.983261	QAM256	12
13	235000000	5.900002	38.983261	QAM256	13
14	243000000	5.699997	40.366287	QAM256	14
15	251000000	5.699997	38.983261	QAM256	15
16	259000000	5.500000	40.366287	QAM256	16
17	267000000	5.500000	38.983261	QAM256	17
18	275000000	6.000000	40.366287	QAM256	18
19	283000000	5.500000	38.983261	QAM256	19
20	291000000	5.800003	40.366287	QAM256	20
21	299000000	6.000000	40.366287	QAM256	21
22	307000000	5.699997	40.366287	QAM256	22
23	315000000	6.099998	40.366287	QAM256	23
24	323000000	6.199997	40.366287	QAM256	24
26	339000000	6.400002	40.366287	QAM256	26
27	347000000	6.099998	40.366287	QAM256	27
28	355000000	6.300003	40.366287	QAM256	28
29	363000000	6.500000	40.366287	QAM256	29
30	371000000	6.300003	40.366287	QAM256	30
31	379000000	6.599998	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	40.366287	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	40.366287	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[fatimaibrar]

3.1 Downstream channels

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

159

96

4K

1880

QAM256

759

3.1 Downstream channels

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

159

Locked

40

2.7

109

0

3.0 Upstream channels

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

1	46200000	48.520599	5120 KSym/sec	64QAM	3
2	39400000	48.770599	5120 KSym/sec	64QAM	4
3	53700000	49.270599	5120 KSym/sec	64QAM	2
4	60300000	49.270599	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	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	2	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	wrkldJKDHSUBsgvca69834ncxv987

Primary Downstream Service Flow

SFID	9320
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	6407
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[fatimaibrar]

Network Log

Time Priority Description

Sat Jan 8 14:57:21 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:00:35 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:12:50 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:12:53 2022	6	DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:15:45 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:58:06 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 15:58:06 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 8 16:03:42 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 9 23:56:07 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 9 23:56:20 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:46:41 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:58:56 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 12:58:58 2022	6	DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 13:01:25 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 16:56:32 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:08:50 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:08:53 2022	6	DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 17:10:25 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:31:02 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:43:20 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:43:22 2022	6	DS profile assignment change. DS Chan ID: 159; Previous Profile: ; New Profile: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 19:49:28 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:26 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:35 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:40 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:40 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:43 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:44 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:58 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 14; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:15:59 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:16:10 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 12:17:43 2022	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Stats look fine. Have you changed the ethernet cable fo a new Cat6a one?

What device are you connecting one with those speeds ?

[carl_pearce]

QAM value of 256 on may not be helping (Should be 2048 / 4096 on the DOCSIS 3.1 channel):

3.1 Downstream channels

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

159

96

4K

1880

QAM256

759

[fatimaibrar]

Well the past few days it was working fine, it actually had "4096" on that but don't know how it's changed.

Who needs to sort this out?

[carl_pearce]

---

@fatimaibrar wrote:

Well the past few days it was working fine, it actually had "4096" on that but don't know how it's changed.

Who needs to sort this out?

---

Another engineer visit.

[fatimaibrar]

I've just come home from work and after checking, it seems everything is working fine and the "QAM" seems to be sorted somehow.

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

159

Locked

40

2.4

76357363

1100

[Jodi_S]

Hi fatimaibrar,

Thanks for posting on our community forums. Sorry to hear that you've been experiencing slow speeds again with our internet. We can certainly understand hour frustration, especially after 4 engineer visits.

Your last post stated that that everything was working fine on Saturday, is this still the case today?

I have performed a routine check on your account this morning and can see some issues with your downstream power level issues. Its nothing major, however this may affect your speed.

Please can you let me know how the services have been over the weekend and come back to us if your still experiencing issues.

Kind regards Jodi. 

[fatimaibrar]

Hi, It's gone below 100mb again now and I'm checking this using an Ethernet cable. Honestly speaking since we have had the HUB 4 were facing regular issues and this is the 3rd Hub 4 were on right now as it's been replaced by the engineers.

The speeds are so messed up that at the moment it's below 100mb and later might increase and decrease again.

I was also told by the virgin customer service team that I'll be compensated for the time we were having reduced speeds which at the moment has been for like a month if not longer as it's been up and down with speeds. I was supposed to see this on my latest virgin bill but there had been no compensation given and have been charged the full amount.

I'm getting so frustrated with virgin that soon I'll be forced to end my contract with them at this rate.