Virgin Media Community

[BuxtonB]

This seems to have been going on for a while but have noticed a lot more frequently. 

On 200Mbps package, speed drops to 20Mbps a few minutes after a reboot. 

All cable connections are tight, same for both wireless and wired connections.

Other Virgin customers on our road are experiencing the same issue, so not just my connection. Can't seem to contact anyone at Virgin to get the ball rolling on resolving the issue.

Thanks in advance. 

[carl_pearce]

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

We can see if there is anything in the router stats that point to a localised problem.

[carl_pearce]

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

We can see if there is anything in the router stats that point to a localised problem.

[BuxtonB]

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

1	467000000	-0.5	36	256 qam	30
2	203000000	6	36	256 qam	9
3	211000000	5.8	36	256 qam	10
4	219000000	5.3	36	256 qam	11
5	227000000	5	35	256 qam	12
6	235000000	4.4	36	256 qam	13
7	243000000	4.1	36	256 qam	14
8	251000000	3.5	36	256 qam	15
9	259000000	3.7	35	256 qam	16
10	267000000	3.5	35	256 qam	17
11	275000000	3.5	36	256 qam	18
12	283000000	3.2	36	256 qam	19
13	291000000	3.4	36	256 qam	20
14	299000000	3.4	35	256 qam	21
15	307000000	3.2	36	256 qam	22
16	315000000	2.9	36	256 qam	23
17	323000000	2.5	36	256 qam	24
18	427000000	0.7	36	256 qam	25
19	435000000	0	36	256 qam	26
20	443000000	-0.4	36	256 qam	27
21	451000000	-0.4	36	256 qam	28
22	459000000	-0.5	36	256 qam	29
23	475000000	-0.7	36	256 qam	31
24	483000000	-0.7	36	256 qam	32

Downstream bonded channels

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

1	Locked	36.6	8	0
2	Locked	36.6	5	0
3	Locked	36.6	8	0
4	Locked	36.3	6	0
5	Locked	35.7	11	0
6	Locked	36.3	7	0
7	Locked	36.3	7	0
8	Locked	36.6	0	0
9	Locked	35.5	12	0
10	Locked	35.7	8	0
11	Locked	36.3	6	0
12	Locked	36.6	7	0
13	Locked	36.3	7	0
14	Locked	35.5	10	0
15	Locked	36.3	8	0
16	Locked	36.6	6	0
17	Locked	36.3	2	0
18	Locked	36.6	6	0
19	Locked	36.3	7	0
20	Locked	36.3	11	0
21	Locked	36.6	9	0
22	Locked	36.6	8	0
23	Locked	36.3	6	0
24	Locked	36.6	4	0

[BuxtonB]

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

1	46200021	3.95	5120	64 qam	3
2	39400012	3.95	5120	64 qam	4
3	53699998	4.15	5120	64 qam	2
4	60299979	4.2	5120	64 qam	1

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

[BuxtonB]

TimePriorityDescription17/07/2020 22:03:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 22:03:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 20:50:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/07/2020 20:48:5Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;11/07/2020 05:11:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;11/07/2020 00:30:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;11/07/2020 00:30:27ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/07/2020 12:37:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/07/2020 04:22:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/07/2020 00:45:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/07/2020 19:08:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/07/2020 09:40:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/07/2020 09:40:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/07/2020 07:59:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;06/07/2020 06:22:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

All those stats look normal, so I'm unsure what the problem could be.

There may be some additional checks a VM staff member can do.

[BuxtonB]

Is there any particular way to summon one, or is it just a case of waiting for one to happen by and hope they see the thread? 

Thanks for helping btw. 

[carl_pearce]

They pick up threads based on the most recent post date/time, so try not to bump your thread where possible!

[newapollo]

Hi BuxtonB

---

Other Virgin customers on our road are experiencing the same issue, so not just my connection. Can't seem to contact anyone at Virgin to get the ball rolling on resolving the issue.

---

Have you clicked on the Check service status at the top of the page to see if any local issues are listed?  You can also run a diagnostic test from there.

You could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Please continue following the advice and help from Carl, as even if it isn't a known local issue he can still help you resolve your problems.

[BuxtonB]

No problem, I'll just leave it as is, won't bump. 

Will just keep an eye out for replies!