Virgin Media Community

[krappleby]

OK, 

so we got virgin installed about 4 months ago and to tell you the truth its been absolutely ridiculous, we have called numerous times about the problems to be fobbed off by your usual rubbish like, reboot the modem, you have too many things connected, we cant see any problems, well I've just about had enough.

The last guy said to me on the phone, "that should resolve the issue I've boosted the signal in the house"...now, maybe you can fob off some people who haven't got a clue.. but I'm an electrical engineer hobbyist and i know you cannot BOOST the signal inside the house.. you can change from one MHZ to another MHZ but that doesn't BOOST the signal.

this morning I created a video, and since 9am have been uploading it, its now 1.46pm that's 5 hours and its only at 36%.

absolutely ridiculous, so I thought speed test the broadband, so I did, I have used 6 different sites, five of them I found myself and the one you suggest.. 

well the five sites all report the same....   

UP - around 0.4 - 0.6mb/sec and DOWN - 0.6 to 0.8mb/sec

your system reports

UP - around 1.3mb/sec and DOWN 2.4mb per sec... 

So you fake the results and hope people wont notice. I'm just about fed up with virgin services, they are absolute rubbish, we have been having constant failures numerous times  a day for the last three months, we have had a new router installed, but no change. 

I am trying to set up YouTube streaming, but nothing seems to work due to the up and down speed and the constant failures.

let me do some actual maths here.. 

Video file = 380mb in size. currently at 36% so only 136mb transferred, been five hours that is 27mb per hour, which in turn is 0.45mb per minute, which results in an upload speed of 0.0076mb or (0.07kbps - slower than a 56k modem) per second. that is way way way lower than your minimums should be.

I have suffered from this problem before, when living in Holland, and the problem. was not with the house or the internal connection but was rather to do with the connection from the house to the box in the street.. This is by far the worst broadband I have ever had.. I wouldn't mind as much, but I'm paying over £70 a month for this crap.

To date we have paid you almost £280 for a service. I could have used the royal mail and hand delivered everything instead, and it would have been cheaper.

Get someone who is competent to contact us

ACCT NO : [removed]

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[krappleby]

I assumed that one of your were looking at this, as my internet suddenly shot up to 5mb download and upload for about 2 mins, now its back down to super slow again.. another speed test, reveals 0.5mb/s down and 0.8mb/s up.....

something definately wroing

[krappleby]

since contacting you on this forum, my video has now uploaded, that was 230mb in less than 20 mins, wow.. much better, and once again  after my last post my internet has sped up again, but for how long this time.. 

so 230mb in less than 20 mins, but it took five hours this morning to upload 120mb..

[conman33158]

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

[krappleby]

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

1	194750000	6.4	40	256 qam	8
2	138750000	8	40	256 qam	1
3	146750000	7.5	40	256 qam	2
4	154750000	7	40	256 qam	3
5	162750000	7	40	256 qam	4
6	170750000	6.6	40	256 qam	5
7	178750000	6.5	40	256 qam	6
8	186750000	6.8	40	256 qam	7
9	202750000	6	40	256 qam	9
10	210750000	5.6	40	256 qam	10
11	218750000	5.4	40	256 qam	11
12	226750000	5.1	40	256 qam	12
13	234750000	5	40	256 qam	13
14	242750000	5	40	256 qam	14
15	250750000	4.8	40	256 qam	15
16	258750000	4.5	40	256 qam	16
17	266750000	4.1	40	256 qam	17
18	274750000	4	40	256 qam	18
19	282750000	3.9	40	256 qam	19
20	290750000	4	40	256 qam	20
21	298750000	4.3	40	256 qam	21
22	306750000	4.6	40	256 qam	22
23	314750000	4.5	40	256 qam	23
24	322750000	4.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	12	0
2	Locked	40.9	29	0
3	Locked	40.9	34	0
4	Locked	40.9	22	0
5	Locked	40.3	25	0
6	Locked	40.9	31	0
7	Locked	40.3	40	0
8	Locked	40.9	38	0
9	Locked	40.9	22	0
10	Locked	40.9	14	0
11	Locked	40.3	15	0
12	Locked	40.9	12	0
13	Locked	40.9	17	0
14	Locked	40.9	31	0
15	Locked	40.9	18	0
16	Locked	40.9	44	0
17	Locked	40.9	9	0
18	Locked	40.9	20	0
19	Locked	40.3	10	0
20	Locked	40.3	40	0
21	Locked	40.3	16	0
22	Locked	40.9	16	0
23	Locked	40.9	8	0
24	Locked	40.9	40	0

[krappleby]

Upstream bonded channels

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

1	53700017	40.5	5120	64 qam	10
2	39400031	40.5	5120	64 qam	12
3	46199988	40.5	5120	64 qam	11
4	60300014	40.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	254k;fg87dsfd;kfoA,.iyewrkldJ

Primary Downstream Service Flow

SFID	12502
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12443
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network LogTime Priority Description

22/02/2021 14:05:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 02:37:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 02:37:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 01:59:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:08:3	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 16:07:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 12:37:0	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 11:54:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 11:54:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 20:09:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 12:31:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 12:31:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 22:23:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 22:17:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 22:17:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 15:26:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 10:17:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 10:17:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 02:49:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 22:17:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Here is the broadband monitor i think 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c7c650fba1c7075b2a93cbdba16d6574664fec9

[conman33158]

Your router stats look fine mate, we'll let your BQM run for a while, typically overnight and see if it shows anything which could be causing problems 🙂

[krappleby]

Hi conman, 

and here in lies the problem, yes the stats look fine.. the graph only shows latency, doesn't show the speeds, as i said earlier my internet connection was running at 0.5mb/s download.. that is abysmal.. been having problems for 4 months.. but its all about what cannot be seen. 

when i posted on here, it suddenly shot up to over 6mb per sec, then went back down, after hte second post it shot up to 10mbs and currenlty its not too bad, but still only around 4mb/s when we should be getting 200Mbs (or 20MB/s) at peak time, and peak is in 5 hours.. 

we are paying for M200 internet and our connection is M6 if that... 
something needs to be thoroughly investigated, i have just looked at our box outside, if you can call it a box, its hanging off the wall. and all it is is two cables connected to each other, no splitter, no nothing, just joined by a metle connector.. dont know if thats right, the cable also looks shabby, and brittle..

i believe the problem lies from our property to the street box.

[conman33158]

Are you using wired or wireless?

What speed do you get on https://speedtest.samknows.com/ with direct wired connection from PC/Laptop to router using a Cat 5e cable or better with a 1Gbps capable Ethernet network card?

1. Make sure the cable is Cat 5e or better
2. Make sure your PC/laptop has a 1Gbps or better network card
3. Make sure Hub is NOT in modem mode
4. Disconnect all other Ethernet cables when running the test

[conman33158]

......also your connection is M500 not M600 but yes, you show be getting a lot faster speed on a wired connection. The BQM will check the line coming right up to the router, so if there is a problem it will be reflected in the graph.

Primary Downstream Service Flow

SFID	12502
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12443
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort