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Chris9393
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Unusable / No Internet - Extremely slow 350M

Hi, 

My Internet has suddenly become completely unusable as of yesterday. I tried getting through to Virgin Media support on the phone but was on hold for over 2 hours to which point I hung up and hoped it would have been fixed in the morning, which it hasn't. 

My download speed is around 0.01Mb and sometimes can't even completely a full speed test. A check on thinkbroadband shows extremely high packet loss however when checking the status of our virgin it shows no issues in our area. 

Not good considering my contract is due to end in March and I have had nothing but problems with Virgin. 

Screenshot_20210202-175200_Speedtest.jpg

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f76a7a9b552ba65f4c5ceadd675d315286... 

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conman33158
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Re: Unusable / No Internet - Extremely slow 350M

Your BQM doesn't look good, have you checked for faults in your area?

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

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Chris9393
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Re: Unusable / No Internet - Extremely slow 350M

Thanks for the reply. I would do what you have requested however I can't even hold a connection to the WiFi without it cutting out.

I have tried calling Virgin and just get an automated response every time "I'm sorry, we're very busy right now please call back later" and the call automatically disconnects. This is unbelievable, I need to work from home and physically can't do it! 

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conman33158
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Re: Unusable / No Internet - Extremely slow 350M


@Chris9393 wrote:

Thanks for the reply. I would do what you have requested however I can't even hold a connection to the WiFi without it cutting out.

I have tried calling Virgin and just get an automated response every time "I'm sorry, we're very busy right now please call back later" and the call automatically disconnects. This is unbelievable, I need to work from home and physically can't do it! 


Best to ring VM on or just after 8am or alternatively you can wait here for a Virgin staff member to pick it up, typically between 5-10 days, sometimes sooner, sometimes later depending on how busy they are.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Chris9393
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Re: Unusable / No Internet - Extremely slow 350M

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

1Locked38.660
2Locked38.950
3Locked38.660
4Locked38.950
5Locked38.650
6Locked38.660
7Locked38.650
8Locked38.960
9Locked38.630

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620011438.8512064 qam3
22580000036.3512032 qam6
33260000036.8512032 qam5
43940001937.3512064 qam4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0040
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access 

Allowed

Maximum Number of CPEs 

1

Baseline Privacy 

Enabled

DOCSIS Mode 

Docsis30

Config file 

HSUBsgvca69834ncxv9873254

 

 

Primary Downstream Service Flow

SFID 220

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Chris9393
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Re: Unusable / No Internet - Extremely slow 350M

Finally managed to connect. Please see above post 

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conman33158
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Re: Unusable / No Internet - Extremely slow 350M


@Chris9393 wrote:

Finally managed to connect. Please see above post 


Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Chris9393
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Re: Unusable / No Internet - Extremely slow 350M

Time Priority Description
03/02/2021 11:44:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 10:57:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 10:55:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 10:53:13noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 17:59:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 03:31:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 03:31:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 05:26:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 11:37:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 11:37:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 08:30:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 23:37:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 23:37:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:19:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 11:37:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 11:37:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 02:26:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 23:37:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 23:37:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 13:33:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Message 9 of 14
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Re: Unusable / No Internet - Extremely slow 350M

It looks like your using wireless connection

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 in router mode
  4. Disconnect all other Ethernet cables when running the test
***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Chris9393
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Re: Unusable / No Internet - Extremely slow 350M

Done 3 speed tests with varied results connected straight to the router directly via ethernet cable. Pages are actually taking longer to load via ethernet than over WiFi 1. 90mb/s download 0.01 upload 2. 130mb/s download 0.01 upload 3. 100mb/s download 0.00 upload Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 9.1 38 256 qam 25 2 267000000 9.1 38 256 qam 17 3 275000000 8.9 38 256 qam 18 4 283000000 8.9 38 256 qam 19 5 291000000 8.9 38 256 qam 20 6 299000000 9.1 38 256 qam 21 7 307000000 9 38 256 qam 22 8 315000000 9.1 38 256 qam 23 9 323000000 9.3 38 256 qam 24 10 339000000 9 38 256 qam 26 11 347000000 8.8 38 256 qam 27 12 355000000 8.6 38 256 qam 28 13 363000000 8.5 38 256 qam 29 14 371000000 8.5 38 256 qam 30 15 379000000 8.3 38 256 qam 31 16 387000000 8 38 256 qam 32 17 395000000 8 38 256 qam 33 18 403000000 7.9 37 256 qam 34 19 411000000 7.8 37 256 qam 35 20 419000000 7.5 37 256 qam 36 21 427000000 7.6 38 256 qam 37 22 435000000 7.1 38 256 qam 38 23 443000000 6.9 38 256 qam 39 24 451000000 7.1 38 256 qam 40 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.6 6 0 2 Locked 38.9 5 0 3 Locked 38.9 6 0 4 Locked 38.6 5 0 5 Locked 38.6 5 0 6 Locked 38.6 6 0 7 Locked 38.9 5 0 8 Locked 38.6 6 0 9 Locked 38.6 3 0 10 Locked 38.6 5 0 11 Locked 38.6 4 0 12 Locked 38.6 5 0 13 Locked 38.6 5 0 14 Locked 38.9 6 0 15 Locked 38.6 5 0 16 Locked 38.6 6 0 17 Locked 38.9 5 0 18 Locked 37.6 6 0 19 Locked 37.6 5 0 20 Locked 37.6 7 0 21 Locked 38.9 17 0 22 Locked 38.6 5 0 23 Locked 38.6 5 0 24 Locked 38.6 0 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 46200114 38.8 5120 64 qam 3 2 25800000 36.3 5120 64 qam 6 3 32600000 36.8 5120 64 qam 5 4 39400019 37.3 5120 64 qam 4 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 4 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 HSUBsgvca69834ncxv9873254 Primary Downstream Service Flow SFID 220 Max Traffic Rate 402500089 Max Traffic Burst 42600 Min Traffic Rate 0 Primary Upstream Service Flow SFID 219 Max Traffic Rate 38500089 Max Traffic Burst 42600 Min Traffic Rate 0 Max Concatenated Burst 42600 Scheduling Type BestEffort Network Log Time Priority Description 03/02/2021 11:44:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 03/02/2021 10:57:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 03/02/2021 10:55:33 critical 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=3.0; 03/02/2021 10:53:13 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 02/02/2021 17:59:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/02/2021 03:31:12 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/02/2021 03:31:12 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 28/01/2021 05:26:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 27/01/2021 11:37:42 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 27/01/2021 11:37:42 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 24/01/2021 08:30:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 23/01/2021 23:37:43 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 23/01/2021 23:37:43 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 21/01/2021 04:19:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 20/01/2021 11:37:43 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 20/01/2021 11:37:43 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/01/2021 02:26:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2021 23:37:42 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2021 23:37:42 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 13/01/2021 13:33:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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