Virgin Media Community

[OllieDutts]

A bit of background of my issues.

I use to have 350mb but decided to upgrade to 1gb... what a mistake.

The Hub 4/ new line has given horrific Ping spikes every 4-5 minutes which makes gaming almost impossible. 

I ring virgin, they send me an engineer and he replaces the router. 

My connection is now worse if anything.... and on-top of that, my Router wont allow me to connect new devices via Wifi??!!

Fire Stick and Ring camera....  both wont obtain an IP address, like DHCP is Full. 

- Hard Reset Both devices

- Hard Reset router

-  Release IP addresses from all devices... still wont obtain an IP address. 

So i raise a complaint... on Wednesday 27/01/2021. As of this message i haven't had a response. 

I call tech support again to try and resolve..... the tech was huffing and yawning down the phone! 

He then transferred me to the mobile phone help line! saying they need to look at the line.... as you can imagine... when i selected the virgin media option.... i was confronted with "check the website, good bye" 

Here is my Graph to prove my latency issues. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8cb13a184355779d602bbd722703eb7d06576c66-29-01-2021

 I have never had issues with Virgin and i'm at the end of my patience with this.... I'm getting mugged off by tech support and i'm struggling to even work with this new connection. 

[JitteryPinger]

Hmm, coincidentally I'm also seeing those ping spike one one of my connections which use a Hub 4 in modem mode.

Click BQM2 below to see....

I'm yet to got to the property with that Hub 4 so I've not yet investigated and tried to find issue.

As you say the WiFi on hub 4 is interesting to say the least, hence why its running in modem mode.

Hang on here for a staff member to see if they can assist you better.

[OllieDutts]

TimePriorityDescriptionThu 01/01/1970 00:01:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 23/01/2021 17:02:465MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue 26/01/2021 07:25:364DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue 26/01/2021 07:25:366DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[OllieDutts]

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

1	60300000	42	5120 KSym/sec	64QAM	1
2	39400000	42.8	5120 KSym/sec	64QAM	4
3	46200000	42.8	5120 KSym/sec	64QAM	3
4	53700000	42.3	5120 KSym/sec	64QAM	2

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	0	0

[OllieDutts]

3.0 Downstream channels

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

30	402750000	8.4	40.9	QAM256	30
1	138750000	8.7	40.4	QAM256	1
2	146750000	8.8	40.4	QAM256	2
3	154750000	8	40.4	QAM256	3
4	162750000	7	40.4	QAM256	4
5	170750000	6.6	40.9	QAM256	5
6	178750000	6.7	39	QAM256	6
7	186750000	7.1	40.4	QAM256	7
8	194750000	7.5	40.9	QAM256	8
9	202750000	7.4	40.4	QAM256	9
10	210750000	6.9	40.9	QAM256	10
11	218750000	6.8	40.4	QAM256	11
12	226750000	6.9	40.4	QAM256	12
13	234750000	7.2	39	QAM256	13
14	242750000	7.9	40.4	QAM256	14
15	250750000	8.5	40.4	QAM256	15
16	258750000	8.8	40.9	QAM256	16
17	266750000	8.7	40.4	QAM256	17
18	274750000	9.2	40.4	QAM256	18
19	282750000	9.1	40.4	QAM256	19
20	290750000	8.8	40.4	QAM256	20
21	298750000	8.5	40.4	QAM256	21
22	306750000	8.2	40.4	QAM256	22
23	314750000	7.6	40.4	QAM256	23
24	322750000	7.6	38.6	QAM256	24
25	330750000	7.9	40.4	QAM256	25
26	370750000	9.4	40.4	QAM256	26
27	378750000	9.1	40.4	QAM256	27
28	386750000	8.7	40.4	QAM256	28
29	394750000	8.4	40.9	QAM256	29
31	410750000	8.7	40.4	QAM256	31

3.0 Downstream channels

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

30	Locked	40.946209	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.946209	0	0
6	Locked	38.983261	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	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	38.605377	0	0
25	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	40.946209	0	0
31	Locked	40.366287	0	0

3.1 Downstream channelsChannel 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 channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

9.4

1542213335

0

[OllieDutts]

Cheers Mat,

Just been hung up on by virgin tech support... we didn't even get past the hello. 

[JitteryPinger]

Yep, pretty ridiculous trying to talk to someone at the moment.

[OllieDutts]

just spoke to a supervisor... they said they will update me on the forum. 

[OllieDutts]

i wonder how long it will take for an update

[JitteryPinger]

---

@OllieDutts wrote:

just spoke to a supervisor... they said they will update me on the forum. 

---

Hmm, is that right, time shall tell I suppose.

Nice to hear people like to help the people paying their wages.

Let us know how it goes, I'm sure one of the forum staff will be happy to help when they can.