Virgin Media Community

[Novablaze]

I am having issues with my hub 3.0 all my settings are correct i have all new Cat6 cables to make sure the error was not the cables i have also been on a call and done all the testing that they have asked for and still getting less than half the speed im paying for i was told to ring back two days later to get a new hub sent out to me as they had none in stock at the time so i did that today only to be told i cant have a replacement hub and that i have to basically deal with what i got tho its not like i was asking for the new HUB 4.0 just a replacement Hub 3.0 so i can get the speeds im paying for so now im in a dilemma do i end my contract due to them providing less than half the speed or just grin and bare it.  

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	53699956	Locked
Provisioning State	Online

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	-1.9	36	256 qam	1
2	146750000	-1.9	36	256 qam	2
3	154750000	-2	36	256 qam	3
4	162750000	-1.9	36	256 qam	4
5	170750000	-2	36	256 qam	5
6	178750000	-1.7	36	256 qam	6
7	186750000	-1.4	36	256 qam	7
8	194750000	-1.2	36	256 qam	8
9	202750000	-1.5	36	256 qam	9
10	210750000	-1.5	36	256 qam	10
11	218750000	-1.4	36	256 qam	11
12	226750000	-1.2	36	256 qam	12
13	234750000	-1.2	36	256 qam	13
14	242750000	-1.2	36	256 qam	14
15	250750000	-1	37	256 qam	15
16	258750000	-0.9	37	256 qam	16
17	266750000	-0.7	37	256 qam	17
18	274750000	-0.7	37	256 qam	18
19	282750000	-0.5	37	256 qam	19
20	290750000	-0.5	37	256 qam	20
21	298750000	0	37	256 qam	21
22	306750000	0.2	37	256 qam	22
23	314750000	0.5	37	256 qam	23
24	322750000	0.5	37	256 qam	24

[Novablaze]

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

1	53699956	43.3	5120	64 qam	6
2	60299956	43.5	5120	64 qam	5
3	46199931	43	5120	64 qam	7
4	39399954	42.3	5120	64 qam	8

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	3	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	26466
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	26465
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[jbrennand]

Can you post the data from the "config file'  page - the Max Data trransfer rate numbers - to see whether the upgrade has been applied

How are you testing speeds? To check the speeds coming in to your Hub properly, and whether they match what you should be getting, you cannot rely on wifi tests, You have to test on an ethernet cable connection

So, can you test speeds directly like this. As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e (or better) ethernet cable, directly to the Hub which you have put into “modem mode” (https://www.virginmedia.com/help/virgin-media-hub-modem-mode ). Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot you device into windows safe+networking mode to disable any potentially

But to look at the connection properly. Post up the other data from the downstream page (RS errors) and the network logs.

And also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[Novablaze]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	26466
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	26465
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

I have already done all the testing and im on a Ethernet Cat6 cables im getting around 85 to 93 Mbps all the time iv done driver updates and everything else i can think of even what VM suggested.

 Downstream bonded channels

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

1	138750000	-2	35	256 qam	1
2	146750000	-2.2	36	256 qam	2
3	154750000	-2.2	36	256 qam	3
4	162750000	-2	36	256 qam	4
5	170750000	-2	36	256 qam	5
6	178750000	-2	36	256 qam	6
7	186750000	-1.7	36	256 qam	7
8	194750000	-1.5	36	256 qam	8
9	202750000	-1.7	36	256 qam	9
10	210750000	-1.7	36	256 qam	10
11	218750000	-1.5	36	256 qam	11
12	226750000	-1.5	36	256 qam	12
13	234750000	-1.2	36	256 qam	13
14	242750000	-1.5	36	256 qam	14
15	250750000	-1.4	37	256 qam	15
16	258750000	-1.2	36	256 qam	16
17	266750000	-1	37	256 qam	17
18	274750000	-1	37	256 qam	18
19	282750000	-0.9	37	256 qam	19
20	290750000	-0.7	37	256 qam	20
21	298750000	-0.2	37	256 qam	21
22	306750000	0	37	256 qam	22
23	314750000	0.2	37	256 qam	23
24	322750000	0.2	37	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	35.7	2003	32
2	Locked	36.3	1515	33
3	Locked	36.6	1075	13
4	Locked	36.3	1029	26
5	Locked	36.3	591	2675
6	Locked	36.3	576	14
7	Locked	36.6	649	22
8	Locked	36.6	587	6
9	Locked	36.3	394	0
10	Locked	36.3	196	81
11	Locked	36.3	178	0
12	Locked	36.6	202	0
13	Locked	36.6	256	0
14	Locked	36.6	203	0
15	Locked	37.3	136	0
16	Locked	36.6	99	0
17	Locked	37.3	118	0
18	Locked	37.3	120	0
19	Locked	37.3	117	0
20	Locked	37.3	113	0
21	Locked	37.3	89	0
22	Locked	37.6	62	0
23	Locked	37.6	52	0
24	Locked	37.3	73	0

[Novablaze]

Network Log

Time Priority Description

23/05/2021 03:20:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 02:30:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 00:30:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:18:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 13:52:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 17:05:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 13:51:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 13:17:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 02:26:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 16:28:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 15:09:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 06:18:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 03:09:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 10:27:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/05/2021 03:03:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 17:11:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 12:37:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 10:25:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 10:04:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 08:21:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Novablaze]

Forgot to add https://www.thinkbroadband.com/broadband/monitoring/quality/share/95938066c257f82307b32bd0c617b78e90...

[Zach_R]

Hi @Novablaze,

Thank you for your post and welcome to our community forums. We're here to help.

I am very sorry to hear you're having a bit of trouble with your broadband connection recently. We would need to go through diagnostics and troubleshooting first to help narrow down what's causing the issue, because if the problem isn't equipment related then providing a replacement router won't alleviate the issue.

I've taken a look at the BQM graph and I can't see any cause for concern reported there at the moment. Can you confirm what speeds are hitting your router via a wired Speed Test? This will give a truer reflection of the speeds you're getting, and also can help to eliminate if this issue is wireless/Wi-Fi specifc.

Thanks,
 

[Novablaze]

This is about what im getting speed wise.

 

I have already done all the testing with myself and on call with VM and we boiled it down to needing a replacement router but they had none in stock so was told to call two days later in which i did only to be told that i cant have one sent and have to deal with what i have tho its less than half of what im paying for.

I'm not on Wifi as i have my PC connected via Cat6 Ethernet cables my phone is the only one that uses the Wifi.

[legacy1]

Your device is linked at 100Mb so check in your PC settings your link speed is at 1Gb or 100Mb.

[Hayley_S]

Thank you for confirming this information @Novablaze.

I was able to locate your account using your forums details, I can not see any known issues with your up or down streams, there is no errors on the equipment on our system.

Can you please confirm the exact speed plan that you are on 1gig or 100mbs?

Look forward to your response.