Utterly useless

[Atreyu74]

I have been experiencing slow speed since mid December. I call almost daily and they sort my issue out for 60 minutes and then they go slow again. I am regularly on hold for more than an hour then get cut off. I am promised call backs and never get them. I was offered 200mbps in December for £32 and my bill is £50. It looks like virgin are breaking their terms of the contract. So it my ab time to break mine and cancel DD. Oh and I've just been cut off again. What a suprise!!!!!!!

[Andrew-G]

Don't stop the direct debit, it won't hurt them, it will have consequences for you.

In terms of speed and reliability, it's usually best to forsake the telephone support, and use this forum.  If they manage a short term fix that then drifts back to its previous instability that's often a noise or power problem.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  If that reveals nothing we can look at other potential causes of the problem.

[Atreyu74]

 

[Atreyu74]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channels

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

1	330750000	7.4	40	256 qam	25
2	202750000	7.3	40	256 qam	9
3	210750000	7	40	256 qam	10
4	218750000	6.6	40	256 qam	11
5	226750000	6.3	40	256 qam	12
6	234750000	6.5	40	256 qam	13
7	242750000	6.5	40	256 qam	14
8	250750000	6.5	40	256 qam	15
9	258750000	6.5	40	256 qam	16
10	266750000	6.3	40	256 qam	17
11	274750000	6.4	40	256 qam	18
12	282750000	5.8	40	256 qam	19
13	290750000	6	40	256 qam	20
14	298750000	6.5	40	256 qam	21
15	306750000	6.8	40	256 qam	22
16	314750000	7.3	40	256 qam	23
17	322750000	6.9	40	256 qam	24
18	338750000	6.9	40	256 qam	26
19	346750000	6.4	40	256 qam	27
20	354750000	6.5	40	256 qam	28
21	362750000	6.4	40	256 qam	29
22	370750000	6.8	40	256 qam	30
23	378750000	6.5	40	256 qam	31
24	386750000	6.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	44	0
2	Locked	40.9	11	0
3	Locked	40.3	17	0
4	Locked	40.3	15	0
5	Locked	40.9	25	0
6	Locked	40.9	11	0
7	Locked	40.3	18	0
8	Locked	40.3	30	0
9	Locked	40.3	17	0
10	Locked	40.3	22	0
11	Locked	40.3	17	0
12	Locked	40.3	28	0
13	Locked	40.3	16	0
14	Locked	40.3	27	0
15	Locked	40.3	40	0
16	Locked	40.3	33	0
17	Locked	40.3	33	0
18	Locked	40.3	37	0
19	Locked	40.3	51	0
20	Locked	40.3	42	0
21	Locked	40.3	30	0
22	Locked	40.9	21	0
23	Locked	40.3	28	0
24	Locked	40.3	28	0

[Atreyu74]

Refresh data

Upstream bonded channels

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

1	39400000	41.2	5120	64 qam	2
2	25800000	38.3	5120	64 qam	4
3	32600000	40.3	5120	64 qam	3
4	46200014	42.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4

[Atreyu74]

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Router status

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Refresh data

Network Log

Time Priority Description

20/01/2022 12:58:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:57:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 21:24:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 19:15:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 19:15:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 19:18:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 20:44:51	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 20:44:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2022 10:25:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 08:48:0	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 08:48:0	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 23:11:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2022 00:42:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2022 00:42:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 16:54:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 08:15:49	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;
03/01/2022 08:15:5	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 08:15:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 08:15:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 08:15:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Thanks.  At the time you took that, all the numbers that were visible and the network log looked normal for a cable connection.  However, if you're rebooting the hub regularly to restore the connection, that might erase some evidence.  So at the moment nothing I can see, doesn't mean the broadband has a clean bill of health.  As a next step, setup a Broadband Quality Monitor.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

Also, do you have a mix of ethernet and wireless devices?  If so, do the wired devices stay connected when the wireless ones go down?

[Atreyu74]

Nope. My TV is wired and I can't currently stream. My mobile says connected

[Atreyu74]

 

[Atreyu74]