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on 07-09-2022 12:28
I'm on the 200MB service in the Stapleford area of Nottingham. Broadband/Internet has been absolutely dire for days now. Loading a webpage takes a couple of minutes each time, watching a two minute news video on the BBC website stalls. Just loading this forum post editor has taken seven minutes just to load a box I can type in! It's ridiculous.
To be fair there are some times of the day when speed is acceptable but today isn't one of them. Evenings are unusable a lot of the time. There are also intermittent issues with our Tivo box unable to connect but I realise that is a separate issue for another forum. The point is that our VM services are struggling right now and we deserve better.
I have tried some self help measures like re-booting my Hub 2 which takes a very long time to settle down and doesn't help much in the long run. I regular shut down and re-start my (wired to hub) PC so it's unlikely to be that. I've also waited an age loading and using Virgin's broadband testing page... this usually claims that there are no issues with any VM services and when I request a further online check of my equipment/status I just get the brush off with "Sorry, we can’t check the service status in your area right now". This message has appeared for months, it's nothing new and is supremely unhelpful.
Recent overnight work by VM in my area has done nothing to improve matters.
I am an average home user, though reasonably competent with PCs I don't understand the technical aspects of hubs/connectivity that people talk about here.
I'm looking for some practical advice/help on troubleshooting this issue. If any info or logs are required I'm happy to help but would need a pointer as to where/how to do this. Please help.
Thank you.
Answered! Go to Answer
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on 08-09-2022 15:15
Hey @VelvetGlove,
Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your broadband services at the moment, I have looked into your connection on our system and I have been advised that you would need a new hub to resolve these issues, we would need to send a technician out to do this.
I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L
18 REPLIES 18
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on 07-09-2022 16:05
Do this
_______
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts
If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
--------------------
John
--------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
_______
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts
If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
--------------------
John
--------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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on 07-09-2022 16:37
Thank you, John, for your reply and simple instructions. Some stats and logs to follow below. I have a Virgin Media Super Hub 2ac and only found one Downstream page, one Upstream page and one Upstream Burst page, I hope these together with the Network Log will show something useful. I can't see any personal information on any of these pages. I did set up a Broadband Quality Monitor this afternoon but as yet there is no meaningful data on it.
Thanks again for any help from anyone out there!
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 171000000 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -0.69 -0.61 -0.40 -0.34 -0.47 -0.36 -0.16 -0.24
RxMER (dB) 37.94 37.94 38.26 38.26 38.98 38.98 38.98 39.40
Pre RS Errors
3389 3002 1566 778 891 1566 1465 911
Post RS Errors
896 886 1462 636 842 1523 1416 857
Upstream US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 3 1 2 4
Frequency (Hz) 32600000 46200000 39400000 25800000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 32QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 39.29 39.79 39.54 38.79
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 8 13 0
T4 Timeouts 0 0 0 0
Upstream Burst Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 10 16 5
FEC Codeword Information Bytes (K) 16 34 34 81 223 86
Maximum Burst Size 0 0 0 3 255 255
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON
Network Log First Time Last Time Priority Error Number Description
07/09/2022 15:10:43 GMT 07/09/2022 15:10:43 GMT Warning (5) 66050310 Auth Success - Web login successful.
07/09/2022 13:18:31 GMT 07/09/2022 13:18:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 13:12:48 GMT 07/09/2022 13:12:48 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 13:11:43 GMT 07/09/2022 13:11:43 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 12:39:23 GMT 07/09/2022 12:39:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 12:06:16 GMT 07/09/2022 12:06:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 11:26:20 GMT 07/09/2022 11:26:20 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 10:36:23 GMT 07/09/2022 10:36:23 GMT Warning (5) 66050310 Auth Success - Web login successful.
07/09/2022 09:59:44 GMT 07/09/2022 09:59:44 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:53:11 GMT 07/09/2022 09:53:11 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:41:46 GMT 07/09/2022 09:41:46 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:22:44 GMT 07/09/2022 09:22:44 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 08:47:30 GMT 07/09/2022 08:47:30 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 08:26:34 GMT 07/09/2022 08:26:34 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 21:27:19 GMT 06/09/2022 21:27:19 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:45:29 GMT 06/09/2022 20:45:29 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:41:40 GMT 06/09/2022 20:41:40 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:24:32 GMT 06/09/2022 20:24:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:24:31 GMT 06/09/2022 20:24:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 19:51:14 GMT 06/09/2022 19:51:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
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on 07-09-2022 16:46
[2nd try posting this - sorry if duplicated!!]
Thank you, John, for your reply and simple instructions. Some stats and logs to follow below. I have a Virgin Media Super Hub 2ac and only found one Downstream page, one Upstream page and one Upstream Burst page, I hope these together with the Network Log will show something useful. I can't see any personal information on any of these pages. I did set up a Broadband Quality Monitor this afternoon but as yet there is no meaningful data on it.
Thanks again for any help from anyone out there!
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 171000000 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -0.69 -0.61 -0.40 -0.34 -0.47 -0.36 -0.16 -0.24
RxMER (dB) 37.94 37.94 38.26 38.26 38.98 38.98 38.98 39.40
Pre RS Errors
3389 3002 1566 778 891 1566 1465 911
Post RS Errors
896 886 1462 636 842 1523 1416 857
Upstream US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 3 1 2 4
Frequency (Hz) 32600000 46200000 39400000 25800000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 32QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 39.29 39.79 39.54 38.79
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 8 13 0
T4 Timeouts 0 0 0 0
Upstream Burst Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)
Modulation Type 16QAM QPSK 16QAM 64QAM 64QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 104 104 104
Preamble Value Offset 652 0 0 716 716 716
FEC Error Correction (T) 0 5 5 10 16 5
FEC Codeword Information Bytes (K) 16 34 34 81 223 86
Maximum Burst Size 0 0 0 3 255 255
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON
Network Log First Time Last Time Priority Error Number Description
07/09/2022 15:10:43 GMT 07/09/2022 15:10:43 GMT Warning (5) 66050310 Auth Success - Web login successful.
07/09/2022 13:18:31 GMT 07/09/2022 13:18:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 13:12:48 GMT 07/09/2022 13:12:48 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 13:11:43 GMT 07/09/2022 13:11:43 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 12:39:23 GMT 07/09/2022 12:39:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 12:06:16 GMT 07/09/2022 12:06:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 11:26:20 GMT 07/09/2022 11:26:20 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 10:36:23 GMT 07/09/2022 10:36:23 GMT Warning (5) 66050310 Auth Success - Web login successful.
07/09/2022 09:59:44 GMT 07/09/2022 09:59:44 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:53:11 GMT 07/09/2022 09:53:11 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:41:46 GMT 07/09/2022 09:41:46 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 09:22:44 GMT 07/09/2022 09:22:44 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 08:47:30 GMT 07/09/2022 08:47:30 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/09/2022 08:26:34 GMT 07/09/2022 08:26:34 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 21:27:19 GMT 06/09/2022 21:27:19 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:45:29 GMT 06/09/2022 20:45:29 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:41:40 GMT 06/09/2022 20:41:40 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:24:32 GMT 06/09/2022 20:24:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 20:24:31 GMT 06/09/2022 20:24:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/09/2022 19:51:14 GMT 06/09/2022 19:51:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
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07-09-2022 17:56 - edited 07-09-2022 18:50
Duplicate post - deleted!
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07-09-2022 18:03 - edited 07-09-2022 18:50
Duplicate post - deleted!
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07-09-2022 18:05 - edited 07-09-2022 18:51
Duplicate post - deleted!
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07-09-2022 18:13 - edited 07-09-2022 18:51
Duplicate post - deleted!
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07-09-2022 18:14 - edited 07-09-2022 18:52
Duplicate post - deleted!
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07-09-2022 18:20 - edited 07-09-2022 18:53
Duplicate post - deleted!
Sorry about so many duplicates - have been trying for hours to post my router info!!
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