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Bigmonty
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Virgin 350 - speed issues and dropouts since sign up

Hi,

We just recently signed up to Virgin 350 in July 20. Since then we have been have constant issues with the speed being either very slow or the connection completely dropping out and being unuseable.  Most of these issues are noticed through the day with my partner and I working from home currently.  It has not gotten to the point that we are struggling to do our jobs because of this and we are regretting signing up to Virgin again.  

Can anyone please offer some advice.

We have the Virgin 3.0 hub and my network stats are as follows:

Item Status Comments

Acquired Downstream Channel (Hz)
403000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

 

Network Log

Time Priority Description

02/09/2020 09:05:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 02:08:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 17:26:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 17:26:8ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 20:50:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 18:10:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 17:20:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 17:20:42ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 02:06:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 14:00:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 10:52:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 13:00:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 08:24:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 21:30:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:09:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:09:40ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 16:45:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 15:59:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 23:58:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 01:38:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 

 

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Bigmonty
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Message 2 of 8
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Re: Virgin 350 - speed issues and dropouts since sign up

Downstream bonded channels

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

14030000004.540256 qam30
22030000004.340256 qam9
32110000004.340256 qam10
4219000000440256 qam11
52270000004.140256 qam12
62350000004.340256 qam13
72430000004.140256 qam14
8251000000440256 qam15
92590000003.740256 qam16
102670000003.740256 qam17
112750000003.740256 qam18
122830000003.940256 qam19
13291000000440256 qam20
142990000004.340256 qam21
15307000000440256 qam22
163150000003.940256 qam23
173230000003.740256 qam24
18363000000440256 qam25
19371000000440256 qam26
20379000000440256 qam27
213870000004.340256 qam28
223950000004.440256 qam29
234110000004.440256 qam31
244190000004.340256 qam32

 

Upstream bonded channels

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

1326000003.15512064 qam13
2394000123.15512064 qam12
3461999593.15512064 qam11
4537000213.2512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69834ncx



Primary Downstream Service Flow

SFID540
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID539
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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Anonymous
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Message 3 of 8
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Re: Virgin 350 - speed issues and dropouts since sign up

VM will need to confirm however your upstream power levels look a tad low:

Upstream bonded channels

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

1326000003.15512064 qam13
2394000123.15512064 qam12
3461999593.15512064 qam11
4537000213.2512064 qam10

 

The above values are reported a decimal out so are actually, roughly, 32 dBmV.

Could you create a BQM (Broadband Quality Monitor) here, and post the results tomorrow?

It should give us a better idea of your line quality.

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Bigmonty
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Message 4 of 8
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Re: Virgin 350 - speed issues and dropouts since sign up

As requested Broadband Quality Monitor.

I'm assuming all the red on it means it pretty bad? 😧 

 

 

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jbrennand
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Message 5 of 8
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Re: Virgin 350 - speed issues and dropouts since sign up

The red means it wasnt responding to pings It started responding 2 hours ago looking ok so far !

I am guessing that's when you set it up. Need 24h of data to really start interpreting the data

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Bigmonty
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Re: Virgin 350 - speed issues and dropouts since sign up

Had the full 24hrs running on the BQM can someone please have a look and let me know if there is anything I can do as we are still experiencing the slow downs and dropouts, although it hasn't been as bad as normal today.

Many thanks.

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jbrennand
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Re: Virgin 350 - speed issues and dropouts since sign up

Its odd. There is a lot of cr@p going on between 2-6am - some VM footling going on - or are you doing something at that time? Then a drop at 9am that looks like a reboot (perhaps?) then its not too bad. See how it shapes up until lunchtime tomorrow and then post up the Network logs & BQM link. to compare the two.

Are you Up power levels still very low ?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Bigmonty
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Message 8 of 8
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Re: Virgin 350 - speed issues and dropouts since sign up

Thanks for the reply.

Upstream power levels still about the same a before, so yes still low.

Upstream bonded channels

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

1326000633.15512064 qam13
2393999743.15512064 qam12
3462000343.15512064 qam11
4536999833.15512064 qam10

 

Not doing anything between 2am-6am so not sure what is going on there.  At 9am I did turn off and reseat the cable into the hub just incase I hadn't properly connected it during my manual install.

I'll repost again tomorrow after another 24hrs.

Much appreciated.

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