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What is happening to Virgin Media?

N1KE
Joining in

I pay for a 1GB connection, and for the last two weeks, i've got between 20Mbps and 100Mbps. My upload speed is even worse with just 1.08Mbps. I have a postcode of TS8 if you can please provide me with a legitimate update. The customer care team just says that all is running well and they will monitor it for 30 days before releasing me from my contract. I said I want a solution, not you will monitor it and then let me go. 

N1KE_0-1681745674993.png

If I knew there was a known issue and some sort of date, I can update my family and life goes on, but with what we are currently being told, your almost willing me to leave. 

I have everything hard-wired in, and this is not a local issue.

 

1 ACCEPTED SOLUTION

Accepted Solutions

If nothing reported;

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

See where this Helpful Answer was posted

5 REPLIES 5

Client62
Hero

Those are very poor figures, that may be wider problem than your connection.

Check the 0800 561 0061 automated faults service known issues.

If nothing reported;

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Hey Lotharmat

 

Thanks for offering support. Information as requested.

Cable Modem Status

Item Status Comments

Cable Modem Status 

Online

DOCSIS 3.1

Primary downstream channel 

Locked

SC-QAM

Channel Overview Downstream Upstream

DOCSIS 3.0 channels 

31

5

DOCSIS 3.1 channels 

1

1

3.0 Downstream channels

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

38 531000000 -4.900002 38.605377 QAM256 38

8 195000000 -0.700001 38.605377 QAM256 8

9 203000000 -0.900002 38.983261 QAM256 9

10 211000000 -1.099998 38.983261 QAM256 10

11 219000000 -1.299999 38.983261 QAM256 11

12 227000000 -1.599998 38.983261 QAM256 12

13 235000000 -1.599998 38.605377 QAM256 13

14 243000000 -2.000000 38.983261 QAM256 14

15 251000000 -2.299999 38.983261 QAM256 15

16 259000000 -2.599998 38.605377 QAM256 16

17 267000000 -2.599998 38.983261 QAM256 17

18 275000000 -2.599998 38.605377 QAM256 18

19 283000000 -2.900002 38.605377 QAM256 19

20 291000000 -3.099998 38.983261 QAM256 20

21 299000000 -2.900002 38.605377 QAM256 21

22 307000000 -2.900002 38.605377 QAM256 22

23 315000000 -3.000000 38.605377 QAM256 23

24 323000000 -3.200001 38.605377 QAM256 24

25 331000000 -3.500000 37.636276 QAM256 25

26 339000000 -3.500000 38.605377 QAM256 26

27 347000000 -3.400002 38.605377 QAM256 27

28 355000000 -3.299999 38.605377 QAM256 28

29 363000000 -3.099998 38.605377 QAM256 29

30 371000000 -3.299999 38.605377 QAM256 30

31 379000000 -3.500000 37.636276 QAM256 31

32 387000000 -3.599998 38.605377 QAM256 32

33 395000000 -3.799999 38.605377 QAM256 33

34 403000000 -4.200001 38.605377 QAM256 34

35 411000000 -4.200001 37.636276 QAM256 35

36 419000000 -4.400002 37.636276 QAM256 36

37 523000000 -4.799999 37.636276 QAM256 37

 

 

3.0 Downstream channels

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

38 Locked 38.605377 0 0

8 Locked 38.605377 0 0

9 Locked 38.983261 0 0

10 Locked 38.983261 0 0

11 Locked 38.983261 0 0

12 Locked 38.983261 0 0

13 Locked 38.605377 0 0

14 Locked 38.983261 0 0

15 Locked 38.983261 0 0

16 Locked 38.605377 0 0

17 Locked 38.983261 0 0

18 Locked 38.605377 0 0

19 Locked 38.605377 0 0

20 Locked 38.983261 0 0

21 Locked 38.605377 0 0

22 Locked 38.605377 0 0

23 Locked 38.605377 0 0

24 Locked 38.605377 0 0

25 Locked 37.636276 0 0

26 Locked 38.605377 0 0

27 Locked 38.605377 0 0

28 Locked 38.605377 0 0

29 Locked 38.605377 0 0

30 Locked 38.605377 0 0

31 Locked 37.636276 0 0

32 Locked 38.605377 0 0

33 Locked 38.605377 0 0

34 Locked 38.605377 0 0

35 Locked 37.636276 0 0

36 Locked 37.636276 0 0

37 Locked 37.636276 0 0

 

 

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

39 96 4K 1840 QAM4096 424

 

 

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (

Active Profile) Uncorrectables (Active Profile)

39 Locked 39 -4.5 22318758 0

3.0 Upstream channels

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

1 23600000 40.770599 5120 KSym/sec 64QAM 5

2 49600000 42.520599 5120 KSym/sec 64QAM 1

3 30100000 41.020599 5120 KSym/sec 64QAM 4

4 36600000 41.520599 5120 KSym/sec 64QAM 3

5 43100000 41.770599 5120 KSym/sec 64QAM 2

 

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 US_TYPE_ATDMA 0 0 0 0

2 US_TYPE_ATDMA 0 0 0 0

3 US_TYPE_ATDMA 0 0 0 0

4 US_TYPE_ATDMA 0 0 0 0

5 US_TYPE_ATDMA 0 0 0 0

 

 

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6 10.4 38.8 2K QAM128

 

 

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6 OFDMA 208 53.4 0 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm


Primary Downstream Service Flow
SFID
34954
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
34953
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

Network Log

Time Priority Description

Mon Apr

17 6 Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu Jan

3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu Jan

3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 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=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 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=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon Apr

17 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun Apr

16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun Apr

16 3 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=3.1;

Sun Apr

16 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

lotharmat
Community elder
There';s not a great deal standing out to me with those! - They look fine.

Someone more knowledgeable / VM staff will be along shortly with more insight than I can offer.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Hi @N1KE thanks for posting and welcome to our community.

Sorry to hear you're having considerably slower than advertised speeds and for any inconvenience this may be causing your household. I would love to take a closer look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards

Lee_R