Virgin Media Community

[jon205]

Hi Folks,

Hope you are all well! Your lovely Twitter people sent me over here to make a thread after speaking to the fault team over the phone (who weren't so great).

We're currently paying for ~200Mbps download but are increasingly finding that during the day we either drop to <10Mbps or experience a complete outage until rebooting the Hub which usually solves the problem.

We're seeing this across both 2.4GHz and 5GHz devices wirelessly, as well as on Ethernet via both homeplugs and direct into the hub.

Have been through the standard diagnostics offered by VM, including moving closer to the router, checking connections, factory reset etc yet we're still back in the same boat and are having to rely more on our mobile data than the WiFi we pay for 😞

Would welcome any suggestions on what to try next? We have a complaint number now following the call this morning but realise it may take a while to hear back. I've just setup a BQM via Think Broadband so am hoping for good results from that.

Thanks in advance!

[tehwolf]

post the "sharing" link for your BQM back here.

Additionally, it's worth posting up your router stats - browse to your hub on http://192.168.0.1 - don't log in, click on "router status" and copy/paste the tables from the Upstream, Downstream and Network Log tabs back here - you'll need to do each table in its own post - it's too big to put them all in one..

[jon205]

Hey,

Here's the sharing link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35088ef513cde1d29d486be90f0e92e422...

So far haven't touched my firewall settings on the Hub 3 but would welcome any thoughts on if that's required for their test to work well.Tables to come in the next 3 posts!

[jon205]

Downstream bonded channels

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

1	331000000	3.7	40	256 qam	25
2	219000000	3.5	38	256 qam	11
3	227000000	3.2	38	256 qam	12
4	235000000	3	40	256 qam	13
5	243000000	3.4	40	256 qam	14
6	251000000	3.7	40	256 qam	15
7	259000000	3.7	40	256 qam	16
8	267000000	3.4	40	256 qam	17
9	275000000	3	40	256 qam	18
10	283000000	3	40	256 qam	19
11	291000000	3.4	40	256 qam	20
12	299000000	3.5	40	256 qam	21
13	307000000	3.5	40	256 qam	22
14	315000000	3.4	40	256 qam	23
15	323000000	3.5	40	256 qam	24
16	371000000	2	40	256 qam	26
17	379000000	2	40	256 qam	27
18	387000000	1.9	40	256 qam	28
19	395000000	2	40	256 qam	29
20	403000000	2.4	40	256 qam	30
21	411000000	2.7	40	256 qam	31
22	419000000	2.5	40	256 qam	32
23	427000000	2.4	40	256 qam	33
24	435000000	1.9	40	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	38.6	5	0
3	Locked	38.6	5	0
4	Locked	40.9	4	0
5	Locked	40.9	5	0
6	Locked	40.9	5	0
7	Locked	40.9	5	0
8	Locked	40.3	5	0
9	Locked	40.9	6	0
10	Locked	40.9	6	0
11	Locked	40.9	7	0
12	Locked	40.9	18	0
13	Locked	40.3	6	0
14	Locked	40.3	6	0
15	Locked	40.3	6	0
16	Locked	40.3	10	0
17	Locked	40.3	13	0
18	Locked	40.9	6	0
19	Locked	40.3	4	0
20	Locked	40.3	4	0
21	Locked	40.3	10	0
22	Locked	40.3	5	0
23	Locked	40.3	4	0
24	Locked	40.9	0	0

[jon205]

Upstream bonded channels

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

1	60300000	45.8	5120	64 qam	1
2	46200000	45.3	5120	64 qam	3
3	53700000	45.8	5120	64 qam	2
4	39400000	45	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[jon205]

And finally, the network log (featuring me forgetting my newly reset admin password... oops!)

Router was reset within the last hr per VM's advice over the phone so not a huge amount to see at the mo.

Network Log

Time Priority Description

03/02/2021 08:32:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:47	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:24:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:45:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:47:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:27:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:41:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:40:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 05:21:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:58:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 19:59:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 17:26:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 08:42:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

---

@jon205 wrote:

Hey,

Here's the sharing link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35088ef513cde1d29d486be90f0e92e422...

So far haven't touched my firewall settings on the Hub 3 but would welcome any thoughts on if that's required for their test to work well.Tables to come in the next 3 posts!

---

perfect. if the hub is blocking ICMP then it'll just show a red bar.. there hasn't been enough time yet to see though - it takes a while to populate and a full 24 hours to get a decent dataset. 

[jon205]

Unsure where my Network Log post vanished to but here it is again, featuring my failed login attempts after forgetting my admin password earlier. Not much to see, as another factory reset was done this morning on VM's request.

Network Log

Time Priority Description

03/02/2021 08:32:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:47	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:24:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:45:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:47:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:27:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:41:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:40:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 05:21:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:58:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 19:59:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 17:26:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 08:42:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

so *i* can't see anything obviously wrong with the logs.. but I'm no expert on that stuff.

need to give the BQM some time to populate now.. 

[Megan_L]

Hi jon205,

Thanks for using the forums to get this issue with your services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

Usually what we would ask you to do is just follow these links in order to try and resolve it before we have a look- 
Slow Speeds Help
Intermittent Connection
We may also ask you for a bit more information so we can understand your specific issue like have you checked your speed using our Speed test site here? Also we may need you to use a BMQ graph to gain more of an insight into your HUB's performance, this needs to stay active for 24 hours so we can see a good chunk of activity. We also may need to you reboot your HUB so that the data on the HUB's logs can reset, this helps the performance and also helps us identify any issues on our side. 

Please let me know what you find out after following these steps!

Thanks,

Megan_L