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slow internet wired and wifi

i have been a customer for a couple years now and have been plagued by the same problem with my internet/broadband then speeds i receive should be around 350mps i get 150 max wired 120 wireless the hub decides to stop wired connection when it feels like it wireless works most time but at reduced speeds complete blackout of internet altogether lasting any thing from 1 minute to 2-3 days this is after doing the test re running 7000 times as they don't understand that the issue is not resolved and just loops back round after every test. i have only got through to virgin once and theysent me a new hub to resolve the issue but alas i still have the same problem same speeds and drop outs and checking the status on the website tells me there's nothing wrong with it when my internet has gone again. if this was my payment to them it would be checked strait away ( i have never missed a payment by the way ) and i set up a system that had them looping round in circles trying to find the problem i would be cut off so my question to virgin media is why should i pay for something i am not receiving when i want it ?? please customer service reps / admin / customer support fell free to post your reply 

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Message 2 of 8
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Re: slow internet wired and wifi

Hello

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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Re: slow internet wired and wifi

it wont let me post that keeps telling me to correct highlighted area but there is non 

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Message 4 of 8
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Re: slow internet wired and wifi

Hello

Just click on post again and it will correct the error.

Regards Mike

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Re: slow internet wired and wifi

Downstream bonded channels

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

126675000011.540256 qam17
213875000012.540256 qam1
314675000012.840256 qam2
415475000012.440256 qam3
51627500001240256 qam4
61707500001240256 qam5
717875000011.940256 qam6
818675000011.840256 qam7
919475000011.640256 qam8
1020275000011.840256 qam9
1121075000011.940256 qam10
1221875000011.640256 qam11
1322675000011.540256 qam12
1423475000011.540256 qam13
1524275000011.640256 qam14
1625075000011.940256 qam15
1725875000011.640256 qam16
1827475000011.540256 qam18
1928275000011.940256 qam19
2029075000011.940256 qam20
2129875000011.940256 qam21
2230675000011.840256 qam22
233147500001240256 qam23
243227500001240256 qam24



Downstream bonded channels

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

1Locked40.3301116
2Locked40.39062034
3Locked40.96921578
4Locked40.38001733
5Locked40.38302077
6Locked40.38952355
7Locked40.39702258
8Locked40.99592246
9Locked40.39011928
10Locked40.38261508
11Locked40.3716976
12Locked40.3600694
13Locked40.3568490
14Locked40.3484321
15Locked40.3411221
16Locked40.938582
17Locked40.928882
18Locked40.3355242
19Locked40.9554305
20Locked40.3542486
21Locked40.3535437
22Locked40.3521486
23Locked40.3520557
24Locked40.3586626

Upstream bonded channels

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

13260000941.5512064 qam3
22580000040512064 qam4
33940003941.5512064 qam2
44620000041.5512064 qam1



Upstream bonded channels

 

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Re: slow internet wired and wifi

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0010
4ATDMA0040

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fd;kfoA,.iyewrkldJKDHSUBsgvca69



Primary Downstream Service Flow

SFID19759
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID19758
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

31/10/2020 07:09:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 07:06:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 07:04:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 20:48:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 03:37:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 03:37:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 19:44:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:24:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 20:07:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 00:45:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 00:34:50noticeSW download Successful - Via NMS
20/10/2020 00:30:8noticeSW Download INIT - Via NMS
18/10/2020 17:57:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 09:38:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 09:38:36ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 13:41:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:15:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:32:40notice 
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Message 7 of 8
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Re: slow internet wired and wifi

Hello

Many thanks for your stats and looking at these straight away I can see that your downstream power levels are out of specifications which also show up with large amount of Post RS Errors, there is a fault in the cable somewhere you are going to need an engineer to get those levels back within specs.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you after 8am

Regards Mike

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Re: slow internet wired and wifi

Hi there, 

 

Thank you for your post and welcome to the forums. 

 

I am sorry to see the issues you've been faced with here and I apologise for that. What I have done is book you a technician to come round and check this out for you. I have booked the earliest appointment available - if this is not convenient for you, it is possible to re-arrange this through your online account. 

 

I hope this helps. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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