Problems with latency

[Blitax]

Hello, I've been having broadband problems for like 3 weeks already and it's getting to a point where I don't even know what to do anymore. Tried the service status on the virgin media website (it says we can't see any issues affecting your zone, but if I go into broadband and test hub it says "looks like there are issues in your postcode affecting your services " ). Called the automatic faults number and it seems there is a "complex issue" but this has been going on for weeks already and nothing is getting better. 

Biggest issue at the moment with my broadband it's gaming. It's actually unplayable most of the times since my ping is spiking from 10ms to 200-250 every 5 seconds. I sound like a robot on discord most of the time. I'm connected to the Hub3 with an ethernet cable (internet was perfectly fine like a month ago).

If someone can get back to me, is there an actual fault where I'm at? and is there a scheduled fix?. ( I know I'll have to give some information to someone). Otherwise I am going to need someone to check what is going on.

I'm going to post here the router status ( as i've seen in other posts ) to see if someone can give a hand. Already tried factory reset and the errors keep piling on day after day. 

Downstream bonded channels 

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

1	330750000	4.9	38	256 qam	25
2	234750000	6.5	38	256 qam	13
3	242750000	5.9	37	256 qam	14
4	250750000	5.6	37	256 qam	15
5	258750000	6.5	38	256 qam	16
6	266750000	6.3	37	256 qam	17
7	274750000	6.3	38	256 qam	18
8	282750000	5.5	38	256 qam	19
9	290750000	5.6	38	256 qam	20
10	298750000	5.8	37	256 qam	21
11	306750000	5.6	38	256 qam	22
12	314750000	5	37	256 qam	23
13	322750000	4.3	37	256 qam	24
14	338750000	5.3	37	256 qam	26
15	346750000	6.1	37	256 qam	27
16	354750000	6.6	38	256 qam	28
17	362750000	6.8	38	256 qam	29
18	370750000	6.8	38	256 qam	30
19	378750000	6.4	37	256 qam	31
20	386750000	6.3	38	256 qam	32
21	394750000	6	37	256 qam	33
22	402750000	5.8	37	256 qam	34
23	410750000	5.5	37	256 qam	35
24	418750000	4.1	37	256 qam	36

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

1	Locked	38.6	965	253
2	Locked	38.6	11540	879
3	Locked	37.6	4838	1246
4	Locked	37.3	3668	698
5	Locked	38.6	2854	311
6	Locked	37.6	4683	223
7	Locked	38.6	4721	311
8	Locked	38.6	1817	237
9	Locked	38.6	1087	178
10	Locked	37.6	1179	23
11	Locked	38.6	968	226
12	Locked	37.6	1100	191
13	Locked	37.6	1362	350
14	Locked	37.6	1072	377
15	Locked	37.6	505	197
16	Locked	38.6	440	193
17	Locked	38.6	327	20
18	Locked	38.6	361	241
19	Locked	37.6	406	14527
20	Locked	38.6	1375	17798
21	Locked	37.6	239	155
22	Locked	37.6	326	163
23	Locked	37.6	1235	9499
24	Locked	37.3	420	37

[Blitax]

Upstream bonded channels 

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

1	36600000	35.3	5120	64 qam	3
2	23600000	35.5	5120	64 qam	5
3	30100000	35.5	5120	64 qam	4
4	43100000	38.3	5120	64 qam	2
5	49600051	41.3	5120	64 qam	1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	13	43
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	1	0

[Blitax]

Network log

Time Priority Description

17/07/2023 17:24:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 15:13:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 15:01:10	critical	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=3.0;
17/07/2023 14:58:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 14:58:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 14:45:31	critical	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=3.0;
17/07/2023 14:43:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 14:43:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 06:59:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 23:20:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 15:29:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 13:50:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 12:31:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 11:48:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 02:21:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 02:12:50	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 02:12:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 20:33:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 19:25:20	critical	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=3.0;
15/07/2023 19:22:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Far too many T3 timeouts and PostRS errors.  Looks like either a local fault or noise on the circuit. 

Setup a BQM to monitor and record the line status.   www.thinkbroadband.com/ping

If you wait here a couple of days a VM Mod will pick this up and discuss.

[Ilyas_Y]

Hi :Blitax, thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the poor experience you are having with the broadband connection.
It sounds like you are experiencing an SNR issue, a signal to noise ratio fault.

SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system).
  
The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates he amount of work required and the time frame for resolution.

Kind regards,
Ilyas.

[Client62]

Monitor the progress to fix the local SNR issues via : 0800 561 0061 it is an automated service.

[Blitax]

Got a response from virgin media about a complaint I made. It said they are working on it (intermittent issues) and a fix is estimated to be done by 19/07/2023 at 11:00 GMT. Still the same as last three weeks. Called  0800 561 0061 , intermittent issues (no more information, no scheduled fix or anything).

BQM graphs of the last 3 days. 
17-07-2023 
18-07-2023 
19-07-2023 

[Robert_P]

What is advised when you call the number 0800 561 0061 for our automated service status line?

Rob

[Omadawn]

For what it’s worth, the figures you have posted and, more importantly the log entries sound more like a poor connection somewhere between you and the street cabinet, rather than a systemic SNR issue. Unfortunately if VM’s systems have determined that there is an issue in your area, then they won’t do anything else until that is fixed - your hub could be on fire but they won’t acknowledge it or replace it until the ‘local issue’ is fixed.

[Blitax]

I don't recall anything being advised, just sorry that you are experiecing intermittent issues and its being fixed etc... 

The thing is I would expect this to be fixed by now whatever it is. I don't think it's normal to sit for a literal month with broadband being this terrible. You literally can't play competitive online games because ping is spiking from 15-250ms every 2 seconds.

I raised a complaint a few days ago and they told me "Our outage communicator detected a known outage affecting your area for which you might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you, estimated to be done by 19/07/2023 at 11:00 GMT."

No one fixed anything on the 19th I can tell you that much. This has happened in the past but not to this extent, they would send someone and fix it (I think both times had to do with outside cables). Luckily my contract it's ending soon so we'll see.