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dmcniven
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Inconsistent Speeds/Connection and Packet Loss

 Hi there,

Long story short, I've signed up recently for VM 200 Vivid due to it offering the best speeds over any other broadband provider in the internet. But, like most others on this forum, I'm struggling to even open Google or Facebook most of the time. Even trying to open the VM Service Status page seems pretty erratic at best, and it's not at peak times - it can be around midday, or early mornings - there seems to be no better time than any other.

When pinging google.co.uk, I'm generally getting about a 5% packet loss, though this can increase up to around 15%. Trying to run speedtest.net can give me readings between 3.5mb and 120mb. Occcasionally the connection to speedtest will drop mid-test and I can see the graph stall, presumably due to packet loss, before picking back up again.

So, please help me. I'm paying £55p/m for a service that barely lets me browse the most popular of websites, nevermind any kind of streaming or downloading. Even my phone gives me more consistent speeds and connections.

For the purposes of the below, I've connected my laptop to the new VM box via 1gb ethernet cable. I'm usually connected via WiFi, and the experience is the same. I have been in touch with the VM Helpline previously, who suggested that I reboot my box. This worked for about 4 minutes after the call ended.

I'm in area reference 24 - postcode SG2.

DOWNSTREAM

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

1 299000000 2.4 40.3 256 qam 9
2 323000000 2.2 40.3 256 qam 12
3 315000000 1.9 38.9 256 qam 11
4 307000000 2.5 40.3 256 qam 10
5 291000000 2.5 40.3 256 qam 8
6 283000000 2.2 40.3 256 qam 7
7 275000000 2 40.3 256 qam 6
8 267000000 1.2 38.9 256 qam 5
9 259000000 0.5 38.6 256 qam 4
10 251000000 -0.4 38.9 256 qam 3
11 243000000 -0.5 38.9 256 qam 2
12 235000000 -1.2 38.9 256 qam 1

 

UPSTREAM

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

33 46200000 ATDMA 37.5 16 qam 6400000 5120
34 39400000 ATDMA 37.5 16 qam 6400000

5120

 

 

CONFIG

 
Operational Configuration General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V0dea97109ea7aa00.cm
Primary Downstream Service Flow
SFID 48233
Max Traffic Rate 230000000
Primary Upstream Service Flow
SFID 2303
Max Traffic Rate 12700000

 

NETWORK LOG

Network Log Date And Time Error Number Event Description
2016-11-07 23:16:23.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 10:25:38.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 10:28:24.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 10:45:00.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 11:05:09.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 17:26:32.00 69010200 SW Download INIT - Via Config file
2016-11-08 17:37:08.00 69011200 SW download Successful - Via Config file
2016-11-11 16:43:14.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-12 04:37:33.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-12 07:15:23.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-12 12:06:10.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-14 13:53:30.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-21 00:13:59.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-22 04:57:19.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-24 11:08:35.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-04 07:06:54.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-05 19:44:53.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-10 08:14:26.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-11 14:31:30.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 07:13:22.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

TRACERTS

Tracing route to www.google.co.uk [62.252.60.109]
over a maximum of 30 hops:

1 6 ms 1 ms 1 ms 192.168.0.1
2 27 ms 30 ms 12 ms cpc2-stev7-2-0-gw.9-2.cable.virginm.net [82.1.180.1]
3 16 ms 18 ms 17 ms lutn-core-2a-ae5-1635.network.virginmedia.net [213.107.46.217]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 21 ms 18 ms 15 ms popl-icdn-1-ae0-0.network.virginmedia.net [62.254.84.158]
8 16 ms 13 ms 18 ms cpc3-stme1-3-0-cust109.cdif.cable.ntl.com [62.252.60.109]

Trace complete.

Tracing route to star-mini.c10r.facebook.com [157.240.1.35]
over a maximum of 30 hops:

1 6 ms 14 ms 1 ms 192.168.0.1
2 15 ms 18 ms 15 ms cpc2-stev7-2-0-gw.9-2.cable.virginm.net [82.1.180.1]
3 11 ms 13 ms 15 ms lutn-core-2a-ae5-583.network.virginmedia.net [62.252.67.229]
4 11 ms 14 ms 13 ms lutn-core-2b-ae1-0.network.virginmedia.net [62.252.64.154]
5 * * * Request timed out.
6 45 ms * 21 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
7 16 ms 17 ms * tcl3-ic-3-ae0-0.network.virginmedia.net [62.255.64.238]
8 16 ms 17 ms 17 ms m413-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.157]
9 18 ms 18 ms 18 ms po111.asw02.lhr2.tfbnw.net [157.240.33.118]
10 17 ms * 17 ms po221.psw04.lhr6.tfbnw.net [157.240.40.191]
11 18 ms 25 ms 20 ms 173.252.67.171
12 18 ms 18 ms 18 ms edge-star-mini-shv-01-lht6.facebook.com [157.240.1.35]

Trace complete.

Tracing route to my.virginmedia.com [80.0.163.41]
over a maximum of 30 hops:

1 3 ms 1 ms 4 ms 192.168.0.1
2 17 ms 13 ms 13 ms cpc2-stev7-2-0-gw.9-2.cable.virginm.net [82.1.180.1]
3 12 ms * 11 ms lutn-core-2a-ae5-1635.network.virginmedia.net [213.107.46.217]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 19 ms 22 ms 22 ms manc-bb-1d-ae0-0.network.virginmedia.net [62.254.42.118]
9 25 ms 27 ms 20 ms know-dclcore-1b-port-channel30.network.virginmedia.net [62.254.85.22]
10 21 ms 23 ms 20 ms my.virginmedia.com [80.0.163.41]

Trace complete.

 

Many thanks,

Dave

 

[MOD EDIT: Subject heading changed to assist community]

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dmcniven
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Re: Inconsistent Speeds/Connection & Packet Loss

Updating with TBB ping monitors.

 

My Broadband Ping - Virgin Media
My Broadband Ping - Virgin Media
My Broadband Ping - Virgin Media
My Broadband Ping - Virgin Media
My Broadband Ping - Virgin Media

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Forum Team
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Re: Inconsistent Speeds/Connection & Packet Loss

Hello Dave

 

I am sorry you are having broadband problems we will do our best to help. To be honest it all looks good from here, line and hub stats good, area traffic low and no SNR or errors. The traceroutes you posted look okay. Are you still having a problem. At the moment all your devices seem to be wireless, have you tried a wired connection at all?

 

Thank you 

Nicola

Virgin Media Forum Team
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