Forum Discussion

pxwell's avatar
pxwell
Joining in
21 days ago

Intermittent Broadband dropouts and latency

In the last couple of months I would say I keep getting dropouts and latency on my broadband. We have wired and wireless connections in the house and and the issue happens on both at the same. My son's gaming experience gets severely affected by in-game 'ping' times which always happens at a critical moment :-), but I have seen the same with the occasional game I play, and also internet browsing is slow or does not bring up pages. My Virgin router is in modem mode and I have my own router providing the wired and wireless connections. I have checked all the obvious such as loose connections. Is there anything else I can check before logging a fault?

 

Thanks
Pete

 

  • jbrennand's avatar
    jbrennand
    19 days ago

    Lets see the hub and connection details - can you do this...

    ______________________________

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    19 days ago

    Lets see the hub and connection details - can you do this...

    ______________________________

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    19 days ago

    Also note VM will not help if the Hub is not in Router mode.  Apparently they cannot run full tests when the Hub is in modem mode.

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    17 days ago

    Hi pxwell thanks for your post although we're sorry to hear of your concerns raised here. 

    We haven't been able to locate any faults on the line at present but as mentioned here, it's only limited checks we can run with the Hub in Modem Mode.
    If you can try to run this in Router Mode we can do our best to advise further.

    Many thanks

  • pxwell's avatar
    pxwell
    Joining in
    17 days ago

    Thanks you all for replying. My details from the router are posted below.

    Cable Modem Status
    Item Status Comments
    Acquired Downstream Channel (Hz)
    202750000
    Locked
    Ranged Upstream Channel (Hz)
    36600015
    Locked
    Provisioning State
    Online

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1 202750000 1.2 40 256 qam 9
    2 138750000 2.7 40 256 qam 1
    3 146750000 2.2 40 256 qam 2
    4 154750000 2 40 256 qam 3
    5 162750000 2 40 256 qam 4
    6 170750000 1.9 40 256 qam 5
    7 178750000 1.7 40 256 qam 6
    8 186750000 1.5 40 256 qam 7
    9 194750000 1.4 40 256 qam 8
    10 274750000 0.4 40 256 qam 18
    11 282750000 0 40 256 qam 19
    12 290750000 0.2 40 256 qam 20
    13 298750000 0.2 40 256 qam 21
    14 306750000 0 40 256 qam 22
    15 314750000 0.2 40 256 qam 23
    16 322750000 0 40 256 qam 24
    17 330750000 0.2 40 256 qam 25
    18 338750000 0.2 40 256 qam 26
    19 346750000 0.2 40 256 qam 27
    20 354750000 0 40 256 qam 28
    21 362750000 0 40 256 qam 29
    22 370750000 -0.2 40 256 qam 30
    23 378750000 -0.4 40 256 qam 31
    24 386750000 -0.9 40 256 qam 32


    Downstream bonded channels
    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1 Locked 40.9 7357 13799
    2 Locked 40.9 182 4552
    3 Locked 40.9 261 4700
    4 Locked 40.3 158 275
    5 Locked 40.9 244 5657
    6 Locked 40.9 260 298
    7 Locked 40.3 235 5561
    8 Locked 40.9 280 276
    9 Locked 40.3 620 4839
    10 Locked 40.9 2074 2018
    11 Locked 40.9 2259 2094
    12 Locked 40.9 2180 2068
    13 Locked 40.3 2107 2407
    14 Locked 40.9 2678 2202
    15 Locked 40.3 2912 3005
    16 Locked 40.3 3068 2361
    17 Locked 40.3 3037 2308
    18 Locked 40.3 2927 3027
    19 Locked 40.3 3180 2840
    20 Locked 40.9 3493 2504
    21 Locked 40.9 3507 2627
    22 Locked 40.3 4159 2505
    23 Locked 40.3 5954 9258
    24 Locked 40.3 12493 25591

     

    Upstream bonded channels
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    1 36600015 45.3 5120 64 qam 3
    2 23600097 44.8 5120 64 qam 5
    3 30100000 44.5 5120 64 qam 4
    4 43099965 45.3 5120 64 qam 2
    5 49600000 46.8 5120 64 qam 1


    Upstream bonded channels
    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1 ATDMA 0 0 8 0
    2 ATDMA 0 0 77 0
    3 ATDMA 0 0 7 0
    4 ATDMA 0 0 5 0
    5 ATDMA 0 0 5 0


    General Configuration
    Network access
    Allowed
    Maximum Number of CPEs
    1
    Baseline Privacy
    Enabled
    DOCSIS Mode
    Docsis30
    Config file
    cmreg-vmdg505-bbt057-b.cm


    Primary Downstream Service Flow
    SFID 7872
    Max Traffic Rate 143750047
    Max Traffic Burst 42600
    Min Traffic Rate 0


    Primary Upstream Service Flow
    SFID 7871
    Max Traffic Rate 22000047
    Max Traffic Burst 42600
    Min Traffic Rate 0
    Max Concatenated Burst 42600
    Scheduling Type BestEffort


    Network Log
    Time Priority Description
    05/01/2025 16:54:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/01/2025 20:05:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/01/2025 04:54:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    31/12/2024 04:34:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/12/2024 16:54:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/12/2024 13:45:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/12/2024 13:45:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/12/2024 13:45:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/12/2024 13:45:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/12/2024 04:54:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    24/12/2024 11:59:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/12/2024 04:54:28 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    16/12/2024 10:37:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    15/12/2024 16:54:28 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    13/12/2024 13:21:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    12/12/2024 04:54:28 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    10/12/2024 01:20:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    08/12/2024 16:54:28 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/12/2024 17:02:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    05/12/2024 04:54:27 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    Far too many T3’s and PostRS errors. This will need sorted by VM. 

  • pxwell's avatar
    pxwell
    Joining in
    16 days ago

    Here is some quality monitoring for one of the days. I don't leave it on all the time for security reasons.

    Best log a fault with VM then?

    Thanks
    Pete

     

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      16 days ago

      Stats look bad.  but... Can you start from a clean sheet and do this...

      _________________

      Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
      Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
      Also check the Upstream QAM’s are all at 64

      _____________________________

      To report the fault see this post...

      _______

      Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
      If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
      
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
      You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

      FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

      • pxwell's avatar
        pxwell
        Joining in
        15 days ago

        I have my broadband connected near the front of the house. At the front of the house there is a splitter which provides a connection to a room at the back of the house that previously provided a connection to another set top box. The box is not there anymore and the cable is just left not connected. Can that cause an issue? although it’s been like that many years.