16 consecutive T3 timeouts and high jitter

Question

Hello,
I had several issues on my service during January and February 2025. Also 2023 and 2024 was full of high jitter and drops. Those issues reduced in autumn of 2024 when VM engineer changed to SH5 at my request as SH4 and SH3 has the problematic Puma&nbsp; 05, 06 and O7 chipsets causing packet loss and vulnerabilities and Intel firmware never fully fixed those issues.
SH 4 had many times blue lights and I also had to restart it twice a lot of times as the first restart didn't do anything.&nbsp;
Nobody should have this kind of service and pay 47/month for 135 Mbit service which is delivered in this way. I use SH and SH5 now in modem mode as they barley can handle that task.
This is my log for January and February
Overall SH 5 runs much warmer in January and February 2025 compared to December 2024. VM Router sits on planks and not a carpet.
January 4 several drops morning and evening
January 8 bad service most of the day, several drops in the evening restarted the router
January &nbsp;10 &nbsp;white light on the VM router and pour quality &nbsp;with high Jitter meassured on London servers. The light should be green as is in Modem mode
January 18 and 19 on 19 had to restart Router Twice because even with green light after first restart was no internet on none of the Devices.
&nbsp;

January 21 high ping and high Jitter &nbsp;several drops on cabled devices and NOT WiFi
January &nbsp;28 &nbsp; drops of internet had to restart Router twice again, first restart didn't give internet despite having a GREEN F LIGHT
February 6 &nbsp;net drops and lags I'm sick of restarting again VM router it also had blue light for 5 sec, than green, than white, than green again.
February 10&nbsp;Before 22:00 Green and white light, net is working but bad. Jitter 8-17 ms on London Servers better on France but, still a&nbsp; high jitter on connections over ethernet cables.
22:15 NO net
Green light(net doesn't work) and than white light without restarting it, when restarting the router Blue light first.
February 13 slow service with hicups and dropsFebruary 14

17 of February Blue Light no net is not even weekend is just a&nbsp; Monday. Restarted twice the router. First restart didn't do s**t. Wasted 20 minutes.
22 February awfull service all day. High jitter &nbsp;nearly 20ms &nbsp;Called VM in the evening apparently I need an VM engineer, agreed for 25 February
After the call internet is excellent 1.4 ms jitter from nearly 20 ms. &nbsp;Is just shows again that the problem is not on my side but, Server Routing and Prioritization, oversubscribed area, overheating and overwhelmed exchange box &nbsp;etc.
&nbsp;
Engineer came on 25 of February and everything he could. Changed 3 cable ends, checked signals, changed router with a new&nbsp; SH5 to eliminate that cause as well. Engineer was great.
After a week I decided to upgrade to 250 Mbit as VM would have increased the price anyway in April and my contract was expired.
I didn't upgrade because VM can deliver CONSISTENT service on 250 Mbit as they couldn't do that on 135Mbit, just facts.
Now sloppy internet started again, SH5 getting wormer, 38-41 C on plastic cover in room temp of 21 C.
Here are the logs
3.0 Downstream channels
Channel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;SNR (dB) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID1 &nbsp; &nbsp;139000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;12 &nbsp; &nbsp;147000000 &nbsp; &nbsp;6.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;23 &nbsp; &nbsp;155000000 &nbsp; &nbsp;6.7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;34 &nbsp; &nbsp;163000000 &nbsp; &nbsp;6.7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;45 &nbsp; &nbsp;171000000 &nbsp; &nbsp;7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;56 &nbsp; &nbsp;179000000 &nbsp; &nbsp;7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;67 &nbsp; &nbsp;187000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;78 &nbsp; &nbsp;195000000 &nbsp; &nbsp;7.5 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;89 &nbsp; &nbsp;203000000 &nbsp; &nbsp;7.4 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;910 &nbsp; &nbsp;211000000 &nbsp; &nbsp;7.6 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1011 &nbsp; &nbsp;219000000 &nbsp; &nbsp;7.4 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1112 &nbsp; &nbsp;227000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1213 &nbsp; &nbsp;235000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1314 &nbsp; &nbsp;243000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1415 &nbsp; &nbsp;387000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3216 &nbsp; &nbsp;395000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3317 &nbsp; &nbsp;403000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3418 &nbsp; &nbsp;411000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3519 &nbsp; &nbsp;419000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3620 &nbsp; &nbsp;427000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3721 &nbsp; &nbsp;435000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3822 &nbsp; &nbsp;443000000 &nbsp; &nbsp;7.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3923 &nbsp; &nbsp;451000000 &nbsp; &nbsp;7.3 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4024 &nbsp; &nbsp;459000000 &nbsp; &nbsp;7.3 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4125 &nbsp; &nbsp;467000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4226 &nbsp; &nbsp;475000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4327 &nbsp; &nbsp;483000000 &nbsp; &nbsp;7.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4428 &nbsp; &nbsp;491000000 &nbsp; &nbsp;7.3 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4529 &nbsp; &nbsp;499000000 &nbsp; &nbsp;7.3 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4630 &nbsp; &nbsp;507000000 &nbsp; &nbsp;7.4 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;4731 &nbsp; &nbsp;515000000 &nbsp; &nbsp;7.4 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;483.0 Downstream channels
Channel &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER (dB) &nbsp; &nbsp;Pre RS Errors &nbsp; &nbsp;Post RS Errors1 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;12 &nbsp; &nbsp;02 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;7 &nbsp; &nbsp;03 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5 &nbsp; &nbsp;04 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;8 &nbsp; &nbsp;05 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1 &nbsp; &nbsp;06 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;07 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;8 &nbsp; &nbsp;08 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6 &nbsp; &nbsp;09 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4 &nbsp; &nbsp;010 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;3 &nbsp; &nbsp;011 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5 &nbsp; &nbsp;012 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6 &nbsp; &nbsp;013 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;014 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;2 &nbsp; &nbsp;015 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;19 &nbsp; &nbsp;016 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;18 &nbsp; &nbsp;017 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;17 &nbsp; &nbsp;018 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;20 &nbsp; &nbsp;019 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;31 &nbsp; &nbsp;020 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;33 &nbsp; &nbsp;021 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;26 &nbsp; &nbsp;022 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;45 &nbsp; &nbsp;023 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;46 &nbsp; &nbsp;024 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;50 &nbsp; &nbsp;025 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;56 &nbsp; &nbsp;026 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;72 &nbsp; &nbsp;027 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;53 &nbsp; &nbsp;028 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;58 &nbsp; &nbsp;029 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;69 &nbsp; &nbsp;030 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;84 &nbsp; &nbsp;031 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;83 &nbsp; &nbsp;03.1 Downstream channels
Channel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;Modulation (Active Profile) &nbsp; &nbsp;First Active Subcarrier (Hz)49 &nbsp; &nbsp;190 &nbsp; &nbsp;4K &nbsp; &nbsp;3736 &nbsp; &nbsp;QAM 4096 &nbsp; &nbsp;1483.1 Downstream channels
Channel ID &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER Data (dB) &nbsp; &nbsp;PLC Power (dBmV) &nbsp; &nbsp;Corrected errors (Active Profile) &nbsp; &nbsp;Uncorrectable errors (Active Profile)49 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4.7 &nbsp; &nbsp;2796235052 &nbsp; &nbsp;44
&nbsp;
.0 Upstream channels
Channel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;Symbol Rate (ksps) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID0 &nbsp; &nbsp;49600000 &nbsp; &nbsp;43.3 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;11 &nbsp; &nbsp;43100000 &nbsp; &nbsp;42.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;22 &nbsp; &nbsp;36600000 &nbsp; &nbsp;42.3 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;33 &nbsp; &nbsp;30100000 &nbsp; &nbsp;41.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;44 &nbsp; &nbsp;23600000 &nbsp; &nbsp;41.5 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;93.0 Upstream channels
Channel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;T1 Timeouts &nbsp; &nbsp;T2 Timeouts &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts0 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;01 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;02 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;03 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;04 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;03.1 Upstream channels
Channel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Modulation10 &nbsp; &nbsp;10.4 &nbsp; &nbsp;38.7 &nbsp; &nbsp;2K &nbsp; &nbsp;QAM 2563.1 Upstream channels
Channel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;First Active Subcarrier (Hz) &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts10 &nbsp; &nbsp;OFDMA &nbsp; &nbsp;208 &nbsp; &nbsp;74000000 &nbsp; &nbsp;0 &nbsp; &nbsp;0
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Time &nbsp; &nbsp;Priority &nbsp; &nbsp;Description07-03-2025 22:51:26 &nbsp; &nbsp;notice &nbsp; &nbsp;GUI Login Status - Login Success from LAN interface07-03-2025 22:46:23 &nbsp; &nbsp;notice &nbsp; &nbsp;GUI Login Status - Login Success from LAN interface07-03-2025 22:37:45 &nbsp; &nbsp;notice &nbsp; &nbsp;GUI Login Status - Login Success from LAN interface07-03-2025 22:25:10 &nbsp; &nbsp;error &nbsp; &nbsp;DHCP RENEW WARNING - Field invalid in response v4 option;CM-[REMOVED]
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[Mod - MAC address details removed for security]
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jbrennand · Answer

Can you set up a BQM so we can get a good picture on the state of your connection

_____________________________________-/

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

redhowler · Answer

"it will thus allow you to differentiate between those and simple wifi dropouts. "

The drop outs, lags and buffering I was referring to, are on the Ethernet Cable Connection only.

"Set up a free, secure and “offlsite” - “Broadband Quality Monitor” "

Secure is not a valid word in this contest.

ICPM is a known vulnerability. BMQ doesn't work without.

I had Virgin Media at 3 addresses on 5 different machines and in all cases was congestion issues, SH issues(puma chipsets) , with or without packet loss. But always jitter was high.

After last VM engineer visit my jitter was perfect 0.7-1.3 ms

Last weekend I struggled again with buffering and jitter raised to 4.5ms. Ethernet Cable Connection only

Like in all weekends my service works as like VM is working in the area. I compete with my VM neighbors over an oversubscribed and congested network.

Buffering on 1080 p or 1440P video on 250Mbit service!!!!!

How come only when VM engineers are around or after I talk with VM tech over the phone jitter normalize!??!?!?!?1!?!?!

A normal jitter over ethernet cable is under 1ms, not 4-5ms or 26ms.

The issue lies on VM side, I know VM too long unfortunately.

Talked to my neighbor who has 350mbit service with VM and he told me the following: I have issues too with VM net, only when I go to SpeedTestOkla everything is fine, for 1/2 hour. That is valid from like 5 years ago, nothing new.

Servers coded to reroute clients when they test their broadbands, yeah we are all fools VM.

Disgusting

Vikki_M · Answer

Hi redhowler,
Just to clarify for us please, is the hub currently being used in modem mode?
If so, for us to get accurate data, we'd require you to put the hub in router mode and remove any third party systems for at least 48 hours please.
We can then check everything on our side for you.
Are you happy to do so?
Please pop back to us when you can.&nbsp;

redhowler · Answer

Yes it is. SH run less warm in Modem Mode, always did also less need of restarting it.

SH 3 and SH 4 was very bad in handling very small requirements of Wi FI with a lot of drops or no service on Wi Fi at all.

I didn't buy my own Router for fun.

SH3 and SH4 in router mode was sizzling. For example SH4 just in Modem Mode had 44 C on the plastic upper grill, imagine the temps of SH4 CPU. Not worth mentioning how hot they run in Router Mode.

I will let you know when I can put SH5 in Router mode.

jbrennand · Answer

Let us see the BQM data.

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