Forum Discussion

yumsoup's avatar
yumsoup
Tuning in
9 months ago

Intermittent internet for months now, impossible to get a hold of someone to help

For months now, even on ethernet, packet loss and latency skyrockets to unusable levels, its become more and more frequent. It has happened almost every day for the past week.

I've tried to go through VM contact many times, only to receive a generic message to reset the router and wait 24 hours. Due to the intermittent nature of the blackouts, they conclude there is no problem. During this period, they've even increased my contract price!

What on earth can I do to get this fixed?

Intermittent Internet
  • Client62's avatar
    Client62
    Alessandro Volta
    9 months ago

    Tests in games do not show there is an issue with your VM connection.

    The problem being your not just testing your VM connection, you have included hundreds or thousands on miles of network most of which does not belong to Virgin Media as well as game servers & your own network / PC / Console.

    VM provided the Realspeed tests to enable the service to the VM Hub to be checked in isolation.

    • yumsoup's avatar
      yumsoup
      Tuning in
      9 months ago

      Hi,

      Although I'd generally agree, further tests during these periods show it is my VM connection. Whenever I am cutting out in video calls or lagging in games, I run a test and it usually looks like this:

       

       

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    The BQM link isn't working without your login. Try again. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    That recording shows there had been some network switching at 3am, after which the trace is reasonable. Many users suffer those brief yellow spikes, often caused by something like a speed test that saturates the link for a few seconds.

    If you are lucky, that network switching has removed or greatly reduced the problem. 

    Since you haven't posted a live link we can't see if it's still the same today. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    The next step is to post the downstream, upstream and log data from your Hub. Copy and paste it as text, not screenshots. 

    • yumsoup's avatar
      yumsoup
      Tuning in
      8 months ago

      Hello, sorry for the late response. I have been in the hospital.

      Here are the logs, I hope these are the right ones.

       
       

      Network Log

      Time Priority Description
      16/05/2024 14:57:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      16/05/2024 14:51:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      15/05/2024 23:09:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      15/05/2024 08:19:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      14/05/2024 02:45:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      13/05/2024 14:17:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      13/05/2024 14:17:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/05/2024 14:17:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      12/05/2024 11:36:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/05/2024 09:16:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/05/2024 05:57:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      11/05/2024 01:11:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/05/2024 15:08:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/05/2024 14:51:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/05/2024 02:36:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/05/2024 02:17:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      10/05/2024 02:17:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      09/05/2024 17:02:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      08/05/2024 14:40:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      08/05/2024 14:40:43critical

      No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

       

      • David_Bn's avatar
        David_Bn
        Forum Team
        8 months ago

        Thanks for coming back to us yumsoup, and hope you're on the mend 👍

        I've been able to look into your router and have ran a flow.

        No issues, have been detected, however it may be worth doing either a reboot on the hub, or if possible a reset on the hub as the uptime is showing as 40 days.

        Thanks,

        David_Bn

  • ns006m's avatar
    ns006m
    Tuning in
    9 months ago

    There is an issue with the hub 5 wifi.

    I had the same problem, 3 engineer visits, all connections changed inside and out, a hub change and was still getting disconnects. I cured the problem by putting the router into modem only mode. Not had a disconnect since.