1gig, hub 5, unusable for online gaming, packet loss and latency issues

[JuicyGoomba]

Hello,

I've been with Virgin for almost 4 years now, as they are unfortunately the only provider nearby that does high speed broadband.

I say unfortunately, because I have nothing but issues both with dropouts and online gameplay since joining Virgin. The Hub 3 and Hub 4 were both awful even in modem mode and contributed their fair share towards the issues. I've recently managed to get upgraded to the Hub 5, but aside from the dropouts being fixed, the issues with latency and packet loss continue.

Online gaming is virtually impossible now. Even when the latency is good, I get constant packet loss varying from 1%-5%. 1% is noticeable, especially on competitive games, and 5% is just a waste of time. I setup a BQM a couple of days ago along with the Hub 5, the connection seemed relatively stable for the first day outside of a single large latency spike, but the packet loss could still be seen. As the days have gone by, the packet loss has only increased in number and frequency, as has the latency issues.

My current network setup is as barebones as can be. I previously had the Hub 4 in modem mode, connected to a Nest Wifi router as it was noticeably more reliable for everything. I've since been trialing the Hub 5 as the only router, and all I have connected to it is 2x phones via wifi, 1x Fire Stick by ethernet, and 2x PCs by ethernet. In fairness to the Hub 5, it is actually capable of functioning as a decent router, and is comparable to the Nest Wifi in performance (likely helped by no longer using the god awful Intel Puma chip in the Hub 3/4).

I figured only having the Virgin router and a barebones setup would at least help with finding the issues here. The packet loss is just as bad as with the Hub 3/4, as is the latency spikes. As I said before, the only improvement so far is that I don't have dropouts as far as I can see. The Hub 4 in modem mode still required an almost daily power cycle to maintain some degree of stability.

I have shared the BQM below. I'm currently debating switching to BT's slow copper FTTC for the sake of making online gameplay usable. I play a lot of competitive shooters, and it is literally killing me. Even online coop games were unplayable with the Hub 4 due to the dropouts. My neighbour is 3 doors down connected to the same line, and he has all of the same issues.

I've tried all the usual fault reporting processes via the My Virgin area, but the whole process is as useless as it is frustrating.

I have also attached my logs from the router below as well, if that helps.

Spoiler

Upstream:

Upstream bonded channels

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

0	49600000	43	5120	QAM 64	1
1	43100000	42	5120	QAM 64	2
2	36600000	41.5	5120	QAM 64	3
3	30100000	41	5120	QAM 64	4
4	23600000	41	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Spoiler

Downstream:

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

1	330000000	3	42	QAM 256	25
2	138000000	6.9	43	QAM 256	1
3	146000000	6.7	43	QAM 256	2
4	154000000	6.4	43	QAM 256	3
5	162000000	5.8	43	QAM 256	4
6	170000000	5.6	43	QAM 256	5
7	178000000	5.5	43	QAM 256	6
8	186000000	5.5	43	QAM 256	7
9	194000000	5.6	43	QAM 256	8
10	202000000	5.3	43	QAM 256	9
11	210000000	5.2	43	QAM 256	10
12	218000000	4.3	42	QAM 256	11
13	226000000	3.2	42	QAM 256	12
14	234000000	3	42	QAM 256	13
15	242000000	2.8	42	QAM 256	14
16	250000000	2.7	42	QAM 256	15
17	258000000	2.7	42	QAM 256	16
18	266000000	2.6	42	QAM 256	17
19	274000000	2.6	42	QAM 256	18
20	282000000	2.6	42	QAM 256	19
21	290000000	2.7	42	QAM 256	20
22	298000000	2.7	42	QAM 256	21
23	306000000	2.7	42	QAM 256	22
24	314000000	2.8	42	QAM 256	23
25	322000000	2.9	42	QAM 256	24
26	338000000	3.2	43	QAM 256	26
27	346000000	3.1	43	QAM 256	27
28	354000000	2.7	42	QAM 256	28
29	362000000	2.4	42	QAM 256	29
30	370000000	2.1	42	QAM 256	30
31	378000000	1.9	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	12705	0
2	Locked	43	1522	0
3	Locked	43	1947	0
4	Locked	43	1912	0
5	Locked	43	2770	0
6	Locked	43	6614	124
7	Locked	43	3360	0
8	Locked	43	3149	0
9	Locked	43	3123	0
10	Locked	43	2718	0
11	Locked	43	3617	0
12	Locked	42	3370	0
13	Locked	42	3967	0
14	Locked	42	4525	0
15	Locked	42	5927	0
16	Locked	42	6581	0
17	Locked	42	7539	0
18	Locked	42	7913	0
19	Locked	42	7187	0
20	Locked	42	8266	0
21	Locked	42	10488	0
22	Locked	42	13910	0
23	Locked	42	13019	0
24	Locked	42	11273	0
25	Locked	42	12152	0
26	Locked	43	15691	0
27	Locked	43	14751	0
28	Locked	42	18280	0
29	Locked	42	20581	0
30	Locked	42	25315	0
31	Locked	42	33029	0

Spoiler

Router network log for today:

Time Priority Description

13-03-2023 16:12:36	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 16:12:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:26	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:26	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:23	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:49:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:49:29	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:42:13	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:42:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:11:43	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:11:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:08:58	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:08:58	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:43:13	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:43:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:12:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:12:45	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 11:12:55	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 11:12:55	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 10:16:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 10:16:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 09:14:06	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 09:14:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 08:26:01	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 08:26:01	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:24:52	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:24:52	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:14:45	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:14:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 05:08:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[JuicyGoomba]

Thank you for this, I'll mention it if/when an engineer turns up.

The engineer that was booked today between 12pm and 4pm arrived at 11:30am, didn't knock on the door or ring the bell, didn't call me, then stuck a note through the door saying that he tried to do all of those things, and that he was booked in for 8am-12pm.

This incurred a £25 charge all because the engineer fancied an early finish instead of doing his job properly.

Had to go through multiple different lines to try and get the charge removed, and now there's another engineer booked in for Tuesday, which I now need to re-arrange because no one will be home.

Absolute joke of a company, can't wait for my basic BT line to be activated so I can be done with this mess.

[JuicyGoomba]

Oh and I can't even re-arrange it using the link that Virgin provide, as it says I have no appointments booked. According to my account, I didn't even have an appointment booked in for today.

Embarrassing.

[JJG92]

Go to your Router user interface by going to 192.168.0.1 or 192.168.100.1 if your in modem mode below the login icon should say check router status click that and coppy and past eatch tab here some one from the commuinty will be able to see it and possibly help by saying wether something is wrong ie power levels, SNR and sutch on.

[Molly_T]

Hi🤞 Juicy Goomba 👋 welcome back to community! Thank you for posting. 

Sorry to hear about these issues with packet loss and latency on your connection that are affecting online gaming. Glad to hear we were able to get an appointment booked for you to hopefully rectify these issues! It seems as though the re-scheduled appointment has not yet been completed, and you have also been in touch with the team who helped raise a complaint with you, and are supporting with this case. 

Please do keep us updated following the appointment so we can offer further support if needed - hopefully this resolves the issues! The complaint team will continue to offer support with this side of things too, including discussing any disputed charges for the technicians appointment. 

🤞 Hopefully the appointment sorts the issues out this time and it's all resolved but please do let us know if not! Thank you for your patience in the meantime. 

Wishing you all the best. 🌞

[brummyuk]

Same issue. Been having issues for years but now it's got to the point of an actual joke. I literally cannot play online games because of the amount of lag and packet loss. I get disconnected almost constantly, peoples voices will cut out randomly and I see people lagging across the screen. I just recently got a new Hub 5 and it did nothing to fix my issues. Virgin is a joke. I'm calling them in the morning and cancelling my contract. I refuse to deal with this anymore. Nothing they say will fix these issues. I'd rather take a huge speed loss than deal with this anymore.

[JuicyGoomba]

Engineer said he couldn't do anything, same as the last engineer.

Advised us to try a Cat 7 cable as it's better than Cat5e, I'm still not sure whether to laugh or cry at the suggestion that a Cat 7 cable will somehow fix the issues that occur before they even hit my wired network in the house.

The engineer also claimed to have Cat 9 in his own home as it's better. Not sure whether he was joking or not, if he was being serious then I'm not exactly surprised at how bad the network runs. For those with limited or no knowledge of networking, Cat 9 doesn't exist.

He also wanted our WiFi password to run tests, which is strange. Either way I wasn't home and I'm apparently the only one who knows it.

Here's a lovely graph of the last 24 hours:

If anyone is reading this and considering using Virgin media, I'd say unless you're extremely deperate to the point where normal FTTC broadband or even a 5G router is not an option then steer well clear.

[JuicyGoomba]

Sadly the log wont go back beyond 10am this morning, but I'd expect it to be equally as hilarious:

04-04-2023 11:03:14	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:14	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:10	notice	REGISTRATION COMPLETE - Waiting for Operational status
04-04-2023 11:03:04	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:04	warning	Dynamic Range Window violation
04-04-2023 11:03:04	warning	Dynamic Range Window violation
04-04-2023 11:03:04	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:04	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:04	warning	Dynamic Range Window violation
04-04-2023 11:03:04	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:04	warning	Dynamic Range Window violation
04-04-2023 11:03:04	warning	Dynamic Range Window violation
04-04-2023 11:03:04	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:03:04	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:02:59	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:02:48	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:02:46	notice	Honoring MDD; IP provisioning mode = IPv4
04-04-2023 11:02:04	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 11:02:02	notice	Honoring MDD; IP provisioning mode = IPv4
04-04-2023 10:13:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:13:45	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=3.1;
04-04-2023 10:13:25	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=3.1;
04-04-2023 10:13:25	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:13:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:13:22	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=3.1;
04-04-2023 10:12:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:12:45	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=3.1;
04-04-2023 10:12:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:12:25	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=3.1;
04-04-2023 10:12:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-04-2023 10:12:05	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=3.1;
04-04-2023 10:11:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[JuicyGoomba]

Downstream bonded channels

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

1	362000000	1.8	42	QAM 256	29
2	178000000	5.2	43	QAM 256	6
3	186000000	5.2	43	QAM 256	7
4	194000000	5.2	43	QAM 256	8
5	202000000	4.9	43	QAM 256	9
6	210000000	4.9	43	QAM 256	10
7	218000000	3.9	43	QAM 256	11
8	226000000	2.9	42	QAM 256	12
9	234000000	2.5	42	QAM 256	13
10	242000000	2.2	42	QAM 256	14
11	250000000	2.3	42	QAM 256	15
12	258000000	2.4	42	QAM 256	16
13	266000000	2.4	42	QAM 256	17
14	274000000	2.4	42	QAM 256	18
15	282000000	2.3	42	QAM 256	19
16	290000000	2.3	42	QAM 256	20
17	298000000	2.2	42	QAM 256	21
18	306000000	2.3	42	QAM 256	22
19	314000000	2.3	42	QAM 256	23
20	322000000	2.5	42	QAM 256	24
21	330000000	2.6	43	QAM 256	25
22	338000000	2.8	42	QAM 256	26
23	346000000	2.6	43	QAM 256	27
24	354000000	2.1	42	QAM 256	28
25	370000000	1.6	42	QAM 256	30
26	378000000	1.5	42	QAM 256	31
27	386000000	1.3	42	QAM 256	32
28	394000000	1.3	42	QAM 256	33
29	402000000	1.2	42	QAM 256	34
30	410000000	1.2	42	QAM 256	35
31	418000000	1	42	QAM 256	36

Downstream bonded channels

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

1	Locked	42	32946	0
2	Locked	43	3985	0
3	Locked	43	11515	4616
4	Locked	43	12813	4145
5	Locked	43	6974	0
6	Locked	43	12706	2904
7	Locked	43	11786	3350
8	Locked	42	11279	3021
9	Locked	42	12121	3440
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[Ashleigh_C]

Hi there @JuicyGoomba 

Thank you for popping back to us and I am so sorry to hear that issues have continued. 

Have you been able to try a higher Ethernet cable as per the engineers advise? 

I have checked diagnostics on our side and I cannot see any issues that could be causing this. 

[JuicyGoomba]

Cat 6 and cat 7. 

As per the previous post, it is useless advice. The higher grading of cable is mostly used by commercial settings. This is simply a case of the engineer thinking "muh higher number Betta than Ur low number". 

The BQM charts are direct to the router. Meaning everything that goes from Virgins network all the way through the coaxial to the hub 5. There is nothing else, no Ethernet cables, no WiFi, nothing. 

I know it's not your fault, but the systems do not work, and you are therefore being paid to tell porkies in the hopes of retaining customers. The uneducated engineers do not help matters, but I can only assume that when they visit people who do not have any knowledge of such matters that they will go out and buy a cat 7 cable, and by god when the placebo effect kicks in all is well again. 

Not that I should have to post anymore evidence, as this entire community forum shows how bad the entire virgin network is, but with a direct connection to the hub 5 with a short 1m cable the issues still persist. Last night it was 3-5% packet loss consistently when trying to play online. 

I'd have happily taken a £30/month deal to stay with Virgin and use the 1gbps line for game downloads, and use the savings on the new BT line that's installed in a couple of weeks. But alas, the customer service rep was very rude, did not listen, and just wanted rid of me. Kind of the same way I feel about Virgins "service". 

Coincidentally after the national embarrassment Virgin suffered with their outage recently, Openreach emailed the day after to say more areas are now on the build plans. Almost like they wanted to take advantage or something. 

At least the first engineer that visited actually had training. He was very honest that virgins network simply is not good enough for gaming or reliable connections. DOCSIS needs to die, and Virgin will provide an expensive poor service for years to come until it is replaced by full fibre. 

The second engineer was an embarrassment.