Virgin Media Community

[dmchat]

Been having issues with gameplay and patch downloads for about a year.

Five months ago I got a new router and speeds were back to 350MBps, but after 4 weeks I am again only able to download at less than 2MBps from 6PM till 3AM.

This connection is via a Cat 8 ethernet cable and I am less than 2 metres from the router.

When I run a speed test during the day I get 360-390 MBps, if I run the same test after 6PM the best I get is 2.02 MBps.

After speaking to customer service many times they tracked my speeds and have issued an option for me to terminate my contract as the speeds are not as advertised. The trouble is the next best option for internet is Vodafone at 29MBps.

Can anyone assist on trying to find the problem as I have tried calling VM but the foreign call centre have been of no help what so ever - they also tell me to call when I am having the issues, but when I call I get a message saying the office is now closed.

Have tried my PC at a friends house and I have no problems, I have also tried 5 different ethernet cables.

I often get disconnects in games and I can not play any Call of Duty games in the evenings as I get kicked for a poor connection. I also get lag in Rainbow 6 siege. Guildwars 2 is unplayable due lag and connection issues.

[Adduxi]

You need to setup a BQM if you have been advised of over utilisation.  www.thinkbroadband.com/ping

This will be quite clearly shown on a BQM and if so, your choices are limited.  You can either leave or wait until it's fixed by VM.  There is nothing you can do to resolve this.

[dmchat]

Just looked at my Network log:

26/04/2022 21:41:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 13:43:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 13:43:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 13:43:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 13:43:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/04/2022 12:21:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 01:03:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 01:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 17:31:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 13:03:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2022 13:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

And another 60-70 of these similar to above.

1	331000000	-1.5	38	256 qam	25
2	203000000	-2.2	38	256 qam	9
3	211000000	-2.4	38	256 qam	10
4	219000000	-2.4	38	256 qam	11
5	227000000	-2.5	38	256 qam	12
6	235000000	-2.5	38	256 qam	13
7	243000000	-2.5	38	256 qam	14
8	251000000	-2.9	38	256 qam	15
9	259000000	-2.5	38	256 qam	16
10	267000000	-2.2	38	256 qam	17
11	275000000	-1.9	38	256 qam	18
12	283000000	-1.9	40	256 qam	19
13	291000000	-1.9	40	256 qam	20
14	299000000	-1.7	38	256 qam	21
15	307000000	-1.7	40	256 qam	22
16	315000000	-1.7	38	256 qam	23
17	323000000	-1.5	38	256 qam	24
18	339000000	-1.2	38	256 qam	26
19	347000000	-0.7	40	256 qam	27
20	355000000	-0.5	40	256 qam	28
21	363000000	-0.2	40	256 qam	29
22	371000000	0	40	256 qam	30
23	379000000	-0.2	40	256 qam	31
24	387000000	-1	40	256 qam	32

Also should these power levels be negative?

[jpeg1]

Those levels are all within spec. Post a link to a BQM as advised. 

[dmchat]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa9b7a02f722ab59948fa0dbe30a86da485216e7-28-04-2022

[jpeg1]

You're getting the same evening 'hump' that many/all of us are suffering at the moment. And who knows how long it will take for VM to fix that?

According to your BQM it was relatively clear after about 11pm, but you shouldn't have to wait that long to use your connection. 

[Steven_L]

Welcome back to the community @dmchat.

Having looked into this and can see that there is an issue with your power levels on our live system that would need to be looked into by a technician.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
 

[Steven_L]

Thanks for confirming your details via private message @dmchat.
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.
Regards,

Steven_L

[dmchat]

An engineer has visited - multiple errors mean I need a rewire.

Cables in our house are 30 plus years old and have degraded. We have connections that are no longer used and cant cope with the faster speeds

Also an ant nest in the pit near our house could have been causing issues.

The work carried out has resolved the issue for now, but should be problem free once the rewire is completed.