Virgin Media Community

[jimjam707]

I know why this is happening (COVID), but my house's latency has been horrifically unstable since Easter time. Anything to add beyond the usual "we're aware of the situation and there's nothing we can do"?

[Zoie_P]

Hi jimjam707,

Welcome to forums and thanks for your first post.

Are you able to post a live BQM link?

Thanks,

Zoie

[Andruser]

 That BQM looks as though it may be a local over-utilisation issue, wouldn't you agree?  

[John_GS]

Hi jimjam707 - I am sorry for the broadband issues.

Having done a system check, there is a SNR issue (signal to noise ratio) affecting the service. The estimated fix date is today. 

Kind regards,

[jimjam707]

Cheers John, hopefully I can see the results of the fix soon.

@Zoie_P https://www.thinkbroadband.com/broadband/monitoring/quality/share/9fa33fa26a4577b1cadea148bb4fd6268d...

[John_GS]

If it's still the same tonight/tomorrow let me know and I'll investigate further. I'm in tomorrow from 8am. 

Kind regards,

[jimjam707]

Hey John, the latency situation hasn't really improved since Friday - very bad this evening in particular sadly

[Emily_G]

Thank you for letting us know, could you please access your network logs in your Hubs advanced settings and post these here for us to look at? Just ensure the MAC address and IP address are removed from these. You can find the information to log into this on the base of your Hub.

Thank you, Emily.

[jimjam707]

Here you go Emily, I hope the formatting didn't get too mangled but I've removed all MAC addresses (couldn't see any IPs)

Network Log
Time				Priority	Description
10/06/2020 14:53:3	notice		LAN login Success;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 17:00:55	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 12:17:15	notice		DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 12:17:15	Error		DHCP REBIND WARNING - Field invalid in response;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 15:18:25	Error		DHCP RENEW sent - No response for IPv4;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 13:44:40	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 10:22:53	notice		DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
05/06/2020 10:22:53	Error		DHCP REBIND WARNING - Field invalid in response;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 19:22:8	Error		DHCP RENEW sent - No response for IPv4;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 12:33:24	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 04:21:26	Error		DHCP RENEW sent - No response for IPv4;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
03/06/2020 14:13:31	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 22:21:54	notice		LAN login Success;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 09:32:8	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:16:21	notice		DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 14:16:21	Error		DHCP REBIND WARNING - Field invalid in response;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 04:25:39	Error		DHCP RENEW sent - No response for IPv4;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 23:58:40	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 18:35:1	Error		DHCP RENEW sent - No response for IPv4;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 11:50:49	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1;CMTS-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;

[Emily_G]

Thank you for providing that information Jimjam707 we can see some possible latency issues. 

I'm going to pop you over a private message now with some security questions and we will then pass this to the faults team to look into further for you.

Thank you, Emily.