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HighwindX
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Bad gaming and internet performance over several weeks now.

Since mid november, the internet in my household has been deteoriated and I don't know how to proceed next as VM has been unhelpful in resolving this.

I am currently on a hub 4 with M100 internet, but the issues started about a week before VM called me to say that the hub 3 we are on is being replaced with a hub 4 for free.

We had an engineer visit two weeks ago and said that our line needed to be replaced, and that it would happen within 7 days of his visit. In that time since his visit, the phone line went down and the house will need that line re-wired, which is due to take place in the new year.

When playing, I get frequent latency issues and sometimes the internet on the browser takes a while to load a page.

I have been running a BQM since the issues started and the results are below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/14130a428e708eefca1d4a63d40ea368c3...

I will now follow with what the Hub 4 is telling me via the network status.

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HighwindX
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Re: Bad gaming and internet performance over several weeks now.

3.0 Downstream channels (the power levels have been higher before).

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

122270000006.69999738.605377QAM25612
102110000006.59999838.983261QAM25610
112190000006.80000338.983261QAM25611
132350000006.69999738.983261QAM25613
142430000006.69999738.605377QAM25614
152510000006.59999838.605377QAM25615
162590000006.40000238.983261QAM25616
172670000006.50000038.983261QAM25617
182750000006.50000038.983261QAM25618
192830000006.09999838.983261QAM25619
202910000005.59999838.605377QAM25620
212990000004.69999737.636276QAM25621
223070000004.09999838.605377QAM25622
233150000003.59999838.605377QAM25623
243230000003.79999938.983261QAM25624
253310000004.69999738.983261QAM25625
263390000005.00000038.605377QAM25626
273470000005.40000238.605377QAM25627
283550000006.09999838.983261QAM25628
293630000006.09999838.983261QAM25629
303710000005.90000238.983261QAM25630
313790000005.59999838.983261QAM25631
323870000005.19999738.605377QAM25632
333950000004.59999838.605377QAM25633
344030000004.69999738.983261QAM25634
354110000004.80000338.983261QAM25635
364190000005.09999838.605377QAM25636
384270000005.19999740.366287QAM25638
394350000005.19999740.366287QAM25639
404430000005.09999837.355988QAM25640
414510000004.90000238.983261QAM25641



3.0 Downstream channels

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

12Locked0241
10Locked3524873810
11Locked30529946360
13Locked3861032200
14Locked37502861140
15Locked3255406020
16Locked408002220
17Locked425502030
18Locked426853070
19Locked373071900
20Locked341587700
21Locked407056400
22Locked402483700
23Locked212719155900
24Locked1478006500
25Locked1685452900
26Locked1780798310
27Locked1506717600
28Locked1535055000
29Locked1833900230
30Locked1757775610
31Locked228468474110
32Locked1502148520
33Locked1658647320
34Locked1716437720
35Locked1739795620
36Locked1610516700
38Locked1893086530
39Locked1845404310
40Locked1897704350
41Locked30488568200



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
37964K1880QAM256759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
37Locked 2.0988670

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HighwindX
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Message 3 of 11
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Re: Bad gaming and internet performance over several weeks now.

3.0 Upstream channels

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

14620000044.2705995120 KSym/sec64QAM7
26030000045.0205995120 KSym/sec32QAM5
33940000044.2705995120 KSym/sec64QAM8
45370000044.5205995120 KSym/sec8QAM6



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Network Log

Time Priority Description

Mon 21/12/2020 03:02:335Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 03:02:416CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 03:20:515Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 03:20:596CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 04:06:015Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 04:06:186CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 07:34:125Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 07:34:186CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:13:145Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:13:376CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:14:525Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:14:596CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:44:185Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 08:44:236CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 09:52:335Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 09:52:346CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 10:22:495Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 10:23:016CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 10:50:275Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 10:50:386CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 11:18:155Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 11:18:226CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 11:32:585Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 11:32:586CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:20:205Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:20:246CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:45:585Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:45:596CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:54:125Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:54:136CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:29:085Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:29:096CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:36:245Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:36:566CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:53:005Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:53:046CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:31:365Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:31:386CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:44:193SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:44:225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:45:116CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 16:37:155MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 16:37:496CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 22/12/2020 02:35:145Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Andrew-G
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Message 4 of 11
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Re: Bad gaming and internet performance over several weeks now.

I've flagged that for a staff response - your upstream is in tatters, with modulation dropping as low as 8 QAM, which is near enough Morse code for our purposes.  Unless this is a known area fault you'll need a technician visit.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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HighwindX
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Message 5 of 11
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Re: Bad gaming and internet performance over several weeks now.

Thank you very much. I really appreciate it. 🙂

Hopefully we can get to the bottom of this as it has really impacted me working from home also.

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Corey_C
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Message 6 of 11
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Re: Bad gaming and internet performance over several weeks now.

Thanks for your post and for reaching out to the Community Forums, HighwindX,

 

Sorry to hear that you have been having connection issues, I've run some remote diagnostics on your connection and it's showing an appointment already booked for a re-pull.

 

Cheers,

Corey C

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HighwindX
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Message 7 of 11
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Re: Bad gaming and internet performance over several weeks now.

Thank you for your response.

If I remember correctly, the re-pull was booked as my telephone line stopped working and was using old cables. I am not really familiar with how it works, but does the internet use the same cabling?

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Corey_C
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Message 8 of 11
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Re: Bad gaming and internet performance over several weeks now.

Yes, it stems from the same connection.

HighwindX
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Message 9 of 11
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Re: Bad gaming and internet performance over several weeks now.

Thank you Corey. 😀 The engineer that was last here didn't make it clear as he was there just for the phone which stopped working.

Hopefully it will all get sorted when they arrive in the next week.

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Corey_C
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Message 10 of 11
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Re: Bad gaming and internet performance over several weeks now.

No worries, do let us know how it goes. 

 

Cheers,

Corey C

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