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Connection Isn't Consistent - Wired


Over the past few weeks, my connection seems to be getting worse and worse, between about 11am-3pm and 7pm-3am, it seems absolutely impossible to keep a stable connection. We have the Vivid 100 package, and sure the connection is fast enough, but that's only when it can keep us online. The main issue is a wired PC that I'm using, I'm not entirely sure if the wifi disconnections are as consistent as it is for me, but I do know they happen. I've used multiple programs to monitor how many times I lose connection, and it seems to be between 1-4 times every hour. It only loses connection for about 5-40 seconds at most before connecting again, although sometimes it gets stuck in a little loop connecting/disconnecting 5-10 times before coming back on.

This makes it hard to play competitive games, since a lot of them aren't very forgiving with people rejoining. I've been told that we were having maintenance done a few days ago in the area, and honestly, since then, the disconnections have been worse and more noticeable - however, they've been happening consistently since we joined VM.

We've contacted customer service many times, the first time we contacted them they said they couldn't find any faults with our internet, the second time they sent out an engineer and changed our SuperHub 2 to a 3, which changed nothing. Then any time we've phoned since then, the problem has nothing to do with them, saying we have too many devices connected to the wi-fi and that must be what's wrong, when most of the devices barely even use the internet.

The network log doesn't seem to say anything when it happens, but there is a bunch of stuff there:

Network LogDate And Time Error Number Event Description

2018-03-15 18:37:43.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:37:43.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:37:59.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:39:12.0068000100DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:39:24.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:39:44.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:39:44.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:39:58.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:44:08.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:46:00.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:46:08.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:47:24.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:47:58.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:49:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:49:54.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:59:05.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:59:10.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 18:59:32.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-15 19:03:30.0073040300TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-03-17 15:52:58.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

11630000008.940.3256 qam4
23230000008.640.3256 qam24
33150000008.840.3256 qam23
43070000008.340.3256 qam22
52990000008.640.3256 qam21
62910000008.438.9256 qam20
72830000008.540.3256 qam19
82750000008.140.3256 qam18
9267000000840.3256 qam17
10259000000840.3256 qam16
11251000000840.3256 qam15
122430000007.840.3256 qam14
132350000007.940.3256 qam13
142270000008.140.9256 qam12
152190000008.140.3256 qam11
162110000008.340.3256 qam10
172030000008.340.3256 qam9
181950000008.540.9256 qam8
191870000008.540.3256 qam7
201790000008.640.9256 qam6
211710000008.640.9256 qam5
221550000008.540.9256 qam3
231470000008.540.9256 qam2
241390000008.440.9256 qam1

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

1153700000ATDMA3964 qam64000005120
1025800000ATDMA3964 qam64000005120
932600000ATDMA3964 qam64000005120
839400000ATDMA3964 qam64000005120
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Message 2 of 4
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Re: Connection Isn't Consistent - Wired

Hi @Dicarus
Thanks for posting your stats, one of the more knowledgeable forum members will be along in due course to take a gander and let you know about your power levels etc... - the VM Forum staff are helpful however will take around a week before they come back to you, thats with nobody bumping the thread as they work oldest to newest. However it sounds as though you are suffering a combination of issues;

1. Likely over subscription in your area, is a common theme with Virgin only need to look through the first pages on these forums to understand that (although no doubt a Virgin Apologiser will come along and tell me I'm wrong, they usually do even though they're wrong and VM ARE over subbed pretty much everywhere and the forums prove that fact).
2. If they didn't take your SuperHub2 away for the love of god plug it back in call them up and ask them to reactivate! The Hub3 uses the dreaded Intel Puma 6 Chipset, affects some more than others, and there are ways to mitigate the issues it causes but as a customer it isn't something you should have to waste time or money to resolve. It effectively several times a second has to do some kind of house keeping on the cpu that causes it to stop everything else, including responding to data being sent/recieved meaning you will get packet loss and increased pings etc... Virgin Media knew about the issue when they were trialling the Hub3 and it was reported on the mega thread (on this forum can't miss it 300+ pages) that they were informed, however as is standard for VM they ignored the feedback and plowed ahead and have for over 2 years knowingly pushed out flawed equipment in the hope that their customer base won't notice the affects, however if you game you'll experience it, but it seems the level at which you notice it varies from gamer to gamer, I notice it very badly, but I'm not affected as bad as some on here (I don't know if thats because I use the business service)
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Message 3 of 4
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Re: Connection Isn't Consistent - Wired

I'm sure they didn't leave us the superhub2, I think the took it. I've also been getting disconnected literally every minute over the past hour, and it seems that the disconnections happen for roughly 15-20 seconds each time.

21/03/2018 00:45:39 Log Start
Failure Start              Length
21/03/2018 00:46:28 0:00:13
21/03/2018 00:47:30 0:00:14
21/03/2018 00:48:32 0:00:17
21/03/2018 00:49:37 0:00:16
21/03/2018 00:50:48 0:00:15
21/03/2018 00:51:46 0:00:16
21/03/2018 00:53:08 0:00:17
21/03/2018 00:54:03 0:00:17
21/03/2018 00:55:30 0:00:18
21/03/2018 00:56:26 0:00:17
21/03/2018 00:57:37 0:00:13
21/03/2018 00:58:33 0:00:16
21/03/2018 00:59:53 0:00:16
21/03/2018 01:01:12 0:00:13
21/03/2018 01:02:08 0:00:22
21/03/2018 01:05:08 0:00:17
21/03/2018 01:13:42 0:00:18
21/03/2018 01:14:38 0:00:17
21/03/2018 01:17:33 0:00:17
21/03/2018 01:18:29 0:00:17
21/03/2018 01:20:24 0:00:17
21/03/2018 01:21:21 0:00:17
21/03/2018 01:22:32 0:00:17
21/03/2018 01:23:36 0:00:17
21/03/2018 01:24:34 0:00:17
21/03/2018 01:25:42 0:00:17
21/03/2018 01:26:38 0:00:17
21/03/2018 01:27:54 0:00:17
21/03/2018 01:29:21 0:00:18

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Message 4 of 4
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Re: Connection Isn't Consistent - Wired

Hi there Dicarus,


I'm sorry to hear about this.


I've located your details and I can see some timeouts developed via your equipment levels that relate to this.


I've sent you a private message so that we can arrange for an engineer to investigate this further.


Speak to you soon,



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