Virgin Media Community

[beasteh]

Thanks for any assistance. The issue has been on-going for months, frequent disconnects, lag and poor network performance when gaming. I am unsure if this is a power issue, packet loss or a SH3 bug.

I have a SH3, in modem mode, connected to a Netgear nighthawk router.

PC is wired, BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/feb50bd495cd5b807b6c730d1f4d63bd30...

The only thing I think it could be is a power issue? Please could someone review the below stats, would be very grateful.

Thank you

[beasteh]

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.116.608
Cable MAC address	: **:**:**:**:**:**
Cable modem serial number	: AAAP70057545
System up time	: 0 days 3h:45m:40s
Network access	: Allowed

Item	Status	Comments
Acquired Downstream Channel (Hz)	299000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	299000000	-0.4	38	256 qam	21
2	323000000	0	38	256 qam	24
3	315000000	0	38	256 qam	23
4	307000000	-0.2	38	256 qam	22
5	291000000	-0.7	38	256 qam	20
6	283000000	-1	38	256 qam	19
7	275000000	-1.4	38	256 qam	18
8	267000000	-1.7	38	256 qam	17
9	259000000	-2	38	256 qam	16
10	251000000	-2	38	256 qam	15
11	243000000	-1.7	38	256 qam	14
12	235000000	-1.5	38	256 qam	13
13	227000000	-1.2	38	256 qam	12
14	219000000	-1	38	256 qam	11
15	211000000	-0.9	38	256 qam	10
16	203000000	-0.7	38	256 qam	9
17	195000000	-0.5	38	256 qam	8
18	187000000	-0.2	38	256 qam	7
19	179000000	0	38	256 qam	6
20	171000000	-0.2	38	256 qam	5
21	163000000	-0.2	38	256 qam	4
22	155000000	-0.2	38	256 qam	3
23	147000000	0	38	256 qam	2
24	139000000	0.2	38	256 qam	1

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	11	13
2	Locked	38.6	4	13
3	Locked	38.6	12	38
4	Locked	38.9	14	14
5	Locked	38.9	14	18
6	Locked	38.9	19	13
7	Locked	38.6	28	12
8	Locked	38.9	35	13
9	Locked	38.6	31	13
10	Locked	38.9	38	13
11	Locked	38.9	38	13
12	Locked	38.9	41	13
13	Locked	38.9	51	15
14	Locked	38.9	47	33
15	Locked	38.9	50	14
16	Locked	38.6	51	40
17	Locked	38.9	64	40
18	Locked	38.9	58	53
19	Locked	38.6	78	42
20	Locked	38.9	70	117
21	Locked	38.9	82	53
22	Locked	38.9	74	56
23	Locked	38.6	72	51
24	Locked	38.9	7348	80

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	39.8	5120	64 qam	2
2	25800000	38.3	5120	64 qam	4
3	32600000	38.3	5120	64 qam	3
4	46200000	39.8	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	xv9873254k;fg87dsfd;

Primary Downstream Service Flow

SFID	284
Max Traffic Rate	345000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	283
Max Traffic Rate	22010000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[beasteh]

Time	Priority	Description
2019-01-04 13:02:31.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 13:27:50.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 13:28:23.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 13:53:07.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 13:53:07.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 14:46:46.00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 14:46:49.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 14:53:42.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 15:00:01.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 15:48:37.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 15:49:43.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 16:48:53.00	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 23:21:07.00	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-04 23:21:07.00	notice	DHCP Renew - lease parameters tftp file-Vec1d7393ac210ed6.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-05 21:06:14.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-06 09:50:05.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-06 10:03:41.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-06 10:24:19.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-06 10:24:19.00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-01-06 20:59:32.00	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[beasteh]

Anyone able to assist me? Thanks

[John_G]

Hi Beasteh,

I've just checked your connection and can see no issues from here. There was an issue last week with the same symptoms you've described that was fixed over the weekend. How have things been this week so far? Any improvement?

[beasteh]

Hi, John, thanks for replying.

Unfortunately not, since creating this thread I have replace every network component, router, NIC, all cables, etc. This is 1000% an issue with the line, please see the new BQM and the attached screenshots.

This very much feels like an upstream issue (power?), please note, when gaming I am on a VOIP app called discord. When lagging I can hear everyone talking but they cannot hear me... shortly after I will disconnect from game + voip... this suggests to me an upload issue.

I have tested from different devices in the house (wired and non-wired) and the issue is not device specific.

Ping to my router & google:

New BQM, obvious issues:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a31619315ca598f6602b9f816409a1a7ae...

PLEASE assist, this is utterly depressing now.

Thank you very much.

[beasteh]

Constant disconnects from games, lag is terrible. Confirmed to be a transient network issue. Virgin engineer arrived, said modem stats were fine and that he couldn't assist with technical issues because "he was not IT".

Clearly this is either a utilisation issue or a dodgy VM router. PLEASE CAN SOMEONE TECHNICAL / NETWORKS ASSIST. This has been going on for months now.