30-04-2022 21:48 - edited 30-04-2022 21:50
Hello, so I have been having this issue ever since we moved over to Virgin Media (Hub 3) two and a half weeks ago. Whenever I am playing games, every 5 - 10 minutes or so I experience a random spike in packet loss, ping & latency, so it pretty much makes it unplayable for me to play multiplayer games.
We have tried restarting the Hub 3, and also hitting the RESET pin at the back, but nothing unfortunately changed, we've double checked and ensured that all the wires at the back are not loose and fully connected. We've checked on the Virgin Media broadband support website to look for any issues surrounding my area and no issues are found. Also, tried to run a broadband scan which is supposedly to find and fix any issues with the broadband, but nothing could be found except for poor signal strength with a few devices that we don't really use around the house.
Live BQM Graph:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/47f009afdf71bedb85fb2b9f3bb75f820b089162
Downstream Router Status:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 291000000 | 7.3 | 40 | 256 qam | 20 |
2 | 139000000 | 8.5 | 40 | 256 qam | 1 |
3 | 147000000 | 8.4 | 40 | 256 qam | 2 |
4 | 155000000 | 8 | 40 | 256 qam | 3 |
5 | 163000000 | 7.9 | 43 | 256 qam | 4 |
6 | 171000000 | 8 | 40 | 256 qam | 5 |
7 | 179000000 | 8 | 40 | 256 qam | 6 |
8 | 187000000 | 8 | 40 | 256 qam | 7 |
9 | 195000000 | 8 | 43 | 256 qam | 8 |
10 | 203000000 | 8 | 40 | 256 qam | 9 |
11 | 211000000 | 7.6 | 40 | 256 qam | 10 |
12 | 219000000 | 7.6 | 43 | 256 qam | 11 |
13 | 227000000 | 7.5 | 40 | 256 qam | 12 |
14 | 235000000 | 7.5 | 40 | 256 qam | 13 |
15 | 243000000 | 7.4 | 40 | 256 qam | 14 |
16 | 251000000 | 7.4 | 40 | 256 qam | 15 |
17 | 259000000 | 7.3 | 40 | 256 qam | 16 |
18 | 267000000 | 7.5 | 40 | 256 qam | 17 |
19 | 275000000 | 7.3 | 43 | 256 qam | 18 |
20 | 283000000 | 7.3 | 43 | 256 qam | 19 |
21 | 299000000 | 7.3 | 40 | 256 qam | 21 |
22 | 307000000 | 7 | 43 | 256 qam | 22 |
23 | 315000000 | 7.4 | 40 | 256 qam | 23 |
24 | 323000000 | 7.5 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 1167 | 3376 |
2 | Locked | 40.9 | 82 | 4362 |
3 | Locked | 40.9 | 92 | 4493 |
4 | Locked | 40.9 | 179 | 4301 |
5 | Locked | 43.3 | 213 | 4357 |
6 | Locked | 40.9 | 229 | 4502 |
7 | Locked | 40.3 | 217 | 1523 |
8 | Locked | 40.9 | 207 | 1899 |
9 | Locked | 43.3 | 227 | 1750 |
10 | Locked | 40.9 | 191 | 1794 |
11 | Locked | 40.9 | 727 | 3359 |
12 | Locked | 43.3 | 692 | 3457 |
13 | Locked | 40.9 | 809 | 3267 |
14 | Locked | 40.9 | 803 | 3185 |
15 | Locked | 40.9 | 839 | 3341 |
16 | Locked | 40.9 | 902 | 3333 |
17 | Locked | 40.9 | 932 | 3399 |
18 | Locked | 40.9 | 1015 | 3370 |
19 | Locked | 43.3 | 1094 | 3295 |
20 | Locked | 43.3 | 1016 | 3403 |
21 | Locked | 40.3 | 1280 | 3222 |
22 | Locked | 43.3 | 1321 | 3268 |
23 | Locked | 40.9 | 1339 | 3263 |
24 | Locked | 40.9 | 1527 | 2452 |
I will need to send the Upstream and Network Log in seperate messages, because apparently the character limit is being reached
on 02-05-2022 10:49
Far too many PostRS errors on the DS. This is indicative of noise on the line and will need a VM technician to resolve. Check all the connections from the Hub to the outside omnibox are "finger" tight. That's about all you can do whilst waiting for a technician.
If you wait here a day or two a VM Mod will pick this up.
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on 02-05-2022 11:05
Can finally post the Upstream and Network Logs information.
Upstreams Status:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 46.3 | 5120 | 64 qam | 6 |
2 | 32600000 | 46.3 | 5120 | 64 qam | 5 |
3 | 39400000 | 47.8 | 5120 | 64 qam | 4 |
4 | 46200000 | 47.8 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
Network Logs:
Time Priority Description
29/04/2022 03:43:18 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
29/04/2022 03:43:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 20:14:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:54 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:53 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:52 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:52 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:52 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:43 | Warning! | Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:38 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:38 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 11:04:37 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 22:14:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 03:00:47 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 03:00:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
24/04/2022 14:11:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
on 02-05-2022 12:12
Hi ChristianB,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you have been having issues with our service while gaming. We can understand this is not ideal and we want to best help. I have been able to access your service on our system and I have identified an issue with your downstream power levels. In this case, I have sent you a private message. Please lookout for the purple envelope and provide a response when you can.
Thanks,
on 06-06-2022 18:08
No problem at all @ChristianB.
Please let us know how the appointment goes and if you need any further help.
Thanks,