Virgin Media Community

[ChristianB]

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:

Downstream bonded channels

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

Downstream bonded channels

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

[Adduxi]

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.

[ChristianB]

Can finally post the Upstream and Network Logs information.

Upstreams Status:

Upstream bonded channels

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

Upstream bonded channels

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:

Network Log

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;

[Akua_A]

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,

[Akua_A]

No problem at all @ChristianB.

Please let us know how the appointment goes and if you need any further help.

Thanks,