Virgin Media Community

[DavidW15]

Over the last few days, there have been regular spikes in lag, spiking from about 26ms to 260ms and higher. This is making gaming impossible. Also, the download speed has started varying from as low as 30mbs up to 80mbs (usually about 100mbs). The setup hasn’t changed and using ethernet instead of wifi doesn’t help. The VM status page and broadband test don’t show any problems.

Is VM employing some sort of service throttling or is there a problem with the network? Should I expect this during the current situation?

[Andruser · Accepted solution]

There's no intentional throttling on VM, and no reason to expect performance to be worse due to the China-plague.  Search and read similar posts on the forum, they'll explain how to post your hub stats and setup a BQM, and with more info we can try and help resolve the issues you have.

[DavidW15]

Thanks Andruser. I have a Superhub (1) in modem mode connected to an Asus RT-AC68U router. This setup has worked fine for years. I am currently running a BQM and will post when ready. I have copied the hub stats below:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	467000000 Hz	Locked
Ranged Upstream Channel (Hz)	60300000 Hz	Success
Provisioning State	OK	Operational

Downstream
	DS-1	DS-2	DS-3	DS-4	DS-5	DS-6	DS-7	DS-8
Frequency (Hz)	467000000 Hz	411000000 Hz	419000000 Hz	427000000 Hz	435000000 Hz	443000000 Hz	451000000 Hz	459000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	8	1	2	3	4	5	6	7
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	5.2 dBmV	5.7 dBmV	5.5 dBmV	5.9 dBmV	5.4 dBmV	5.7 dBmV	6.1 dBmV	5.4 dBmV
RxMER (dB)	41.5 dB	41.9 dB	41.9 dB	41.9 dB	41.4 dB	41.9 dB	42.0 dB	41.9 dB

Upstream
	US-1	US-2	US-3	US-4
Channel Type	2.0	2.0	2.0	2.0
Channel ID	9	10	11	12
Frequency (Hz)	60300000 Hz	53700000 Hz	46200000 Hz	39400000 Hz
Ranging Status	Success	Success	Success	Success
Modulation	QAM64	QAM64	QAM64	QAM64
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	64	64	64	64
Power Level (dBmV)	39.0 dBmV	38.8 dBmV	39.3 dBmV	40.3 dBmV
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	0	0
T4 Timeouts	0	0	0	0

Upstream Burst
	Req (1)	Init Maint (3)	Per Maint (4)	Adv Short (9)	Adv Long (10)	Adv UGS (11)
Modulation Type	16QAM	QPSK	16QAM	64QAM	64QAM	16QAM
Differential Encoding	Off	Off	Off	Off	Off	Off
Preamble Length	36	384	384	64	64	64
Preamble Value Offset	396	6	6	396	396	396
FEC Error Correction (T)	0	5	5	7	14	5
FEC Codeword Information Bytes (K)	16	34	34	88	220	86
Maximum Burst Size	0	0	0	3	0	55
Guard Time Size	22	48	48	22	22	22
Last Codeword Length	Fixed	Fixed	Fixed	Short	Short	Short
Scrambler On/Off	On	On	On	On	On	On

General Configuration
Network Access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	EU DOCSIS 3.0
Config File

Primary Downstream Service Flow
SFID	16279
Max Traffic Rate	117000047 bps
Max Traffic Burst	42600 bytes
Min Traffic Rate	0 bps

Primary Upstream Service Flow
SFID	16284
Max Traffic Rate	10500047 bps
Max Traffic Burst	16320 bytes
Min Traffic Rate	0 bps
Max Concatenated Burst	16320 bps
Scheduling Type	BestEffort

Network Log
First Time	Last Time	Priority	Error Number	Description
04/05/2020 16:08:13	04/05/2020 16:08:13	Critical (3)	2436694078	TOD established
02/05/2020 15:11:33	02/05/2020 15:11:33	Critical (3)	82000400	Received 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;
02/05/2020 15:11:23	02/05/2020 15:11:23	Warning (5)	2436694062	Unicast DSID PSN startup error
02/05/2020 15:10:57	02/05/2020 15:10:57	Warning (5)	2436694061	Dynamic Range Window violation

[DavidW15]

Hi. Here is the link to the BQM.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e70934893cda1054a98d831361277e10efc53751-05-06-2020]My Broadband Ping[/url]

[Lisa_CC]

Welcome to our Community Forum DavidW15 and sorry to hear about your gaming lag and speed issue.

Thanks for the details and BQM link and I've taken a nosey at your network details to see what may be the issue. There is currently a high utilisation fault in your area with an estimated fix time of 17/06. Please wait until this outage has been cleared and see if it improves as we can check your details again.

Thanks,

Lisa

[DavidW15]

Thank you Lisa for providing information about the current capacity fault in my area. Maybe it would be helpful if the VM Service Status provided this information, instead of showing "no known issues"? I do hope that the fault is resolved soon as the lag is currently far worse than shown in the BQM I shared.

[DavidW15]

Hi VM Forum Team,

The response from Lisa_CC 2 weeks ago said that there was a high utilisation fault in my area with a fix date of 17 June. As of today (21 June) the reported lag has got worse instead of better. The BQM shows high lag apart from in the middle of the night. Why hasn’t the fault been fixed?

Thanks

[DavidW15]

I spoke to VM today, as the lag issue has not been resolved. The estimated fix date for the "high utilisation fault" in my area is now September, not 17 June as previously advised. Very disappointing. 

[lorc123]

Sorry to hear yours still isn't working, mine is the same. I personally have had this problem for 3 months and tried everything to fix it. Nothing has worked. I only found out others had the same problem too, and realised it is an issue with virgin media's physical infrastructure, the network is just completely overloaded with all the people at home on lockdown. I am switching ISP tomorrow, rang them a few days ago and they're sending an engineer tomorrow

[DavidW15]

I can't wait until September for a decent broadband service, so I guess that I will be looking for a new ISP too.