on 29-01-2022 23:41
Can see there is a quite a few posts on here with the same issue, currently have an open complaint with Virgin but they've not been the most useful so far.
I suspect over utilisation of the network having looked at several of the posts on here, issue only started around one month ago and prior to that my internet was faultless.
Going to post Router Status and BQM links below, can someone please take a look and just let me know if perhaps there is another issue?
Much appreciated.
on 29-01-2022 23:43
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | -0.599998 | 37.636276 | QAM256 | 1 |
2 | 419000000 | -0.500000 | 37.355988 | QAM256 | 2 |
3 | 427000000 | -0.500000 | 37.355988 | QAM256 | 3 |
4 | 435000000 | -0.200001 | 37.355988 | QAM256 | 4 |
5 | 443000000 | -0.099998 | 37.636276 | QAM256 | 5 |
6 | 451000000 | -0.099998 | 37.355988 | QAM256 | 6 |
7 | 459000000 | -0.200001 | 37.355988 | QAM256 | 7 |
8 | 467000000 | 0.000000 | 37.636276 | QAM256 | 8 |
9 | 475000000 | -0.200001 | 37.636276 | QAM256 | 9 |
10 | 483000000 | -0.200001 | 37.636276 | QAM256 | 10 |
11 | 491000000 | 0.000000 | 37.355988 | QAM256 | 11 |
12 | 499000000 | -0.200001 | 37.636276 | QAM256 | 12 |
13 | 507000000 | 0.000000 | 37.636276 | QAM256 | 13 |
14 | 515000000 | 0.000000 | 37.636276 | QAM256 | 14 |
15 | 523000000 | -0.500000 | 37.636276 | QAM256 | 15 |
16 | 531000000 | -0.299999 | 37.636276 | QAM256 | 16 |
17 | 539000000 | -0.299999 | 38.605377 | QAM256 | 17 |
18 | 547000000 | 0.000000 | 37.636276 | QAM256 | 18 |
19 | 555000000 | -0.299999 | 38.605377 | QAM256 | 19 |
20 | 563000000 | -0.299999 | 38.605377 | QAM256 | 20 |
21 | 571000000 | -0.200001 | 38.605377 | QAM256 | 21 |
22 | 579000000 | -0.700001 | 38.605377 | QAM256 | 22 |
23 | 587000000 | -0.500000 | 38.605377 | QAM256 | 23 |
24 | 595000000 | -0.599998 | 38.605377 | QAM256 | 24 |
25 | 603000000 | -0.700001 | 38.983261 | QAM256 | 25 |
26 | 611000000 | -1.000000 | 37.636276 | QAM256 | 26 |
27 | 619000000 | -1.099998 | 37.636276 | QAM256 | 27 |
28 | 627000000 | -1.599998 | 37.355988 | QAM256 | 28 |
29 | 635000000 | -1.700001 | 38.605377 | QAM256 | 29 |
30 | 643000000 | -1.799999 | 37.355988 | QAM256 | 30 |
31 | 651000000 | -2.000000 | 37.636276 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.636276 | 0 | 0 |
2 | Locked | 37.355988 | 0 | 0 |
3 | Locked | 37.355988 | 0 | 0 |
4 | Locked | 37.355988 | 0 | 0 |
5 | Locked | 37.636276 | 0 | 0 |
6 | Locked | 37.355988 | 0 | 0 |
7 | Locked | 37.355988 | 0 | 0 |
8 | Locked | 37.636276 | 0 | 0 |
9 | Locked | 37.636276 | 0 | 0 |
10 | Locked | 37.636276 | 0 | 0 |
11 | Locked | 37.355988 | 0 | 0 |
12 | Locked | 37.636276 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 37.636276 | 0 | 0 |
15 | Locked | 37.636276 | 0 | 0 |
16 | Locked | 37.636276 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 37.636276 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 37.636276 | 0 | 0 |
27 | Locked | 37.636276 | 0 | 0 |
28 | Locked | 37.355988 | 1 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 37.355988 | 0 | 0 |
31 | Locked | 37.636276 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 728 |
159 | Locked | 40 | -1.6 | 1278779695 | 0 |
on 29-01-2022 23:44
Time Priority Description
Thu Jan 1 00:01:27 1970 | 4 | Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Jan 10 12:10:23 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jan 11 23:12:28 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 07:59:02 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 07:59:02 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 22:01:17 2022 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 16 01:02:54 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 16 01:02:54 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jan 18 09:56:45 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jan 18 14:28:24 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 20 17:29:44 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 20 17:29:44 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 23 05:45:24 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 23 15:46:20 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 23 15:46:20 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jan 25 18:24:10 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jan 28 05:05:09 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jan 28 05:05:09 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jan 29 15:50:33 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 30-01-2022 14:17
Certainly the BQMs look like a very busy segment of the network, from morning to late at night. Maybe working from home has affected the number of concurrent users.?
Can you also post your Upstream stats as well. The other stats and log look okay at present.
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on 30-01-2022 19:10
I think at this point thinkbroadband should change the scale on the BQM.
Perhaps an upper range of 1500ms would be more appropriate for virgin customers?
Otherwise we never really know how bad it is.
on 30-01-2022 22:10
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 40.020599 | 5120 KSym/sec | 64QAM | 11 |
2 | 39400000 | 39.770599 | 5120 KSym/sec | 64QAM | 12 |
3 | 53700000 | 41.270599 | 5120 KSym/sec | 64QAM | 10 |
4 | 60300000 | 41.770599 | 5120 KSym/sec | 64QAM | 9 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 3 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Apologies didn't realise I missed these Upstream stats, please see above.
@risc19
BQM should definitely display a higher range than 150ms, running some other packet loss tests it varied up to around 350ms spikes!
on 02-02-2022 09:53
Hey @Swinterz,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear of the issues that you're having at the moment with your connection, I would like to look into this further for you but haven't been able to find your account on our system.
I will need to send over a private message to confirm your details, so that I can locate your account and look into the connection issues.
Please look out for my message and we can get started.
Regards,
Steven_L
on 02-02-2022 14:37
Thanks for confirming your details @Swinterz.
I have looked into your account and can see that there is some congestion in your area that would need to be investigated by our networks team, I have raised this with them and I will be in touch, once we have any further updates form them.
Regards,
Steven_L
on 03-02-2022 12:09
Thanks Steven.
Can you please provide me with a fault reference for this query with the networks team, so that I may follow up accordingly on here and with the complaints team.
Many thanks
on 06-02-2022 12:32
Hi @Swinterz,
The reference is F009616689.
We will be back in touch as soon as possible with any update for you. Please let us know if things escalate in the meantime.
All the best.