Virgin Media Community

[Swinterz]

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.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af4f0d93b696a9fcb528703278c36a056d... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c18e4609a7696df5f109da4886e30ac5b8... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6626fc02f3b1328ab1cc4efc77466de829... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/010f65a67c4d5c2422cf648450f6f60e44... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/765404ac2421ab06cdf748558efe64f260... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eef12806dea34532d20a394375e7065ddf...

[Swinterz]

3.0 Downstream channels

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

3.0 Downstream channels

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

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

40

-1.6

1278779695

0

[Swinterz]

Network Log

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;

[Adduxi]

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.

[risc19]

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.

[Swinterz]

3.0 Upstream channels

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

3.0 Upstream channels

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!

[Steven_L]

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

[Steven_L]

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

[Swinterz]

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

[Molly_T]

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.