Virgin Media Community

[ChrisP86]

Hi, I have recently installed the superhub 3 running on the M350 package, the cables were already in so it was a self install. However since installation I am experiencing wild fluctuations on the speed side of things and very rarely getting above the 181mbps guaranteed minimum as quoted at time of purchase. The speed doesnt bother me too much it's the High latency/Jitter I am experiencing during the day that is. I bought this package as Virgin advertise it as being perfect for gamers (well it is if you enjoy gaming between midnight and 8am, at peak times it's impossible to game on it)

Can somebody please get in contact with me to discuss whether this is an over utilisation in the area or whether it is my equipment/setup outside the house.

Please see attached BQM for further information regarding my issues. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ea5690e7c9c34fbfc44cb344cda869dc08ac9a3-22-06-2020

[cje85]

'Area' doesn't really mean much on Virgin Media, there can be multiple areas with the same number in different parts of the country, I'm in Area 01 (Merseyside) and get this

Can you post your upstream/downstream logs, you can find them by going to http://192.168.0.1 don't sign in, just click Check Router Status. Then copy/paste or screenshot the downstream, upstream and network log pages. 

[ChrisP86]

Hi cje85,

The info you requested as followed.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	347000000	1	38	256 qam	25
2	235000000	-0.9	37	256 qam	13
3	243000000	-0.7	37	256 qam	14
4	251000000	-0.5	37	256 qam	15
5	259000000	-0.5	37	256 qam	16
6	267000000	-0.5	37	256 qam	17
7	275000000	-0.9	37	256 qam	18
8	283000000	-0.9	37	256 qam	19
9	291000000	-0.5	37	256 qam	20
10	299000000	0.2	37	256 qam	21
11	307000000	0.2	37	256 qam	22
12	315000000	0.4	38	256 qam	23
13	323000000	0.7	38	256 qam	24
14	355000000	1	38	256 qam	26
15	363000000	1	38	256 qam	27
16	371000000	0.9	38	256 qam	28
17	379000000	0.7	37	256 qam	29
18	387000000	1	37	256 qam	30
19	395000000	0.9	38	256 qam	31
20	403000000	0.7	37	256 qam	32
21	411000000	0.7	37	256 qam	33
22	419000000	0.7	37	256 qam	34
23	427000000	0.7	38	256 qam	35
24	435000000	0.2	38	256 qam	36

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	444	6865
2	Locked	37.3	540	5939
3	Locked	37.6	567	6005
4	Locked	37.6	557	6039
5	Locked	37.6	544	6615
6	Locked	37.6	527	6161
7	Locked	37.3	557	6062
8	Locked	37.6	586	6193
9	Locked	37.6	545	6328
10	Locked	37.3	567	7130
11	Locked	37.6	599	7135
12	Locked	38.6	583	7182
13	Locked	38.6	488	6882
14	Locked	38.9	646	7191
15	Locked	38.6	606	7271
16	Locked	38.6	655	7330
17	Locked	37.6	632	7264
18	Locked	37.3	621	8014
19	Locked	38.6	632	7999
20	Locked	37.3	603	8035
21	Locked	37.3	580	7929
22	Locked	37.3	584	7890
23	Locked	38.6	591	7999
24	Locked	38.6	533	7585

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	4.15	5120	64 qam	6
2	39400000	4.25	5120	64 qam	8
3	46200000	4.1	5120	64 qam	7
4	60300000	4.15	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[ChrisP86]

Network Log

Time Priority Description

22/06/2020 10:33:47	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 02:22:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 11:01:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:57:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:55:10	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:49:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[ChrisP86]

• Is there anybody from Virgin Media who can assist me? At present it's looking increasingly likely I shall be cancelling the services within the 14 days as it does not perform as I intended. 

[David_Bn]

Good Morning ChristP86,

Thanks for your post on our Community Forums and a very warm welcome to you!

Sorry to see that you've been having issues in your local area.

I've looked into your account and have been advised of high utilisation and this is likely the reasoning for your broadband issues.

Kindest regards,

David_Bn

Description:High Utilisation. Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are

Remedy Number:F008013004  

Status:Our engineer is on site and they're working to fix the problem

Date Open:04 MAY 2020 17:32

Estimated end date:29 JUL 2020 09:00

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.