on 12-04-2022 18:14
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0a5a02e1dd86099e3c1370e4d5dae9bc3df132f7-12-04-2022
The family been complaining on the gaming again, have got the BQM from yesterday, which is showing a spike in the delay but the underlying does seem quite high also.
Any help would be appreciated.
on 12-04-2022 19:17
Read this BQM showing peak time latency issues for Virgin Media users | thinkbroadband
Can you post the power levels and network log from the Hub for comment, thanks
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on 12-04-2022 21:44
Thanks for the link, I will try and remember to keep an eye on that, I was more thinking on the minimum latency in the mid 20ms.
Hopefully the info you're after, the hub is in modem mode.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 547000000 | 11.4 | 38 | 256 qam | 18 |
2 | 475000000 | 11.6 | 40 | 256 qam | 9 |
3 | 483000000 | 11.8 | 38 | 256 qam | 10 |
4 | 491000000 | 11.6 | 38 | 256 qam | 11 |
5 | 499000000 | 11.5 | 38 | 256 qam | 12 |
6 | 507000000 | 11.4 | 38 | 256 qam | 13 |
7 | 515000000 | 11.6 | 38 | 256 qam | 14 |
8 | 523000000 | 11.8 | 38 | 256 qam | 15 |
9 | 531000000 | 11.8 | 40 | 256 qam | 16 |
10 | 539000000 | 11.5 | 38 | 256 qam | 17 |
11 | 555000000 | 11.3 | 40 | 256 qam | 19 |
12 | 563000000 | 11.3 | 38 | 256 qam | 20 |
13 | 571000000 | 11.3 | 40 | 256 qam | 21 |
14 | 579000000 | 11.1 | 38 | 256 qam | 22 |
15 | 587000000 | 11.4 | 40 | 256 qam | 23 |
16 | 595000000 | 11.5 | 38 | 256 qam | 24 |
17 | 603000000 | 11.6 | 40 | 256 qam | 25 |
18 | 611000000 | 11.5 | 40 | 256 qam | 26 |
19 | 619000000 | 11.3 | 38 | 256 qam | 27 |
20 | 627000000 | 11 | 38 | 256 qam | 28 |
21 | 635000000 | 10.8 | 38 | 256 qam | 29 |
22 | 643000000 | 10.6 | 40 | 256 qam | 30 |
23 | 651000000 | 10.6 | 38 | 256 qam | 31 |
24 | 659000000 | 10.6 | 38 | 256 qam | 32 |
on 12-04-2022 21:45
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 131 | 0 |
2 | Locked | 40.3 | 126 | 0 |
3 | Locked | 38.9 | 167 | 0 |
4 | Locked | 38.6 | 323 | 0 |
5 | Locked | 38.9 | 224 | 0 |
6 | Locked | 38.9 | 209 | 0 |
7 | Locked | 38.6 | 314 | 0 |
8 | Locked | 38.6 | 104 | 0 |
9 | Locked | 40.3 | 102 | 0 |
10 | Locked | 38.9 | 185 | 0 |
11 | Locked | 40.3 | 185 | 0 |
12 | Locked | 38.9 | 110 | 0 |
13 | Locked | 40.3 | 138 | 0 |
14 | Locked | 38.6 | 552 | 0 |
15 | Locked | 40.3 | 140 | 0 |
16 | Locked | 38.6 | 115 | 0 |
17 | Locked | 40.3 | 231 | 0 |
18 | Locked | 40.3 | 132 | 0 |
19 | Locked | 38.9 | 160 | 0 |
20 | Locked | 38.9 | 225 | 0 |
21 | Locked | 38.9 | 232 | 0 |
22 | Locked | 40.3 | 199 | 0 |
23 | Locked | 38.9 | 237 | 0 |
24 | Locked | 38.9 | 206 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400020 | 35 | 5120 | 64 qam | 4 |
2 | 46199960 | 35.3 | 5120 | 64 qam | 3 |
3 | 25799979 | 34 | 5120 | 64 qam | 6 |
4 | 32599970 | 34.5 | 5120 | 64 qam | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 9 | 0 |
2 | ATDMA | 0 | 0 | 13 | 0 |
3 | ATDMA | 0 | 0 | 11 | 0 |
4 | ATDMA | 0 | 0 | 7 | 0 |
Time Priority Description
12/04/2022 21:33:18 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/04/2022 07:08:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/04/2022 03:49:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2022 04:58:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/04/2022 15:49:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2022 09:42:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2022 03:49:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/03/2022 21:58:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/03/2022 15:49:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2022 23:59:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/03/2022 20:32:31 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/03/2022 06:12:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/03/2022 21:06:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/03/2022 13:23:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/03/2022 09:06:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/03/2022 04:44:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/03/2022 21:06:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/03/2022 20:36:31 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/03/2022 09:06:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/03/2022 03:01:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 12-04-2022 22:59
Downstream power levels are too high. Range is -6 to +10. You need a VM technician to sort this out.
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on 13-04-2022 11:33
Thank you, have just been onto the VM team and they have raised a ticket, hopefully will be sorted in the near future.
on 22-04-2022 10:43
Well, I have had to chase them up today, what an absolute shambles. First time I have any issues when on the phone with them, they have no record of a ticket being raised, then they said they could send a tech at my expense as they could not detect issues.
As a side note they also said the information a gained from the status screen is irrelevant and not to be used, really annoyed with them today!
on 24-04-2022 16:41
Hi @InFESTation
Thanks for posting on our community forum!
The team advised that if we send a tech out and we find no fault at all with our services then you would be liable to be charged for the tech visit, also I can see that when testing via an ethernet cable with the team there was also no latency.
Regards
on 24-04-2022 17:17
Thanks for the reply,
That was the crux of it in the end.
Previously I chatted to them about the details on here (plus one other TV issue - sorted by them) earlier in the thread and was informed that there would be a call from the techs as the 150 team could not do anything, it would require them to sort it out if the high levels are causing the issue.
So after not hearing anything for a week I called to find out what was happening, only to start going through everything all over again then been told to monitor by which point I would be away working again, and that as I was requesting the tech to come then there would be a charge, as there was nothing to show an issue with the connection, they had absolutely no interest in the status values and said that they were irrelevant and of no use, so I am not willing to pay for a tech to come and say I have internet when I know I have it. I was frustrated at the fact the first time I thought it was going to be sorted then to be told it isn't and there is no issues.
Now I know there is not a massive issue as I have internet and a tech coming will not find an issue with connection as although we have internet, it is a gaming issue where they are getting kicked for lagging, mainly on steam, ut on other platforms, first person games seem to be the issue.
on 24-04-2022 18:55
If your hub status data still shows values above 10 dBmV, and the upstream is full of T3 timeouts, then your connection needs a technician to attend and fix it.