Virgin Media Community

[InFESTation]

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.  

[Adduxi]

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

[InFESTation]

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.

Downstream bonded channels

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

 

[InFESTation]

Downstream bonded channels

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

 

Upstream bonded channels

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

Upstream bonded channels

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

Network Log

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;

[Adduxi]

Downstream power levels are too high. Range is -6 to +10. You need a VM technician to sort this out. 

[InFESTation]

Thank you, have just been onto the VM team and they have raised a ticket, hopefully will be sorted in the near future.

[InFESTation]

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!

[Travis_M]

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

[InFESTation]

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.

[Andrew-G]

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.