Menu
Reply
Highlighted
  • 50
  • 1
  • 1
On our wavelength
433 Views
Message 1 of 5
Flag for a moderator

High latency & packet loss in M4 (area 20) - 6 months ongoing

Hi there,

Having terrible latency and packet loss issues with our virgin media during peak times for the past 6 months now. I posted on these forums earlier this year, got a reply saying 'we'll get in touch', and no more responses, so thought I'd make a new post to try and find out what's going on. If the network is oversubscribed, I feel like I shouldn't be paying full price for this - especially since I've been unable to play online games or do any other latency-dependent tasks for a long time now.

Here's a snapshot of my latency for today (22/06/2020) - and this is actually a GOOD day, usually the full day has a bar of red dropped packets at the top.

Here's my broadband monitor:

My Broadband Ping - My Virgin Media M4 connection



My Broadband Ping - My Virgin Media M4 connection
0 Kudos
Reply
Highlighted
  • 50
  • 1
  • 1
On our wavelength
429 Views
Message 2 of 5
Flag for a moderator

Re: High latency & packet loss in M4 (area 20) - 6 months ongoing

And here is my network log. Also worth noting, all this is on a cat6 cable straight to the router. I have tried in modem mode and had the same latency issues, so I know it's not that.

22/06/2020 16:28:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2020 11:33:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 15:04:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 15:04:19ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 01:25:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 17:16:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:47:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 20:43:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 07:47:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 07:46:58Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 07:46:58critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 07:46:58criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


My Broadband Ping - My Virgin Media M4 connection
0 Kudos
Reply
Highlighted
  • 3.76K
  • 154
  • 219
Forum Team
Forum Team
369 Views
Message 3 of 5
Flag for a moderator

Re: High latency & packet loss in M4 (area 20) - 6 months ongoing

Thank you for your post Aidanjalali.

 

We can see there's currently a utilisation fault in the area which may be affecting your services, I'll include the information on this fault below.

Reference: F007335827

Estimated repair date: 22 JUL 2020 09:00

 

You may be able to find updates on this through our service status page or alternatively quote the reference above to any of our agents.

 

Thanks, Emily.

0 Kudos
Reply
Highlighted
  • 50
  • 1
  • 1
On our wavelength
349 Views
Message 4 of 5
Flag for a moderator

Re: High latency & packet loss in M4 (area 20) - 6 months ongoing

Hi,

Thanks for the update. This fault doesn't appear on the service status page - could it be added?

I have had ongoing issues since December - will I be reimbursed for the extra time that I've been unable to properly use my internet?

Cheers.


My Broadband Ping - My Virgin Media M4 connection
0 Kudos
Reply
Highlighted
  • 3.76K
  • 154
  • 219
Forum Team
Forum Team
339 Views
Message 5 of 5
Flag for a moderator

Re: High latency & packet loss in M4 (area 20) - 6 months ongoing

If it's not affecting a large area of customers it may not show on the service status page but you can quote the reference above to any agents for this or try calling the service status line on 0800 561 0061.

 

Thanks, Emily