Virgin Media Community

[willtron]

Recent VM customers and had really bad latency spikes since covid. Gaming in particular is awful. Battlefield typically runs around 40ms which is already higher than I anticipated but not awful, but the frequent 150ms-2000ms spikes are just unplayable. Plenty of other online games with different servers are all the same.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/833df78b7b28eea5ec43f7f3213988f16c...

we also have a very low speed BT line to the house which works far better, but isn’t ideal due to the speed.

is there any eta on fixing this? I cannot see a reason to keep paying for something that is frustrating and inconsistent.

[Andruser]

Unless you're in the first 14 days "cancellation window", or you can prove that the speeds are half of what you should be getting (via ethernet connected device) then there would be huge early termination penalties.  If it's the 14 day window, give thought to whether you'd take a chance on VM fixing it.

If you're past 14 days you have to give them the chance, but looking at the BQM I think there's a reasonable chance it can be fixed.  Your options:

1) Try phoning it in (and probably dealing with the worst and least competent offshore customer service you will ever have encountered from any company).

2) Text it in (and pray that you get a call back from the UK based team, not the offshore bunglers).

3) Wait here for the friendly, UK based staff to pick your post up and advise.  This can take a day or two, sometimes much less.

In the meanwhile if you connect to the hub, and click on the link "Check router status", then post as text the contents of the tabs titled Downstream, Upstream and Network log, we can take a look for any obvious faults, though they can't be fixed remotely.

[willtron]

Hefty cancellation fees or not, no point paying for something that doesn't work, but lets see if it can be salvaged. 

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

1	371000000	-0.5	38	256 qam	26
2	195000000	1.2	38	256 qam	8
3	203000000	1	38	256 qam	9
4	211000000	0.9	37	256 qam	10
5	219000000	0.9	38	256 qam	11
6	227000000	0.7	38	256 qam	12
7	235000000	0.7	37	256 qam	13
8	243000000	0.5	37	256 qam	14
9	251000000	0.5	38	256 qam	15
10	259000000	0.4	38	256 qam	16
11	267000000	0.4	38	256 qam	17
12	275000000	0	38	256 qam	18
13	283000000	0	37	256 qam	19
14	291000000	0	37	256 qam	20
15	299000000	0.5	37	256 qam	21
16	307000000	0.2	38	256 qam	22
17	315000000	0	37	256 qam	23
18	323000000	0	37	256 qam	24
19	363000000	-0.5	37	256 qam	25
20	379000000	-0.4	37	256 qam	27
21	387000000	-0.2	37	256 qam	28
22	395000000	-0.4	38	256 qam	29
23	403000000	-0.4	37	256 qam	30
24	411000000	-0.2	37	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	1217	1341
2	Locked	38.6	1047	1067
3	Locked	38.6	878	1409
4	Locked	37.6	1119	2280
5	Locked	38.6	570	6833
6	Locked	38.6	694	6203
7	Locked	37.6	697	7126
8	Locked	37.6	688	6229
9	Locked	38.6	813	6445
10	Locked	38.6	1641	1219
11	Locked	38.6	872	6066
12	Locked	38.6	843	6383
13	Locked	37.6	928	6191
14	Locked	37.6	930	6208
15	Locked	37.6	1052	6329
16	Locked	38.6	888	6189
17	Locked	37.6	1015	6138
18	Locked	37.6	974	6165
19	Locked	37.6	1167	6219
20	Locked	37.3	909	5929
21	Locked	37.6	948	5942
22	Locked	38.6	1015	5727
23	Locked	37.3	1007	5991
24	Locked	37.6	1928	6237

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

1	39400000	3.325	5120	64 qam	4
2	46200000	3.4	5120	64 qam	3
3	53700000	3.55	5120	64 qam	2
4	60300000	3.625	5120	64 qam	1

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

Network Log

Time Priority Description

23/06/2020 12:16:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:52:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:52:36	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:34:15	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:27:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:27:17	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:15:59	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 07:34:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 07:34:45	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 15:49:43	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 12:02:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 00:04:43	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 07:45:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:34:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:34:45	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:16:25	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 03:09:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 03:09:27	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 02:58:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 02:16:56	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andruser]

Downstream looks good for power and noise, errors are too high but consistent with what you're reporting, and upstream power levels are right at the lower end of the permitted range, and it may be that's the problem.  The good news is that (if I'm right) that's usually easy enough for the field technician to fix.

Now just a matter of waiting on the forum staff.

[Beth_G]

Hi willtron,

Thanks for your post, I am sorry to hear you have been having some issues with your broadband service.

From here, I can see that your hub has been constantly running for an extended period of time, which may be the cause of the unexpected problems. I appreciate that it is very basic, but I ask if you can reboot your router to see if there are any improvements at all. If we still find that you are getting a lot of T3 errors following the reboot, I'll be happy to arrange for an engineer to come out.

Many thanks,

Beth

[willtron]

Thanks Beth, I’ll restart the router after I’m done working and report back, and post an updated BQM.