Virgin Media Community

[tclarke13]

Hello 😀

I am writing this message in order to get some sort of answer as to why my connection has been unstable and unreliable over the past 3 months. I am assuming it may be COVID related and is due to a high density of people on VM causing congestion, however I am unable to get into contact with anyone to get an answer. 

Any sort of response would be greatly appreciated, I have uploaded what I think may be required in order to help below, but please let me know if anything else is needed. Thank you  

This is what an average day is like on the BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6df938ed063251d324144b8dbe450e3569bc369f-28-05-2020

[tclarke13]

Downstream bonded channels

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

1	483000000	-3.2	38	256 qam	10
2	411000000	-4.4	38	256 qam	1
3	419000000	-4	38	256 qam	2
4	427000000	-3.7	38	256 qam	3
5	435000000	-3.5	38	256 qam	4
6	443000000	-3.7	38	256 qam	5
7	451000000	-3.5	38	256 qam	6
8	459000000	-3.5	38	256 qam	7
9	467000000	-3.5	38	256 qam	8
10	475000000	-3.4	38	256 qam	9
11	491000000	-3.5	38	256 qam	11
12	499000000	-3.5	38	256 qam	12
13	507000000	-3.4	38	256 qam	13
14	515000000	-3.5	38	256 qam	14
15	523000000	-3.7	38	256 qam	15
16	531000000	-3.7	38	256 qam	16
17	539000000	-3.5	38	256 qam	17
18	547000000	-3.7	38	256 qam	18
19	555000000	-3.7	38	256 qam	19
20	563000000	-3.9	38	256 qam	20
21	571000000	-4.4	38	256 qam	21
22	579000000	-4.5	38	256 qam	22
23	587000000	-4.5	38	256 qam	23
24	595000000	-4.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	671	9015
2	Locked	38.6	2739	2554
3	Locked	38.9	1877	3305
4	Locked	38.6	1477	3404
5	Locked	38.9	1364	3399
6	Locked	38.9	1158	3602
7	Locked	38.9	1038	3932
8	Locked	38.6	879	4164
9	Locked	38.9	774	9069
10	Locked	38.6	704	9123
11	Locked	38.6	617	9040
12	Locked	38.9	567	9244
13	Locked	38.9	525	9203
14	Locked	38.9	428	9294
15	Locked	38.9	463	9307
16	Locked	38.6	385	9275
17	Locked	38.9	366	9352
18	Locked	38.9	382	9249
19	Locked	38.6	320	9675
20	Locked	38.6	306	9726
21	Locked	38.6	283	9743
22	Locked	38.9	272	9882
23	Locked	38.6	283	9787
24	Locked	38.9	392	9699

[tclarke13]

Upstream bonded channels

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

1	25800000	4.7	5120	64 qam	4
2	32600000	4.725	5120	64 qam	3
3	39400000	4.75	5120	64 qam	2
4	46200000	4.825	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

28/05/2020 09:04:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:20:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:19:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:19:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:19:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:17:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:16:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:16:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:16:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 08:16:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 20:25:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:12:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 15:12:38	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 13:52:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 13:52:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 08:16:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 07:57:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 07:48:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 07:48:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 07:47:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Corey_C · Accepted solution]

Hi Tclarke13,

Thanks for your post and welcome to the community forums. Can you tell us a little bit more about the stability issues you've been having? Are you dropping connections or is it slow speeds? I've attempted a remote diagnostic but was unable to pic up any issues.

Cheers,

Corey C

[tclarke13]

Hey Corey 

Thanks for the reply! The speeds are extremely inconsistent throughout the day, with very high ping spikes happening every few seconds causing any game online to be unplayable, I never had this issue 3-4 months ago and have even brought recommended boosters which has not helped either. 

[Corey_C]

Cheers for replying, I'll send a PM shortly so I can have a look at your account details and run further diagnostics.

Thanks,

Corey C