Virgin Media Community

[Bigbal]

When i signed up to virgin media a few years ago i consistently had ping speed of 10ms with zero packet loss. I also experienced excellent wi fi coverage all around the house. For the last few months im now getting ping speeds of 25ms and 10ms jitter. I cant stream anything on HD in the up stairs bedroom either has to be SD and im getting regular disconnects on whilst playing on xbox live. Iv tried all the usual resets and and stuff but doesnt fix the issue. Can someone help please?

[Andrew-G · Accepted solution]

Wifi coverage may be a separate issue to the latency issues.  Let's see how latency and packet loss are on your connection: Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

[Bigbal]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7b1dd1b2ee091a51906f8c101f371a4e07...
 Is this what you wanted me to do?

[Andrew-G]

Exactly that.  Early hours yet, but initial view is a very poor broadband connection, which can usually be resolved when the probable cause has been identified.  Getting that fixed will sort out most poor connection reliability issues, won't make a difference to wireless reach in the property, but worry about that in a bit.

As a next step, can you connect to the hub by clicking on this link http://192.168.0.1/  Or type that into a browser if the link into doesn't work.  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[Bigbal]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

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Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	7.9	37	256 qam	1
2	147000000	7.9	37	256 qam	2
3	155000000	8	37	256 qam	3
4	163000000	8	37	256 qam	4
5	171000000	8	37	256 qam	5
6	179000000	8	37	256 qam	6
7	187000000	7.8	37	256 qam	7
8	195000000	7.5	37	256 qam	8
9	203000000	7.5	37	256 qam	9
10	211000000	7.5	37	256 qam	10
11	219000000	7.5	37	256 qam	11
12	227000000	7.5	37	256 qam	12
13	235000000	7.4	37	256 qam	13
14	243000000	7	37	256 qam	14
15	251000000	7.3	37	256 qam	15
16	259000000	7.4	37	256 qam	16
17	267000000	7.5	37	256 qam	17
18	275000000	8.6	38	256 qam	18
19	283000000	9.5	38	256 qam	19
20	291000000	9	38	256 qam	20
21	299000000	8.9	38	256 qam	21
22	307000000	8.4	38	256 qam	22
23	315000000	8.3	38	256 qam	23
24	323000000	8.3	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	11	0
2	Locked	37.6	24	0
3	Locked	37.6	14	0
4	Locked	37.6	24	0
5	Locked	37.6	27	0
6	Locked	37.6	29	0
7	Locked	37.6	27	0
8	Locked	37.6	32	0
9	Locked	37.3	12	0
10	Locked	37.3	26	0
11	Locked	37.6	18	0
12	Locked	37.3	15	0
13	Locked	37.6	26	0
14	Locked	37.6	11	0
15	Locked	37.6	22	0
16	Locked	37.6	8	0
17	Locked	37.3	2	0
18	Locked	38.6	14	0
19	Locked	38.9	9	0
20	Locked	38.6	14	0
21	Locked	38.6	21	0
22	Locked	38.6	22	0
23	Locked	38.6	13	0
24	Locked	38.6	21	0

[Bigbal]

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

1	53700000	42	5120	64 qam	7
2	39399849	42	5120	64 qam	9
3	46199833	42	5120	64 qam	8
4	60299912	41.8	5120	64 qam	6

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Bigbal]

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Refresh data

Network LogTime Priority Description

26/06/2021 10:25:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 10:13:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 17:33:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 17:33:22	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:35:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 11:33:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 05:05:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 04:08:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 03:44:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 03:44:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 02:09:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 02:09:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:06:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:02:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:02:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:02:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:02:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:02:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 01:01:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Unfortunately I can't spot any obvious problems in that data.  There's some issues in the network log, but they don't appear to be persistent, and other than that power and noise levels seemed good when data was taken.  The BQM shows the connection is intermittently poor, all I can suggest is waiting for the forum staff to advise.  Possibly they'll be able to see things that I'm not seeing.  

If you get a response "all looks good from our side" but the problem continues then you may need to be very persistent.to get this fixed.

[Bigbal]

ok, so is it just a case of waiting for someone to get in touch?

[Andrew-G]

Yep.  The forum is patrolled by VM staff, and they'll pick up your post and reply.  Sometimes quickly, sometimes takes a couple of days, as this isn't (from VM's side of the fence) first line support.