Virgin Media Community

[PhilDuck]

Sometime around October 2021 my internet went down for just over a day. I was told on the phone they had recevied calls from others in the area and someone would be fixing it which they did. Since then I have had huge ping spikes in games most noteably Rocket League where its makes the game literally unplayable at times.

I use a Wired Connection & have also replaced all ethernet cables just incase, also done the basic stuff like restarting the router etc.

I have called twice to get this sorted but haven't gotten anywhere. The first guy I spoke to changed my wifi settings (still not sure why as I mentioned it was happening on a wired connection). So I had to spend an hour resetting all my alexa devices after that.

Second person I spoke to said something about noise and sending a ping or something to my deivce which could take 48 hours but I still have the problem. Included below are the thinkbroadband graphs.

Thinkbroadband graph & live link + router status infomation I see other people post but if there's anything else you need let me know.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/89d47fa5ea723f1e7b2675dfbd57b56865...

Downstream bonded channels

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

1	411000000	0.9	38	256 qam	1
2	419000000	0.9	38	256 qam	2
3	427000000	0.2	38	256 qam	3
4	435000000	0.4	38	256 qam	4
5	443000000	-0.2	38	256 qam	5
6	451000000	0.2	38	256 qam	6
7	459000000	0	38	256 qam	7
8	467000000	0.5	38	256 qam	8
9	475000000	0	38	256 qam	9
10	491000000	0.2	38	256 qam	11
11	499000000	0.2	38	256 qam	12
12	507000000	0.2	38	256 qam	13
13	515000000	0.2	38	256 qam	14
14	523000000	0.4	38	256 qam	15
15	531000000	0	38	256 qam	16
16	539000000	0.2	38	256 qam	17
17	547000000	0	38	256 qam	18
18	555000000	0.5	38	256 qam	19
19	563000000	0.2	38	256 qam	20
20	571000000	0.2	38	256 qam	21
21	579000000	0	38	256 qam	22
22	587000000	0	38	256 qam	23
23	595000000	0.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	569097	23949
2	Locked	38.9	413911	17548
3	Locked	38.9	361394	18576
4	Locked	38.6	331467	46272
5	Locked	38.6	305543	17018
6	Locked	38.6	241157	46189
7	Locked	38.6	217784	37180
8	Locked	38.6	200301	43669
9	Locked	38.6	223680	16232
10	Locked	38.6	200559	23577
11	Locked	38.6	198815	22418
12	Locked	38.6	201795	43607
13	Locked	38.6	138486	22455
14	Locked	38.9	108626	23487
15	Locked	38.6	101048	42178
16	Locked	38.9	78054	40534
17	Locked	38.9	64434	39564
18	Locked	38.6	48199	34633
19	Locked	38.6	39607	38949
20	Locked	38.6	37857	33662
21	Locked	38.6	26925	32451
22	Locked	38.6	23597	31209
23	Locked	38.6	21154	29758

Upstream bonded channels

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

1	39400000	44.5	5120	64 qam	4
2	46200000	45	5120	64 qam	3
3	53700000	45.5	5120	64 qam	2
4	60300000	46	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	28	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	25	0
4	ATDMA	0	0	34	0

 

[PhilDuck]

Network Log

Time Priority Description

14/01/2022 12:45:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 09:15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 00:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 00:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:52:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 23:49:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 00:33:30	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 00:33:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 21:36:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 12:33:28	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 12:33:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 10:03:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 00:33:28	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 00:33:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2021 13:09:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 12:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 12:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2021 23:08:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Hayley_S]

Hello @PhilDuck,

Welcome, thanks for posting.

I am sorry for any issues with your Hub.

I located your account, I can see you have not rebooted your Hub in a very long time. Can you please do this for me? 

Many thanks,

[PhilDuck]

Hi Hayley,

Thanks for the reply.

I restarted my router twice a few weeks after the problem occured (so late october) once was using the interface on the 192.168.0.1 and once was just fully unplugging it from the wall for 30 seconds. I have rebooted it again for you though.

[Adduxi]

That BQM is indicative I think of a noisy line.  Check the PostRS errors after you reboot your Hub.  If the numbers rise rapidly, there is an issue and a VM technician will need to fix it.  Ideally there should be no PostRS errors at all.

[PhilDuck]

Thanks for the reply!

I had a look and since the reboot yesterday i've had 19PostRS errors.

Posted all the logs again.

Downstream bonded channels

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

1	555000000	0.9	38	256 qam	19
2	411000000	0.9	38	256 qam	1
3	419000000	1	38	256 qam	2
4	427000000	0.5	38	256 qam	3
5	435000000	0.5	38	256 qam	4
6	443000000	0	38	256 qam	5
7	451000000	0.4	38	256 qam	6
8	459000000	0	38	256 qam	7
9	467000000	0.5	38	256 qam	8
10	475000000	0	38	256 qam	9
11	483000000	0.5	38	256 qam	10
12	491000000	0.4	38	256 qam	11
13	499000000	0.4	38	256 qam	12
14	507000000	0.4	38	256 qam	13
15	515000000	0.4	38	256 qam	14
16	523000000	0.5	38	256 qam	15
17	531000000	0.2	38	256 qam	16
18	539000000	0.5	38	256 qam	17
19	547000000	0.2	38	256 qam	18
20	563000000	0.7	38	256 qam	20
21	571000000	0.7	38	256 qam	21
22	579000000	0.5	38	256 qam	22
23	587000000	0.5	38	256 qam	23
24	595000000	0.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	142	19
2	Locked	38.6	2634	0
3	Locked	38.9	1795	0
4	Locked	38.6	1525	0
5	Locked	38.9	1446	0
6	Locked	38.6	1263	0
7	Locked	38.9	1025	0
8	Locked	38.9	904	0
9	Locked	38.6	785	0
10	Locked	38.6	862	0
11	Locked	38.6	744	0
12	Locked	38.9	808	0
13	Locked	38.9	862	0
14	Locked	38.9	828	0
15	Locked	38.9	527	0
16	Locked	38.9	399	0
17	Locked	38.9	348	0
18	Locked	38.9	275	0
19	Locked	38.6	193	0
20	Locked	38.6	118	0
21	Locked	38.9	117	0
22	Locked	38.9	85	0
23	Locked	38.6	43	0
24	Locked	38.6	33	0

Upstream bonded channels

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

1	39400000	43.5	5120	64 qam	4
2	46200029	45	5120	64 qam	3
3	53700024	45	5120	64 qam	2
4	60300012	45	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	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

 

[PhilDuck]

Network Log

Time Priority Description

18/01/2022 09:24:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 17:23:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 13:18:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 12:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 12:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 06:39:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 12:45:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 09:15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 00:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 00:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:52:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 12:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 23:49:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 00:33:30	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 00:33:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 21:36:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 12:33:28	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 12:33:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 10:03:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Your BQM is still not good and even though your stats have 19 errors, just keep an eye on those.  I reckon they will rise across all channels?

[Kath_F]

Hi PhilDuck, 

Thanks for coming back to us on this one and for rebooting your router. 

As the post RS errors have come back, the BQM still hasn't settled and I've seen that some of your power levels are outside of the optimal range, we are going to need an engineer to come out as we're not able to fix these remotely for you.

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[PhilDuck]

Sent a private message over. Also while im at it, I have posted another paste of the Downstream.

As Adduxi correctly predicated the PostRS errors have been steadily rising from the reboot.

Downstream bonded channels

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

1	659000000	-0.2	38	256 qam	32
2	475000000	-0.2	38	256 qam	9
3	483000000	0	38	256 qam	10
4	491000000	0.2	38	256 qam	11
5	499000000	0.2	38	256 qam	12
6	507000000	0.5	38	256 qam	13
7	515000000	0.4	38	256 qam	14
8	523000000	0.5	38	256 qam	15
9	531000000	0	38	256 qam	16
10	539000000	0	38	256 qam	17
11	547000000	-0.2	38	256 qam	18
12	555000000	0.2	38	256 qam	19
13	563000000	0.5	38	256 qam	20
14	571000000	0.5	38	256 qam	21
15	579000000	0.7	38	256 qam	22
16	587000000	0.5	38	256 qam	23
17	595000000	0.5	38	256 qam	24
18	603000000	0.5	38	256 qam	25
19	611000000	0.2	38	256 qam	26
20	619000000	0	38	256 qam	27
21	627000000	0	38	256 qam	28
22	635000000	0	38	256 qam	29
23	643000000	0.2	38	256 qam	30
24	651000000	0	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	2550	27
2	Locked	38.6	4899	142
3	Locked	38.6	11373	403
4	Locked	38.9	4248	289
5	Locked	38.9	3963	462
6	Locked	38.6	2869	262
7	Locked	38.6	2846	139
8	Locked	38.6	1650	115
9	Locked	38.9	3737	80
10	Locked	38.9	8949	148
11	Locked	38.9	6136	129
12	Locked	38.6	5758	449
13	Locked	38.9	736	296
14	Locked	38.9	893	388
15	Locked	38.9	723	171
16	Locked	38.6	1663	12
17	Locked	38.6	2459	56
18	Locked	38.9	918	34
19	Locked	38.6	1561	131
20	Locked	38.6	644	211
21	Locked	38.9	1076	298
22	Locked	38.6	569	386
23	Locked	38.9	595	302
24	Locked	38.9	1112	125