Virgin Media Community

[Reece120]

Hi,

Since we have swapped to the 1Gig plan with Virgin and the Superhub 4, there have been periods of severe intermittent connection that make online gaming and over live services like streaming impossible. Games show constant lapses in connection. For example in FFXIV all characters will freeze still, then suddenly move all at once very quickly to catch up. Similarly seen in games like Path of Exile. It makes a lot of games completely unplayable and can sometimes lead to disconnects (causing me to have to wait through a queue of 5000+ people for hours just to log back in to try again!)

This issue originally arose on October 12th, and appeared to go away on October 17th... but since then it has cropped up multiple times.

To describe the issue simply, connection will be fine and fast (>250 Mbps on a wireless connection) and then 5+ times per minute, the connection will drop out for several seconds at a time, sometimes up to 5-10 seconds. For most applications this isn't too bad for streaming and online gaming it is quite unacceptable.

For context on the internet setup: The wireless 2.4/5GHz channels are disabled, and instead a network of Plume superpods is used to distribute wireless around the home. The issue persists when using either the Plume network, or when re-enabling the wireless on the Superhub 4 and using that. It happens on all devices regardless of location or distance to the router.

I have been taking BQM tests since October 13th. The issue can be somewhat hard to see using BQM at times as the overall packet loss is low despite the intermittent connection, but still some packet loss is seen.

Things I have already tried:

• Phoning Virgin about the issue - they just said they would send out a pod to help with the problem and haven't offered any proper assistance. We already have a network of superpods, a pod isn't what we need.
• Testing the connection over several devices and through both the router wireless and superpod network wireless
• Using a VPN to test for potential routing issues
• Factory reset of the router
• Checking for wireless interferences

Here is a snapshot of today's graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f30bfad2a088280900310917ecd2a5f48...

And here is a live graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/4bc1c16f5ffd0d7e039552ef2d25389ca8...

The issue can be more clearly seen in Pingplotter: 

If I need to provide more evidence of what's happening, I guess I can do so via videos of gameplay to illustrate the problem, or anything else asked for.

Below are the downstream/upstream info and the network logs. (Will put these in the 2nd post due to character limit)

Please, some help with this would be greatly appreciated. We did not upgrade our package just for things to get so much worse since then.  We previously had a Superhub 3 with none of these types of issues.

And please do let me know if you need any more information.

Thanks.

[Reece120]

3.0 Downstream channels

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

25	330750000	4.000000	40.946209	QAM256	25
1	138750000	5.500000	40.946209	QAM256	1
2	146750000	5.400002	40.366287	QAM256	2
3	154750000	5.099998	40.366287	QAM256	3
4	162750000	3.900002	40.366287	QAM256	4
5	170750000	3.099998	40.946209	QAM256	5
6	178750000	2.799999	40.366287	QAM256	6
7	186750000	3.099998	40.366287	QAM256	7
8	194750000	2.900002	40.946209	QAM256	8
9	202750000	2.599998	40.366287	QAM256	9
10	210750000	2.700001	40.366287	QAM256	10
11	218750000	3.200001	40.366287	QAM256	11
12	226750000	3.900002	40.946209	QAM256	12
13	234750000	4.199997	40.946209	QAM256	13
14	242750000	4.099998	40.946209	QAM256	14
15	250750000	3.900002	40.366287	QAM256	15
16	258750000	4.400002	40.366287	QAM256	16
17	266750000	4.800003	40.946209	QAM256	17
18	274750000	4.300003	40.946209	QAM256	18
19	282750000	4.099998	40.946209	QAM256	19
20	290750000	4.000000	40.946209	QAM256	20
21	298750000	3.900002	40.366287	QAM256	21
22	306750000	3.900002	40.366287	QAM256	22
23	314750000	4.199997	40.366287	QAM256	23
24	322750000	4.400002	40.366287	QAM256	24
26	338750000	4.199997	40.366287	QAM256	26
27	346750000	4.900002	40.946209	QAM256	27
28	354750000	4.599998	40.366287	QAM256	28
29	362750000	3.799999	40.366287	QAM256	29
30	370750000	4.000000	40.366287	QAM256	30
31	378750000	4.199997	40.946209	QAM256	31

3.0 Downstream channels

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

25	Locked	40.946209	0	0
1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.946209	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0

[Reece120]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

-0.9

593491751

39

3.0 Upstream channels

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

1	60300000	47.020599	5120 KSym/sec	64QAM	1
2	39400000	46.520599	5120 KSym/sec	64QAM	4
3	46200000	46.270599	5120 KSym/sec	64QAM	3
4	53700000	46.770599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Network Log

Time Priority Description

Thu Jan 1 00:01:29 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 19:27:26 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 18 00:27:23 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 19 21:21:42 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 21 09:27:31 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 23 20:31:11 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 24 21:27:31 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 25 18:30:46 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 25 20:11:29 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 26 11:25:51 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 28 09:27:31 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 9 11:50:26 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 12 04:38:58 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:31 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:35 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:37 2021	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:38 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:30:52 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=hidden;CMTS-MAC=hidden:dc;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:40:01 2021	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:40:48 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 04:07:00 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 08:16:15 2021	3	No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:55:58 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:56:08 2021	5	RCS Partial Service;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:56:43 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 1970	3	No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 22:04:53 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 09:19:01 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:29 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 2021	5	Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 2021	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 2021	5	Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:49 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 2021	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:12 2021	5	Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:35 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:12 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:23 2021	5	RCS Partial Service;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:34 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 00:58:44 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 1 23:08:48 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 12:32:38 2021	3	No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;

[Lee_R]

Hi Reece120 thanks for posting and welcome to our community 

Sorry to hear of your packet loss and intermittent connection issues.  I would like to take a closer look on your behalf.  I am going to send you a private message.

Regards

Lee_R

[Reece120]

Hi,

The issue has once again returned and I've yet to recieve any meaningful help on the matter, nor a response following private messages. I understand bumping doesn't help but it's better than the thread rotting away.

[Kath_F]

Hi Reece120, 

Thanks for your post and apologies to hear you've not heard anything back from Lee since moving to private message in December. I can see the latest was that he had contacted the Area Field Manager and was awaiting a reply from them. I have asked Lee if there was any update on this and am waiting on a reply. 

In terms of the account itself, I've gone to take a look at things currently but am unable to locate the account based on your Forum credentials. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,