Virgin Media Community

[Timmyob]

Hello I am a new customer, coming over from a 8mb ADSL connection to Virgin who are offering 100mbs

The download speeds I get are brilliant however when gaming it's unplayable due to the latency being very very poor, not what I'd expected from a company who boast such a great service and speed. Things are so bad to the point that Im begining to regret joining and would not feel comfortable recommending the service to neighbors

I have set up a BQM for you to asses, any ideas on how this can be fixed

https://www.thinkbroadband.com/broadband/monitoring/quality/share/268ea365a17b3c8bf2d34603d0e19bddc2...

[Andruser]

We'll need a full 24 hour BQM trace to be sure, but that early few hours looks like "over-utilisation", which means VM's network can't cope with traffic volumes.  The giveaway is if the latency massively improves after half-midnight, and then turns to sludge come around half eight tomorrow morning.  But before doing anything let's wait and see, as there can be other causes.

In the meantime, connect to the hub by clicking on this link http://192.168.0.1/  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.  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.

[Timmyob]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 499000000 3.7 37 256 qam 12
2 411000000 4.5 37 256 qam 1
3 419000000 4 37 256 qam 2
4 427000000 4 37 256 qam 3
5 435000000 4.5 37 256 qam 4
6 443000000 4.9 37 256 qam 5
7 451000000 5 37 256 qam 6
8 459000000 4.9 37 256 qam 7
9 467000000 4.6 37 256 qam 8
10 475000000 4.5 37 256 qam 9
11 483000000 4.5 37 256 qam 10
12 491000000 4 37 256 qam 11
13 507000000 4.1 37 256 qam 13
14 515000000 4.9 37 256 qam 14
15 523000000 5 37 256 qam 15
16 531000000 4.5 37 256 qam 16
17 539000000 4.4 37 256 qam 17
18 547000000 4.5 37 256 qam 18
19 555000000 5 37 256 qam 19
20 563000000 4.5 37 256 qam 20
21 571000000 3.9 37 256 qam 21
22 579000000 4.3 37 256 qam 22
23 587000000 4.9 37 256 qam 23
24 595000000 5.3 37 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 3503 0
2 Locked 37.3 3767 0
3 Locked 37.6 3017 0
4 Locked 37.6 2656 0
5 Locked 37.6 2459 0
6 Locked 37.3 2279 0
7 Locked 37.6 2291 0
8 Locked 37.6 2323 0
9 Locked 37.6 2799 0
10 Locked 37.6 3023 0
11 Locked 37.6 3449 0
12 Locked 37.6 4009 0
13 Locked 37.6 3815 0
14 Locked 37.3 3133 0
15 Locked 37.3 2108 0
16 Locked 37.3 2203 0
17 Locked 37.3 2129 0
18 Locked 37.6 1661 0
19 Locked 37.6 1326 0
20 Locked 37.3 1408 0
21 Locked 37.6 990 0
22 Locked 37.6 708 0
23 Locked 37.3 634 0
24 Locked 37.6 380 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300017 42.5 5120 64 qam 1
2 39399988 42.5 5120 64 qam 4
3 46200000 42.5 5120 64 qam 3
4 53700004 42.5 5120 64 qam 2

• 
  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

Network Log
Time Priority Description
27/01/2021 11:45:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 00:52:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 16:37:19 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 12:43:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 09:23:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks for responding I have copied in all of the text, hope this is okay

[Andruser]

Yep, thanks.  All stats appear to be withing acceptable ranges.  There's a load more of the network log, but based on the few lines I can see and the other data I doubt that will show anything amiss.

So it comes back to the BQM, and the prospect of over-utilisation.

[Timmyob]

Thanks for getting back mate, so once the data is in is there anything I can do from here, I'm guessing not 😕