Virgin Media Community

[williambonomo]

Well, just as many of us in the community, I'm getting horrible latency since last Friday (20/03). Day-to-day use apparently fine but when gaming both CS:GO or Call of Duty MW are horrible, ping spikes every 30 seconds. 

Please, see below the last two days of BQM (I'm monitoring since 22/03).

25/03

*Continuos red after 12pm was when I tried to test in modem mode, it didn't work at all.

26/03

As you can see it's becoming worse.

I've tried:

• Restart VM Hub by more than 5 minutes;
• Run in modem mode;
• Disconnect everything leaving only my computer with a wired connection;
• Change the network cable;
• Test with a laptop with a wired connection.

Hub firmware version: 9.1.1811.401

PS.: I was looking around the building and I saw a few junction boxes with cables and wires exposed. Not sure if belongs to VM.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	458750000	Locked
Ranged Upstream Channel (Hz)	45799996	Locked
Provisioning State	Online

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

1	458750000	-2.2	38	256 qam	32
2	218750000	0.7	38	256 qam	11
3	226750000	0.5	38	256 qam	12
4	234750000	0.2	38	256 qam	13
5	242750000	0	40	256 qam	14
6	250750000	0	38	256 qam	15
7	258750000	-0.2	40	256 qam	16
8	266750000	-0.5	38	256 qam	17
9	274750000	-0.5	38	256 qam	18
10	282750000	1	40	256 qam	19
11	290750000	1.2	40	256 qam	20
12	298750000	1	38	256 qam	21
13	306750000	0.9	40	256 qam	22
14	314750000	0.9	40	256 qam	23
15	322750000	0.7	40	256 qam	24
16	402750000	-2	40	256 qam	25
17	410750000	-2	40	256 qam	26
18	418750000	-1.7	38	256 qam	27
19	426750000	-1.5	40	256 qam	28
20	434750000	-1.9	38	256 qam	29
21	442750000	-2	40	256 qam	30
22	450750000	-2	40	256 qam	31
23	466750000	-2.5	40	256 qam	33
24	474750000	-2.5	40	256 qam	34

Downstream bonded channels

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

1	Locked	38.9	18	0
2	Locked	38.6	3268	0
3	Locked	38.6	2190	0
4	Locked	38.9	1467	0
5	Locked	40.3	949	0
6	Locked	38.9	656	0
7	Locked	40.3	459	0
8	Locked	38.9	298	0
9	Locked	38.9	154	0
10	Locked	40.3	51	0
11	Locked	40.9	27	0
12	Locked	38.9	16	0
13	Locked	40.3	40	0
14	Locked	40.3	16	0
15	Locked	40.3	10	0
16	Locked	40.3	19	0
17	Locked	40.3	36	0
18	Locked	38.9	24	0
19	Locked	40.3	16	0
20	Locked	38.9	45	0
21	Locked	40.3	24	0
22	Locked	40.3	16	0
23	Locked	40.3	45	0
24	Locked	40.3	28	0

Upstream bonded channels

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

1	45799996	4.625	5120	64 qam	1
2	53699979	4.625	5120	64 qam	4
3	27400002	4.475	5120	64 qam	3
4	35800000	4.475	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	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[williambonomo]

Network Log

Time Priority Description

26/03/2020 18:31:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 21:42:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 12:16:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 12:16:40	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 12:00:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:51:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:42:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:42:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:42:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:42:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 13:42:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 20:23:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 16:56:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 14:23:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 14:23:12	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 18:41:54	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 23:22:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 18:30:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 18:30:42	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 18:01:8	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nased]

Same problem here. It is Virgin media cables issue, if they will not put all new infrastructure then it will be like that forever. I would say change your broadband supplier but then again... Virgin is the only one "best". I wish my previous supplier from Poland was here. I feel like the best connection you can get in UK is the worst you can get in my country. Cheers. 

[williambonomo]

Yes, I'm thinking in give a try on another company but I'm concerned about how much I'll pay to close my contract.

[Phil_C1]

Hi,

Virgin Media tech here, does this happen in all applications or just the 2 you have specified? Also how long did you push the reset button in for? Check all connections are tight to the point you cant unscrew it with your fingers do this at every point the cable has a connection and make sure there is no sharp bends in the cable or nothing crushing the cable. the bend radius of a standard cable shouldn't be any more than a coke can.

Cheers,

Phil

[williambonomo]

Hi Phil,

Only games and RDP are perceptible, sometimes streaming drops quality. However, I'm also an I.T person and we both know that there are a few protocols that can work fairly well with high latency and dropped packets, apart of video games, RDP etc...

The minimum bend radius that I have is the size of a football ball. 

I haven't reset the router, only restarted by/more than 5 minutes.

[RedGooner]

I work in IT Support, and supporting my user base from home. So far I have NOT had one issue with VM.

At the moment we have 2 working from Home, via different VPNs, with 1 PS4 and 1 Xbox.

My Laptop and PC are connected via Cat6 Cable, to my own router. All others connect via Wifi. I am remoted into my Work PC via RDP for 12 Hours a day.

Not had any lag or drop outs at all. So far its been great, so well done VM.

[williambonomo]

Very useful information. Many thanks.

[Nased]

Either way, a customer should not spend hours or days to figure out what is wrong. Supplier should do the job properly at first place, and any faults should be resolved ASAP and with care. With companies like this, they can't even control their own managers, and what about regular workers? It's very sad. It's like you get a car for 10.000 and then you have to replace engine and all wires because it doesn't work, come on... They should treat customers like they would be treated. They don't because they have almost a monopol for internet. They can do what they want. Probably noone will open new business now, everyone is waiting for 5G. But as far as I know from my own experience, if companies like Virgin starts to play with new technologies, they fail all the time. It have to be new New. 

[TonyDc]

Hope you find answers, I am having the same problems. I wonder if upgrading from 200 to 350mb pack would help with traffic management and thus improve the latency problems we all have?