on 15-12-2021 15:23
Hi
For the past few months my 200mb connection has been unusable for gaming during parts of the day due to massive spikes in ping and bursts of packet loss. My console is wired directly into the router. Can someone take a look as trying the online "diagnostics" option just tells me it busy in my area.
I have a BQM running and can be seen here
Thanks
15-12-2021 15:49 - edited 15-12-2021 15:49
Your BQM shows classic over utilisation in the area.
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on 15-12-2021 15:51
Looks like "over-utilisation", and maybe a side order of noise. A search of the forum for over-utilisation will explain what that means, and it's not good news, I'm afraid.
If you post the hub's status data for downstream, upstream and network log (as text, not screenshots) we can see if there's evidence of noise or power fault. Those faults can be fixed, but over-utilisation isn't something with any quick fix - think many months at best.
on 15-12-2021 16:04
Thanks for the replies, its been this way for over 6 months now and has been getting progressively worse over the past couple.
I will post the logs below
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 427000000 | 4.8 | 40 | 256 qam | 37 |
2 | 331000000 | 5.1 | 38 | 256 qam | 25 |
3 | 339000000 | 5.3 | 38 | 256 qam | 26 |
4 | 347000000 | 5.4 | 38 | 256 qam | 27 |
5 | 355000000 | 4.5 | 38 | 256 qam | 28 |
6 | 363000000 | 4.5 | 38 | 256 qam | 29 |
7 | 371000000 | 3.5 | 38 | 256 qam | 30 |
8 | 379000000 | 3.5 | 38 | 256 qam | 31 |
9 | 387000000 | 3.7 | 38 | 256 qam | 32 |
10 | 395000000 | 3.4 | 38 | 256 qam | 33 |
11 | 403000000 | 4.4 | 38 | 256 qam | 34 |
12 | 411000000 | 4.1 | 38 | 256 qam | 35 |
13 | 419000000 | 4.1 | 38 | 256 qam | 36 |
14 | 435000000 | 4 | 40 | 256 qam | 38 |
15 | 443000000 | 4.4 | 40 | 256 qam | 39 |
16 | 451000000 | 4.5 | 40 | 256 qam | 40 |
17 | 459000000 | 4.5 | 40 | 256 qam | 41 |
18 | 467000000 | 5 | 40 | 256 qam | 42 |
19 | 475000000 | 4.3 | 40 | 256 qam | 43 |
20 | 483000000 | 5 | 40 | 256 qam | 44 |
21 | 491000000 | 5.3 | 40 | 256 qam | 45 |
22 | 499000000 | 4.8 | 40 | 256 qam | 46 |
23 | 507000000 | 5.8 | 40 | 256 qam | 47 |
24 | 515000000 | 5 | 40 | 256 qam | 48 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 68 | 0 |
2 | Locked | 38.9 | 111 | 0 |
3 | Locked | 38.6 | 59 | 0 |
4 | Locked | 38.9 | 85 | 0 |
5 | Locked | 38.9 | 123 | 0 |
6 | Locked | 38.9 | 198 | 0 |
7 | Locked | 38.9 | 292 | 0 |
8 | Locked | 38.9 | 231 | 0 |
9 | Locked | 38.6 | 387 | 157 |
10 | Locked | 38.6 | 389 | 0 |
11 | Locked | 38.9 | 83 | 0 |
12 | Locked | 38.6 | 106 | 0 |
13 | Locked | 38.9 | 113 | 0 |
14 | Locked | 40.3 | 124 | 0 |
15 | Locked | 40.3 | 72 | 0 |
16 | Locked | 40.9 | 66 | 0 |
17 | Locked | 40.3 | 51 | 0 |
18 | Locked | 40.9 | 60 | 0 |
19 | Locked | 40.3 | 161 | 0 |
20 | Locked | 40.3 | 55 | 0 |
21 | Locked | 40.3 | 151 | 0 |
22 | Locked | 40.3 | 99 | 0 |
23 | Locked | 40.3 | 49 | 0 |
24 | Locked | 40.3 | 231 | 0 |
on 15-12-2021 16:05
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 53700000 | 48.5 | 5120 | 64 qam | 2 |
2 | 39400000 | 48.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 48.5 | 5120 | 64 qam | 3 |
4 | 60300000 | 48.5 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 15 | 0 |
2 | ATDMA | 0 | 0 | 23 | 2 |
3 | ATDMA | 0 | 0 | 17 | 1 |
4 | ATDMA | 0 | 0 | 4 | 0 |
Network Log
Network Log
Time | Priority | Description |
15/12/2021 15:56:18 | notice | LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 22:59:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 09:56:54 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
14/12/2021 09:56:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
10/12/2021 23:54:8 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
10/12/2021 21:56:54 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
10/12/2021 21:56:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=b;CM-QOS=1.1;CM-VER=3.0; |
08/12/2021 14:27:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:56:54 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:56:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:28:32 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:28:2 | Warning! | TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:28:2 | Warning! | Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:25:55 | critical | No Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:25:12 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:23:11 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:21:41 | Warning! | RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:21:36 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
07/12/2021 09:21:34 | Warning! | Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
06/12/2021 11:58:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
on 15-12-2021 16:55
The downstream error count indicates there's at most a week or so's run time, possibly quite a lot less, and in that time there's too many post-RS (uncorrectable) errors on channel 9. As that's a single specific frequency it usually means external radio signal ingress to the coax network through a poor joint or faulty cable. The upstream is worse, with far too many T3 and T4 timeouts.
I'll flag this for the forum staff to take a look and advise, they may need to book a technician to fix the connection. That should improve the BQM, but by how much only time will tell.
on 15-12-2021 17:05
Thanks so much for taking a look.
Looking back through the BQM graphs it looks like the connection completely dropped out on the 7th which i guess could be the short run time?
on 15-12-2021 17:42
Hi @isaccie
Thank you so much for your post and I am so sorry to hear that this has happened!
Also a big thank you to our community members for their help and advise here.
I have checked your account and I can see that there is an outage in your area at the moment that could be affecting your services.
The estimated fix time for this unfortunately not until December 28th at 12pm. I'm so sorry this is a while a way but it does mean we will be working to resolve connection issues in your area now.
Are you able to let us know how things are looking after this fix date?
Thank you.
on 15-12-2021 18:09
Hi
Thanks for your reply.
Like I posted above this has been an issue for over 6 months so i'm unsure that a current outage is the issue however I am willing to wait until the 28th to see if the issue gets resolved.
on 15-12-2021 19:59
Given that the problem has been going on for so long, that suggests that rather than an "outage" it is fact over-utilisation, and if that's the case then the fix date has been plucked from somebody's backside and could be met but is singularly unlikely to be. If the latest data is missed, or even if you've now had enough of promises that mean nothing, would you want to switch ISP?
I ask because there's steps you can take to ensure that if you're in contract you will be released without early exit fees, and you might want to get your ducks in a row now. And you might want to consider whether you want compensation if you've been messed around for six months - again there's a process for getting that.