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SymTax
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Less than half advertised speed and very unstable connection

Afternoon

I'm on the M200 package for a couple of months now. The speeds initially were very good, almost at the maximum of what my package could offer. Since then, everthing has slowly gone downhill and quite often speed tests I conduct are around the 75mbps range instead of the 200 of my package. 

I didn't really have the time to report it previously but I've started gaming a little more and noticed that the stability of my connection is atrocious. While I don't disconnect, sometimes I struggle to even load a youtube video or watch a livestream in 1080p without it buffering loads. I've also noticed that my ping in games is not stable at all. It suits around 35-40 before spiking to 150+ every few seconds, essentially causing me to 'rubberband' everywhere. 

I was previously with BT before switching to Virgin and while DL speeds were slower, the stability of the connection was perfect and never showed any issues like I'm having now. 

I will add that the virgin wall socket seems very old. The previous tenants had cables that looked like something from the 1990s. The socket itself has no virgin branding on it, although it had a loose 'box' inside to connect everything to. 

Any help would be appreciated, as I'm a little stuck on where to go with getting this sorted.   

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7807a38621ad7b94ca16374ef083f6d04b61a482

Downstream bonded channels

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

172300000021.538256 qam40
253900000019.637256 qam17
35470000002037256 qam18
455500000020.337256 qam19
556300000020.337256 qam20
657100000020.438256 qam21
757900000020.538256 qam22
858700000020.338256 qam23
959500000020.538256 qam24
106030000002138256 qam25
1161100000020.938256 qam26
1261900000020.938256 qam27
1362700000021.338256 qam28
146350000002137256 qam29
1564300000020.937256 qam30
1665100000021.138256 qam31
1765900000021.138256 qam32
1866700000021.538256 qam33
1967500000021.938256 qam34
206830000002238256 qam35
2169100000021.938256 qam36
2269900000022.138256 qam37
2370700000021.938256 qam38
2471500000021.438256 qam39



Downstream bonded channels

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

1Locked38.9290
2Locked37.66720
3Locked37.35580
4Locked37.63290
5Locked37.62350
6Locked38.62240
7Locked38.61160
8Locked38.6730
9Locked38.6860
10Locked38.6740
11Locked38.9600
12Locked38.6600
13Locked38.6310
14Locked37.6350
15Locked37.6390
16Locked38.6380
17Locked38.6280
18Locked38.6450
19Locked38.6419
20Locked38.6470
21Locked38.9420
22Locked38.9390
23Locked38.9500
24Locked38.6390

 

Upstream bonded channels

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

14620000032.3512064 qam3
23940000032.3512064 qam4
35370000032.3512064 qam2
46030000932.3512064 qam1

 

 

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SymTax
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Re: Less than half advertised speed and very unstable connection

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
sfd;kfoA,.iyewrkldJKDHSUBsgvc



Primary Downstream Service Flow

SFID15144
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15143
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

22/02/2021 18:40:26Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 20:30:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:58:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 18:58:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 10:22:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 06:58:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 06:58:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 10:40:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 18:58:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 18:58:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 09:32:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 07:29:48noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 07:29:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 05:34:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 17:26:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 17:26:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 10:34:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 04:08:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 04:08:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 04:08:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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carl_pearce
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Re: Less than half advertised speed and very unstable connection

Downstream power levels double out of spec (-6 to +10 is in spec, 0dB optimal).

Upstream power levels near the lowest level considered 'OK'.

You also appear to be in an oversubscribed/utilized area, so fixing the above two issues, with an engineer visit, may not help:

carl_pearce_0-1614033584200.png

 

SymTax
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Re: Less than half advertised speed and very unstable connection

Appreciate your reply, thank you.

Would an engineer visit to correct the power levels make any noticeable difference, either now or in the future? 

I fully understand that not much can be done about being in an oversubscribed area, which is a shame.

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Andruser
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Re: Less than half advertised speed and very unstable connection

I've flagged your post for forum staff to advise - they should be able to book a technician to fix the dreadful power levels (or advise if there's a area fault).  But Carl is correct, with better power levels the connection should be more robust, but the poor latency will remain.  Chances are this is due home working and schooling etc during lockdown so the problem will hopefully resolve itself when we get back to some semblance of normality.  Because of the underlying technology and contention choices, VM are far worse affected than Openreach (although that isn't to say that there are no lockdown-related issues for Openreach).

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Megan_L
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Re: Less than half advertised speed and very unstable connection

Hi SymTax,

Thanks for your post, I am sorry you're having this issue with your broadband services recently. I can appreciate how frustrating this must be for you.
I have had a look at your services on my side and can see there is an area outage, which is regarding congestion on the lines. 
This is due to be fixed - 26th Feb 2021 - but please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you. You can continue to use the forums to get updates on this if you wish, we will be happy to help in anyway we can.
Thanks, 
Megan_L
 

SymTax
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Re: Less than half advertised speed and very unstable connection

Thanks for the input from both of you, its very much appreciated.

Megan_L, is the area outage something that once fixed, I would see a noticeable change in internet quality and stability?

Also previous replies have mentioned dreadful power levels. Would this also correct those, or does that require a technician to visit the property and look fix separately to the area outage?

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Megan_L
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Re: Less than half advertised speed and very unstable connection

Hi SymTax, 

Thanks for coming back to me about this, once the outage has been completed - barring any other network issues - your services should be noticeably smoother and efficient. So if you can be patient and hunker down whilst the work is being done the reward will be good 🙂 

As for the power levels, it's hard to tell to be honest. You could have been having power level issues before this started, and the congestion is making the situation worse. Or it could just be solely down to the maintenance work. The only thing we can do with this is to wait until its completed and do a health check on your services. If you do still have these issues afterwards then it will certainly need an engineer visit to rectify, which we will happily pop in place!

I hope this clarifies things for you, if you have any more questions just fire away and I'll help as much as possible 🙂

Thanks,

Megan_L

SymTax
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Re: Less than half advertised speed and very unstable connection

Thank you for such a prompt reply!

More than happy to hunker down and wait to see if the expected work resolves everything, not as if I can really go out anywhere in the meantime 😭

I'll update this thread in the near future if my issues still persist. 

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Megan_L
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Re: Less than half advertised speed and very unstable connection

Thanks SymTax, 

We will be here for you if you need further help or just an update 🙂

Your welcome and try to have a nice week ahead!

Thanks,

Megan_L