Virgin Media Community

[Danielgg92]

Hello,

Another post about high latency and ping spikes. Recently ( a couple of months now) our connection has been terrible. On games and online my ping is so erratic its unplayable i will disconnect randomly, It happens on many of my devices, Even the Tivo box will go dead for a few seconds on live tv. The router will restart itself. 

My mum called a few weeks ago about our box that's connected to our outside wall that contains two cables that go inside the house, it cracked and came away from the wall, the box is from when telewest were around. She spoke to a lady on the phone, that explained there was a fault in my area and they would send someone that was working in the area to come have a look at it for us but we have heard/seen nothing since. We did have a engineer come at the start of the year i think it was to fix our phone line as the phone line went dead completely. 

I'm not entirely sure when the connection issues started I know it started before Covid happened and has got worse since, i will upload my router logs.

Many thanks, 
 Dan

[Danielgg92]

Downstream bonded channels

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

1	299000000	1.4	40	256 qam	21
2	139000000	1.7	40	256 qam	1
3	147000000	1.5	40	256 qam	2
4	155000000	1.7	40	256 qam	3
5	163000000	1.5	40	256 qam	4
6	171000000	1.7	40	256 qam	5
7	179000000	1.7	40	256 qam	6
8	187000000	1.5	40	256 qam	7
9	195000000	1.5	40	256 qam	8
10	203000000	1.4	40	256 qam	9
11	211000000	1.4	40	256 qam	10
12	219000000	1.2	40	256 qam	11
13	227000000	0.7	40	256 qam	12
14	235000000	0.2	40	256 qam	13
15	243000000	-1	40	256 qam	14
16	251000000	0	40	256 qam	15
17	259000000	0.7	40	256 qam	16
18	267000000	0.7	40	256 qam	17
19	275000000	0.7	40	256 qam	18
20	283000000	1.2	40	256 qam	19
21	291000000	1	40	256 qam	20
22	307000000	1.9	40	256 qam	22
23	315000000	2	40	256 qam	23
24	323000000	2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	10	0
2	Locked	40.9	8	0
3	Locked	40.3	20	0
4	Locked	40.9	46	0
5	Locked	40.9	8	0
6	Locked	40.9	21	0
7	Locked	40.3	29	0
8	Locked	40.9	20	0
9	Locked	40.9	21	0
10	Locked	40.3	8	0
11	Locked	40.9	7	0
12	Locked	40.9	12	0
13	Locked	40.3	6	0
14	Locked	40.3	7	0
15	Locked	40.3	15	0
16	Locked	40.3	26	0
17	Locked	40.3	9	0
18	Locked	40.3	13	0
19	Locked	40.9	9	0
20	Locked	40.3	4	0
21	Locked	40.3	10	0
22	Locked	40.9	18	0
23	Locked	40.3	23	0
24	Locked	40.9	6	0

[Danielgg92]

Upstream bonded channels

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

1	60300034	4.2	5120	64 qam	1
2	39400026	4	5120	64 qam	4
3	46200019	4.05	5120	64 qam	3
4	53700002	4.2	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

[Danielgg92]

22/05/2020 13:44:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 17:47:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 16:41:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 13:42:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:34:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:34:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:33:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:33:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:30:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:30:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:22:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Lisa_CC]

Hi Danielgg92,

Sorry to hear about your broadband issues. I've had a look at your network details and cannot find any problems with it. Can I ask how you're connecting your devices? Are they via WiFi or wired connection? 

Also when the Hub restarts itself, what do the Hub lights show and how frequent does it happen? Please give us more information so we can help.

Thanks,

Lisa

[Danielgg92]

Hi Lisa,

My pc that I game on is connected directly to the hub by ethernet and there are various decides connected by WiFi. There is no loss of speed on the wired pc or other WiFi devices.

So far to eliminate hardware issues on my side I have:

• used a different ethernet cable
• factory reset the router
• put the hub in modem mode and connected a 3rd party router with no improvements.
• made sure windows is fully up to date and the drivers for my network card are up to date.
• the ping is erratic in all games so is not a game server issue.

As stated in my first post, this has been a fairly recent issue and I have had no issues previously with exactly the same hardware setup. It would appear to be a problem on virgin's side as the ping is even more and erratic and unstable in the evening, when there would be high numbers of people online.

The hub hasn't restarted for a while now but it would normally act like it was just turned off and on again with the normal load up.

Thanks

[Steven_L]

Hey Danielgg92,

I have looked into your account and can see that there is a congestion issue in your area that was discovered on 28th May and the estimated fix time for this is 2nd June @10am.

The fault would explain the issues that you've been having with ping spikes and lost connections, you may also see intermittent issues at the moment along with your BB issues:  Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this for you.

Regards

Steven_L

[Danielgg92]

Hello, 

It has been 4 days since the estimated fix and I was wondering if there was an update. There has been no improvement since the estimated fix date and if anything, it is now worse.

Please see my Broadband Quality Monitor from thinkbroadband graphs down below. 

Snapshot of the last 24 hours

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f80877452905e08bb6b17f08118645497fcc0eb9-06-06-2020

 Live graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/92d5817d886b07d95b326136ca2e8b762d26bb14

[Alex_RM]

Hi Danielgg92,

I'm sorry you're still experiencing issues.

I've checked and I can see the estimated fix date for the SNR issue has changed to the 15th June, I'm very sorry for the delay.

Alex_Rm

[Danielgg92]

Hello, 

It has been a week now since the estimated fix date and there is still no improvement at all. I was wondering if there was another update to this fix date? This is getting rather silly now. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb3e7a13473c624996a784859337f58518cfe58b-23-06-2020

This is my Bqm graph for today. 

Thanks