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CypharXIII
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Message 1 of 5
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New customer can't stay connected in online games.

I just switched over to virgin (5 days as of this post) to get a better service to game and stream at the same time. But currently I've yet to be able to stay connected to a game for longer that 5 mins before getting kicked, even without streaming (xbox/ps4/switch/PC). Having looked into the problem SH3 has been known for (puma chipset), I've purchased a second hand SH2AC to hopefully fix this problem but can't get it to even connect. I suspect this will need to be activated from VM's side for this to work. I also have used 'thinkbroadband' to monitor the latency and there seems to be 'noise' on the line (see below). Another solution was also meant to be the firmware version be updated to .608+ which mine is .116v. I've tried everything my end to try an solve this problem and have gotten nowhere.

Any help?Screenshot_2018-11-03 Broadband Quality Monitor thinkbroadband.png

The red was when I was trying to switch over to the SH2AC, however the yellow spikes have been like this since the beginning.

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CypharXIII
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Message 2 of 5
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Re: New customer can't stay connected in online games.

Also every console has been wired directly and via a network switch.

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DaveM
Problem sorter
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Message 3 of 5
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Re: New customer can't stay connected in online games.

You won't get the 2AC to work as Virgin won't activate it, you bought a doorstop.

Post your power levels to see if there's anything obvious.

Open the hub GUI http://192.168.0.1 In modem mode http://192.168.100.1

Don't log in, just click the Router Status button or the text that says Router Status.

Copy and paste the downstream and upstream levels.

Post the logs as well.

Dave

"The late great Douglas Adams: A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
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CypharXIII
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Message 4 of 5
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Re: New customer can't stay connected in online games.

I thought that might be the case for the 2AC.

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

12587500003.240.3256 qam16
2218750000540.9256 qam11
32027500005.540.9256 qam9
4282750000340.3256 qam19
5274750000340.3256 qam18
62667500003.240.3256 qam17
72507500003.540.3256 qam15
82427500003.540.3256 qam14
92347500004.340.9256 qam13
10178750000640.9256 qam6
111707500005.940.3256 qam5
12194750000640.9256 qam8
132267500004.540.3256 qam12
142107500005.540.3256 qam10
151867500005.940.9256 qam7
164267500001.940.3256 qam28
174187500001.438.6256 qam27
184107500000.738.9256 qam26
19402750000340.3256 qam25
20322750000340.3256 qam24
21314750000340.3256 qam23
22306750000340.3256 qam22
232987500002.740.3256 qam21
24290750000340.3256 qam20

 

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

239400000ATDMA45.364 qam64000005120
425800000ATDMA45.364 qam64000005120
332600000ATDMA45.364 qam64000005120
146200000ATDMA45.364 qam64000005120

 

Network LogDate And Time Error Number Event Description

1970-01-01 00:01:18.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:32.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 14:06:31.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 14:06:45.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 16:00:23.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 16:24:15.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 16:24:15.0068010600DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-29 19:00:12.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:37.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:19.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:34.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:21.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:36.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-30 21:26:53.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-30 21:38:10.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-30 21:38:10.0068010600DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-31 04:46:37.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tonycv51
Fibre optic
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Message 5 of 5
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Re: New customer can't stay connected in online games.

You need the new firmware but even then if you're a gamer who live streams VM may not have been a good choice.  Probably worth ringing to cancel and see if they can push the firmware to you

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