Virgin Media Community

[lglynn]

Hi, I have been having issues since moving onto the SH4

Despite the increased speed, the internet is LESS usable. BB isn't good for gaming, VoIP, working remotely or live streaming due to the high packet loss and latency spikes. 

How can I get this rectified? 

Thanks

[lorc123]

I'm not a VM support staff member, just a virgin media customer, however from what i've read about 100s of others including myself having the same problem, the only fix is to wait until the lockdown is over and the network can handle the number of users on it, or switch to a different ISP. 

People have been having these packet loss issues since early March, and nothing has been solved. The same users then switched to a different provider, and guess what they had normal latency and packet loss quality again. 

[lglynn]

Just tried to play online. What a waste of time

Imagine if my payments were as erratic, I am sure you would soon take action against me!

 

[Andruser]

The BQM shows that you DON'T have a problem of congestion (over-utilisation in Virgin Media speak), but it DOES show that you have a very poor quality line with either power or noise problems.  I would advise you don't waste your time dealing with VM's incompetent offshore call centre whose service is truly appalling (but cheap for VM, and if customers don't like, hey, who cares?).

Hold on here for the helpful forum staff to pick this up and advise on next steps.  We could do a bit more amateur diagnostics with the contents of your hub's status pages, but the BQM shows a serious problem that will need a technician visit to fix.  

Unfortunately you made a mistake having the Hub 4 - because this uses higher modulation rates this is far less tolerant of line conditions and noise than the Hub 3, and requires a materially higher SNR to work.  I'm not sure this is understood by everybody at VM, and clearly the company don't do any checks on the customer's connection before sending the devices out.

[lglynn]

Obligatory BQM picture after the latest dropout. I shall follow up with the logs off the SH4

[lglynn]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

1	139000000	1.799999	40.366287	QAM256	1
2	147000000	1.900002	38.983261	QAM256	2
3	155000000	1.299999	40.946209	QAM256	3
4	163000000	1.099998	40.366287	QAM256	4
5	171000000	0.900002	40.366287	QAM256	5
6	179000000	0.599998	40.946209	QAM256	6
7	187000000	0.200001	40.366287	QAM256	7
8	195000000	-0.099998	40.946209	QAM256	8
9	203000000	-0.099998	40.366287	QAM256	9
10	211000000	-0.200001	40.366287	QAM256	10
11	219000000	-0.299999	40.366287	QAM256	11
12	227000000	-0.700001	40.366287	QAM256	12
13	235000000	-1.299999	40.366287	QAM256	13
14	243000000	-1.799999	38.983261	QAM256	14
15	251000000	-2.299999	38.983261	QAM256	15
16	259000000	-2.299999	38.983261	QAM256	16
17	267000000	-2.099998	38.983261	QAM256	17
18	275000000	-1.599998	38.983261	QAM256	18
19	283000000	-1.400002	40.366287	QAM256	19
20	291000000	-1.299999	40.366287	QAM256	20
21	299000000	-1.200001	38.605377	QAM256	21
22	307000000	-1.200001	38.983261	QAM256	22
23	315000000	-1.700001	38.983261	QAM256	23
24	323000000	-1.799999	38.983261	QAM256	24
25	363000000	-2.299999	38.983261	QAM256	25
26	371000000	-3.599998	38.983261	QAM256	26
27	379000000	-4.400002	38.983261	QAM256	27
28	387000000	-4.400002	38.605377	QAM256	28
29	395000000	-4.500000	38.605377	QAM256	29
30	403000000	-4.599998	38.605377	QAM256	30
31	411000000	-4.900002	38.605377	QAM256	31

3.0 Downstream channels

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

1	Locked	0	0	0
2	Locked	198581647	0	0
3	Locked	201673200	0	0
4	Locked	730579315	0	0
5	Locked	199600626	0	0
6	Locked	197055739	0	0
7	Locked	202052418	0	0
8	Locked	159089714	0	0
9	Locked	157391002	0	0
10	Locked	156482756	0	0
11	Locked	160025170	0	0
12	Locked	152193105	0	0
13	Locked	150713151	0	0
14	Locked	149425487	0	0
15	Locked	153206139	0	0
16	Locked	144301992	0	0
17	Locked	132764023	0	0
18	Locked	143524147	0	0
19	Locked	146619069	0	0
20	Locked	140671015	0	0
21	Locked	139146423	0	0
22	Locked	138563552	0	0
23	Locked	143324567	0	0
24	Locked	173041139	0	0
25	Locked	172246308	0	0
26	Locked	169346143	0	0
27	Locked	177340449	0	0
28	Locked	192277159	0	0
29	Locked	189763321	0	0
30	Locked	215181412	0	0
31	Locked	2854159497	0	0

[lglynn]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

-14.0

2061164

156

Refresh data

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

1	25800000	46.020599	5120 KSym/sec	64QAM	6
2	32600000	46.020599	5120 KSym/sec	64QAM	5
3	39400000	46.520599	5120 KSym/sec	64QAM	4
4	46200000	47.020599	5120 KSym/sec	64QAM	3
5	53700000	47.520599	5120 KSym/sec	64QAM	2

3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	1	0
5	US_TYPE_STDMA	0	0	1	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	a69834ncxv9873254k;fg87ds

Primary Downstream Service Flow

SFID	22122
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	22121
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Network LogTime Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:49	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:13	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:21	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:45	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:00:13	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:26	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 12:50:24	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 13:13:44	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

[Chris_W1]

HI lglynn, please let us know how it goes Chris