Virgin Media Community

[ozgurcan]

So for the past 2 months or so i keep getting packet loss which is causing lag when im gaming.

so this started when construction work started in my flats so this might be affecting my connection? Even if this is causing my internet to lag virgin media should do something about it no? Im still paying full price.

I had an engineer booked in came in for like 5 mins and said theres an area fault would be fixed during the week but its still going on…

here are my power levels:

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

1	203000000	5.6	37	256 qam	9
2	211000000	5.8	37	256 qam	10
3	219000000	5.4	37	256 qam	11
4	227000000	5.1	37	256 qam	12
5	235000000	4.9	37	256 qam	13
6	243000000	4.6	37	256 qam	14
7	251000000	4.4	37	256 qam	15
8	259000000	4.5	37	256 qam	16
9	267000000	4.1	37	256 qam	17
10	275000000	4	37	256 qam	18
11	283000000	3.7	37	256 qam	19
12	291000000	3.7	37	256 qam	20
13	299000000	3.5	37	256 qam	21
14	307000000	3.5	37	256 qam	22
15	315000000	3.7	37	256 qam	23
16	323000000	3.5	37	256 qam	24
17	331000000	3.5	37	256 qam	25
18	339000000	3.4	37	256 qam	26
19	347000000	3.2	37	256 qam	27
20	355000000	3.2	37	256 qam	28
21	363000000	3.5	37	256 qam	29
22	371000000	3.5	38	256 qam	30
23	379000000	3.4	37	256 qam	31
24	387000000	2.9	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	23	0
2	Locked	37.6	16	0
3	Locked	37.6	8	0
4	Locked	37.6	5	0
5	Locked	37.6	25	0
6	Locked	37.6	27	0
7	Locked	37.3	19	0
8	Locked	37.3	17	0
9	Locked	37.6	21	0
10	Locked	37.3	43	0
11	Locked	37.3	24	0
12	Locked	37.6	14	0
13	Locked	37.3	31	0
14	Locked	37.3	15	0
15	Locked	37.6	34	0
16	Locked	37.3	9	0
17	Locked	37.6	23	0
18	Locked	37.6	30	0
19	Locked	37.3	26	0
20	Locked	37.6	26	0
21	Locked	37.6	24	0
22	Locked	38.6	33	0
23	Locked	37.3	10	0
24	Locked	37.6	16	0

pstream bonded channels

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

1	25799887	40.3	5120	16 qam	6
2	39400000	41	5120	64 qam	4
3	46200000	41.5	5120	64 qam	3
4	32599892	41	5120	64 qam	5

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	1	0
4	ATDMA	0	0	0	0

[Zach_R]

Hi @ozgurcan,

Thank you for your post and welcome back to our community forums. We're here to help.

I am really sorry to hear you're having some connection issues recently. Are these ongoing today?
 

If so, have you checked to make sure that there isn't a known area impacting fault that could explain this via our Service Status page? If there is, it'll detail the nature of the fault along with an estimated fix date/time that you can opt to receive email or SMS updates for.

If nothing is being reported there and your issue is ongoing, please set up and share a live BQM with us here so we can take a closer look at your connection and what's going on.

Thanks,
 

[ozgurcan]

Hi thanks for reply, the issues are still ongoing.

I have checked service status its just tells me to check my equipment is properly plugged in..

here my live bqm he can see some packet loss 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/440c6444565c54724eb7040a09946d5717c19bdb

[Andrew-G]

The hub stats you posted looked to be recently after a reboot of the hub (judging by the downstream error counts), but even so one upstream channel was dropping modulation, and you;d already incurred a T3 timeout.  The BQM latency spikes suggest that there may be some frequency of problems on the upstream, so you might want to both post the hub's network log, and repost the Downstream and Upstream data after the hub has run for 12 or 24 hours without being rebooted.  The low level packet loss on the BQM does need sorting.

[ozgurcan]

31/07/2021 12:05:6	notice	LAN login Success;CM-MAC=
30/07/2021 18:53:30	critical	No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=:c5;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 11:30:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 15:44:25	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 19:10:4	critical	No Ranging Response received - T3 time-out;CM-MAC=:1b;CMTS-MAC=:c5;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:54:10	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:53:18	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:24:15	notice	LAN login Success;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:21:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:10:48	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:06:37	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 16:06:19	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 21:51:10	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=:c5;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 15:09:15	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 09:00:40	Warning!	RCS Partial Service;CM-MAC=1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 16:37:59	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:21:6	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 06:47:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

I have done a factory default to see it it helped but no..

[ozgurcan]

Downstream bonded channels

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

1	203000000	5	37	256 qam	9
2	211000000	5.1	37	256 qam	10
3	219000000	4.6	37	256 qam	11
4	227000000	4.6	37	256 qam	12
5	235000000	4.3	37	256 qam	13
6	243000000	4	37	256 qam	14
7	251000000	3.9	37	256 qam	15
8	259000000	3.9	37	256 qam	16
9	267000000	3.5	37	256 qam	17
10	275000000	3.2	37	256 qam	18
11	283000000	3	37	256 qam	19
12	291000000	3.2	37	256 qam	20
13	299000000	3.2	37	256 qam	21
14	307000000	3.2	37	256 qam	22
15	315000000	3.2	37	256 qam	23
16	323000000	3	37	256 qam	24
17	331000000	3	37	256 qam	25
18	339000000	2.7	37	256 qam	26
19	347000000	2.7	37	256 qam	27
20	355000000	2.5	37	256 qam	28
21	363000000	2.9	37	256 qam	29
22	371000000	3	37	256 qam	30
23	379000000	2.9	37	256 qam	31
24	387000000	2.4	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	79	13
2	Locked	37.6	87	0
3	Locked	37.6	48	0
4	Locked	37.6	39	0
5	Locked	37.3	114	0
6	Locked	37.3	88	0
7	Locked	37.6	71	0
8	Locked	37.6	74	0
9	Locked	37.3	76	0
10	Locked	37.3	214	0
11	Locked	37.6	105	0
12	Locked	37.3	77	0
13	Locked	37.6	153	0
14	Locked	37.3	94	0
15	Locked	37.6	164	0
16	Locked	37.3	89	0
17	Locked	37.6	115	14
18	Locked	37.3	100	0
19	Locked	37.3	71	0
20	Locked	37.3	100	0
21	Locked	37.6	69	0
22	Locked	37.6	108	0
23	Locked	37.3	57	0
24	Locked	37.3	98	0

Upstream bonded channels

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

1	25799911	40.8	5120	16 qam	6
2	39400000	41.5	5120	64 qam	4
3	46200000	42	5120	64 qam	3
4	32599971	41.5	5120	32 qam	5

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	1	0
4	ATDMA	0	0	1	0

[Travis_M]

Hi @ozgurcan

Thanks for posting on our community forum!

I can't see any issues after running diagnostics on the hub which would cause said issues. To see how the broadband is performing and for some detail on the latency / packet loss could you set up a BQM for me and run this over 24 hours please?

Regards

[ozgurcan]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/440c6444565c54724eb7040a09946d5717c19bdb

[Travis_M]

Hi @ozgurcan

I'm going to private message you to investigate this matter further and to collect a few more details.

Please keep an eye on your inbox.

Regards

[Andrew-G]

BQM doesn't look THAT bad, network log looks normal, but you shouldn't have those post-RS errors, and the upstream modulation is all over the place, indicating something's amiss there.