Virgin Media Community

[TR1GGZ3]

Hello,

over the last month I have been having several packet loss when gaming. Playing any online fps games and I seem to have this issue.

I’m Ethernet connected on a gaming pc and download is 500mbsp and upload 45mbps.

the packet loss is so sever it pretty much renders most online games unplayable.

any tips on how to get this sorted? I use my virgin hub as a modem due to having a mesh Wi-Fi system and my Ethernet is direct to the modem.

never had the issue before and have checked everything possible my end,thanks 

[Adduxi · Accepted solution]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Also post your power level and network log from the Hub, and consider setting up a BQM here www.thinkbroadband.com/ping

Once done we can comment.

[TR1GGZ3]

Hello,

thanks for the response, I will check faults tomorrow on my line, how do I get power level and network log from my hub? 

I only use the virgin hub as a modem due to having a Wi-Fi mesh system,

thanks 

[TR1GGZ3]

Just checked no local issues,

thanks 

[Adduxi]

---

@TR1GGZ3 wrote:

Hello,

thanks for the response, I will check faults tomorrow on my line, how do I get power level and network log from my hub?  <snip>

---

Log onto the Hub 192.168.100.1 (as you are in modem mode), look for the Router Status link.  Post the information from the Downstream, Upstream and Network tabs.  Just copy and paste the text into several posts.

[TR1GGZ3]

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

1	395000000	-2.4	40	256 qam	33
2	219000000	-2.2	40	256 qam	11
3	227000000	-2.5	38	256 qam	12
4	235000000	-2.7	38	256 qam	13
5	243000000	-3	38	256 qam	14
6	251000000	-3	40	256 qam	15
7	259000000	-2.7	38	256 qam	16
8	267000000	-2.4	38	256 qam	17
9	275000000	-2.4	40	256 qam	18
10	283000000	-2.2	40	256 qam	19
11	291000000	-2.2	40	256 qam	20
12	299000000	-2	38	256 qam	21
13	307000000	-2	40	256 qam	22
14	315000000	-1.9	38	256 qam	23
15	323000000	-1.9	38	256 qam	24
16	331000000	-2	40	256 qam	25
17	339000000	-1.9	40	256 qam	26
18	347000000	-2	40	256 qam	27
19	355000000	-2	40	256 qam	28
20	363000000	-2	40	256 qam	29
21	371000000	-2.2	40	256 qam	30
22	379000000	-2.2	38	256 qam	31
23	387000000	-2.4	40	256 qam	32
24	403000000	-2.2	40	256 qam	34

Downstream bonded channels

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

1	Locked	40.9	136	0
2	Locked	40.3	77	0
3	Locked	38.6	83	0
4	Locked	38.9	113	0
5	Locked	38.9	81	0
6	Locked	40.3	112	0
7	Locked	38.9	91	0
8	Locked	38.9	88	0
9	Locked	40.3	99	0
10	Locked	40.3	82	0
11	Locked	40.3	67	0
12	Locked	38.9	72	0
13	Locked	40.3	74	0
14	Locked	38.9	107	0
15	Locked	38.9	86	13
16	Locked	40.3	89	0
17	Locked	40.3	117	0
18	Locked	40.9	118	0
19	Locked	40.3	88	0
20	Locked	40.3	110	0
21	Locked	40.3	149	0
22	Locked	38.9	123	0
23	Locked	40.3	108	0
24	Locked	40.3	99	0

[TR1GGZ3]

pstream bonded channels

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

1	60300000	37.5	5120	64 qam	1
2	39400000	36	5120	64 qam	4
3	46200000	36	5120	64 qam	3
4	53700000	37	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	4	0

[TR1GGZ3]

Network Log

Time Priority Description

06/02/2022 14:01:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 03:59:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:54:50	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:54:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 19:20:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 06:54:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 06:54:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2022 22:58:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 18:54:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 18:54:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2022 01:44:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:42:58	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:42:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2022 15:44:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2022 04:06:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2022 04:06:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 03:12:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 16:06:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 16:06:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 15:38:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Your stats are all in range and nothing sticks out as a problem.   Can you post the link to the "shared" BQM if you have set one up yet ?

[TR1GGZ3]

Ok thanks,

not sure if I have done it right but here you go. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6c03ff8b68d27822fff579a0b3f17267e4048cf9-06-02-2022

thanks for your help