Virgin Media Community

[bboski]

Hi all, 

I have started to experience some weird issues with my relatively new connection as we moved over to VM three weeks ago (M350). Speed wise all works perfect but I notice we get quite a few packet losses and occasionally latency spikes however these are not the issue for now. I set up BQM tool and it's showing some packet loss. Would any of you experienced users could have a look at this and advise how these could be resolved? Spent over 30 mins on hold to tech services and eventually gave up. Running the HUB in modem only mode. 

Thank you all in advance for all your help. 

Bart

[Andrew-G]

Connect to the hub by clicking on this link http://192.168.100.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[bboski]

Thank you so much for your super quick respose, Andrew and here you go as requested:

Downstream bonded channels

1	138750000	8.1	38	256 qam	1
2	146750000	7.4	38	256 qam	2
3	154750000	6.5	38	256 qam	3
4	162750000	6.6	38	256 qam	4
5	170750000	6.3	38	256 qam	5
6	178750000	5.5	38	256 qam	6
7	186750000	3.9	38	256 qam	7
8	194750000	4.9	38	256 qam	8
9	202750000	5.5	38	256 qam	9
10	210750000	5	38	256 qam	10
11	218750000	4.8	38	256 qam	11
12	226750000	4.6	38	256 qam	12
13	234750000	4.5	38	256 qam	13
14	242750000	4	38	256 qam	14
15	250750000	3.7	38	256 qam	15
16	258750000	3.5	38	256 qam	16
17	266750000	3.7	38	256 qam	17
18	274750000	4	38	256 qam	18
19	282750000	4	38	256 qam	19
20	290750000	4.1	38	256 qam	20
21	298750000	4.6	38	256 qam	21
22	306750000	5	38	256 qam	22
23	314750000	5.3	38	256 qam	23
24	322750000	5.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	481	0
2	Locked	38.6	440	0
3	Locked	38.6	856	0
4	Locked	38.9	364	0
5	Locked	38.9	360	0
6	Locked	38.9	496	12
7	Locked	38.9	743	0
8	Locked	38.6	709	0
9	Locked	38.9	394	0
10	Locked	38.6	313	0
11	Locked	38.6	401	0
12	Locked	38.9	359	0
13	Locked	38.6	540	0
14	Locked	38.9	590	0
15	Locked	38.9	635	0
16	Locked	38.6	568	0
17	Locked	38.6	621	0
18	Locked	38.6	915	0
19	Locked	38.9	1097	0
20	Locked	38.9	1043	0
21	Locked	38.9	740	0
22	Locked	38.6	443	0
23	Locked	38.9	432	0
24	Locked	38.9	425	0

Upstream bonded channels

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

1	39400000	47	5120	64 qam	9
2	46200093	47.3	5120	64 qam	8
3	32600000	47	5120	64 qam	10
4	25799888	46.8	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	25	0

[bboski]

Network LogTime Priority Description

28/04/2021 12:19:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 05:55:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 10:18:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 17:55:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 11:19:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 05:55:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:49:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 17:25:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:32:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 05:25:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 17:42:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 17:25:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 10:32:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 05:25:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 08:22:16	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 06:58:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 19:56:19	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 17:25:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:54:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G · Accepted solution]

Network log doesn't indicate anything unusual, BQM looks like something is up, and I think the range of downstream power levels is too high, from 3.5 dBmV to 8.1 dBmV, though that's my view, VM are reticent on the permissible range.  The upstream looks as though there's something up - it shouldn't have anything like the number of T3 timeouts that are recorded.  I'll flag this for forum staff to advise, but be aware that they may wish to query the hub's status, but can only do that if the hub is in router mode.  And as soon as you swap modes, the hub will reboot, all of those recorded errors will be reset (and your BQM will stop recording because your IP address will change), and when renegotiating channels the power levels may even out.  However, if there's any "looks good from our side" response a polite challenge would be appropriate as to the cause of the latency peaks and the upstream timeouts, and why the hub was letting the downstream power levels spread so far. 

See what they advise and we'll take it from there.  

[bboski]

Thank you very much for looking into this and for flagging up with forum staff. 

All the best, 

Bartek

[Corey_C]

Thanks for your post and for reaching out to the Community Forums, bboski

I have set up an engineer’s visit for you which you will be able to view from your online account here.

Cheers,

Corey C

[bboski]

Hello Corey, 

Many thanks, I have just logged in but couldn't see any open visits? 

I guess it will take a while for it to show up there? 

Thanks a lot. 

Bartek

[Corey_C]

Hi, Bartek, sometimes up to an hour, apologies.

Cheers,

Corey C

[bboski]

Got it - no worries! Thank you.