Ping, packet loss and Latency all over the place. Can we get some info please!

[CloudchaserXI]

Started 2 days ago - I'm assuming this is Covid 19 related? If it is PLEASE confirm Virgin.

380Meg fibre, all networked - pc direct to Hub 3.

All of a sudden: massive lag spikes, interruption, packet loss.

I have tried Modem mode. Tried to reset router. 

Software version

: 9.1.1811.401

Log below:

20/03/2020 20:32:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

PING google.com (216.58.210.238): 64 data bytes
72 bytes from 216.58.210.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.210.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.210.238: seq=2 ttl=55 time=4500.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1510.000/4500.000 ms

[davidc01]

Hi @Megan_L (or other Virgin support staff),

As previously mentioned, my fix date was supposed to be yesterday.
As you can see from my BQM - my service is still unusable for anything other than streaming or basic browsing the web (e.g. I still can't use it to work from home).
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f6cff9ccd537e08cc4ead23df0b460abd...

I am BR3, Area 20 - ticket F007906086.

The 21st of June was at least the 5th date that has been given to me over the last few months, and each time passed without any change in service. This service has been this bad (or a lot worse) since mid-March when I first noticed and reported it. It's possible (likely) the issue has been around for longer as well, just that I haven't been so reliant on latency as much since working from home, as I don't game much or use video/voice over IP that much outside of work.

What are my options at this point?
I think I'm left with no option other than cancel my service and change provider. I've been using 4G since March anyway, but I'd prefer a fixed line to 4G as my reception isn't great, so my plan is to move to the relatively poor FTTC service here (no FTTP unfortunately).

Unless Virgin are going to break with tradition and provide a more detailed plan of action & timeline on necessary upgrades to fix these issues?

Thanks,
David

[willtron]

TW11 area, same issue as everyone else, jittery streaming, unplayable frequent ping spikes In game, zoom freezing. BQM looks the same. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/833df78b7b28eea5ec43f7f3213988f16c...

can anyone advise on a fix date?

[Mikee250]

Morning,

Just looking for an update on the fixes for the 03 Area, they were scheduled to be done on the 19th but werent updated for Megan to view on Friday; hopefully they are now!

The reference number is: F007907879

Could I ask for someone to check if its been updated, with a new date, on the system?

Thank you so much,

Mike

[John_GS]

Good morning, Mike.

The fault reference provided, the estimated fix date is the 30th June 2020

Kind regards,

[davidc01]

Hi John_GS, Any update on the issue that I mentioned above that was supposed to be fixed at the weekend?

[John_GS]

Hi davidc01,

Thanks for posting. That fault reference was fixed on March 31st I believe, PM me your details and I'll check the account

Kind regards,

[davidc01]

John_GS - if you search this thread (and others) for references to that fault reference, you'll see your colleagues referencing many dates since then, including last Sunday.

I'll PM you as well.

[TheJrue]

Internet has been terrible since lockdown. 

PC is cable connected and it's a 100MB Fibre package, but I can only play around midnight. Anything I try during the day lags all over.

Obviously thought this was related to everyone being home, but should be better by now and it's not. 

It's the first time I'm checking the Community forum and I can see other  people have similar issues.

Not sure how to go about this but i'm in the SW19 area, area reference 03. 

Cheers

[Lisa_CC]

Hi TheJrue,

Sorry to hear you're having broadband connection issues. I've had a look at your details and can see that there is an area fault for high utilisation with the estimated fix date of 30/06. I'm sorry for the inconvenience caused but our team is working hard and hope to get it back up to normal as quick as they can.

Regards,

Lisa

[AlteranAncient]

Hi again team,

The 22nd has now been and gone, and I'm still experiencing some contention on the line. Has the resolve date been pushed back again?

The fault is F007904093 in case you need it.

Cheers.