Virgin Media Community

[mdidehvar]

I'm having significant packet loss and ping spike issues for the past 2-3 months in the DY9 area. Only being able to play from around 2am - 8am before increased traffic times. We had a similar problem in 2017 and the cause was too much usage in the area so it had to be increased.

We've tried everything, different routers/modems, upgraded to Gig1 and had a technician around and we are still experiencing issues.

Here is a BQM chart for reference, it's been similar to this the past 2 months.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/da61de213cc47832e3cdd1d7247fed455c...

[Andruser]

You could well be correct that this is over-subscription, but the three severe packet loss episodes at midnight, 2:30am, and 4:00am, plus the absence of a "waking up" peak between 6am and 9am make me wonder if there's a fault on your connection that is amplified by peak loads? 

Suggest you connect to the hub, don't log in, but click the link for "check router status", and that will bring up a status page with five tabs. Post the content of the tabs titled Downstream, Upstream, and Network log in three separate replies here (as there's a character limit you may hit if you put them in a single post).   Somebody will take a look and offer their view on what this indicates.  If my suspicion is correct, and this is a line or area fault, then it's likely to get fixed far more quickly than over-subscription.  If I'm wrong...well, you either sit it out for months and months, or you find a new ISP.

[mdidehvar]

I believe those packet loss episodes were due to Virgin Media going down in my area that day.

Network Log

Time Priority Description

Thu Jan 1 00:01:24 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 30 17:23:08 2020	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 Apr 30 17:23:14 2020	5	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 30 20:29:35 2020	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat May 2 03:43:02 2020	5	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat May 2 05:54:16 2020	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun May 3 14:43:01 2020	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun May 3 14:49:43 2020	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon May 4 02:58:50 2020	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon May 4 04:47:32 2020	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[mdidehvar]

Downstream:

Downstream bonded channels

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

25	331000000	-2.700001	38.983261	QAM256	25
0				UNSUPPORTED	0
1	139000000	3.400002	40.366287	QAM256	1
2	147000000	3.299999	40.366287	QAM256	2
3	155000000	2.900002	40.366287	QAM256	3
4	163000000	2.500000	40.366287	QAM256	4
5	171000000	2.200001	40.366287	QAM256	5
6	179000000	2.099998	40.366287	QAM256	6
7	187000000	1.900002	40.366287	QAM256	7
8	195000000	1.700001	40.366287	QAM256	8
9	203000000	1.400002	40.366287	QAM256	9
10	211000000	1.200001	40.366287	QAM256	10
11	219000000	0.700001	38.605377	QAM256	11
12	227000000	0.500000	38.983261	QAM256	12
13	235000000	0.099998	38.983261	QAM256	13
14	243000000	0.000000	40.366287	QAM256	14
15	251000000	-0.299999	38.605377	QAM256	15
16	259000000	-0.500000	38.983261	QAM256	16
17	267000000	-0.400002	38.983261	QAM256	17
18	275000000	-0.500000	38.983261	QAM256	18
19	283000000	-1.299999	38.983261	QAM256	19
20	291000000	-1.599998	38.605377	QAM256	20
21	299000000	-2.000000	38.983261	QAM256	21
22	307000000	-2.099998	38.983261	QAM256	22
23	315000000	-1.900002	38.983261	QAM256	23
24	323000000	-2.200001	38.983261	QAM256	24
26	339000000	-3.099998	38.983261	QAM256	26
27	347000000	-3.400002	38.605377	QAM256	27
28	355000000	-3.400002	38.605377	QAM256	28
29	363000000	-3.299999	38.605377	QAM256	29
30	371000000	-3.400002	38.983261	QAM256	30
31	379000000	-3.599998	38.605377	QAM256	31

Downstream bonded channels

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

25	Locked	0	0	0
0	NotLocked	0	0	0
1	Locked	656932141	0	0
2	Locked	656426775	0	0
3	Locked	1953351354	0	0
4	Locked	625099414	0	0
5	Locked	655696256	0	0
6	Locked	655255366	0	0
7	Locked	628379640	0	0
8	Locked	580535246	0	0
9	Locked	615588279	0	0
10	Locked	615451287	0	0
11	Locked	584975016	0	0
12	Locked	559575643	0	0
13	Locked	577549031	0	0
14	Locked	580418073	0	0
15	Locked	554396745	0	0
16	Locked	353509266	0	0
17	Locked	360774108	0	0
18	Locked	365212870	0	0
19	Locked	346773334	0	0
20	Locked	341991364	0	0
21	Locked	364417144	0	0
22	Locked	361700247	0	0
23	Locked	348589023	0	0
24	Locked	509278484	0	0
26	Locked	508757846	0	0
27	Locked	492538960	0	0
28	Locked	527195248	0	0
29	Locked	545652507	0	0
30	Locked	604281007	0	0
31	Locked	1055817500	0	0

[mdidehvar]

Upstream bonded channels

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

1	32600000	53.020599	5120 KSym/sec	64QAM	5
2	39400000	53.020599	5120 KSym/sec	64QAM	4
3	46200000	53.520599	5120 KSym/sec	64QAM	3
4	53700000	54.020599	5120 KSym/sec	64QAM	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[mdidehvar]

Waiting till after 1am to do my job and I get hit with this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/341309b89b9bdc5b1287df013c8c35dcd6ab9135-05-05-2020

This is unacceptable, I need an estimated fix date ASAP. This shouldn't be something I have to do.

[mdidehvar]

Thanks for the super speedy response guys, we'll be moving provider.