24-11-2021 14:31 - edited 24-11-2021 14:49
Hi everyone,
I've had this issue for a while now. I am having issues with constant lag and ping spikes whilst trying to play online or watch anything on the internet its just unusable internet connection. I have the Hub 3 with 200 MB the issue has been there for a while now I have contacted virgin media multiple times and received an email that they have fixed the issue in the area but nothing resolved my problem. the service status used to show interruption on the cabling running into my home but shows no issues now. I tried restarting, resetting, modem mode etc. Ive had enough of calling with no fix to be found could some one please help
Answered! Go to Answer
on 09-05-2022 16:06
@YazDit Got the PM. Can you post some links to a few days worth of BQMs? You'll need to use the "share snapshot graph" option, choose the days, and then post the links.
Then we can review what we're dealing with, and how to respond to VM's "resolution". It's normal for these complaint resolutions to fail to understand the basis of the complaint - the process is outsourced to some cheap labour location, where poorly trained staff who've never seen a cable internet connection struggle to understand what you're on about.
Next step, although depending on the BQM, may well be to reject the resolution and request a deadlock letter to take the matter to CISAS.
on 24-11-2021 14:39
on 24-11-2021 14:45
1 | 331000000 | 6.9 | 37 | 256 qam | 25 |
2 | 187000000 | 2.5 | 35 | 256 qam | 7 |
3 | 195000000 | 2.5 | 36 | 256 qam | 8 |
4 | 203000000 | 2 | 35 | 256 qam | 9 |
5 | 211000000 | 1.5 | 35 | 256 qam | 10 |
6 | 219000000 | 1.2 | 35 | 256 qam | 11 |
7 | 227000000 | 1.4 | 35 | 256 qam | 12 |
8 | 235000000 | 1.2 | 35 | 256 qam | 13 |
9 | 243000000 | 0.9 | 35 | 256 qam | 14 |
10 | 251000000 | 1 | 35 | 256 qam | 15 |
11 | 259000000 | 2 | 36 | 256 qam | 16 |
12 | 267000000 | 2.5 | 36 | 256 qam | 17 |
13 | 275000000 | 3.5 | 36 | 256 qam | 18 |
14 | 283000000 | 4.5 | 37 | 256 qam | 19 |
15 | 291000000 | 4.8 | 37 | 256 qam | 20 |
16 | 299000000 | 5.5 | 37 | 256 qam | 21 |
17 | 307000000 | 6.6 | 37 | 256 qam | 22 |
18 | 315000000 | 6.5 | 37 | 256 qam | 23 |
19 | 323000000 | 6.9 | 37 | 256 qam | 24 |
20 | 339000000 | 6.3 | 37 | 256 qam | 26 |
21 | 347000000 | 6 | 37 | 256 qam | 27 |
22 | 355000000 | 5.4 | 37 | 256 qam | 28 |
23 | 363000000 | 4.5 | 37 | 256 qam | 29 |
24 | 371000000 | 3.7 | 37 | 256 qam | 30 |
1 | Locked | 37.6 | 304 | 15 |
2 | Locked | 35.7 | 7493 | 1096 |
3 | Locked | 36.3 | 7174 | 1282 |
4 | Locked | 35.7 | 3991 | 473 |
5 | Locked | 35.7 | 2962 | 103 |
6 | Locked | 35 | 6075 | 232 |
7 | Locked | 35.5 | 2515 | 118 |
8 | Locked | 35.5 | 2580 | 146 |
9 | Locked | 35.5 | 2312 | 120 |
10 | Locked | 35.7 | 2368 | 106 |
11 | Locked | 36.3 | 1562 | 63 |
12 | Locked | 36.3 | 1036 | 16 |
13 | Locked | 36.6 | 666 | 14 |
14 | Locked | 37.3 | 585 | 0 |
15 | Locked | 37.3 | 381 | 0 |
16 | Locked | 37.3 | 483 | 7 |
17 | Locked | 37.6 | 378 | 11 |
18 | Locked | 37.3 | 373 | 4 |
19 | Locked | 37.6 | 308 | 9 |
20 | Locked | 37.6 | 336 | 7 |
21 | Locked | 37.6 | 347 | 19 |
22 | Locked | 37.6 | 334 | 10 |
23 | Locked | 37.6 | 373 | 3 |
24 | Locked | 37.6 | 582 | 7 |
on 24-11-2021 14:46
23/11/2021 20:20:18 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/11/2021 13:30:14 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/11/2021 22:34:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/11/2021 20:27:54 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/11/2021 20:47:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/11/2021 20:40:2 | 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; |
16/11/2021 20:00:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 19:32:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 14:42:59 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/11/2021 14:42:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:42:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:25:39 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:25:1 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:24:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:24:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:24:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/11/2021 02:24:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/11/2021 15:20:54 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 24-11-2021 14:46
1 | 39400000 | 44.8 | 5120 | 64 qam | 6 |
2 | 25800000 | 43.8 | 5120 | 64 qam | 8 |
3 | 32600000 | 44.8 | 5120 | 64 qam | 7 |
4 | 46200000 | 44.8 | 5120 | 64 qam | 5 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 24-11-2021 15:33
@YazDit wrote:
Looks like you are in an oversubscribed area.
on 24-11-2021 16:17
I'd agree that the BQM looks like over-utilisation, but posted stats show downstream power levels are all over the place. I'll mark that for staff to take a look and advise. If, once the power levels are sorted the BQM still looks like a French impressionist's sunset, then I'd say certainly over-utilisation.
Over-utilisation is a VM horror story, and a search of the forums will explain why.
on 24-11-2021 16:41
@Andrew-G wrote:I'd agree that the BQM looks like over-utilisation, but posted stats show downstream power levels are all over the place. I'll mark that for staff to take a look and advise. If, once the power levels are sorted the BQM still looks like a French impressionist's sunset, then I'd say certainly over-utilisation.
Over-utilisation is a VM horror story, and a search of the forums will explain why.
Thank you so much for your helpful reply.
Can I ask what causes high power levels ?
When I contacted VM (like 3-4 times a week) some agents mentioned a utilization issue but others said that there was a server issue. they did all agree that it will be fixed soon. A week ago i received an email that everything was SORTED but apparently not.
I hope I'm not a character in that horror story
on 24-11-2021 16:42
Hi @YazDit,
Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you've been experiencing some ongoing issues with your connection! I understand that this is very frustrating.
I was able to locate your account, and after running some checks, I can see that there is a Utilisation outage active in your area at the moment. I understand that this is very frustrating.
At the moment, the estimated fix time for this issue is 31/12/21 at 15:55. The Fault number is F009445965.
Our team is working hard to have this issue resolved for you as soon as possible. Apologies for any inconvenience caused.
Thank you.
on 24-11-2021 19:06
@YazDit wrote: Can I ask what causes high power levels ? When I contacted VM (like 3-4 times a week) some agents mentioned a utilization issue but others said that there was a server issue. they did all agree that it will be fixed soon. A week ago i received an email that everything was SORTED but apparently not. I hope I'm not a character in that horror story
The hub negotiates power levels with VM's network equipment. The power levels your hub was reporting aren't directly too high, but they're too widely spread, and that implies some line noise, or that the signal amplifier in the street cabinet has not been properly setup. Unfortunately getting that fixed won't help resolve the admitted over-utilisation, where you are a main character (your role: tragic victim).
Here's my take. If in your shoes, based on what I've seen time and again, I'd be considering whether there's any acceptable Openreach options (see subsequent post in the linked thread).