Virgin Media Community

[CRYPTO2020]

It's been about 8 days now and my Internet download and upload speeds are not what we were promised. I upgraded from the hub 3 to the hub 4 as I went for the 350mb package to the 1gb package with high expectations for a better connection.

The main issue we are having is the high spikes in lantency and making it virtually impossible to enjoy any online gaming. The whole family have been really upset about this especially being in a lock down due to covid 19.

I have turned the hub 4 into modern mode and installed my own router as the lantancy we were getting from it in router mode was over 400ms. At the moment with the new setup, we are getting between 60ms and 130ms lantancy with QOS and DOS functions activated. Our upload and download speed are as follows, 30mb download and 6mb upload. 

I believe that the issuse could be with the line quality coming to the house and the only logical solution would be connecting us to a new line with a less noise on it.

I hope 🙏 that VM reads this and helps us out as we are thinking of switching to a different provider under this circumstances. My kids are feeling frustrated and nothing works right or is stable enough to appreciate and enjoy.

[Andruser]

Connect to the hub by clicking on this link http://192.168.0.1/  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.  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.  But do this now.  You're 8 days into a 14 day cooling off period, if this is a potentially unresolvable fault then last thing you want is to be locked in for another 18 months, or a slow battle of bureaucracy to be released without penalty.

We may not need it, but setup a BQM, that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

[CRYPTO2020]

Refresh data
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 6.699997 37.636276 QAM256 25
4 163000000 6.900002 37.355988 QAM256 4
5 171000000 6.599998 37.636276 QAM256 5
6 179000000 6.599998 37.355988 QAM256 6
7 187000000 6.400002 37.355988 QAM256 7
8 195000000 6.300003 37.636276 QAM256 8
9 203000000 6.300003 37.636276 QAM256 9
10 211000000 6.199997 37.636276 QAM256 10
11 219000000 5.599998 37.355988 QAM256 11
12 227000000 5.099998 37.355988 QAM256 12
13 235000000 5.199997 37.636276 QAM256 13
14 243000000 5.500000 37.355988 QAM256 14
15 251000000 5.500000 37.636276 QAM256 15
16 259000000 5.500000 37.636276 QAM256 16
17 267000000 5.800003 37.636276 QAM256 17
18 275000000 6.400002 37.636276 QAM256 18
19 283000000 5.800003 37.355988 QAM256 19
20 291000000 5.500000 37.636276 QAM256 20
21 299000000 6.199997 37.355988 QAM256 21
22 307000000 7.099998 37.636276 QAM256 22
23 315000000 7.000000 37.636276 QAM256 23
24 323000000 6.599998 37.636276 QAM256 24
26 339000000 7.300003 38.605377 QAM256 26
27 347000000 6.900002 37.636276 QAM256 27
28 355000000 6.500000 38.605377 QAM256 28
29 363000000 7.300003 38.605377 QAM256 29
30 371000000 7.400002 37.636276 QAM256 30
31 379000000 6.500000 37.636276 QAM256 31
32 387000000 6.099998 37.355988 QAM256 32
33 395000000 6.800003 37.636276 QAM256 33
34 403000000 7.199997 38.605377 QAM256 34

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 37.636276 0 0
4 Locked 37.355988 0 0
5 Locked 37.636276 0 0
6 Locked 37.355988 0 0
7 Locked 37.355988 0 0
8 Locked 37.636276 0 0
9 Locked 37.636276 0 0
10 Locked 37.636276 0 0
11 Locked 37.355988 0 0
12 Locked 37.355988 0 0
13 Locked 37.636276 0 0
14 Locked 37.355988 0 0
15 Locked 37.636276 0 0
16 Locked 37.636276 0 0
17 Locked 37.636276 0 0
18 Locked 37.636276 0 0
19 Locked 37.355988 0 0
20 Locked 37.636276 0 0
21 Locked 37.355988 0 0
22 Locked 37.636276 0 0
23 Locked 37.636276 0 0
24 Locked 37.636276 0 0
26 Locked 38.605377 0 0
27 Locked 37.636276 0 0
28 Locked 38.605377 0 0
29 Locked 38.605377 0 0
30 Locked 37.636276 0 0
31 Locked 37.636276 0 0
32 Locked 37.355988 0 0
33 Locked 37.636276 0 0
34 Locked 38.605377 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 40 7.5 20564987 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 43.270599 5120 KSym/sec 64QAM 1
2 39400000 42.770599 5120 KSym/sec 64QAM 4
3 46200000 42.770599 5120 KSym/sec 64QAM 3
4 53700000 43.270599 5120 KSym/sec 64QAM 2

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

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Router status
Status
Downstream
Upstream
Configuration
Networklog
Refresh data
Network Log
Time Priority Description
Tue Dec 29 18:19:18 2020 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 30 17:20:44 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:05:32 2020 3 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=3.1;
Thu Dec 31 13:06:16 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:07:32 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:07:34 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:08:35 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:08:36 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:09:41 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:09:42 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:11:03 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 Dec 31 13:11:05 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:57:38 2020 3 Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:57:38 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:57:38 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 13:59:37 2020 3 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=3.1;
Thu Dec 31 14:00:22 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:01:31 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:01:34 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:03:03 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:03:06 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:04:17 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:04:19 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:05:49 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:06:15 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:07:42 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:07:45 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:08:50 2020 5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:08:53 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 31 14:09:59 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 Dec 31 14:10:03 2020 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 3 04:14:34 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 3 04:14:34 2021 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 6 16:14:33 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 6 16:14:33 2021 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 8 18:08:34 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 10 04:14:33 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 10 04:14:33 2021 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 11 22:36:02 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 15 01:02:01 2021 6 SW Download INIT - Via NMS
Fri Jan 15 01:03:37 2021 6 SW download Successful - Via NMS
Fri Jan 15 01:06:15 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 15 05:07:35 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 15 14:50:56 2021 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 15 14:54:57 2021 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 20 16:20:58 2021 6 CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 810406; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 21 06:58:06 2021 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 Jan 21 17:52:26 2021 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Jresty100]

Unfortunately nothing you can do, its over utilisation and sold demand in your area.

All VM care about as an ISP is turnover and download speed which generates more customers. 

Your better of trying the second best "speed" ISP, then track the ping on your 30 day free trial to see if it is better.

That is what I will be doing. 

I attach below an example of latency in area reference 03. This will give you an idea of how terrible and over sold the area is with the false advertisement! 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e78c81afeaaa04a20537f035c8f3821f0177e1fe

[CRYPTO2020]

Thanks for the feedback, it's frustrating 😑 and I am seriously considering taking up offers I have recently from other ISP's.

Unless they can fix it in the next few days, I hope they do.