Virgin Media Community

[AzarPlayGames]

Some time my speed slows down, causing lag to games, my ping rise high, and i get lots of packet loss on teamspeak 3, i'm plugged in by cable, my stable speed is d-load 360mb/s upload 30 ms/s witch is okay but when that lag somes i drop to 1mb/s or less, can't eaven open web page.

[Andruser]

Bimble over to thinkbroadband.com and create an account, then set up a Broadband Quality Monitor.  That'll continuously monitor your cable connection for lag and packet loss.  Let it run for 24 hours, then post a link to it here.  

If all is working well it will look something like this:

But without the red bar - that's where my hub was turned off.  

[AzarPlayGames]

ok, i will try but, is this need to be on all time my pc

[AzarPlayGames]

i lunch this few min ago and, i just had huge lag the internet turn off for 2 min, and i see on that graph red line

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f0fabd96d716382b75b5d8dbe6396c04ab...

this is every day happens few times a day for 2 months

[SCA1972]

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[AzarPlayGames]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 195000000 -1.9 37 256 qam 8
2 139000000 -1.7 37 256 qam 1
3 147000000 -1.5 37 256 qam 2
4 155000000 -1.7 37 256 qam 3
5 163000000 -1.5 37 256 qam 4
6 171000000 -1.5 37 256 qam 5
7 179000000 -1.5 37 256 qam 6
8 187000000 -1.7 37 256 qam 7
9 203000000 -1.7 38 256 qam 9
10 211000000 -1.7 37 256 qam 10
11 219000000 -1.5 37 256 qam 11
12 227000000 -1.7 37 256 qam 12
13 235000000 -1.7 38 256 qam 13
14 243000000 -1.7 38 256 qam 14
15 251000000 -1.7 38 256 qam 15
16 259000000 -1.9 38 256 qam 16
17 267000000 -1.9 38 256 qam 17
18 275000000 -1.9 37 256 qam 18
19 283000000 -1.5 38 256 qam 19
20 291000000 -1.5 37 256 qam 20
21 299000000 -1 37 256 qam 21
22 307000000 -0.5 37 256 qam 22
23 315000000 0 38 256 qam 23
24 323000000 0.2 38 256 qam 24



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 16 0
2 Locked 37.6 203 0
3 Locked 37.6 3 0
4 Locked 37.3 5 0
5 Locked 37.6 28 0
6 Locked 37.6 5 0
7 Locked 37.6 6 0
8 Locked 37.6 12 0
9 Locked 38.6 26 0
10 Locked 37.6 9 0
11 Locked 37.6 12 0
12 Locked 37.6 83 0
13 Locked 38.6 66 0
14 Locked 38.6 8 0
15 Locked 38.6 5 0
16 Locked 38.6 5 0
17 Locked 38.6 2 0
18 Locked 37.6 7 0
19 Locked 38.6 5 0
20 Locked 37.6 6 0
21 Locked 37.6 6 0
22 Locked 37.6 7 0
23 Locked 38.6 5 0
24 Locked 38.6 0 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 4.3 5120 32 qam 1
2 39399756 4.25 5120 32 qam 4
3 53699717 4.275 5120 32 qam 2
4 46200000 4.275 5120 32 qam 3



Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
Network Log
Time Priority Description
18/02/2020 17:53:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 16:13:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:56:48 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:55:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:55:51 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:55:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 14:55:49 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:56 Warning! ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 13:56:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 12:08:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 11:43:14 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 04:05:4 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 02:39:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 21:43:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 20:26:58 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 18:46:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 05:25:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2020 05:10:44 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2020 13:33:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andruser]

I can't see anything in the figures that would normally cause the problem you've got, although both the network log and BQM show that your service is very poor.  The way that it flicks from unuseable to OK in the BQM suggests that it may be a faulty joint or similar, but that's only a guess on my part, and you'll need a technician to visit and work out what's actually going wrong.  Suggest you hold on and let the forum staff pick this up and advise on next steps - sometimes that take a few minutes, sometimes a day or two.

[Paul_DN]

Hi AzarPlayGames,

Thank you for reaching out to us in our community and welcome back, I am sorry to see you are getting slower than expected WiFi speeds.

I have had a look at your services from our and can see there is currently an SNR issue in your area (Signal to Noise Ratio) this was raised on 10/02/20 and the estimated fix date is 20/02/20 at 09:00, the Ticket reference is F007791290  .

SNR can cause the issues you are experiencing.

Kind regards

Paul.

[AzarPlayGames]

so i can't do anything, i have to wait, i can't believe this been for 2 months now

[John_GS]

My apologies for the longer than expected fix time. Depending on the complexity of the fault, this can cause it to be an unusually higher fix time but we would be working hard to get this resolved asap.

Kind regards,