Virgin Media Community

[1125cj]

Since moving from 350mb to 600mb, I have been getting really bad Lag/latency, playing Warzone on my PC. Its at the point now I can't play anymore. My 2 sons are in the same boat we all play on PC's, even are close friends are also on VM and don't witness anything like what we are putting up with. They live 100yrds away from us.

I have tried all the tricks (i.e) Port forwarding etc, even done a full reset on the Hub this has had 0 effect. I purchased new CAT6 ethernet cables hoping this would help but still nothing.

Just wondering if anyone else has managed to resolve this, or could anybody tell me why things are so bad.. Thanks!

[Adduxi]

Usual request.  Post the power levels, Pre and PostRS errors and network log.   Also setup a BQM here www.thinkbroadband.com/ping

Once done, we can comment on the state of your VM circuit.

[1125cj]

Hi,

I'm running on modem mode at the moment, seems to be a little bit better.. I don't know much about the BQM.

Could you take a look at this for me please. Cheers!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4039782cde84e4397bfd8bc47803ecbfd... 

[Andrew-G]

BQM shows massive packet loss.  As requested by @Adduxi please post the hub's status data: Connect to the hub log in page.  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 as TEXT not screenshots.  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.

[1125cj]

Thanks For looking, here is the data 

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	0.7	40	256 qam	25
2	235000000	2.4	40	256 qam	13
3	243000000	2	40	256 qam	14
4	251000000	1.9	40	256 qam	15
5	259000000	1.5	40	256 qam	16
6	267000000	1.4	40	256 qam	17
7	275000000	1.2	40	256 qam	18
8	283000000	1.2	40	256 qam	19
9	291000000	0.7	40	256 qam	20
10	299000000	0.5	40	256 qam	21
11	307000000	0.5	40	256 qam	22
12	315000000	0.5	40	256 qam	23
13	323000000	0.5	40	256 qam	24
14	339000000	0.5	40	256 qam	26
15	347000000	0.5	40	256 qam	27
16	355000000	0.7	40	256 qam	28
17	363000000	0.5	40	256 qam	29
18	371000000	0.2	40	256 qam	30
19	379000000	0.4	40	256 qam	31
20	387000000	0.5	40	256 qam	32
21	395000000	0.2	40	256 qam	33
22	403000000	0.5	40	256 qam	34
23	411000000	0.2	38	256 qam	35
24	419000000	-0.2	40	256 qam	36

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	231	100
2	Locked	40.3	192	316
3	Locked	40.3	184	262
4	Locked	40.9	155	235
5	Locked	40.9	144	221
6	Locked	40.3	154	242
7	Locked	40.3	154	250
8	Locked	40.3	157	268
9	Locked	40.3	180	211
10	Locked	40.9	197	183
11	Locked	40.3	182	176
12	Locked	40.3	189	174
13	Locked	40.3	200	140
14	Locked	40.3	218	140
15	Locked	40.3	184	178
16	Locked	40.3	183	185
17	Locked	40.3	233	129
18	Locked	40.3	262	56
19	Locked	40.3	244	15
20	Locked	40.3	226	13
21	Locked	40.9	253	20
22	Locked	40.3	232	61
23	Locked	38.6	264	42
24	Locked	40.9	267	13

Refresh data

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

1	53700009	46.3	5120	64 qam	2
2	39399957	43.3	5120	64 qam	4
3	46200000	44.3	5120	64 qam	3
4	60300051	46.3	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

06/09/2021 16:49:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 21:36:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 19:30:58	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 19:30:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 14:17:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 10:47:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 21:56:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 20:42:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 03:32:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 21:57:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 09:49:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 22:35:0	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;
01/09/2021 09:39:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 04:09:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 21:59:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 21:59:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 16:53:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 12:54:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 12:54:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2021 12:54:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

   

[Alex_RM]

Hi 1125cj,

Thanks for posting, and sorry to see you're having some issues with your connection.

I've been able to locate your account using your forums details, as you've mentioned having your hub in modem mode currently- are you able to pop this back into router mode so I can continue diagnostics?

Alex_Rm

[1125cj]

Hi Alex,

I have just reset router back to router mode, Thanks!

[Andrew-G]

You'll need to edit the settings of your BQM, because your IP address changes when swapping between modem and router modes.  If the diagnostics the staff use quickly pick up a fault that isn't important, but if those diagnostics claim your connection is tickety-boo you might want to keep the BQM running to establish whether the problem remains.

[Zak_M]

Good morning @1125cj 

Thank you for coming back to us. 

I have taken a look over your account this morning and there are defiantly a few issues that are flagging up. We need to get an engineer out to you.

I am going to pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[Zak_M · Accepted solution]

Thank you for providing me with that information via PM. 

I have arrange for an engineer to attend,  for the time, date & make any amendments you can visit your my virgin media account.

Kind regards,

Zak_M