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Virgin Media Packet Loss

Loubo
Joining in

I had Virgin Media installed last month and we got the M250 Package, I get around 270 Down And 26 Up on SpeedTest.net using a wired connection. Wireless is about 260 Down and 26 Up in the same room. Everything seems to be doing fine except gaming. Websites, Videos, Streaming all seem perfectly fine but gaming is a struggle. I get severe packet loss frequently (around every 5 minutes I get a 15 second lag spike where I can't move my character and it's impossible to do anything.) I have friends who are local and also use virgin media and none of them experience this issue. I've tried diagnosing this issue using PingPlotter 5 and WinMRT. Both show packet loss on hop 6.

Loubo_3-1689948244151.png

Sometimes it's named "##-#-##-#.static.virginm.net" but in this case its called "##-###-#-###.not-set-yet.virginmedia".

That's all I've concluded and I've tried finding other people with this issue on the forum but there has been no viable solutions. I'd rather not have a technician come out to the property as other people with the same issue to me have said that each time they've come out the issue persists. Any help would be greatly appreciated.

6 REPLIES 6

Loubo
Joining in

I should also add that I had this issue when I was wired directly into the HUB 3 and since put the HUB 3 into modem mode and bought a 3rd party router (Archer AX23) in hopes it would fix my issue but unfortunately had no luck, I still use the router because it gives me greater connectivity. I also have been running a BQM for the past few days to see if I can get any more information, unfortunately I don't quite understand it but I know that the packets drop completely at 4AM because I set my router to automatically restart at that time.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1541ea9407bf69eb3b2f88d36482ad559c5acfb0-21-07-2023

Adduxi
Very Insightful Person
Very Insightful Person

That BQM is bad, and also exhibits some traits of an over subscribed area.

Post your full network log and power levels please for comment.

It might also be an SNR fault in the area.?  Hopefully the logs and power levels will show something.

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Loubo
Joining in

Hey, here's the network log, sending the power levels now, cant send it all in one message.

Network Log

Time Priority Description

21/07/2023 16:44:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2023 13:11:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2023 23:44:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2023 23:43:54Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2023 18:04:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 19:19:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 19:19:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2023 00:35:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 14:06:20noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 14:06:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 01:58:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 01:29:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2023 13:00:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2023 11:33:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2023 11:33:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 14:28:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2023 10:25:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 09:01:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 00:14:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2023 15:27:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

12587500005.538256 qam16
21387500006.536256 qam1
31467500006.537256 qam2
41547500006.437256 qam3
5162750000637256 qam4
6170750000637256 qam5
71787500005.537256 qam6
81867500005.337256 qam7
9194750000537256 qam8
102027500004.637256 qam9
112107500004.937256 qam10
122187500005.137256 qam11
132267500005.437256 qam12
142347500005.537256 qam13
152427500005.437256 qam14
162507500005.637256 qam15
172667500005.837256 qam17
182747500005.638256 qam18
192827500005.838256 qam19
202907500006.138256 qam20
212987500006.537256 qam21
223067500006.538256 qam22
233147500006.338256 qam23
243227500006.338256 qam24



Downstream bonded channels

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

1Locked38.6510
2Locked36.67011
3Locked37.3780
4Locked37.6660
5Locked37.6890
6Locked37.3990
7Locked37.3860
8Locked37.3860
9Locked37.6800
10Locked37.31340
11Locked37.3970
12Locked37.3970
13Locked37.3790
14Locked37.6930
15Locked37.6980
16Locked37.6620
17Locked37.6570
18Locked38.6860
19Locked38.6620
20Locked38.9740
21Locked37.6620
22Locked38.9490
23Locked38.6940
24Locked38.9760

 

Upstream bonded channels

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

14960001942.8512064 qam1
22360001242.8512064 qam5
33010003942.8512064 qam4
43660002442.8512064 qam3
54310000242.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
5ATDMA0000

jpeg1
Alessandro Volta

As Adduxi said, it looks very like over-subscription. Your Hub data are all perfectly good, there is nothing you can do to improve things there.

Whether you can persuade VM to add more capacity local to you is the question. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Yep, I tried playing a game earlier and lost over 15,000 packets at around peak time (7 - 8pm and could stop jumping to 200 ish ping. very annoying, ill try call them and see if they can fix this issue.