Virgin Media Community

[AlanH70]

Hi

My son is having some real issues with his Xbox Series X continually lagging.  He is connected wirelessly via a wireless access point connected by a LAN cable to the router.  When we do a speed test connected to this wireless network point we are getting 100Mb upload and around 9.5MB download yet he is getting continual issues.

I've copied the logs from the router if anyone can provide any support.

thanks

Alan

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

[AlanH70]

Downstream bonded channels

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

1	331000000	7.3	38	256 qam	25
2	267000000	6.9	40	256 qam	17
3	275000000	7	40	256 qam	18
4	283000000	7.3	40	256 qam	19
5	291000000	7.1	40	256 qam	20
6	299000000	7.5	40	256 qam	21
7	307000000	7.5	40	256 qam	22
8	315000000	7.5	38	256 qam	23
9	323000000	7.3	38	256 qam	24
10	339000000	6.6	38	256 qam	26
11	347000000	6.3	40	256 qam	27
12	355000000	6.1	40	256 qam	28
13	363000000	6.4	40	256 qam	29
14	371000000	6.5	40	256 qam	30
15	379000000	7	40	256 qam	31
16	387000000	7.3	40	256 qam	32
17	395000000	7.3	40	256 qam	33
18	403000000	7.4	40	256 qam	34
19	411000000	7.5	40	256 qam	35
20	419000000	7	40	256 qam	36
21	427000000	7	40	256 qam	37
22	435000000	7	40	256 qam	38
23	443000000	7	40	256 qam	39
24	451000000	6.6	40	256 qam	40

[AlanH70]

Downstream bonded channels

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

1	Locked	38.9	3371	10683
2	Locked	40.3	707	8417
3	Locked	40.9	687	8476
4	Locked	40.3	692	10259
5	Locked	40.9	675	8382
6	Locked	40.3	4135	11786
7	Locked	40.3	4387	11515
8	Locked	38.9	3139	12982
9	Locked	38.9	4155	11690
10	Locked	38.9	3191	10556
11	Locked	40.3	2893	10495
12	Locked	40.3	2995	10501
13	Locked	40.3	3209	10521
14	Locked	40.3	2945	11320
15	Locked	40.9	2680	10788
16	Locked	40.9	823	11607
17	Locked	40.9	819	16505
18	Locked	40.3	738	22633
19	Locked	40.3	755	22345
20	Locked	40.3	868	23061
21	Locked	40.9	821	23958
22	Locked	40.3	803	22483
23	Locked	40.3	2127	21855
24	Locked	40.3	3044	18899

[AlanH70]

Upstream bonded channels

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

1	60300000	41.8	5120	64 qam	1
2	39400000	41.8	5120	64 qam	4
3	46200000	41.8	5120	64 qam	3
4	53699981	41.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	HSUBsgvca69834ncxv9873254

Primary Downstream Service Flow

SFID	7916
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7915
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[AlanH70]

Network Log

Time Priority Description

20/08/2021 20:07:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 15:55:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 15:55:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 15:55:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 13:08:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 12:36:11	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 12:36:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 12:36:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2021 12:36:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:27:37	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 13:27:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 11:46:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 10:41:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 14:46:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 10:49:25	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;

[SonarUK]

when did you last turn your virgin media hub off and on?

I see alot of errors built up

You should unplug thee hub for 3 minutes and then turn it back on let it reconnect to the services then re-post your logs.

[Megan_L]

Hi AlanH70,

Thanks for your post, I am sorry you're having this issue with your broadband services recently. 
I have had a look at your services on my side and can see there is an area outage, which is regarding an SNR issue. 
This is due to be fixed today  - 24 AUG 2021 18:00 - but please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you.
If you find your issue persists after this fault has been resolved, please come back to us and we will gladly take a deeper look into your services for you 🙂
Thanks, 
Megan_L