Virgin Media Community

[miguesj]

Hi All. I know similar subjects have been post previously but I will need some of Virgin member to give me a help because customer service by phone has not been very useful.I have a problem with my internet when gaming as the game run very slow with high latency. it happen the same if my laptop is connected wired connected or with WIFI. I have seen on previous post that people paste the information below

Many thanks

[Kippies · Accepted solution]

BQM looks okay, can you post upstream, downstream and network logs from your HUB

[miguesj]

Downstream bonded channels

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

1	435000000	6.5	40	256 qam	4
2	411000000	7.8	40	256 qam	1
3	419000000	7	40	256 qam	2
4	427000000	6.5	40	256 qam	3
5	443000000	6.5	40	256 qam	5
6	451000000	6.8	40	256 qam	6
7	459000000	6.8	40	256 qam	7
8	467000000	7	40	256 qam	8
9	475000000	7	40	256 qam	9
10	483000000	7.1	40	256 qam	10
11	491000000	7.1	40	256 qam	11
12	499000000	7.1	40	256 qam	12
13	507000000	7.1	40	256 qam	13
14	515000000	7.5	40	256 qam	14
15	523000000	7.5	40	256 qam	15
16	531000000	7.3	40	256 qam	16
17	539000000	7.1	40	256 qam	17
18	547000000	7	40	256 qam	18
19	555000000	7.4	40	256 qam	19
20	563000000	7.5	40	256 qam	20
21	571000000	7.5	40	256 qam	21
22	579000000	7.5	40	256 qam	22
23	587000000	7.3	40	256 qam	23
24	595000000	7.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	907	0
2	Locked	40.3	553	0
3	Locked	40.3	713	0
4	Locked	40.9	817	0
5	Locked	40.3	1024	0
6	Locked	40.9	956	0
7	Locked	40.9	1114	0
8	Locked	40.3	1360	0
9	Locked	40.3	1364	0
10	Locked	40.9	1589	0
11	Locked	40.3	2110	0
12	Locked	40.3	2556	0
13	Locked	40.3	3266	0
14	Locked	40.9	2802	0
15	Locked	40.9	3404	0
16	Locked	40.3	4182	0
17	Locked	40.9	4924	0
18	Locked	40.3	5416	0
19	Locked	40.9	5408	0
20	Locked	40.9	6052	0
21	Locked	40.9	6636	0
22	Locked	40.9	6995	0
23	Locked	40.9	8928	0
24	Locked	40.9	10024	0

[miguesj]

Upstream bonded channels

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

1	53699966	4.55	5120	64 qam	10
2	39399991	4.55	5120	16 qam	12
3	46199998	4.55	5120	64 qam	11
4	60300012	4.55	5120	64 qam	9

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

28/02/2020 12:23:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 07:33:32	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 21:46:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 21:21:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2020 01:38:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:36:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:36:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:17:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 15:29:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 01:01:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2020 21:42:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 19:48:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 19:48:42	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 06:27:17	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 01:19:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2020 17:05:57	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2020 16:31:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2020 20:42:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2020 20:42:8	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2020 04:46:13	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kippies]

Im escalating this for you.

On upstream has dropped back to 16QAM, downstream is in spec but theres quite a few PRERS errors. Has it been a while since you rebooted the HUB?

Can you do so anyway, lets see what happens with errors.

Check cabling is tight with no tight bends while we wait for staff to pick it up.

TBH I dont know this is causing your issue, but we may as well get it in spec and see how that helps.

[Paul_DN]

Hi miguesj,

Thank you for reaching out to us in our community and a very warm welcome to you, I have carries some checks our end and I cannot see any issues ,all channels on qam 256, I can see you haven't rebooted for over 1 week, please reboot and also check all your internal cables as advised by Kippies,

Kind regards

Paul.

[miguesj]

Many thanks both your your help.

I have reboot the router now. Shall I update the info again?

[Paul_DN]

If you can run some more checks now to see if there are any improvements.

Regards

Paul.

[miguesj]

Downstream bonded channels

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

1	435000000	6.5	40	256 qam	4
2	411000000	7.8	40	256 qam	1
3	419000000	7	40	256 qam	2
4	427000000	6.5	40	256 qam	3
5	443000000	6.5	40	256 qam	5
6	451000000	6.9	40	256 qam	6
7	459000000	6.8	40	256 qam	7
8	467000000	7	40	256 qam	8
9	475000000	7.1	40	256 qam	9
10	483000000	7.3	40	256 qam	10
11	491000000	7.3	40	256 qam	11
12	499000000	7.3	40	256 qam	12
13	507000000	7.3	40	256 qam	13
14	515000000	7.5	40	256 qam	14
15	523000000	7.5	40	256 qam	15
16	531000000	7.3	40	256 qam	16
17	539000000	7.3	40	256 qam	17
18	547000000	7.1	40	256 qam	18
19	555000000	7.5	40	256 qam	19
20	563000000	7.5	40	256 qam	20
21	571000000	7.5	40	256 qam	21
22	579000000	7.6	40	256 qam	22
23	587000000	7.3	40	256 qam	23
24	595000000	7.4	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	19	0
2	Locked	40.3	9	0
3	Locked	40.3	8	0
4	Locked	40.9	10	0
5	Locked	40.9	18	0
6	Locked	40.9	23	0
7	Locked	40.3	32	0
8	Locked	40.3	24	0
9	Locked	40.3	43	0
10	Locked	40.9	32	0
11	Locked	40.9	64	0
12	Locked	40.9	49	0
13	Locked	40.9	55	0
14	Locked	40.9	72	0
15	Locked	40.3	71	0
16	Locked	40.3	86	0
17	Locked	40.3	108	0
18	Locked	40.3	101	0
19	Locked	40.3	111	0
20	Locked	40.9	117	0
21	Locked	40.9	131	0
22	Locked	40.3	147	0
23	Locked	40.9	176	0
24	Locked	40.9	194	0

Upstream bonded channels

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

1	53699998	4.55	5120	64 qam	10
2	39400007	4.55	5120	16 qam	12
3	46199974	4.55	5120	64 qam	11
4	60299969	4.55	5120	64 qam	9

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

[miguesj]

Network Log

Time Priority Description

29/02/2020 11:07:17	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 07:28:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 07:11:2	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 04:20:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 23:18:32	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 12:23:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 07:33:32	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 21:46:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2020 21:21:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2020 01:38:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:36:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:36:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 17:17:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 15:29:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/02/2020 01:01:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2020 21:42:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 19:48:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 19:48:42	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 06:27:17	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2020 01:19:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;