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Bad annoying lag and packet loss

albielew
Tuning in

I keep getting lots of packet loss, I set up the broadband monitor and some days it was a complete sea of red
I reset everything and it seemed to be ok until recently

4058f5d72688ba4554b359a06ff55785db0ea0f9

I have the Hub 4 in Modem mode

Today I reset it completely again, powered it off, waited 5 minutes, let it power up properly, did the pin reset for 60 seconds and then set it up as new again and set it back in modem mode

 

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 330750000 0.1 39 QAM256 25
1 138750000 0.9 40.4 QAM256 1
2 146750000 1.2 40.9 QAM256 2
3 154750000 1.3 40.4 QAM256 3
4 162750000 1 40.4 QAM256 4
5 170750000 0.8 40.4 QAM256 5
6 178750000 0.3 40.4 QAM256 6
7 186750000 0 40.4 QAM256 7
8 194750000 0 40.4 QAM256 8
9 202750000 -0.1 40.4 QAM256 9
10 210750000 -0.4 40.4 QAM256 10
11 218750000 -0.3 40.4 QAM256 11
12 226750000 0.1 40.9 QAM256 12
13 234750000 0.4 40.4 QAM256 13
14 242750000 0.7 40.4 QAM256 14
15 250750000 0.9 40.9 QAM256 15
16 258750000 1 40.9 QAM256 16
17 266750000 0.8 40.4 QAM256 17
18 274750000 0.8 40.4 QAM256 18
19 282750000 0.8 40.4 QAM256 19
20 290750000 0.5 40.9 QAM256 20
21 298750000 0.2 40.4 QAM256 21
22 306750000 -0.1 40.4 QAM256 22
23 314750000 -0.3 40.4 QAM256 23
24 322750000 0.5 39 QAM256 24
26 338750000 0.1 40.4 QAM256 26
27 346750000 0.1 40.4 QAM256 27
28 354750000 0.4 40.9 QAM256 28
29 362750000 0.3 40.9 QAM256 29
30 370750000 0.3 40.4 QAM256 30
31 378750000 -0.1 40.4 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
1 Locked 40.366287 0 0
2 Locked 40.946209 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.946209 0 0
16 Locked 40.946209 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.946209 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
26 Locked 40.366287 0 0
27 Locked 40.366287 0 0
28 Locked 40.946209 0 0
29 Locked 40.946209 0 0
30 Locked 40.366287 0 0
31 Locked 40.366287 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 42 1.8 233525 0


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 49 5120 KSym/sec 64QAM 1
2 53700000 48.8 5120 KSym/sec 64QAM 2
3 46200000 47.3 5120 KSym/sec 64QAM 3
4 39400000 46.3 5120 KSym/sec 64QAM 4


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0


General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076-b.cm


Primary Downstream Service Flow
SFID
43784
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
43783
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

 

Thu 01/01/1970 00:01:30 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 16:27:13 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 05/04/2022 16:45:10 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Does anyone know what could be wrong, or what I can actually tell Virgin if I call them so they actually understand what I'm trying to say? the last time I tried they acted like I was an idiot and not a broadband support engineer for one of the other companies.

 

 

 

 

 

 

 

 

 

 

27 REPLIES 27

That's fine @albielew 🙂

Just do keep us posted either way so we can offer further support if needed. 

Ayisha_B
Forum Team

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Thank you so much ❤️

Ayisha_B

I had to go back to the virgin Hub 4 in router mode as I kept getting really bad buffering and slowdowns most days
It happens more in the evening but can happen anytime
This is some quality test results since for a few days before I switched it back over to router mode on the 26th April
It's still slowing down and breaking up in the evenings, even though I cannot do quality monitoring now because the virgin router blocks ICMP and there is no way to enable it.
25.jpg

 

Hi there @albielew, thanks for coming back to let us know how things are going.

Just to confirm now you have this back in router mode are you still seeing the same issues? 

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


I have this exact issue, on most days, at the exact same times as this person (approximately 8pm - 10pm the latency is unbearable). This forum is flooded with this identical issue, clearly making this an issue on Virgin Media's end, which I'm sure you are aware of. What has me confused, though, is why you are giving generic responses such as 'please try resetting your modem' when this is an issue that affects so many of your customers and is either broadband throttling, or an over-subscription of customers without the ability to handle peak times.

I'd like a solid solution to this problem please, because this is unacceptable. 

 

My broadband monitor on the 28th of April: 

Yes it's been in router mode since the 26th and it's still giving the same issues


@bambino12345 wrote:

 

 

My broadband monitor on the 28th of April: 


Posting the 28th of April BQM when it the 1st of May means nothing if what has been a problem for all is now better

---------------------------------------------------------------

As I said, most days. I have almost identical readings from 23rd April to 28th April at the same times, then 21st and 22nd are fine, 20th April we are back to this same garbage you can see. It keeps alternating, it's a never ending cycle.

To add to this, nothing on the virgin media website to do with customer support works.

https://www.virginmedia.com/help/complaints

Here, none of the buttons on this website actually work. You cannot complain if your complaint page doesn't actually work, right? Great business practice.

You want to use the live chat? Good luck with that, all you get is the initial message and then no responses after that:
https://puu.sh/IY5Ym/193eb40a49.png

It's a joke.

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Hello @albielew,

Welcome back, thanks for posting.

I am sorry for any issues with your broadband.

Can you please tell me how it is for you today? 

Many thanks,

Hayley
Forum Team



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