Virgin Media Community

[MikeBurgess90]

Hello,

I moved house in December and since doing so regularly get comments from colleagues and family that my Zoom, Slack and FaceTime calls freeze regularly. 

Other people's video and audio feeds appear stable from my side.

I've also noticed fairly bad rubber banding issues when playing online games since moving here. 

I am on a 100Mb package and when testing my connection, I get around 60Mbps down and 6.5Mbps up.

I have tried the following without any success:

• WiFi with a strong connection. Both the Virgin Media Hub and a separate Amplfi hub.
• A wired connection
• A variety of devices - Macbook Pro, PC, iPad, iPhone
• Full reset of the hub
• Turning firewall off

On top of having no problems before moving, I have tried some of these devices on the office network and mobile connection and do not experience the same problems.

Thanks,

Mike

[tehwolf]

set up a bqm, this will graph the performance of your connection over time..

also, log into the hub (http://192.168.0.1 in router mode, or 192.168.100.1 if in modem mode). Don't log into it - click "router status" instead, and copy/paste the contents of the upstream, downstream and network logs back here (you can copy/paste the tables, but it may take multiple posts).  The people around here that understand the output can tell you if there;s anything wrong with teh stats..

[MikeBurgess90]

Thanks for the response. This is the graph after a couple of hours plugged into the router:

The connection hasn't be been quite as bad as usual this morning, although there has certainly still been freezing on Zoom/Slack, It's hard to tell if it gets worse in the afternoon/evening when I do most of my calls.

Here is the information from the status page as requested:

Downstream bonded channels

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

1	298750000	2.5	38	256 qam	21
2	138750000	2.4	37	256 qam	1
3	146750000	2	37	256 qam	2
4	154750000	1.9	37	256 qam	3
5	162750000	1.5	37	256 qam	4
6	170750000	1.7	37	256 qam	5
7	178750000	1.5	37	256 qam	6
8	186750000	1.5	37	256 qam	7
9	194750000	1.2	37	256 qam	8
10	202750000	1	37	256 qam	9
11	210750000	0.5	37	256 qam	10
12	218750000	0.4	37	256 qam	11
13	226750000	0.2	37	256 qam	12
14	234750000	-0.5	37	256 qam	13
15	242750000	-0.9	37	256 qam	14
16	250750000	-0.2	37	256 qam	15
17	258750000	0	37	256 qam	16
18	266750000	0	37	256 qam	17
19	274750000	-0.7	37	256 qam	18
20	282750000	-0.2	37	256 qam	19
21	290750000	1.7	38	256 qam	20
22	306750000	2.5	38	256 qam	22
23	314750000	2.5	38	256 qam	23
24	322750000	3	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	12	0
2	Locked	37.3	177	0
3	Locked	37.3	172	0
4	Locked	37.3	118	0
5	Locked	37.6	63	0
6	Locked	37.3	42	0
7	Locked	37.6	41	0
8	Locked	37.3	17	0
9	Locked	37.6	21	0
10	Locked	37.3	25	0
11	Locked	37.3	23	0
12	Locked	37.6	31	0
13	Locked	37.3	25	0
14	Locked	37.3	30	0
15	Locked	37.6	59	0
16	Locked	37.6	43	0
17	Locked	37.3	44	0
18	Locked	37.6	44	0
19	Locked	37.6	46	0
20	Locked	37.6	53	0
21	Locked	38.6	30	0
22	Locked	38.9	21	0
23	Locked	38.6	18	0
24	Locked	38.6	15	0

Upstream bonded channels

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

1	39400000	44	5120	64 qam	4
2	46200000	44	5120	64 qam	3
3	53700000	45.5	5120	64 qam	2
4	60300039	45.5	5120	64 qam	1

[MikeBurgess90]

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	22	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

25/01/2021 16:26:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:33:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:28:6	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;
21/01/2021 04:28:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:28:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 23:04:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 08:42:18	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;
15/01/2021 08:42:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 23:00:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:42:17	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;
11/01/2021 20:42:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 00:15:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 00:13:27	notice	SW download Successful - Via NMS
09/01/2021 00:11:56	notice	SW Download INIT - Via NMS
08/01/2021 23:39:6	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;
08/01/2021 23:39:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:39:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 19:36:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 04:09:5	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;
04/01/2021 04:09:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

nothin obvious that jumps out from your logs - but I'll leave that to others to comment on.

As for the BQM - looks like a mess - need to leave it running though - at the moment it looks like heavy utilisation in the area - the overnight performance will go some way to confirming that further though (if it is clean overnight but looks like it does currently during the day, then it's a fairly typical overutilisation graph..)

[MikeBurgess90]

Thanks for the reply, here is the graphs for yesterday and today.

[tehwolf]

you've posted images that contain your IP address, so they have been declined.

Open up the "live graph" and then underneath it click on "create sharing link" (or something to that effect) and post that back here... 

[MikeBurgess90]

Ah thanks I’ve cropped the images

 

 

 

[tehwolf · Accepted solution]

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@MikeBurgess90 wrote:

Ah thanks I’ve cropped the images

 

 

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These look like fairly typical examples of overutilisation - connection looks broadly fine during the night, when there's relatively little traffic on the network, but dreadful during the day when there's a lot.

Unfortunately, the fix for this is network expansion by VM. You should call and register a fault - and try to get a fault reference from them, but ultimately they will deal with it in their own time and any provided dates for a fix will be estimates and, going by lots of other examples on this forum, are very likely to slip everytime the estimated fix date comes close.

Your options are to put up with it or to vote with your wallet and seek an alternative provider..