Virgin Media Community

[Snajix]

Hi there,

Since mid Jan I have experienced many drops per day - sometimes over 50 - with unstable internet and tv.

An engineer came out on the 1st Feb, re-did all the connections to our property (except for the main line from the cabinet), replaced the cable modem and still found lots of issues. 

He took videos and submitted them all for a relaying of the main line. He was actually very very good. Took an inordinate amount of time to ensure that the issue was resolved, and found that it could not be resolved easily.

Have been waiting 2 weeks for contact from VM, but nothing. Called service desk but they just want to run the same loop again - promised call back in 48 hours from T2 (but have already been waiting 2 weeks for that!).

Am on the Ultimate Oomph package. With SH3.2 on router mode I get 200mbps. With 3rd party router (Netgear RAX200) I get closer to 600. But at all times, in either mode, line is unstable.

Cannot run Zoom/Teams calls at all. Netflix etc struggle (even through the TiVo boxes). Overall nothing is working as it should.

Any thoughts on this forum as to how to get this resolved? When VM works, it works well, but when it does not it is a total nightmare to get it fixed. 

With kids homeschooling and wife and I both WFH, this is not something which can continue.

Engineer did suggest that Gb package may be the best way to get this resolved, but am loath to spend more, and he agreed this needs fixing first. As I say, he was particularly good.

Regards

Sanj

[jbrennand]

Lets take a look at your connection. Can you do this...
_____________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[Snajix]

Hi,

Thanks for the reply. Here are the logs:

Downstream Bonded Channels

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

1	331000000	5	38	256 qam	25
2	203000000	5.3	38	256 qam	9
3	211000000	5.3	38	256 qam	10
4	219000000	5.3	38	256 qam	11
5	227000000	5	38	256 qam	12
6	235000000	5.1	38	256 qam	13
7	243000000	4.9	38	256 qam	14
8	251000000	4.8	38	256 qam	15
9	259000000	4.5	38	256 qam	16
10	267000000	4.5	38	256 qam	17
11	275000000	4.5	38	256 qam	18
12	283000000	4.8	38	256 qam	19
13	291000000	4.5	38	256 qam	20
14	299000000	4.6	38	256 qam	21
15	307000000	4.5	38	256 qam	22
16	315000000	4.8	38	256 qam	23
17	323000000	4.8	38	256 qam	24
18	339000000	5.3	38	256 qam	26
19	347000000	5.4	38	256 qam	27
20	355000000	5.4	38	256 qam	28
21	363000000	5.8	38	256 qam	29
22	371000000	5.5	38	256 qam	30
23	379000000	5.9	38	256 qam	31
24	387000000	5.3	38	256 qam	32

[Snajix]

Downstream bonded channels

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

1	Locked	38.9	6	0
2	Locked	38.9	6	0
3	Locked	38.9	7	0
4	Locked	38.6	7	0
5	Locked	38.6	8	0
6	Locked	38.9	8	0
7	Locked	38.6	5	0
8	Locked	38.9	1	0
9	Locked	38.6	2	0
10	Locked	38.6	87	0
11	Locked	38.6	1	0
12	Locked	38.9	7	0
13	Locked	38.6	0	0
14	Locked	38.6	6	0
15	Locked	38.6	9	0
16	Locked	38.9	7	0
17	Locked	38.9	3	0
18	Locked	38.9	3	0
19	Locked	38.9	5	0
20	Locked	38.6	0	0
21	Locked	38.6	7	0
22	Locked	38.6	2	0
23	Locked	38.6	5	0
24	Locked	38.6	1	0

[Snajix]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300014	45.3	5120	64 qam	1
2	39399917	43.8	5120	64 qam	4
3	46200002	45.3	5120	64 qam	3
4	53699974	45.3	5120	64 qam	2

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

[Snajix]

Network Log

Time	Priority	Description
15/02/2021 18:07:17	notice	LAN login Success;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 18:06:49	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 15:52:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 15:52:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 02:20:36	Warning!	RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 18:32:26	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 18:08:46	Warning!	RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 03:52:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 03:52:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 00:00:58	Warning!	RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 20:24:57	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 15:52:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 15:52:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 03:11:29	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 03:52:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 03:52:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 17:10:3	critical	No Ranging Response received - T3 time-out;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 21:33:31	Warning!	RCS Partial Service;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 15:52:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 15:52:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX:17;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

[Snajix]

I have been running BQM for a while, and it looks OK (I think), but I also run a SamKnows Whitebox which shows many disconnections every hour. No way to easily post the SamKnows reports here, but it aligns to what I see.

The BQM link is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0dc5c0fb4617b5b26350e4c46e00246d45...

Generally, web browsing can become interrupted, latency is not the best, Teams/Skype/Zoom etc all stutter in calls, Netflix/Amazon Prime etc have times when they cannot connect, or a show drops out - other internet applications are also affected.

This happens on many all devices - both wired and wireless. If I switch to Sky (we have a backup broadband as quality is so poor) there are no issues at all. All devices on the Virgin broadband suffer absolutely no issues if switched the the Sky - which is not the answer, as am paying £99 per month for the Virgin line and would like to get this sorted.

I have also noticed that Netflix through the TiVo boxes is affected as well. 

Am on the Ultimate Oomph package, with an expected 600mbps down. Tend to get good download/upload speeds, just no stability.

The disconnections can last 10-60 seconds (generally) or up to 45 minutes in the worst cases.

Any thoughts are much appreciated.

Regards

Sanj

[jbrennand]

Well a spot-on set of stats and great looking BQM - so no evidence that I can see of issues. Are you sure its happening on ethernet cable connections when you use a new cable (old ones do fail) and not just a wifi problem

All I can suggest is to try this basic stuff as it may be a bad connection somewhere.
_______________________

So, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect them again to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

If that doesnt help all I can suggest is you call it in and see what they say.

[Snajix]

Thanks John,

It happens with new cables as well as old. Engineer was able to recreate issues himself, and was able to show that SH3 only giving 200mbps (wired) but using my router we get 600mbps.

Lack of stability is the odd one. To be fair, I have a reasonable amount of experience with networks (corporately) and have never come across this issue. The fact that the same cables are used for the Sky connection instead of the VM one, also leads me to believe it is not a hardware/software issue but something specifically related to VM.

The SamKnows box is a wired device to the router, and - as I say - this happens on all devices, wired and wireless.

It's really beginning to frustrate me, I thought it would be an easy fix but I have spent over a month on this already! 

Take care,

Sanj

[Snajix]

Just realised, BQM is looking at the wrong IP - forgot it would have changed!

Have just updated it - if you have a chance, please can you have a look tomorrow?

Best Wishes,

Sanj