on 08-03-2021 01:53
Hi,
My internet has been terrible for the past 4-6 weeks and I've contacted virgin media about this issue and they said that my home broadband is running perfectly fine when they did a diagnostic test which I disagree with. I downloaded Wireshark to monitor my packets and all I see is bad TCP. Linked to this forum will be a video of what I'm experiencing. I'm also using ethernet as my pc doesn't have a wifi adaptor installed.
Please note, I'm using Wireshark to monitor my packets.
Thanks,
Jordan
on 08-03-2021 02:04
on 08-03-2021 02:13
Hi John,
I'll get onto that and post a link to the results.
Thanks for getting in touch.
on 08-03-2021 09:32
Hi John,
This is my monitoring graph
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a54c1de6b332269d4d74830b5e2f2765acc12041
Kind Regards,
Jordan
on 08-03-2021 15:00
on 09-03-2021 18:34
Hi John,
I looked at the cables and they are seated perfectly no kinks or breakages. I tried the pinhole reset didn't make anything better in terms of packet loss.
Downstream 1
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 418750000 | 2.4 | 40 | 256 qam | 32 |
2 | 202750000 | 3.5 | 40 | 256 qam | 9 |
3 | 210750000 | 3 | 40 | 256 qam | 10 |
4 | 218750000 | 3.2 | 40 | 256 qam | 11 |
5 | 226750000 | 3 | 40 | 256 qam | 12 |
6 | 234750000 | 3.2 | 40 | 256 qam | 13 |
7 | 242750000 | 2.7 | 40 | 256 qam | 14 |
8 | 250750000 | 2.7 | 40 | 256 qam | 15 |
9 | 258750000 | 2.5 | 40 | 256 qam | 16 |
10 | 266750000 | 2.7 | 40 | 256 qam | 17 |
11 | 274750000 | 2.5 | 40 | 256 qam | 18 |
12 | 282750000 | 2.7 | 40 | 256 qam | 19 |
13 | 290750000 | 2.5 | 40 | 256 qam | 20 |
14 | 298750000 | 2.7 | 40 | 256 qam | 21 |
15 | 306750000 | 3 | 40 | 256 qam | 22 |
16 | 314750000 | 2.5 | 40 | 256 qam | 23 |
17 | 322750000 | 3.2 | 40 | 256 qam | 24 |
18 | 330750000 | 3 | 40 | 256 qam | 25 |
19 | 370750000 | 3 | 40 | 256 qam | 26 |
20 | 378750000 | 2.4 | 40 | 256 qam | 27 |
21 | 386750000 | 2.7 | 40 | 256 qam | 28 |
22 | 394750000 | 1.5 | 38 | 256 qam | 29 |
23 | 402750000 | 2.4 | 40 | 256 qam | 30 |
24 | 410750000 | 1.7 | 40 | 256 qam | 31 |
Downstream 2
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 437 | 0 |
2 | Locked | 40.3 | 15 | 0 |
3 | Locked | 40.9 | 10 | 0 |
4 | Locked | 40.9 | 8 | 0 |
5 | Locked | 40.3 | 9 | 0 |
6 | Locked | 40.3 | 13 | 0 |
7 | Locked | 40.3 | 12 | 0 |
8 | Locked | 40.9 | 17 | 0 |
9 | Locked | 40.9 | 13 | 0 |
10 | Locked | 40.3 | 11 | 0 |
11 | Locked | 40.3 | 18 | 0 |
12 | Locked | 40.9 | 17 | 0 |
13 | Locked | 40.9 | 23 | 0 |
14 | Locked | 40.3 | 43 | 0 |
15 | Locked | 40.3 | 55 | 0 |
16 | Locked | 40.3 | 51 | 0 |
17 | Locked | 40.3 | 57 | 0 |
18 | Locked | 40.9 | 67 | 0 |
19 | Locked | 40.3 | 160 | 0 |
20 | Locked | 40.3 | 196 | 0 |
21 | Locked | 40.9 | 181 | 0 |
22 | Locked | 38.9 | 294 | 0 |
23 | Locked | 40.9 | 294 | 0 |
24 | Locked | 40.3 | 428 | 0 |
Upstream 1
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 45.3 | 5120 | 32 qam | 4 |
2 | 32600000 | 44.5 | 5120 | 32 qam | 3 |
3 | 39400000 | 44.8 | 5120 | 32 qam | 2 |
4 | 46200000 | 45.5 | 5120 | 32 qam | 1 |
Upstream 2
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 3 | 2 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 1 |
i will provide the network logs on another reply as it was exceeding the 20,000 character limit.
on 09-03-2021 18:35
Here are the network logs, as it didn't remove the mac addresses I removed them manually.
Network logs
Time Priority Description
09/03/2021 18:14:40 | notice | LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 18:07:20 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 14:33:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 14:33:5 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:06:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:06:29 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:05:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:05:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:37 | 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; |
09/03/2021 00:01:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:7 | Warning! | TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:7 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
09/03/2021 00:01:7 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:03:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:03:28 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; |
on 11-03-2021 18:12
Hi Jordy1998,
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
Apologies to hear about the issues you have been having with your connection.
Checking your account, I can see all is looking well with the Hub itself however there is a fault open that is affecting you though. The details of that are here:
Fault reference number: F008859901
Estimated fix time: 16 MAR 2021 13:00
Description: You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
I have made a note of this fault on your account so the relevant teams are aware you are affected.
If there is anything else we can do, let us know.
Thanks,
on 14-03-2021 17:42
Hi Kath,
Thank you for letting me know. I've received a text saying that they fixed the fault but I'm still getting high latency is this a small blip for today? The packet loss has gone which is good. the image shown is from 12 am to 5:40 pm.
Kind Regards,
Jordan
on 14-03-2021 17:47
Looks like a mild-ish form of over utilisation