07-04-2022 18:59 - edited 07-04-2022 19:00
Hi,
Not sure if anyone can help, certainly the helpdesk can't, all I've had for the last week to solve the issue are router restarts by the service desk. Issue I'm having is consistent latency issues and intermittent packet loss.
I feel completely at my witts end, so much so that I've raised an Offcom approval case to get the disconnection fees dropped so I can leave.
I'll post some logs below:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/7767b9be5d7cc683371e68d85fdc294d1150d271
on 08-04-2022 17:08
Today's report
https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0820d03d84b48fdf7c126d6ccc2167e30938530-08-04-2022
No idea how Virgin can tell me there is nothing wrong with my boardband?
08-04-2022 17:25 - edited 08-04-2022 17:25
Those 2 BQM's look identical to me ?
Also 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) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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. If character limits are “exceeded” - just do two posts
on 08-04-2022 18:21
Thanks John,
Many thanks for assisting with this, here you go:
Downstream
1 | 291000000 | 7.1 | 40 | 256 qam | 20 |
2 | 139000000 | 8 | 40 | 256 qam | 1 |
3 | 147000000 | 8 | 40 | 256 qam | 2 |
4 | 155000000 | 8 | 40 | 256 qam | 3 |
5 | 163000000 | 7.9 | 40 | 256 qam | 4 |
6 | 171000000 | 7.9 | 40 | 256 qam | 5 |
7 | 179000000 | 8 | 40 | 256 qam | 6 |
8 | 187000000 | 7.9 | 40 | 256 qam | 7 |
9 | 195000000 | 7.8 | 40 | 256 qam | 8 |
10 | 203000000 | 7.5 | 40 | 256 qam | 9 |
11 | 211000000 | 7.5 | 40 | 256 qam | 10 |
12 | 219000000 | 7.5 | 40 | 256 qam | 11 |
13 | 227000000 | 7.4 | 40 | 256 qam | 12 |
14 | 235000000 | 7.1 | 40 | 256 qam | 13 |
15 | 243000000 | 7 | 40 | 256 qam | 14 |
16 | 251000000 | 6.9 | 40 | 256 qam | 15 |
17 | 259000000 | 6.9 | 40 | 256 qam | 16 |
18 | 267000000 | 6.9 | 40 | 256 qam | 17 |
19 | 275000000 | 7 | 40 | 256 qam | 18 |
20 | 283000000 | 6.8 | 40 | 256 qam | 19 |
21 | 299000000 | 7 | 40 | 256 qam | 21 |
22 | 307000000 | 7 | 40 | 256 qam | 22 |
23 | 315000000 | 7.4 | 40 | 256 qam | 23 |
24 | 323000000 | 7.5 | 40 | 256 qam | 24 |
1 | Locked | 40.9 | 52 | 0 |
2 | Locked | 40.3 | 142 | 0 |
3 | Locked | 40.3 | 67 | 0 |
4 | Locked | 40.3 | 77 | 0 |
5 | Locked | 40.3 | 74 | 0 |
6 | Locked | 40.9 | 51 | 0 |
7 | Locked | 40.9 | 41 | 0 |
8 | Locked | 40.9 | 97 | 23 |
9 | Locked | 40.3 | 350 | 26 |
10 | Locked | 40.3 | 3668 | 1011 |
11 | Locked | 40.9 | 115 | 0 |
12 | Locked | 40.3 | 30 | 0 |
13 | Locked | 40.3 | 78 | 0 |
14 | Locked | 40.3 | 69 | 0 |
15 | Locked | 40.3 | 36 | 0 |
16 | Locked | 40.9 | 209 | 2 |
17 | Locked | 40.9 | 1261 | 18 |
18 | Locked | 40.3 | 140 | 1 |
19 | Locked | 40.3 | 77 | 8 |
20 | Locked | 40.9 | 143 | 0 |
21 | Locked | 40.9 | 79 | 0 |
22 | Locked | 40.3 | 373 | 0 |
23 | Locked | 40.3 | 523 | 3 |
24 | Locked | 40.9 | 190 | 19 |
Upstream
1 | 53700007 | 49.8 | 5120 | 64 qam | 2 |
2 | 39400000 | 49.8 | 5120 | 64 qam | 4 |
3 | 46200000 | 49.8 | 5120 | 64 qam | 3 |
4 | 60300000 | 49.8 | 5120 | 64 qam | 1 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 08-04-2022 18:23
Logs
07/04/2022 21:05:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=4c:b3;CMTS-MAC=:ce;CM-QOS=1.1;CM-VER=3.0; |
06/04/2022 19:53:8 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=1:b3;CMTS-MAC=d:ce;CM-QOS=1.1;CM-VER=3.0; |
06/04/2022 19:53:8 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=4b3;CMTS-MAC=d:ce;CM-QOS=1.1;CM-VER=3.0; |
05/04/2022 20:32:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=:b3;CMTS-MAC=0e;CM-QOS=1.1;CM-VER=3.0 |
on 08-04-2022 19:00
08-04-2022 19:54 - edited 08-04-2022 20:04
Thanks John,
I've tried all of your suggested actions so I phoned Virgin back up explaining what the investigation results of the router logs suggested, and I need an engineer onsite to investigate further. Its so difficult to get anyone from Virgin to listen, fortunately explaining to the guy on the phone your observations I have an engineer booked for tomorrow! Will let you know how it goes.
10-04-2022 17:48 - edited 10-04-2022 17:52
Engineer came out Saturday, he changed the cables, tweaked the green box as some Frequencies were slightly high, unfortunately hasn't made a difference.
The report I got back was my call was classed as a no fault found. The engineer did tell me to maybe look into a business account, as the infrastructure wouldn't be so heavily utilised, and comes with the bonus of 24 hour support. Thing is you shouldn't have to! Anyhow let's see what Ofcom make of it.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/81b68c0baa9e6b8cfe34358bfb34aa275d2ef00b-09-04-2022
We had so many new build houses around by me, and I'm inclined to believe the infrastructure isn't in place at Virgins end to support?
Incidentally the red 100% packet loss on the monitoring results would of been while the engineer was redoing the cables and running tests on the router.
on 11-04-2022 18:07
Keeping the thread going!!
https://www.thinkbroadband.com/broadband/monitoring/quality/share/aca64a0cecd86fbd3c1a3ae73002eb11f41a296a-11-04-2022
Now back using my own tp link router
Not heard anything from Ofcom as of yet
on 14-04-2022 17:38
Sorry to hear this issue is still ongoing @Postal69
I have check our system and can't see anything this moment that would be causing these issues. Has the TP link helped at all with getting you a more stable/faster connection? When do you notice this to latency? Is it mostly at the peak times or is it on all devices all day?