Virgin Media Community

[S_ChopBot]

Hi,

Just want to preface this with some back story.

I've been with VM for nearly 18 months and have had a handful of issues in that time. After having technicians out multiple times, outages with our old Hub 3 were resolved by disabling wifi channel optimisation.

Current situation:

- M100 plan with 2 of us using it quite heavily

- VM Hub 5 (WiFi Channel Optimisation disabled by default)

- DHCP handled on a RaspberryPi running PiHole (issues present with or without this hand DHCP lease allocation shouldn't affect performance in this way to my knowledge)

- 2.4ghz and 5ghz split with 5 IOT devices (couple of smart plugs, google homes and a camera) running on 2.4ghz and everything else on 5ghz

- Devices that can be are run over ethernet. Main PC connected with 2.5G lan, Smart TV, PiHole, Media Server (usually turned off)

Issues are being experienced on both wired and wireless devices

Issues:

As the title suggests we've been having pretty consistent spikes of high latency and outages for up to a minute becoming more frequent. 

I have been experiencing outages and slow periods generally but notice it most online gaming. Often getting packet loss or server latency warnings.

ThinkBroadband Monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c1809522b9a73975c7a40c4e1421be93fe... 

Fast.com Speed test

Not sure the loaded ping should be that high?

Router Status:

Downstream bonded channels

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

1	306000000	3.4	38	QAM 256	22
2	138000000	2.3	36	QAM 256	1
3	146000000	2.3	36	QAM 256	2
4	154000000	2.4	36	QAM 256	3
5	162000000	2.4	36	QAM 256	4
6	170000000	2.3	37	QAM 256	5
7	178000000	2.4	37	QAM 256	6
8	186000000	2.4	37	QAM 256	7
9	194000000	2.5	37	QAM 256	8
10	202000000	2.2	37	QAM 256	9
11	210000000	2.1	36	QAM 256	10
12	218000000	1.9	36	QAM 256	11
13	226000000	1.6	36	QAM 256	12
14	234000000	2	37	QAM 256	13
15	242000000	2.5	37	QAM 256	14
16	250000000	2.6	37	QAM 256	15
17	258000000	2.7	37	QAM 256	16
18	266000000	2.8	37	QAM 256	17
19	274000000	2.7	37	QAM 256	18
20	282000000	2.8	38	QAM 256	19
21	290000000	3	38	QAM 256	20
22	298000000	3.3	38	QAM 256	21
23	314000000	3.2	37	QAM 256	23
24	322000000	2.9	38	QAM 256	24
25	330000000	2.8	38	QAM 256	25
26	338000000	2.7	38	QAM 256	26
27	346000000	2.4	38	QAM 256	27
28	354000000	2.1	38	QAM 256	28
29	362000000	1.8	38	QAM 256	29
30	370000000	1.6	38	QAM 256	30
31	378000000	1.6	38	QAM 256	31

Downstream bonded channels

Post RS seems high?

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

1	Locked	38	13	1193
2	Locked	36	10	84824
3	Locked	36	8	51077
4	Locked	36	10	26931
5	Locked	36	8	12418
6	Locked	37	7	6307
7	Locked	37	22	4395
8	Locked	37	8	3503
9	Locked	37	8	2565
10	Locked	37	11	2811
11	Locked	36	5	4094
12	Locked	36	12	4680
13	Locked	36	9	4978
14	Locked	37	7	2868
15	Locked	37	7	1849
16	Locked	37	7	1422
17	Locked	37	6	1270
18	Locked	37	8	1160
19	Locked	37	14	1106
20	Locked	38	9	1119
21	Locked	38	11	1094
22	Locked	38	26	1185
23	Locked	37	13	1254
24	Locked	38	12	1263
25	Locked	38	32	1265
26	Locked	38	42	1350
27	Locked	38	27	1336
28	Locked	38	52	1356
29	Locked	38	34	1343
30	Locked	38	28	1384
31	Locked	38	11	1354

Upstream bonded channels

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

1	46200000	48.3	5120	QAM 64	5
2	39400000	48	5120	QAM 64	6
3	32600000	48	5120	QAM 64	7
4	25800000	47.8	5120	QAM 64	8

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

Network Log

Time Priority Description

23-03-2022 03:38:34	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-03-2022 21:22:27	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2022 06:13:50	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:24:45	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:24:41	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-03-2022 00:24:34	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:24:22	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:24:19	notice	Honoring MDD; IP provisioning mode = IPv4
11-03-2022 00:23:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:23:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:22:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:19:47	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:19:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-03-2022 00:19:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-03-2022 00:03:01	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-03-2022 13:52:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-03-2022 12:03:00	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-02-2022 02:06:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2022 11:48:15	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:19:14	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:19:06	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:59	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-02-2022 00:18:47	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:43	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:41	notice	Honoring MDD; IP provisioning mode = IPv4
24-02-2022 00:18:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:35	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2022 00:18:35	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2022 02:53:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2022 17:32:06	critical	Cable Modem Reboot from SNMP

Apologies for the long post. Any help appreciated.

[Gareth_L]

Hi S_ChopBot

Thanks for explaining everything and including the BQM aswell

I have checked a few things from here and its all looking in spec

Upstream and downstream are in range

The only thing I do need to ask if if you can reboot the Hub then run another BQM and post the results on here 

Gareth_L

[S_ChopBot]

Hi Gareth_L

Thanks for the reply.

Here is the updated BQM link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/397cb6b9546842734944b1f5eb02684b19...

[Serena_C]

Hi @S_ChopBot,

Thanks for the BQM, I'm sorry to see the latency spikes. I can see your Hub is experiencing a Capacity issue on both 2.4Ghz and 5Ghz bands. Can you perform a Pin Hole reset on your Hub for me by following these instructions?

Disconnect all unneeded ethernet cables from the rear of the Hub.
With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.
This will remove all devices that are registered on the Hub, you can then readd the ones you use which may help alleviate the issues 🙂 This will be a factory reset on your Hub, so make sure to write down any passwords beforehand. Let me know how you're gtting on with your connection after this!

Kind regards,

Serena
 

[legacy1]

Ask VM to stop pinging your hub every hour

stop using the hub in router mode and get a better router having 1Gb ports with QoS/BWM because you buffer bloat more on a slower package.

the other problem is should it be also happening is if your not getting over 100Mb without QoS/BWM then the internal link is running at 100Mb

[S_ChopBot]

Hi Serena,

Thanks I’ll try this today. I’d be surprised if we were overwhelming the wireless bands with ~15 ish devices though, unless this is known issue.

Thanks

[S_ChopBot]

Hi,

Thanks for your response.

Could you please elaborate on VM pinging the router? I imagine this if for measuring outages but I doubt they would stop if it’s one of their monitoring processes?

Speed is usually fine, that test was WiFi which I should’ve mentioned. It was only to show loaded ping stats. My Ethernet devices link speeds are all running at 1Gbps internally apart from my PC on 2.5Gb lan.

I could purchase a third party router but I shouldn’t really have to. I’m hardly running a complex operation here and I thought for the load we put on the hardware and line it should be sufficient to stick with VMs hub 5, even if it does lack features. Also I am trying to establish whether is a line issue or not. If it is just the router being overwhelmed, then I’ll have to purchase a third part one regardless. If this is the case, virgin supplying their “newest gen router with WiFi 6 and 2.5Gb lan” that can’t hold up their cheapest broadband is laughable.

[David_Bn]

Thanks for your post on our Community Forums @S_ChopBot, and a very warm welcome to you!

Sorry to hear of the issues with the connection. 

Can you possibly advise me if you've seen any improvement since your post, on Saturday?

Do you have a BQM still running, and are able to offer me an updated link?

Looking into the local area, there doesn't appear to be any outages showing currently. 

Are there any devices close to the hub that can be connected via Ethernet cable?

Kindest regards,

David_Bn

[legacy1]

---

@David_Bn wrote:

Do you have a BQM still running, and are able to offer me an updated link?

---

Re: High Latency Spikes and Outages - Virgin Media Community - 4971401

[S_ChopBot]

Hi David,

There are 4 devices connected by ethernet. One I use everyday is my personal PC connected over 2.5Gbe.

Please see updated link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/397cb6b9546842734944b1f5eb02684b19...

As you can see, less packet loss but still high latency spikes.

Thanks