on 14-01-2022 15:33
Hi everyone
For weeks now i have been having issues with Virgin 1gig broadband. You can see from the live BQM (Link below) that i am having high latency and packet loss. There have also been a few days where during off peak hours, the router seems to go down for hours (see monitor). I have had an engineer out already and he advised all was fine. Made some tweaks, ran speed tests, usualy stuff.
These issues only really occur (apart from downtime) during peak hours, so thinking its over subscription?
When playing any sort of online game (im big on fps) latency and packet loss are making it pretty tough and frustrating
https://www.thinkbroadband.com/broadband/monitoring/quality/share/b6b90e60a44e53143e5610fbecc2ab95df167e74
Any help would be appreciated.
Thanks!
on 14-01-2022 15:34
Router details are as follows -
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 7.800003 | 40.366287 | QAM256 | 25 |
18 | 275000000 | 6.000000 | 38.983261 | QAM256 | 18 |
19 | 283000000 | 5.400002 | 38.983261 | QAM256 | 19 |
20 | 291000000 | 5.900002 | 38.983261 | QAM256 | 20 |
21 | 299000000 | 6.500000 | 38.983261 | QAM256 | 21 |
22 | 307000000 | 6.599998 | 38.983261 | QAM256 | 22 |
23 | 315000000 | 7.099998 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 7.699997 | 40.366287 | QAM256 | 24 |
26 | 339000000 | 7.099998 | 38.983261 | QAM256 | 26 |
27 | 347000000 | 7.000000 | 38.983261 | QAM256 | 27 |
28 | 355000000 | 6.500000 | 40.366287 | QAM256 | 28 |
29 | 363000000 | 6.300003 | 38.983261 | QAM256 | 29 |
30 | 371000000 | 6.599998 | 38.983261 | QAM256 | 30 |
31 | 379000000 | 6.900002 | 38.983261 | QAM256 | 31 |
32 | 387000000 | 6.500000 | 38.983261 | QAM256 | 32 |
33 | 395000000 | 6.699997 | 38.983261 | QAM256 | 33 |
34 | 403000000 | 6.699997 | 38.983261 | QAM256 | 34 |
35 | 411000000 | 6.500000 | 38.983261 | QAM256 | 35 |
36 | 419000000 | 6.000000 | 38.983261 | QAM256 | 36 |
37 | 427000000 | 6.000000 | 38.983261 | QAM256 | 37 |
38 | 435000000 | 6.000000 | 38.983261 | QAM256 | 38 |
39 | 443000000 | 5.599998 | 38.983261 | QAM256 | 39 |
40 | 451000000 | 5.500000 | 38.605377 | QAM256 | 40 |
41 | 459000000 | 5.699997 | 38.983261 | QAM256 | 41 |
42 | 467000000 | 6.099998 | 38.983261 | QAM256 | 42 |
43 | 475000000 | 5.900002 | 38.605377 | QAM256 | 43 |
44 | 483000000 | 6.099998 | 40.946209 | QAM256 | 44 |
45 | 491000000 | 5.900002 | 38.983261 | QAM256 | 45 |
46 | 499000000 | 5.699997 | 38.983261 | QAM256 | 46 |
47 | 507000000 | 5.400002 | 38.605377 | QAM256 | 47 |
48 | 515000000 | 5.300003 | 38.983261 | QAM256 | 48 |
on 14-01-2022 15:35
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 42.020599 | 5120 KSym/sec | 64QAM | 4 |
2 | 32600000 | 41.270599 | 5120 KSym/sec | 64QAM | 5 |
3 | 46200000 | 41.770599 | 5120 KSym/sec | 64QAM | 3 |
4 | 53700000 | 42.270599 | 5120 KSym/sec | 64QAM | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 14-01-2022 15:35
Time Priority Description
Fri Nov 26 17:07:12 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Nov 30 00:11:35 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Nov 30 05:28:33 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Nov 30 05:28:33 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Dec 1 07:02:37 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Dec 3 17:28:33 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Dec 3 17:28:33 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Dec 6 18:21:27 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Dec 6 21:55:29 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 7 18:08:29 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 7 18:08:32 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 7 18:08:34 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 7 18:08:39 2021 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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; |
Wed Dec 8 17:54:56 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Dec 8 17:54:57 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 11 12:11:47 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 11 12:11:47 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Dec 15 00:11:47 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Dec 15 00:11:47 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 18 12:11:47 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 18 12:11:47 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 18 13:24:48 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 18 13:37:03 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 19 14:03:08 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 21 17:50:31 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 23 15:01:08 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 23 15:01:08 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Dec 25 01:16:38 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 26 08:06:31 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Dec 26 08:06:31 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 28 11:30:07 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Dec 28 11:42:23 2021 | 5 | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 30 21:48:14 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Dec 30 21:48:15 2021 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Dec 31 19:05:07 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 2 21:27:24 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 2 21:27:24 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jan 5 03:26:25 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 6 09:27:24 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 6 09:27:24 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 6 16:10:25 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Jan 9 03:40:24 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Jan 10 00:48:51 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Jan 10 00:48:52 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jan 12 07:34:46 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 11:38:10 2022 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 11:38:10 2022 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 13 19:10:16 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jan 14 11:18:06 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 16-01-2022 15:33
Hello @FatThor,
Welcome, thanks for posting.
I am sorry for any issues with your broadband.
I located your account using your forums details, I can not see any known issues with your Hub or in home network. Please can you tell me if you have tried doing a pinhole reset recently? Please let me know.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 16-01-2022 15:36
Hey Hayley
Yes, i have soft and hard reset the router multiple times. The engineer also did this when he paid a visit just before xmas. The problem remains the same i am afraid
Thanks!
on 16-01-2022 15:46
Hello @FatThor,
Thank you for the confirmation, I am sorry that it has not helped.
I can not see any errors or issues with your Hub on my system, how is your wired connection?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 16-01-2022 15:53
I only have two devices connected(the rest of the house use a second line), a TV that is wireless and my gaming pc which is ethernet about 2 metres away. The pc connection is usually unstable due to latency/packet loss
Both in game and online calls (i work from home) are often laggy
Could it be an oversubscription issue given that it gets worse at peak times?
on 18-01-2022 16:17
Hi @FatThor,
Thank you for coming back to us. I was able to run some further checks on your account, and I can see that your downstream power levels are out of spec and could be the reason behind your connection issues.
In order to have this looked into further, I will need to arrange for a technician appointment to have this investigated for you. I will send you a Private Message to confirm a few details before we can have this arranged. Please keep an eye our for a purple envelope at the top right corner of your Forum page. I will be in touch with you soon.
Thank you.
on 18-01-2022 18:02
Hi @FatThor,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for .... issue – you can check and amend the date and time of your appointment via your online account.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Thank you.