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High ping, multiple errors

SaymonVoid
On our wavelength

on ‎06-12-2022 21:35

Hello,

I'm getting terrible ping spikes and multiple errors in the log. I've tried splitting the 2.4GHz and 5GHz but not much has changed. The 3.0 hub seems also to have very low range since I get only about 20 Mbps on my first floor and the router is on the ground floor. 

Does anybody have any idea? Is this a Virgin Media issue that I need to contact an engineer? Please help. Thanks 

These are the errors I'm seeing:

 

06/12/2022 21:19:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 21:17:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 20:37:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 20:35:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 17:50:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 16:33:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 11:47:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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27 REPLIES 27

Tudor
Very Insightful Person
Very Insightful Person

on ‎06-12-2022 22:32

Please post a full set of stats, you do not have to logon to the hub to get the stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.
    • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

SaymonVoid
On our wavelength
In response to Tudor

on ‎07-12-2022 16:44

Hi,

 

Thanks for your help Tudor. 

 

Here's the data, downstream: 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
150700000010.939256 qam13
251500000011.540256 qam14
35230000001240256 qam15
45310000001240256 qam16
553900000011.340256 qam17
654700000010.538256 qam18
755500000010.438256 qam19
85630000001138256 qam20
957100000011.840256 qam21
105790000001240256 qam22
1158700000011.640256 qam23
1259500000011.340256 qam24
136030000001138256 qam25
1461100000011.438256 qam26
1561900000011.640256 qam27
1662700000011.638256 qam28
1763500000011.438256 qam29
1864300000011.140256 qam30
196510000001138256 qam31
2065900000011.340256 qam32
2166700000011.640256 qam33
2267500000011.938256 qam34
2368300000011.338256 qam35
2469100000010.840256 qam36
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SaymonVoid
On our wavelength
In response to SaymonVoid

on ‎07-12-2022 16:45

Downstream bonded channels

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

1Locked39.815571311
2Locked40.315451778
3Locked40.39561556
4Locked40.9612835
5Locked40.3897188
6Locked38.91115432
7Locked38.91383972
8Locked38.913481862
9Locked40.39481909
10Locked40.3621918
11Locked40.3675273
12Locked40.3818597
13Locked38.911271163
14Locked38.911331782
15Locked40.38211615
16Locked38.9481851
17Locked38.9629123
18Locked40.3720445
19Locked38.98111115
20Locked40.38231520
21Locked40.35491331
22Locked38.9416521
23Locked38.9554188
24Locked40.3689450
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SaymonVoid
On our wavelength
In response to SaymonVoid

on ‎07-12-2022 16:45

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12359978344512064 qam9
24309997041.5512064 qam2
33660011243.8512064 qam3
44959996541.5512064 qam1
53009999544512064 qam4


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0000
3ATDMA0010
4ATDMA0000
5ATDMA0000

 

Network Log

Time Priority Description
07/12/2022 16:36:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 15:37:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 12:56:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 11:58:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2022 05:58:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 21:19:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 21:17:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 20:37:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 20:35:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 17:50:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 16:33:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 11:47:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 11:46:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 11:43:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 07:57:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2022 06:23:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2022 17:37:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 18:21:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 13:33:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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SaymonVoid
On our wavelength
In response to SaymonVoid

on ‎07-12-2022 16:46

I should also mention that I've contacted VM in the mean time and they've arranged an engineer to visit on Monday saying that my 3.0 Hub seems to have an issue. Not sure if that's really true to be honest... 

 

I have also set up the monitor since last night: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/57583fe9ade27bae9db09cd3d33c16c6ae...

 

Thanks 

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Adri_G
Forum Team (Retired)
Forum Team (Retired)
In response to SaymonVoid

on ‎09-12-2022 17:02

Hey SaymonVoid, thanks for reaching out on our help forum about the issues faced with your services.
A warm welcome from us in the community, we'd love to best help with this.

Since you've stated that you spoke with our staff over a call and we've arranged a tech visit to replace the hub, this means the findings when we checked indicated an issue with your equipment.
As your appointment is on Monday next week, could you please get back to us with your update here after this visit so we know it's sorted?

Also happy to assist in case you're still having issues with the service after our engineer has left the property, just pop us a message and let us know.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

SaymonVoid
On our wavelength
In response to Adri_G

on ‎12-12-2022 16:53

Hi,

the engineer came around today and he mentioned something about power levels being too high and that my unit was overloaded because I'm very close to the cabinet. He added a piece and replaced the Hub with a new 3.0. So far so good, I've only been testing briefly throughout the day but the signal is much better now.

 

Thanks

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SaymonVoid
On our wavelength
In response to SaymonVoid

on ‎12-12-2022 21:12

Hi,

 

Unfortunately the issue persists with very high latency spikes while gaming. I feel like at this point it may be something to do with the cabinet, the engineer did mention that the situation was quite messy in there. I'll try contacting him again.

 

Here's the new broadband monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f961c4efb428d3ec4bff745b370c4c272...
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jbrennand
Very Insightful Person
Very Insightful Person
In response to SaymonVoid

on ‎12-12-2022 21:17

Your BQM looks good so far. See this new thread for comparators.

https://community.virginmedia.com/t5/Tech-Chatter/What-is-your-non-fault-BQM-like/td-p/5202994

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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