Virgin Media Community

[steveman1]

I am a VM customer for many years and have always been happy with the broadband... until recently. I have M200 with download and upload speeds as should be when connected by ethernet to Hub 2 router. I was sent a Hub 3 but it was so bad I had to get them to downgrade me. Recently, I have had issues of the connection dropping several times a day. We are 2 workers and 3 children all at home and the wifi seems to be doing its job on multiple devices during the day.

However, the recent issues I'm not sure about. I have joined think broadband and have run the BQM for a couple of weeks now but not too sure what the graph is really telling me. There are huge spikes in latency and up to 100% packet loss. I rang VM today and they said to unplug the router etc for 10 mins then get back to them, which I am intending to do tomorrow.

Here is my BQM graph from a Friday. I would be grateful if someone with knowledge of reading the graphs thinks this sounds like an external issue or wifi related or something else. I don't want to buy a router quite yet to connect to the VM router. 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f75ca6eab1bcc9ad6b3267d7eb6974cb80de0710-12-02-2021]My Broadband Ping[/url]

Thanks in advance.

[jbrennand]

Not great - 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) and hit return. On the first page up click on the “router status” icon/text at top right corner of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – the Downstream, 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.

[steveman1]

Thanks John

Here is the data. If someone is happy to look at and give feedback. Thanks in advance.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	411000000	419000000	427000000	435000000	443000000	451000000	459000000	467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	6.14	6.02	5.96	5.99	6.00	6.12	6.12	6.08
RxMER (dB)	37.36	37.64	37.09	37.09	38.26	37.94	38.26	37.94
Pre RS Errors	719896	740794	844510	1005018	989885	1072483	1076474	1109075
Post RS Errors	9335	4037	9307	10991	8253	9152	8716	8902

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	2	4	3	1
Frequency (Hz)	39400000	25800000	32600000	46200000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	32QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	38.25	38.75	37.75	39.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	3	0	0	2
T4 Timeouts	0	0	0	0

Network Log

First Time	Last Time	Priority	Error Number	Description
13/02/2021 21:06:02 GMT	13/02/2021 21:06:02 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 21:06:02 GMT	13/02/2021 21:06:02 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 20:33:41 GMT	13/02/2021 20:33:41 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/02/2021 20:33:40 GMT	13/02/2021 20:33:40 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/02/2021 20:33:38 GMT	13/02/2021 20:33:38 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 20:33:37 GMT	13/02/2021 20:33:37 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 12:40:39 GMT	13/02/2021 12:40:39 GMT	Error (4)	68010302	DHCP WAN IP - [MOD EDIT: REMOVED]
13/02/2021 12:39:46 GMT	13/02/2021 12:39:46 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
13/02/2021 12:39:38 GMT	13/02/2021 12:39:38 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
13/02/2021 10:27:00 GMT	13/02/2021 10:27:00 GMT	Error (4)	68010302	DHCP WAN IP - [MOD EDIT: REMOVED]
13/02/2021 10:26:01 GMT	13/02/2021 10:26:01 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
12/02/2021 22:27:49 GMT	12/02/2021 22:27:49 GMT	Error (4)	68010302	DHCP WAN IP - [MOD EDIT: REMOVED]
12/02/2021 22:26:50 GMT	12/02/2021 22:26:50 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[steveman1]

Talked to VM today as connection kept dropping out. Some devices OK but my laptop connected to router by ethernet cable would not connect to internet. Had disconnected everything this morning then carefully put it all back together. Numerous restarts. Download and upload speeds spot on. VM are sending out Hub 3 again. They say all OK from their end but Hub 2 not able to give all data they need. Reluctant to connect Hub 3 as it was so bad last time I connected it I had to plead to them to downgrade as it was work threatening. Would appreciate if someone could analysis the data I posted yesterday.

Once again, thanks in advance. 16+ years with Virgin and never any issues.. until Covid. 

[jbrennand]

Does look like a connection issue. Can you reset it as per below and see that the RS error counts all reset to 0 (press the reset counter buttons if they dont). Then see if they start increasing into the 1000's - they shouldn't (although a few hundred is normal for an SH2

Also, post a link to the "share live graph" so we can see what the connection is like now.

Put the Hub3 on and see what its like - you can keep the SH2 and ask them to reactivate it onto your account if it's worse.
________________________________________

First, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

[steveman1]

Cheers John

Will follow your instructions when Hub 3 arrives Tuesday and update. Appreciate the advice.

[steveman1]

Hey John and Community

Just wanted to update you all.

Hub 3 arrived Tuesday. On Wednesday I followed John's instructions and stripped everything down and checked all equipment and coax cables etc and put back together. I had also purchased an ASUS RT-AC 86U router, as recommended by several VM customers. I connected the Hub 2 back and connected to ASUS router with Hub 2 in modem mode. All looking good since then, no package loss and the latency lower but still with high peaks. So, not quite sure if it was the stripping down that helped things or the router. Speed test shows much improved speeds on wifi devices than before. I am attaching BQM graph from today and the data as previous supplied. Make what you can of it but would be happy to hear some feedback. Hub 3 still in box... for now!

Cheers Steve

https://www.thinkbroadband.com/broadband/monitoring/quality/share/12bbed3d575e08083ac6a4ee185e18436c8c9cd5

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	411000000	419000000	427000000	435000000	443000000	451000000	459000000	467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	5.71	5.61	5.49	5.48	5.46	5.52	5.53	5.49
RxMER (dB)	38.61	38.98	38.26	38.26	39.40	39.40	39.40	38.98
Pre RS Errors	4511228	4671178	5371887	6359650	6347214	6833939	6853000	7034590
Post RS Errors	320	303	293	956	986	1053	971	993

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	2	4	3	1
Frequency (Hz)	39400000	25800000	32600000	46200000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Symbol/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	37.25	38.25	37.00	38.25
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	0	0
T4 Timeouts	0	0	0	0

Network Log

First Time	Last Time	Priority	Error Number	Description
21/02/2021 20:37:27 GMT	21/02/2021 20:37:27 GMT	Warning (5)	66050310	Auth Success - Web login successful.
20/02/2021 14:33:48 GMT	20/02/2021 14:33:48 GMT	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option
18/02/2021 11:00:24 GMT	18/02/2021 11:00:24 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
18/02/2021 10:49:59 GMT	18/02/2021 10:49:59 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
18/02/2021 00:42:09 GMT	18/02/2021 00:42:09 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
17/02/2021 16:26:36 GMT	17/02/2021 16:26:36 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
17/02/2021 15:57:00 GMT	17/02/2021 15:57:00 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
17/02/2021 15:41:40 GMT	17/02/2021 15:41:40 GMT	Warning (5)	66050310	Auth Success - Web login successful.
17/02/2021 15:39:49 GMT	17/02/2021 15:39:49 GMT	Warning (5)	66050310	Auth Success - Web login successful.
17/02/2021 15:22:47 GMT	17/02/2021 15:22:47 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
17/02/2021 15:20:09 GMT	17/02/2021 15:20:09 GMT	Warning (5)	66050310	Auth Success - Web login successful.
17/02/2021 15:18:29 GMT	17/02/2021 15:18:29 GMT	Warning (5)	66050310	Auth Success - Web login successful.