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PhylSteamed
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Message 1 of 16
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Inconsistent and packet losses since installation.

Virgin Media M100 package installed from a brand new installation, as this property never had virgin before.

I've been monitoring the internet and it has been lagging, rubber banding, full of packet losses, impossible to play any ping related games, stream on Twitch or YouTube and all my video conferences/calls drop constantly.

The internet does reach the 100mb download and 10mb upload, although, it only reaches them when doing brief short tests.

I depend on the internet being stable to successfully work as I work from home, have loads of meetings, I'm also a streamer and a gamer, and due to the current instability I cannot do any of those.

I've also been running a BQM test to test all the ins, outs, latency, average, packet losses, and it's bad... Really bad.

I've also tested various different online games, e.g. Rocket League, Call of Duty, Apex Legends, Fortnite, FallGuys, Overwatch, PUBG, Escape from Tarkov and others; All of these require ping to be as stable as possible, which isn't, so I suffer from random rubber bands, lag, stuttering, dropped frames, packet loss, latency and others.

I've ran the the same tests on both my computer and 2 laptops individually, with 3 different Cables (CAT6, CAT7 and CAT5) and no devices connected to the WiFi or internet and they all displayed the exact same issues. I've also took the liberty to ensure the connections to the Modem (Hub3) and also the outside cabling is not damaged although I didn't open the box nor touched the cabling outside.

I've also been told on the VM app's help chat that by the 21st of December they would have finished the area works and I would have my situation fixed.
It hasn't, I still keep having the same exact issues.

BQM 27th Dec 2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/64d8907a1cb46d55ff061988569d89a5a3...

BQM 27th Nov 2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/55c47dae1c4c5934aaf094583eb377f18a...

These are some of my bqms to show the issues. It's like this every single day since October.

As a note: my area is number 31 as I live around the Kettering area.

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jb66
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Message 2 of 16
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Re: Inconsistent and packet losses since installation.

The fact it recovers off peak would suggest your area is over utilised 

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PhylSteamed
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Re: Inconsistent and packet losses since installation.

Router Status Page:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 723000000 9 38 256 qam 40
2 539000000 6.4 37 256 qam 17
3 547000000 6.5 37 256 qam 18
4 555000000 6.6 37 256 qam 19
5 563000000 6.6 37 256 qam 20
6 571000000 7 37 256 qam 21
7 579000000 6.5 37 256 qam 22
8 587000000 6.9 37 256 qam 23
9 595000000 7 37 256 qam 24
10 603000000 6.6 37 256 qam 25
11 611000000 7.1 37 256 qam 26
12 619000000 6.8 37 256 qam 27
13 627000000 7.3 37 256 qam 28
14 635000000 7.6 37 256 qam 29
15 643000000 7.4 37 256 qam 30
16 651000000 7.9 38 256 qam 31
17 659000000 7.9 38 256 qam 32
18 667000000 8 38 256 qam 33
19 675000000 8 37 256 qam 34
20 683000000 8.3 38 256 qam 35
21 691000000 8.9 38 256 qam 36
22 699000000 8.5 38 256 qam 37
23 707000000 9.1 38 256 qam 38
24 715000000 9.3 38 256 qam 39


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 315 0
2 Locked 37.3 6322 0
3 Locked 37.6 5422 0
4 Locked 37.6 4860 0
5 Locked 37.3 4790 0
6 Locked 37.3 2505 0
7 Locked 37.6 2280 0
8 Locked 37.6 1474 0
9 Locked 37.6 866 21
10 Locked 37.3 819 0
11 Locked 37.6 534 0
12 Locked 37.3 599 0
13 Locked 37.6 319 0
14 Locked 37.3 290 0
15 Locked 37.6 299 0
16 Locked 38.6 216 0
17 Locked 38.6 260 0
18 Locked 38.6 256 0
19 Locked 37.3 276 0
20 Locked 38.6 292 0
21 Locked 38.9 158 0
22 Locked 38.6 296 0
23 Locked 38.9 203 0
24 Locked 38.9 193 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 38.5 5120 64 qam 2
2 39400000 36.5 5120 64 qam 4
3 46200000 37 5120 64 qam 3
4 60300000 38.5 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 21 0
2 ATDMA 0 0 30 0
3 ATDMA 0 0 19 0
4 ATDMA 0 0 18 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
k;fg87dsfd;kfoA,.iyewrkld


Primary Downstream Service Flow
SFID 11764
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 11763
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
31/12/2020 11:02:36 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 10:25:40 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 10:25:40 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:59:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:25:39 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:25:39 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 21:48:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 05:57:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:25:40 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:25:40 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 22:28:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 16:41:52 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 22:25:38 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 22:25:38 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 20:45:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 10:25:39 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 10:25:39 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 04:17:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 22:30:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 22:25:38 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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MikeRobbo
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Message 4 of 16
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Re: Inconsistent and packet losses since installation.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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PhylSteamed
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Message 5 of 16
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Re: Inconsistent and packet losses since installation.

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Anonymous
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Message 6 of 16
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Re: Inconsistent and packet losses since installation.


@PhylSteamed wrote:

LIVE BQM 


Yes, terrible BQM:

carl_pearce_0-1609882014200.png

 

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PhylSteamed
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Message 7 of 16
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Re: Inconsistent and packet losses since installation.

A quick update:
I've phoned in as it was impossible to do any sort of work yesterday (Monday 4th of Jan 2021) and managed to get it upgraded to the M350 as I thought instead of going just to the M200 I'd go one above just in case.
So... now I don't have "Packet losses" shown in the BQM Graph, but it's still horrid.

Yeah, the big red today was me turning it off while I worked offline and I also thought it might've given a nice reset... didn't help.

Oh and, just 30 mins ago (21:01 5th Jan), all my speed tests in multiple places, including BQM, have resulted in less than 50% of the advertised speed of the M350 including the Speedtest that Virgin sends you to do.

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Anonymous
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Message 8 of 16
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Re: Inconsistent and packet losses since installation.


@PhylSteamed wrote:

A quick update:
I've phoned in as it was impossible to do any sort of work yesterday (Monday 4th of Jan 2021) and managed to get it upgraded to the M350 as I thought instead of going just to the M200 I'd go one above just in case.
So... now I don't have "Packet losses" shown in the BQM Graph, but it's still horrid.

Yeah, the big red today was me turning it off while I worked offline and I also thought it might've given a nice reset... didn't help.


Upgrading never fixes issues, ironically they can make things worse.

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PhylSteamed
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Message 9 of 16
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Re: Inconsistent and packet losses since installation.

That's true, I'm just a bit glad that the packet loss has disappeared, means it's an improvement? Maybe?
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PhylSteamed
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Message 10 of 16
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Re: Inconsistent and packet losses since installation.

So, it's been 1 week since I posted the Live BQM link.

Any solutions? Or am I going to have to cancel and go with another provider?

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