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Internet dropouts/buffering/High Latency issues

Hello everyone,

Unfortunately, I'll have to post here for help as I can't seem to get through to anyone at the VM call centre. Basically, I'm experiencing the issues listed below:

- Intermittent dropouts of WIFI on multiple devices

- High Bufferbloat/ Latency (Measured +300ms on dslreports), especially noticeable during gaming, noticed the issue both over WIFI and wired with an Ethernet cable.

- Streaming services are buffering constantly

- Yellow light showing on Hub 3.0

What I've tried:

- Multiple reboots and factory resets

- Tightened Coax cable

- Hub 3.0 in modem mode and connected an Ethernet cable to my laptop but saw no improvement; experiencing same bufferbloat/latency issues during tests on dslreports and during online gaming.

- Service Status as reported by VM seems fine

- Been running a BQM the last 5 days

Hopefully, somebody here can help me, see below my BQM and router status logs, thank you.

My BQM 

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Re: Internet dropouts/buffering/High Latency issues

Downstream bonded channels

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

13230000001.538256 qam24
21870000004.340256 qam7
3195000000440256 qam8
4203000000440256 qam9
52110000003.740256 qam10
62190000003.440256 qam11
7227000000338256 qam12
82350000003.238256 qam13
92430000002.938256 qam14
102510000002.538256 qam15
112590000002.438256 qam16
122670000002.238256 qam17
13275000000240256 qam18
142830000001.938256 qam19
152910000001.738256 qam20
162990000001.738256 qam21
173070000001.738256 qam22
183150000001.538256 qam23
193790000001.738256 qam25
203870000001.738256 qam26
213950000001.238256 qam27
224030000000.938256 qam28
234110000000.738256 qam29
244190000000.238256 qam30

 

 

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Re: Internet dropouts/buffering/High Latency issues

Downstream bonded channels

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

1Locked38.960
2Locked40.340
3Locked40.970
4Locked40.360
5Locked40.330
6Locked40.330
7Locked38.950
8Locked38.950
9Locked38.950
10Locked38.950
11Locked38.940
12Locked38.950
13Locked40.350
14Locked38.9110
15Locked38.940
16Locked38.950
17Locked38.660
18Locked38.650
19Locked38.600
20Locked38.950
21Locked38.960
22Locked38.660
23Locked38.950
24Locked38.980
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Re: Internet dropouts/buffering/High Latency issues

Upstream bonded channels

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

1603000004.6512064 qam4
2537000004.65512064 qam5
3394000004.425512064 qam7
4462000004.525512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Internet dropouts/buffering/High Latency issues

Network Log

Time Priority Description

02/11/2020 11:10:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 09:30:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 20:38:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 14:00:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 07:14:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 06:54:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 17:14:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 13:31:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 12:48:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 10:34:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 21:48:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 21:03:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 21:01:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 20:53:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 20:30:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 18:29:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 09:56:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 01:23:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 00:53:28criticalTFTP file complete - but failed Message Integrity check MIC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet dropouts/buffering/High Latency issues

Anybody?

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Re: Internet dropouts/buffering/High Latency issues

It's been two weeks now and nobody from Virgin Media has answered here?! 

Also my internet speed has now dropped from 100mb/s to 5mb/s!

Virgin Media, your service is appalling!

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Re: Internet dropouts/buffering/High Latency issues

Hello?

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Re: Internet dropouts/buffering/High Latency issues

Hi Subje,

 

Thanks for posting and sorry for the late reply, 

 

I've been able to locate your account using your forum details, I've been through diagnostics regarding the Internet issues and have arranged an engineer visit.

 

You can view the time and date of the appointment via your online account here

 

Alex_Rm

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Re: Internet dropouts/buffering/High Latency issues

Thank you.

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