on 24-01-2022 10:44
Hi
I'm hoping someone can help me resolve issues i am having connecting to Citrix. My setup is a desktop PC connecting through wifi to a Hub 3 (I am on the 200mbs package). I dont have issues with the speed or latency for anything other than Citrix. I have tried a cabled connection and get the same issues. Basically on Citrix, there is a latency of around 3-4 seconds for everything I do, typing, moving the mouse etc. It makes it impossible to do any work.
One interesting thing is that I was recently staying at an airbnb at the end of my road, around 50m away from my house. They had Virgin too, a slower package, but I had zero issues using citrix (over a wired connection) for two weeks straight.
I'm sure its a problem with my connection somewhere down the line but i'm not sure what it could be.
I am told there is currently an issue in the area as well (but the problem with Citrix has persisted for a few weeks regardless of any recent area issues).
Thanks in advance, logs below:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 9.3 | 40 | 256 qam | 1 |
2 | 146750000 | 9 | 40 | 256 qam | 2 |
3 | 154750000 | 9.1 | 40 | 256 qam | 3 |
4 | 162750000 | 9.4 | 40 | 256 qam | 4 |
5 | 170750000 | 9.5 | 40 | 256 qam | 5 |
6 | 178750000 | 9 | 40 | 256 qam | 6 |
7 | 186750000 | 9.1 | 40 | 256 qam | 7 |
8 | 194750000 | 9.5 | 40 | 256 qam | 8 |
9 | 202750000 | 9 | 40 | 256 qam | 9 |
10 | 210750000 | 8.5 | 40 | 256 qam | 10 |
11 | 218750000 | 8.9 | 40 | 256 qam | 11 |
12 | 226750000 | 9 | 40 | 256 qam | 12 |
13 | 234750000 | 7.5 | 38 | 256 qam | 13 |
14 | 242750000 | 6.8 | 38 | 256 qam | 14 |
15 | 250750000 | 8.5 | 40 | 256 qam | 15 |
16 | 258750000 | 9.1 | 40 | 256 qam | 16 |
17 | 266750000 | 9.3 | 40 | 256 qam | 17 |
18 | 274750000 | 9.1 | 40 | 256 qam | 18 |
19 | 282750000 | 9.5 | 40 | 256 qam | 19 |
20 | 290750000 | 9.6 | 40 | 256 qam | 20 |
21 | 298750000 | 10 | 40 | 256 qam | 21 |
22 | 306750000 | 10.4 | 40 | 256 qam | 22 |
23 | 314750000 | 10.5 | 40 | 256 qam | 23 |
24 | 322750000 | 11.3 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 6 | 0 |
3 | Locked | 40.3 | 3 | 0 |
4 | Locked | 40.9 | 5 | 0 |
5 | Locked | 40.9 | 7 | 0 |
6 | Locked | 40.9 | 0 | 0 |
7 | Locked | 40.3 | 5 | 0 |
8 | Locked | 40.3 | 4 | 0 |
9 | Locked | 40.3 | 5 | 0 |
10 | Locked | 40.9 | 3 | 0 |
11 | Locked | 40.3 | 4 | 0 |
12 | Locked | 40.3 | 0 | 0 |
13 | Locked | 38.6 | 0 | 0 |
14 | Locked | 38.9 | 8 | 0 |
15 | Locked | 40.3 | 11 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.9 | 5 | 0 |
20 | Locked | 40.3 | 6 | 0 |
21 | Locked | 40.3 | 6 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.3 | 0 | 0 |
24 | Locked | 40.3 | 17 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 43.5 | 5120 | 64 qam | 7 |
2 | 39400000 | 43 | 5120 | 64 qam | 9 |
3 | 46200000 | 43.3 | 5120 | 64 qam | 8 |
4 | 60300000 | 43.8 | 5120 | 64 qam | 6 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 24-01-2022 10:45
Time Priority Description
24/01/2022 10:25:39 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/01/2022 10:24:33 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/01/2022 09:31:12 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/01/2022 23:15:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/01/2022 19:40:34 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 21:12:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 05:40:27 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/01/2022 05:39:30 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 02:24:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/01/2022 01:28:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/01/2022 07:40:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/01/2022 16:34:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/01/2022 03:03:51 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/01/2022 19:05:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/01/2022 11:54:36 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/01/2022 14:11:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/01/2022 23:54:35 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/01/2022 12:07:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/01/2022 14:37:47 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 24-01-2022 11:05
Some of the downstream power levels are too high, out of spec. You probably need a technician's visit, but first you need to check if there are any local faults.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker
If no faults found:
Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.
on 24-01-2022 13:50
Thanks for the response. I can see there are no issues in my area.
By the way, pingtest, speedtest etc all works fine, no dropped packets etc. my issue is only within the Citrix environment.
Hopefully someone from VM can take a look
Thanks
on 26-01-2022 14:09
Hi @Swifty1
Welcome to our Community Forums! I'm very sorry to hear that you're experiencing some ongoing issues with your connection.
I was able to check our systems and I can see that you're experiencing some problems with your downstream power levels. I will be more than happy to look into this further for you via Private Message.
Please keep an eye out for a purple envelope at the top right corner. I will be in touch with you soon.
Thank you.
on 26-01-2022 17:51
Hi @Swifty1
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.