Virgin Media Community

[Danmc07]

I've been having terrible packet loss for many months now. I recently decided to get something done about it after upgrading to Gig 1. It originally started on my Hub 3, now my Hub 5 suffers the same issues.

Within the past 2 weeks I've had 2 engineers out. Both for different reasons but i outlined the packet loss issue to both. showing BQM graphs to them. Both engineers plugged their machine into the line and said there's nothing showing up as a fault so unsure what to suggest.

I upgraded my system to an Ubiquity system this week and even the Ubiquity system is notifying my of packet loss. 

So where do i go from here? I've had 2 engineers both stating my line is fine when clearly it isn't. There must be a fault at the box on the street or something as I've got two feeds coming into my house (one feeds the living room, and one that feeds the bedroom upstairs which is where the Hub is currently). both are having the same issue.

The above image is from my Dream Machine SE clearly stating there's a fault. 

My BQM from previous days  [unsure if im able to get a live view in modem mode] :

8/2/23

9/2/23

10/2/23

11/2/23

12/2/23

Downstream bonded channels

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

1	163000000	5.4	42	QAM 256	4
2	139000000	5.9	42	QAM 256	1
3	147000000	5.8	42	QAM 256	2
4	155000000	5.7	42	QAM 256	3
5	171000000	5.2	42	QAM 256	5
6	179000000	5.2	42	QAM 256	6
7	187000000	5.2	42	QAM 256	7
8	195000000	5.3	42	QAM 256	8
9	203000000	5.2	42	QAM 256	9
10	211000000	5.2	42	QAM 256	10
11	219000000	5.2	42	QAM 256	11
12	227000000	5.1	42	QAM 256	12
13	235000000	4.9	42	QAM 256	13
14	243000000	4.8	42	QAM 256	14
15	251000000	4.5	42	QAM 256	15
16	259000000	4.4	42	QAM 256	16
17	267000000	4.4	42	QAM 256	17
18	275000000	4.2	42	QAM 256	18
19	283000000	4.1	42	QAM 256	19
20	291000000	4	42	QAM 256	20
21	299000000	4.3	42	QAM 256	21
22	307000000	4.7	42	QAM 256	22
23	315000000	4.6	42	QAM 256	23
24	323000000	4.4	42	QAM 256	24
25	331000000	4.2	42	QAM 256	25
26	339000000	3.9	42	QAM 256	26
27	347000000	3.9	42	QAM 256	27
28	355000000	4	42	QAM 256	28
29	363000000	3.9	42	QAM 256	29
30	371000000	3.8	42	QAM 256	30
31	379000000	3.9	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	1	0
2	Locked	42	1	0
3	Locked	42	2	0
4	Locked	42	3	0
5	Locked	42	1	0
6	Locked	42	1	0
7	Locked	42	7	0
8	Locked	42	5	0
9	Locked	42	3	0
10	Locked	42	3	0
11	Locked	42	7	0
12	Locked	42	5	0
13	Locked	42	4	0
14	Locked	42	2	0
15	Locked	42	7	0
16	Locked	42	7	0
17	Locked	42	5	0
18	Locked	42	7	0
19	Locked	42	5	0
20	Locked	42	11	0
21	Locked	42	7	0
22	Locked	42	4	0
23	Locked	42	10	0
24	Locked	42	8	0
25	Locked	42	4	0
26	Locked	42	11	0
27	Locked	42	3	0
28	Locked	42	16	0
29	Locked	42	11	0
30	Locked	42	14	0
31	Locked	42	10	0

Upstream bonded channels

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

0	49600000	44	5120	QAM 64	1
1	43100000	43.5	5120	QAM 64	2
2	36600000	42.5	5120	QAM 64	3
3	30100000	42.5	5120	QAM 64	4
4	23600000	42	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log

Time Priority Description

15-02-2023 17:27:43	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 17:27:42	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 08:24:15	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 08:24:14	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 03:24:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 03:24:01	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 01:23:54	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 01:23:52	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 01:23:06	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:14:16	warning	Auth Reject - No Information;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:55	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:36	notice	REGISTRATION COMPLETE - Waiting for Operational status
13-02-2023 16:13:32	warning	Dynamic Range Window violation
13-02-2023 16:13:32	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=******;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:31	warning	Dynamic Range Window violation
13-02-2023 16:13:31	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:30	warning	Dynamic Range Window violation
13-02-2023 16:13:30	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:30	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:30	warning	Dynamic Range Window violation
13-02-2023 16:13:30	warning	Dynamic Range Window violation
13-02-2023 16:13:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=*****2;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:30	warning	Dynamic Range Window violation
13-02-2023 16:13:29	critical	No Ranging Response received - T3 time-out;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:29	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****;CMTS-MAC=*****
		DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:20	notice	TLV-11 - unrecognized OID;CM-MAC=cc:*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:17	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:13:15	notice	Honoring MDD; IP provisioning mode = IPv4
13-02-2023 16:13:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 16:12:49	critical	Cable Modem Reboot via RG reboot command

[Danmc07]

Any updates on this VM? Still having the same issues.

Seem to be getting more errors on the status page too

Downstream bonded channels

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

1 163000000 5.4 42 QAM 256 4

2 139000000 5.9 41 QAM 256 1

3 147000000 5.8 42 QAM 256 2

4 155000000 5.7 42 QAM 256 3

5 171000000 5.1 42 QAM 256 5

6 179000000 5.1 42 QAM 256 6

7 187000000 5.1 42 QAM 256 7

8 195000000 5.2 42 QAM 256 8

9 203000000 5.1 42 QAM 256 9

10 211000000 5.2 42 QAM 256 10

11 219000000 5.2 42 QAM 256 11

12 227000000 5.1 42 QAM 256 12

13 235000000 4.9 42 QAM 256 13

14 243000000 4.8 42 QAM 256 14

15 251000000 4.5 42 QAM 256 15

16 259000000 4.3 42 QAM 256 16

17 267000000 4.3 42 QAM 256 17

18 275000000 4.2 42 QAM 256 18

19 283000000 4.1 42 QAM 256 19

20 291000000 4.1 42 QAM 256 20

21 299000000 4.3 42 QAM 256 21

22 307000000 4.7 42 QAM 256 22

23 315000000 4.5 42 QAM 256 23

24 323000000 4.4 42 QAM 256 24

25 331000000 4.1 42 QAM 256 25

26 339000000 3.9 42 QAM 256 26

27 347000000 3.8 42 QAM 256 27

28 355000000 3.8 42 QAM 256 28

29 363000000 3.7 42 QAM 256 29

30 371000000 3.6 42 QAM 256 30

31 379000000 3.6 42 QAM 256 31

Downstream bonded channels

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

1 Locked 42 3 0

2 Locked 41 5 0

3 Locked 42 7 0

4 Locked 42 3 0

5 Locked 42 4 0

6 Locked 42 3 0

7 Locked 42 11 0

8 Locked 42 9 0

9 Locked 42 10 0

10 Locked 42 10 0

11 Locked 42 11 0

12 Locked 42 15 0

13 Locked 42 6 0

14 Locked 42 6 0

15 Locked 42 11 0

16 Locked 42 10 0

17 Locked 42 15 0

18 Locked 42 14 0

19 Locked 42 18 0

20 Locked 42 14 0

21 Locked 42 27 0

22 Locked 42 18 0

23 Locked 42 15 0

24 Locked 42 13 0

25 Locked 42 10 0

26 Locked 42 24 0

27 Locked 42 22 0

28 Locked 42 26 7

29 Locked 42 28 0

30 Locked 42 19 0

31 Locked 42 12 0

[legacy1]

I bet VM will ask you to put the silly hub in router mode for tests that their clearly is a line problem outside.

[Danmc07]

It was in router mode when both engineers were here and while they attached their machine to the line. Not sure what else they will be able to do from their computer in an office miles away 😕

[Matthew_ML]

Hey Danmc07, thank you for reaching out and I am so sorry you are having some major connection issues.

I can see from our end there has recently been a SNR outage which ended Sunday afternoon.

How has the connection been since this, any improvement this morning? Thanks 

[Danmc07]

Hi Matt thanks for the reply. Sadly this hasn't fixed the issue. I've had this problem for months but only after researching the issue have I decided to take it further with engineer visits.

Is there anything that can be done even though both engineers were saying the line looks fine on their computer? Fault at the box maybe?

[Ashleigh_C]

I'm so sorry to hear this @Danmc07 

I have checked and I cannot see any issues on our side that may be causing issues with your service. Are you able to confirm what exactly is currently happening with your connection? 

Thank you.

[Danmc07]

Hi Ash.

Basically any form of online gaming is a no go in this household. Constant messages of packetloss popping up while gaming followed by jittering lag.

I then looked into it some what and came across the BQM website. The logs from that website along with the logs I have on my Ubiquiti Dream Machine SE confirms to me their is an issue.

I've had this issue with my old Hub 3 router, Orbi mesh router, Hub 5 router and now my Ubiquiti Dream Machine. So surely it's something on your end?

Now obviously I don't want another engineer to come out just to plug his computer onto the line then tell me everything looks good like the last 2 installers. When evidently everything isn't good.

Not to mention the first engineer who came to my house chopped the feed off to my back bedroom at the brown box outside.... Which resulted in the next engineer having to recouple it. Now the cable going from the box to the back of the house looks ridiculous as it's too short and stretched.

[LukeLjJames]

man youve got one hell of a lot to setup in so many different ways i dont even know where to start - Here bro this guy sets up a DM se from start and makes all the different networks for different things depending on what they are going to be used for like Voip or guest network etc etc ....    some things need wider bandwidth/throughput/speed/ip's and a billion things too much for my little brain.... even a cat7 cable is only good for 10gb/s for a hundred meters or so if im not wrong and theres types of cabling and shielding and solid core and then ya got acces points and power dist and all the other bits - i honestly couldnt handle doing it all but i hope this guys video helps you understand and setup some more advanced settings .

https://youtu.be/3xBYnsCJjec

for gaming however i know a billion tweaks and what you need to look at - theres a lot of settings and a lot of variables from things as small as a game using tcp instead of udp for online .      Running a connection through a modem and through a network and god knows what else that setup of yours does (i saw cameras and electric doorlocks and crazy things - pretty wicked )   is gonna be a pain for a ping / network latency , packets / interference and all the other things that make everyone else kill you before you even get to hit them :*( lol .      if we havent got a complete stable 0% packet loss 12 - 30 ping it aint even worth playing in the league matches .

hopefully that network guy will help you with the dream machine but for gaming / settings for ethernet controller , adapter and tweaks to make windows and bloatware leave your connection alone and running fast you can have a read through this 

https://steamcommunity.com/sharedfiles/filedetails/?id=727946014

luke

[LukeLjJames]

oh and dont forget that virginmedia hub only puts out so much through the port that feeds the internet into your dm router etc ....even in modem mode and they are about as good as the Arriss wifi antenna's inside the hub 4 (laughable and they know exactly why they are but will never say it on the phone - just cheaper like limited mesh pods , disabled telephone ports on hubs and just letting customers go seek out solutions buy equipments and set up and configure all the things that we signed up for 😉 .

just grab a business spec AP or router from sisco and even a directional attenna and youll see the signal go through a thousand layers of brick walls and still be max 5 bars lightning lol ! Meanwhile i cant get 1 bar in my own toilet in the very next room to my hub but at least i can get thru to an indian call center and teach the person that answers my call all about what is wrong and what it all means and what their equipment is supposed to do before we say good bye to wait 24 hours or so for nothing to change at all and repeat that again and again for years until i just give up and stop calling 😉 its the fastest conn around though so its all good once you get it setup and optimized - just dont expect any help . get on the forums like overclock and speedguide etc