Packet loss and latency issues

[Bradleygraham84]

Ive been having nothing but issues with my internets latency, constantly lagging while gaming with packet loss and latency errors since the day i got the internet installed.

I have gone through all the steps, resetting and restarting. Nothings helped.

[Ashleigh_C]

Hi again @Bradleygraham84

Thanks so much for your private message and confirming your address, I have now booked you a visit for connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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. 

[Ashleigh_C]

Hi there, 

Thank you so much for reaching out to me via the PM and I am so sorry to hear that you are experiencing continued issues after the engineer visit and new Hub. 

Per our PM conversation are you able to post your Hub status and logs for us? To do this;

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link'.

Thank you

[Bradleygraham84]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29c87e0c35356d6bd7cfee57afb99351eda499fb

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	227000000	Locked
Ranged Upstream Channel (Hz)	46200014	Locked
Provisioning State	Online

Downstream bonded channels

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

1	227000000	1.5	38	256 qam	12
2	139000000	2.2	37	256 qam	1
3	147000000	2.4	37	256 qam	2
4	155000000	2.5	38	256 qam	3
5	163000000	2.5	38	256 qam	4
6	171000000	2.5	38	256 qam	5
7	179000000	2.2	38	256 qam	6
8	187000000	2.2	38	256 qam	7
9	195000000	2.2	38	256 qam	8
10	203000000	2	38	256 qam	9
11	211000000	1.7	38	256 qam	10
12	219000000	1.7	38	256 qam	11
13	235000000	1.5	38	256 qam	13
14	243000000	1.2	38	256 qam	14
15	251000000	1.2	38	256 qam	15
16	259000000	1.4	38	256 qam	16
17	267000000	1.5	38	256 qam	17
18	275000000	1.2	38	256 qam	18
19	283000000	1.4	38	256 qam	19
20	291000000	1.4	38	256 qam	20
21	299000000	1.9	38	256 qam	21
22	307000000	1.7	38	256 qam	22
23	315000000	1.7	38	256 qam	23
24	323000000	2.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	53	0
2	Locked	37.6	67	0
3	Locked	37.6	58	0
4	Locked	38.9	59	0
5	Locked	38.9	64	0
6	Locked	38.9	72	0
7	Locked	38.9	80	0
8	Locked	38.9	91	0
9	Locked	38.6	58	0
10	Locked	38.9	57	0
11	Locked	38.6	45	0
12	Locked	38.9	51	0
13	Locked	38.6	56	0
14	Locked	38.6	70	0
15	Locked	38.6	58	0
16	Locked	38.9	60	0
17	Locked	38.9	69	0
18	Locked	38.6	54	0
19	Locked	38.6	71	0
20	Locked	38.6	60	0
21	Locked	38.6	52	0
22	Locked	38.6	41	0
23	Locked	38.6	66	0
24	Locked	38.6	35	0

Upstream bonded channels

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

1	46200014	43.8	5120	64 qam	1
2	25800000	43.8	5120	64 qam	4
3	32600021	43.8	5120	64 qam	3
4	39400039	43.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Bradleygraham84]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	DHSUBsgvca69834ncxv9873254k;f

Primary Downstream Service Flow

SFID	17507
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	10666
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

31/01/2022 11:39:0	critical	No Ranging Response received - T3 time-out;CM-
31/01/2022 11:17:30	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-
31/01/2022 11:17:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
29/01/2022 10:55:28	critical	No Ranging Response received - T3 time-out;CM-
28/01/2022 14:33:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-
28/01/2022 14:33:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
28/01/2022 13:55:41	notice	LAN login Success;CM-
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-
28/01/2022 13:26:10	notice	LAN login Success;CM-
28/01/2022 13:22:43	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-
28/01/2022 13:22:43	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
28/01/2022 12:54:19	notice	SW download Successful - Via Config file
28/01/2022 12:52:2	notice	SW Download INIT - Via Config file
28/01/2022 12:51:52	Error	Disruption during SW download - Power Failure
28/01/2022 12:49:12	notice	SW Download INIT - Via Config file
28/01/2022 12:49:1	critical	No Ranging Response received - T3 time-out;CM-
21/12/2021 15:37:6	notice	Unit has been restored to factory defaults from a software issued command;CM-
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-
20/12/2021 16:50:56	notice	SW download Successful - Via Config file
20/12/2021 16:45:0	notice	SW Download INIT - Via Config file

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29c87e0c35356d6bd7cfee57afb99351eda499fb

[Martin_N]

Thank you for that information Bradleygraham84.

I have taken a look on our side and I am unable to see any issues. 

Can you confirm if you're still having an issue with this?

^Martin

[Bradleygraham84]

Hi Martin,

Yes, Ive been having these issues for over a month now and nothing has changed. Its incredibly frustrating as Im getting knowhere with virgin. This is taking a long time to sort out.

Thanks,

Bradley.

[gary_dexter]

Looks like typical congestion/over-utilisation. 

Don’t expect a quick fix anytime soon. 

[Bradleygraham84]

Just to show that my computer isnt the issue. I went to my mothers house to test the Broadband.

[Kain_W]

Hi Bradleygraham84,

Thanks for posting and welcome back to the community!

Sorry for the issue still persisting.

From checking our service I can see you have since contacted our contact centre team.

Has the service improved at all?

Let us know,

[Bradleygraham84]

No, nothing has changed at all. I was told to reset the router and that was all.

Bradley.