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TheresaWright
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Post to follow up conversation

Post to follow up conversation:

Hello,

I am posting today about my virgin media m500 broadband package. Recently i have been noticing inconsistent speeds and ping/jitter. I decided to run a few tests and do some research. I found out about bqms so i decided to run one. This showed occasional packet losses and high average latency at times.

Live link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0dc4b33cdc752dca86b0bd449b3349768e6e1679

Currently have had 100% loss over the past 9 hours.

I also did a network log and discovered a few 'critical' notices. To put simply it have no clue what any of it means.

Time Priority Description

28/12/2020 20:25:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:22:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:25:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:24:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:24:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:21:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:14:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:14:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 03:35:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:08:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:08:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 20:02:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 13:22:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 20:50:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 20:50:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 08:32:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 17:22:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I was wondering what the issue is and how to fix it. I am using the Hub 3 that came with the package. My speeds are varying from 2Mbps to 500Mbps (rarely 500 unless its early in the morning). To try to fix this i have: factory resetting router, tried different ethernet cables and ports, multiple devices. Virgin say there is no problem in my area. Thanks in advance for the help.

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tehwolf
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Re: Post to follow up conversation

that BQM looks like a fairly typical overutilisation pattern - i.e. it's nothing particularly wrong with *your* network, it's that there's too much load on VM's network in the area, so it struggles.

Unfortunately, there's not a huge amount you can do about this - you can and should contact VM to register the fault and press them for a fault reference number - it's likely that they are already aware of the issues in the area and will probably even give you a date by which they think it will be resolved.. however, if you spend some time browsing around here you'll see lots of other people with the same issue and lots of threads about how committed dates for resolution have slipped and slipped.

Realistically, you have two options, 1. put up with it and hope that VM eventually provisions additional capacity (or enough people get fed up and leave) or 2. seek an alternative supplier.

If you are mid-contract it's worth leaving the BQM running and use it as evidence of poor service - VM will try to sting you for early termination fees, but there are examples here where people have been let out of contracts early due to performance, and those BQMs are the supporting evidence you'll need for that..