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Recurring issues - lag, dropping off

I started a new contract 10 days ago with Virgin for 500mb/s internet. The WiFi signal is very poor, but I understand this is typical of SuperHub 3's and that a new router router will rectify this. When right next to the hub on WiFi we get around 350 mb/s, which is fine. However, the speed is unreliable, and when gaming online we experience lots of lag. It's basically not possible to play anything online due to constantly lagging and being kicked out of games. Whilst we can invest in a new router, I am not sure this will fix the issue as we are still having issues even when plugged in via ethernet cable.

This happens when on WiFi and also when connected to the hub through an ethernet cable. I & my housemates have been trying to contact Virgin for a week now, and just get cut off from the phone line every single time without being connected to a person. We have rung 30+ times over the last week and have not successfully been put through to a single person. I have also made a complaint online, but am conscious Virgin may not come back within our 14 day cooling off period. At this point I need to find out if it's possible to remedy this, and if not, I need to cancel. However, seeing as we can't speak to anyone at Virgin, I'm not even sure how we would go about cancelling within our 14 day period?

Any help would be much appreciated! 

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Alessandro Volta
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Message 2 of 4
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Re: Recurring issues - lag, dropping off

You need to test when wired. Wireless isn’t a guaranteed form of connectivity.

Post the network, upstream and downstream logs from the hubs admin pages


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Re: Recurring issues - lag, dropping off

Thanks for your quick response Gary - please see logs below (this was updated when wired)

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

259000000

1

40

256 qam

16

2

139000000

2.9

40

256 qam

1

3

147000000

2.7

40

256 qam

2

4

155000000

2

40

256 qam

3

5

163000000

1.9

40

256 qam

4

6

171000000

2.2

40

256 qam

5

7

179000000

1.7

40

256 qam

6

8

187000000

1.5

40

256 qam

7

9

195000000

1

40

256 qam

8

10

203000000

0.7

40

256 qam

9

11

211000000

0.7

40

256 qam

10

12

219000000

1

37

256 qam

11

13

227000000

0.5

35

256 qam

12

14

235000000

0.5

40

256 qam

13

15

243000000

0.9

40

256 qam

14

16

251000000

0.7

40

256 qam

15

17

267000000

1

40

256 qam

17

18

275000000

0.5

40

256 qam

18

19

283000000

0.5

40

256 qam

19

20

291000000

0.2

40

256 qam

20

21

299000000

0

40

256 qam

21

22

307000000

-0.5

40

256 qam

22

23

315000000

-0.9

40

256 qam

23

24

323000000

-1

40

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

10842

6

2

Locked

40.9

28724

215

3

Locked

40.9

25878

632267

4

Locked

40.3

24399

4330

5

Locked

40.9

31700

1636

6

Locked

40.9

21806

17221

7

Locked

40.9

14678

69

8

Locked

40.3

25550

8022

9

Locked

40.9

22981

61

10

Locked

40.9

19152

139

11

Locked

40.9

17625

107

12

Locked

37.6

1678237

12857

13

Locked

35.5

355729

88

14

Locked

40.9

19948

36

15

Locked

40.3

17506

9

16

Locked

40.9

13135

6

17

Locked

40.9

12270

25

18

Locked

40.3

13089

31

19

Locked

40.3

15460

27

20

Locked

40.9

16441

21

21

Locked

40.9

17791

11

22

Locked

40.3

15151

1

23

Locked

40.9

21460

1

24

Locked

40.9

22038

5

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

4.85

5120

64 qam

10

2

39400000

4.85

5120

64 qam

12

3

46200000

4.85

5120

64 qam

11

4

60300000

4.85

5120

64 qam

9




Upstream bonded channels

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

 

 

Network Log

Time

Priority

Description

11/11/2020 13:54:22

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 04:53:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 04:01:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 03:40:56

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/11/2020 03:22:33

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 14:57:10

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 14:55:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 14:24:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 13:42:10

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/11/2020 13:42:10

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 20:03:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 19:56:50

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 19:56:50

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 17:57:14

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 16:13:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 11:00:1

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 10:20:1

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 05:08:35

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/11/2020 03:37:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/11/2020 16:35:19

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Recurring issues - lag, dropping off

Hi Joonifer, 

Thanks for your post and welcome to our community. 

Very sorry for the delay in getting back in touch, we have been busier than usual. 

I'm also sorry you've had some issues with the service lately, this isn't good. 

I have had a look into the back end of things from here and can see that you've since spoken to the team who have been able to book an engineer. 

I'm sure the engineer will sort this problem out when they visit. 

Let us know how you get on. 

Emma_C - Forum Team
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