Virgin Media Always Going Down and Lag Spiking (READ)

[frankee1]

Hi!

So, I am with Virgin Media on their M500 Package, but we're having frequent disconnections & lag spikes.

(I have troubleshooted, moved the router all of that. / wired connection)

The engineer was sent around, he provided us a new cable & Hub Router, but that did not seem to fix the issues.

I contacted Virgin Media again & they insist that my connection is working completely fine, and will no longer respond about the Lag Spikes or the frequent disconnections when the Router would restart and go green.

I have my logs from the Router Status page, can somebody check these out for me. I've included, downstream, upstream and network log.

If I cannot get this sorted, I will leave anyways.

Thank you here are the logs.

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

1	Locked	38.6	107	0
2	Locked	37.6	615	0
3	Locked	37.3	1022	0
4	Locked	36.6	1521	27
5	Locked	35.7	2857	13
6	Locked	37.6	1988	0
7	Locked	37.6	2834	56
8	Locked	37.6	530	0
9	Locked	38.6	361	0
10	Locked	37.6	767	0
11	Locked	37.6	1736	0
12	Locked	37.6	534	0
13	Locked	37.6	346	0
14	Locked	37.6	388	0
15	Locked	38.9	650	0
16	Locked	37.6	908	0
17	Locked	37.6	809	0
18	Locked	37.6	138	0
19	Locked	37.6	110	0
20	Locked	37.6	108	0
21	Locked	37.3	583	0
22	Locked	38.6	564	0
23	Locked	37.6	131	76
24	Locked	37.6	158	0

Upstream bonded channels

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

1	43100000	46.5	5120	64 qam	2
2	23600000	45	5120	32 qam	5
3	30100000	45.5	5120	32 qam	4
4	36600000	45.5	5120	32 qam	3
5	49600000	47.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	0	37
3	ATDMA	0	0	3	12
4	ATDMA	0	0	1	6
5	ATDMA	0	0	2	0

Network Log

Time Priority Description

25/10/2023 12:26:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:31:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:18:25	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=3.0;
25/10/2023 10:15:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:15:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:32:3	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=3.0;
24/10/2023 23:31:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:31:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:30:33	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=3.0;
24/10/2023 23:30:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:30:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:29:3	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=3.0;
24/10/2023 23:28:47	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:33	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=3.0;
24/10/2023 23:28:3	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:27:44	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:26:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:26:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:25:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[frankee1]

Here is one missing part of the Downstream Bonded Channel

Downstream bonded channels

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

1	338750000	1	38	256 qam	26
2	202750000	1.7	37	256 qam	9
3	210750000	1.4	37	256 qam	10
4	218750000	1.5	36	256 qam	11
5	226750000	1.2	35	256 qam	12
6	234750000	1.2	37	256 qam	13
7	242750000	0.7	37	256 qam	14
8	250750000	0.7	37	256 qam	15
9	258750000	0.4	38	256 qam	16
10	266750000	-0.7	37	256 qam	17
11	274750000	-0.2	37	256 qam	18
12	282750000	0.7	37	256 qam	19
13	290750000	0.7	37	256 qam	20
14	298750000	0.7	37	256 qam	21
15	306750000	0.9	38	256 qam	22
16	314750000	0.9	37	256 qam	23
17	322750000	0.7	37	256 qam	24
18	330750000	1	37	256 qam	25
19	346750000	0.7	37	256 qam	27
20	354750000	0.7	37	256 qam	28
21	362750000	1	37	256 qam	29
22	370750000	1	38	256 qam	30
23	378750000	1	37	256 qam	31
24	386750000	0.4	37	256 qam	32

[carl_pearce]

Looks like a local outage.

[Lee_R]

Hi @frankee1 thanks for posting and welcome back to our community.

Sorry to hear of your intermittent internet service and the lag spikes.  And sorry for any inconvenience this may be causing. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R