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any idea if I can resolve intermittment issue? area 21, W4 London

For the past 4 weeks my working day (teams) has been a nightmare, with the 100mb connection I have dropping to 1-2mb and causing video to fall apart.

When I run download tests I get a very odd shape, that suggests that on download there is a split second pause a number of times

I would appreciate any advise as after hours of trying, I get no response from Virgin.

Thank you

 

Screenshot 2020-11-05 at 12.20.18.png

Screenshot 2020-11-06 at 13.30.10.png

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14027500002.738256 qam30
22027500003.740256 qam9
32107500003.740256 qam10
42187500003.940256 qam11
52267500003.540256 qam12
62347500003.740256 qam13
72427500003.540256 qam14
82507500003.940256 qam15
92587500003.940256 qam16
10266750000438256 qam17
112747500003.538256 qam18
122827500003.240256 qam19
132907500003.540256 qam20
142987500003.938256 qam21
153067500004.640256 qam22
163147500003.938256 qam23
173227500003.738256 qam24
183307500003.940256 qam25
193707500003.940256 qam26
203787500003.738256 qam27
213867500003.538256 qam28
223947500003.238256 qam29
234107500001.938256 qam31
24418750000238256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6580
2Locked40.312840
3Locked40.37970
4Locked40.32850
5Locked40.94370
6Locked40.31920
7Locked40.31290
8Locked40.9440
9Locked40.3470
10Locked38.9540
11Locked38.92140
12Locked40.341330
13Locked40.3120
14Locked38.9140
15Locked40.3300
16Locked38.97162070
17Locked38.91150
18Locked40.3270
1

Upstream bonded channels

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

16030000040512064 qam9
23940000038.5512064 qam12
34620000040512064 qam11
45370000040512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0010
3ATDMA0010
4ATDMA000

0

 

 

 

 

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
Bsgvca69834ncxv9873254k;f



Primary Downstream Service Flow

SFID9616
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0

 

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Re: any idea if I can resolve intermittment issue? area 21, W4 London

 

Primary Upstream Service Flow

SFID9615
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

Network Log

Time Priority Description

06/11/2020 12:54:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 23:19:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:16:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:16:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 12:50:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 08:46:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 08:10:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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Alessandro Volta
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Message 3 of 12
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

Over a wired or wireless connection?

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

My bad, I did include this then the post was blocked. Using ethernet, wired.

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Re: any idea if I can resolve intermittment issue? area 21, W4 London

So. I ran a soak test over the weekend, hard wired into router, this is my variable performanceScreenshot 2020-11-09 at 09.23.13.png

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Message 6 of 12
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

What's the best way to get any help from Virgin,  I have tried calling, sms and now this, but get a wall of slience.

 

James

 

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Alessandro Volta
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

 

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

Thanks, I have checked, service shows as fine.

 

Screenshot 2020-11-20 at 09.11.49.png

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b0d1318fb622107d3d991b937c2b60b16f6c086e

  

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Alessandro Volta
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

Your >> BQM << is looking OK since midnight.

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: any idea if I can resolve intermittment issue? area 21, W4 London

Downstream bonded channels

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

14027500002.938256 qam30
22027500003.940256 qam9
3210750000440256 qam10
4218750000440256 qam11
52267500003.940256 qam12
62347500003.740256 qam13
72427500003.740256 qam14
8250750000440256 qam15
9258750000440256 qam16
10266750000440256 qam17
11274750000440256 qam18
122827500003.440256 qam19
132907500003.740256 qam20
14298750000438256 qam21
153067500004.540256 qam22
163147500004.940256 qam23
173227500003.740256 qam24
18330750000440256 qam25
19370750000440256 qam26
203787500003.738256 qam27
213867500003.540256 qam28
223947500003.238256 qam29
23410750000238256 qam31
24418750000238256 qam32



Downstream bonded channels

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

1Locked38.9210
2Locked40.3310
3Locked40.3140
4Locked40.3110
5Locked40.340
6Locked40.3130
7Locked40.3100
8Locked40.9100
9Locked40.390
10Locked40.3190
11Locked40.3200
12Locked40.3160
13Locked40.3160
14Locked38.6200
15Locked40.3230
16Locked40.3240
17Locked40.3390
18Locked40.360
19Locked40.310
20Locked38.9110
21Locked40.3110
22Locked38.9120
23Locked38.6240
24Locked38.928

0

 

 

 

 

Upstream bonded channels

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

13260000039512064 qam13
23940000038.5512064 qam12
34620000038.5512064 qam11
45370000040512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
kfoA,.iyewrkldJKDHSUBsgvc



Primary Downstream Service Flow

SFID9616
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9615
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

 

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