packet loss and low speeds

[LS95]

As subject states im getting horrible packet loss on discord and low upload and not near where i would expect for download speeds, given that this is more then likely my 5th? issue with this im looking to see if it can be resolved quickly

[jbrennand]

See these.

______________

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

If both, check for any “known network faults in your location - Try in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)
2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

_________________________

If nothing is reported there then,post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

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

[LS95]

Downstream bonded channels

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

1	330750000	-1	40	256 qam	25
2	202750000	0	40	256 qam	9
3	210750000	0	40	256 qam	10
4	218750000	0	40	256 qam	11
5	226750000	-0.2	40	256 qam	12
6	234750000	0	40	256 qam	13
7	242750000	-0.4	40	256 qam	14
8	250750000	-0.5	40	256 qam	15
9	258750000	-0.7	40	256 qam	16
10	266750000	-1	40	256 qam	17
11	274750000	-1.5	40	256 qam	18
12	282750000	-1.5	38	256 qam	19
13	290750000	-1.7	38	256 qam	20
14	298750000	-1.5	38	256 qam	21
15	306750000	-1.5	38	256 qam	22
16	314750000	-1.2	38	256 qam	23
17	322750000	-1	38	256 qam	24
18	338750000	-0.7	38	256 qam	26
19	346750000	-1	38	256 qam	27
20	354750000	-1	38	256 qam	28
21	362750000	-0.9	38	256 qam	29
22	370750000	-0.9	40	256 qam	30
23	378750000	-0.7	38	256 qam	31
24	386750000	-1	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	5	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.3	4	0
7	Locked	40.3	5	0
8	Locked	40.3	5	0
9	Locked	40.3	6	0
10	Locked	40.3	5	0
11	Locked	40.3	6	0
12	Locked	38.9	11	0
13	Locked	38.6	4	0
14	Locked	38.9	5	0
15	Locked	38.6	7	0
16	Locked	38.9	5	0
17	Locked	38.9	5	0
18	Locked	38.9	4	0
19	Locked	38.9	5	0
20	Locked	38.9	6	0
21	Locked	38.9	6	0
22	Locked	40.3	5	0
23	Locked	38.6	5	0
24	Locked	38.9	0	0

[LS95]

Upstream bonded channels

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

1	23600000	38.2	5120	16 qam	14
2	32599974	37	5120	64 qam	13
3	39400007	37	5120	64 qam	12
4	46199991	37	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	14	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[LS95]

Network Log

Time Priority Description

19/08/2023 16:27:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 16:27:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2023 16:23:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 05:26:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 02:10:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 02:10:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 20:17:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2023 14:10:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2023 14:10:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 03:39:22	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;
12/08/2023 03:38:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 03:38:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 03:38:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 03:38:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 03:38:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 03:12:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:33:48	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:33:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2023 15:46:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[LS95]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b3034b018493904b0702b4eedb7fdae31480cedf

[jbrennand]

BQM link - is not a link to your BQM - can you link to "share live graph"

Looks as if there is an issue on the upstream connection with on channel dropping to 16  qam and multiple T3 errors - likely to need a Tech visit to investigate

[LS95]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b3034b018493904b0702b4eedb7fdae314...

this is what is in the direct link box when i click share live graph

[LS95]

so its been 2 weeks with no response, I have to wonder if its just virgin medias policy to be so awful with customer service? I've never once had this type of treatment from a company. 

[LS95]

I am now actively losing work performance due to virgin medias willful disregard to sort the problem out