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afx
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Internet AWFUL

So i'm back again, running the self check on the virgin media site says all is rosey..it isnt. I'm getting massive packet loss and intermittently zero connectivity at all, in the current scenario of trying to work from home this is ridiculous.

I've performed the usual shenanigans of restarting my router etc, to no avail.

This is my life at the moment:

BQM 07/09/20 

Please advise if there is anything currently ongoing in my area, the service status page suggests not.

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MikeRobbo
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Alessandro Volta
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Re: Internet AWFUL

Your >> BQM << is certainly showing problems on the far side of your VM Hub.

Can you go round all the accessible co-ax connections and ensure that they are finger tight.

Just to prove it is an external problem can you please

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

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

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
afx
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Re: Internet AWFUL

I'm running in modem mode, i've already double checked all the coax, all good.
Downstream:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 5.8 37 256 qam 21
2 139000000 8 38 256 qam 1
3 147000000 7.9 38 256 qam 2
4 155000000 7.3 38 256 qam 3
5 163000000 6.6 38 256 qam 4
6 171000000 6.6 38 256 qam 5
7 179000000 6.4 38 256 qam 6
8 187000000 6.4 38 256 qam 7
9 195000000 6 38 256 qam 8
10 203000000 5.6 38 256 qam 9
11 211000000 5.1 38 256 qam 10
12 219000000 4.6 38 256 qam 11
13 227000000 4.5 37 256 qam 12
14 235000000 4.3 38 256 qam 13
15 243000000 4.1 38 256 qam 14
16 251000000 3.9 38 256 qam 15
17 259000000 3.7 38 256 qam 16
18 267000000 3.5 37 256 qam 17
19 275000000 4 37 256 qam 18
20 283000000 4.9 37 256 qam 19
21 291000000 5.5 38 256 qam 20
22 307000000 5.8 38 256 qam 22
23 315000000 5.9 38 256 qam 23
24 323000000 5.8 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 4 0
2 Locked 38.9 0 0
3 Locked 38.6 4 0
4 Locked 38.9 5 0
5 Locked 38.6 0 0
6 Locked 38.6 5 0
7 Locked 38.6 19 0
8 Locked 38.9 5 0
9 Locked 38.6 5 0
10 Locked 38.9 5 0
11 Locked 38.6 5 0
12 Locked 38.9 5 0
13 Locked 37.6 3 0
14 Locked 38.6 4 0
15 Locked 38.6 5 0
16 Locked 38.6 0 0
17 Locked 38.6 0 0
18 Locked 37.6 8 0
19 Locked 37.3 0 0
20 Locked 37.6 5 0
21 Locked 38.9 4 0
22 Locked 38.6 6 0
23 Locked 38.6 6 0
24 Locked 38.6 6 0

Upstream:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299937 4.75 5120 32 qam 1
2 39399856 4.75 5120 16 qam 4
3 46199830 4.75 5120 32 qam 3
4 53700053 4.75 5120 64 qam 2


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
07/09/2020 10:35:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 10:12:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 10:10:19 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:49:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:46 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:45 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:45 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:44 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:44 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:43 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:43 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:42 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 07:48:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks for the reply.
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MikeRobbo
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Re: Internet AWFUL

From your Hub inwards everything looks OK stats wise, I can't comment on the Network Log but I suspect it all coincides with what is happening outside the Hub.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
afx
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Re: Internet AWFUL

Thanks Mike, i'll give them a bell..see if i get any joy.

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afx
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Re: Internet AWFUL

So a call indeed confirms they acknowledge there is an issue in the area, but the service status page still says nothing....
Oh well, its always good to know its not an issue internally, i'll stay tethered to my phone for work for now i guess and start looking for alternatives, when virgin works its brilliant, alas that's becoming less common just lately.
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KielTheLegend
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Re: Internet AWFUL

I had an issue with packet loss, there wasn't any problems in the area. However I pinged my local router and was getting 400ms. Google was 600ms. Turned out that the Hub 3 from virgin is absolute crap. Put in a separate router and place the VM hub 3 in modem mode using a WAN setup. Then my pings and packet loss went to 1ms locally and google 40ms. There is a crappy processor in those VM Hub 3's and cannot handle it. You might have already done this in which case more monitoring evolved.

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afx
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Re: Internet AWFUL

Thanks for the reply, yeah already using it in modem mode... Mainly because WiFi on the hub 3 is appalling. Issues ongoing here anyway with ploss. 

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KielTheLegend
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Re: Internet AWFUL

Check your logs in your router, see what they are saying. You could be a victim of DDOS attack and that could make your modem or router fall over and disconnect, this will show in the logs, well depending on your router.

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John_GS
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Re: Internet AWFUL

Hi afx,

 

Thanks for posting and my apologies for the broadband issues.

 

I can see from checking the system that there is an SNR issue (signal to noise ratio). The fault number is F008383045. The estimated fix date is the 14th September 2020. 

 

Kind regards,

John_GS
Forum Team

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