Poor upload speed, packet loss and disconnections

[charlieegan3]

Hi,

I have had to restart my router (using it in modem mode) as I was disconnected and wasn't coming back online.

Since then, I have had terrible upload speeds. I pay for M350 and video calling on this connection impossible.

I see various errors in my network log on the router status page.

Any ideas?

Can someone share where the compensation details are for service below minimum guaranteed speeds with virgin and explain how I can claim if eligible yet?

---

Some details for diagnostics

Speedtest over ethernet (restarted again and no improvement)

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	160518
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	160517
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

20/01/2022 12:18:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:43	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:43	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:24	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:17:24	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:16:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:16:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 11:25:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 04:34:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 08:10:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 06:25:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 05:31:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 13:42:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2022 16:46:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 12:50:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 12:50:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 12:32:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 17:20:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[charlieegan3]

Downstream bonded channels

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

1	203000000	2	37	256 qam	9
2	211000000	1.5	37	256 qam	10
3	219000000	1.5	38	256 qam	11
4	227000000	1.2	37	256 qam	12
5	235000000	1.2	37	256 qam	13
6	243000000	0.9	37	256 qam	14
7	251000000	0.7	38	256 qam	15
8	259000000	0.5	38	256 qam	16
9	267000000	0.5	38	256 qam	17
10	275000000	0.4	38	256 qam	18
11	283000000	0.4	38	256 qam	19
12	291000000	0.5	38	256 qam	20
13	299000000	0.9	37	256 qam	21
14	307000000	0.2	38	256 qam	22
15	315000000	0.2	38	256 qam	23
16	323000000	0.2	38	256 qam	24
17	331000000	0.4	38	256 qam	25
18	339000000	0.5	38	256 qam	26
19	347000000	0.5	38	256 qam	27
20	355000000	0.5	38	256 qam	28
21	363000000	0.7	38	256 qam	29
22	371000000	0.7	38	256 qam	30
23	379000000	0.9	38	256 qam	31
24	387000000	0.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	5	0
2	Locked	37.6	5	0
3	Locked	38.6	3	0
4	Locked	37.6	5	0
5	Locked	37.6	8	0
6	Locked	37.6	6	0
7	Locked	38.6	1	0
8	Locked	38.6	6	0
9	Locked	38.6	8	0
10	Locked	38.6	9	0
11	Locked	38.6	14	0
12	Locked	38.6	12	0
13	Locked	37.6	4	0
14	Locked	38.6	7	0
15	Locked	38.6	5	0
16	Locked	38.9	6	0
17	Locked	38.6	6	0
18	Locked	38.9	6	0
19	Locked	38.6	6	0
20	Locked	38.6	8	0
21	Locked	38.9	6	0
22	Locked	38.9	5	0
23	Locked	38.9	5	0
24	Locked	38.9	0	0

[charlieegan3]

Upstream bonded channels

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

1

60300098

58

5120

16 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

33

0

[charlieegan3]

Unsure if this means anything - only showed after triggering a test at my postcode.

https://care.virginmedia.com/care/check-services

[charlieegan3]

Today I've been having issues with my connection (https://community.virginmedia.com/t5/QuickStart-set-up-and/Poor-upload-speed-packet-loss-and-disconn...

I called up support and was told there was work on in my area and that there was an 'outage communicator' where I can follow such things. They didn't know how to sign me up for that, does anyone know how?

I'd like to get some warning of issues impacting my service to the level where it's not at all usable.

[Kath_F]

Hi charlieegan3, 

Thanks for your post and apologies to hear your speeds have been affected recently. 

Taking a look at the account, I can see there was a fault affecting you but this has since been resolved. There is no longer a fault affecting you. I've checked the Hub stats and the power levels and signal levels are all within optimal range. 

If you are still having an issue with your speeds, we will need to remove the third party router that's connected and connect a PC/Laptop direct to the hub instead. Reboot the Hub and then test the speed. Let us know the outcome. 

In terms of compensation, we only offer this for periods where there is a total loss of service lasting 48 hours or more. You can view more on the Minimum Speed Guarantee here. 

Pop back and let us know how things have been since the fault cleared. 

Speak soon, 

[charlieegan3]

Hi Kath. The fault has indeed been cleared after over 48hrs of effectively being disconnected due to having a low uploaded speed of around 0.2mpbs and 10-15% packet loss. Despite how disruptive that is, and I was effectively disconnected during that time, I understand I am due no compensation.

How can I get notified of such outages in the future? I'd like to get a text message or email when there are incident in my area.

[Akua_A]

Thank you for your response @charlieegan3.

As mentioned by Kath, we would only compensate for a total loss of service for 48hours. You can find out more here https://virg.in/autocomp.

You can also sign up for text notifications via your my VM account under the "My profile" Tab.

Thanks,

[charlieegan3]

> You can also sign up for text notifications via your my VM account under the "My profile" Tab.

This doesn't seem to be true. Can you show me a picture?

[charlieegan3]

I keep getting emails about replies but then come here and there aren't replies on the thread 😕