Virgin Media Community

[nick30uk]

Hi All,

Hoping someone can help / offer guidance.  For 2+ months now, I have been suffering with home working / home schooling where MS Teams and Zoom are used.  Thought it was poor wifi so got a mesh system which didn't help.  After looking on here, I ran the BQM test below and suspect a problem in the network at peak times?

I'm not sure if my issue is further compounded by the Superhub 3 & UDP traffic issues?  Either way, I'm having to resort to tethering my mobile to the laptop over 4G which is burning through my data allowance.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4e357eaa397bfb8d070cc598fa6bd4676da71ed5

Any help appreciated.

Thanks,

Nick

[nick30uk]

Downstream bonded channels

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

1	402750000	5.5	40	256 qam	30
2	202750000	4.5	40	256 qam	9
3	210750000	4.1	40	256 qam	10
4	218750000	3.9	40	256 qam	11
5	226750000	4	40	256 qam	12
6	234750000	4	40	256 qam	13
7	242750000	4	40	256 qam	14
8	250750000	3.7	40	256 qam	15
9	258750000	3.5	40	256 qam	16
10	266750000	3.7	40	256 qam	17
11	274750000	3.9	40	256 qam	18
12	282750000	4	40	256 qam	19
13	290750000	4.1	40	256 qam	20
14	298750000	4	40	256 qam	21
15	306750000	4.1	40	256 qam	22
16	314750000	4.5	40	256 qam	23
17	322750000	4.8	40	256 qam	24
18	330750000	4.9	40	256 qam	25
19	370750000	5.4	40	256 qam	26
20	378750000	5.3	40	256 qam	27
21	386750000	5.5	40	256 qam	28
22	394750000	5.6	40	256 qam	29
23	410750000	5.5	40	256 qam	31
24	418750000	5.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	8	0
2	Locked	40.3	22	0
3	Locked	40.9	12	0
4	Locked	40.3	5	0
5	Locked	40.3	9	0
6	Locked	40.3	11	0
7	Locked	40.9	15	0
8	Locked	40.3	13	0
9	Locked	40.3	11	0
10	Locked	40.9	16	0
11	Locked	40.3	14	0
12	Locked	40.3	11	0
13	Locked	40.3	8	0
14	Locked	40.9	12	0
15	Locked	40.9	17	0
16	Locked	40.9	18	0
17	Locked	40.3	10	0
18	Locked	40.9	6	0
19	Locked	40.3	4	0
20	Locked	40.3	9	0
21	Locked	40.9	7	0
22	Locked	40.9	7	0
23	Locked	40.3	10	0
24	Locked	40.3	15	0

[nick30uk]

Upstream bonded channels

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

1	60300000	43.3	5120	64 qam	1
2	39400000	43.3	5120	64 qam	4
3	46200000	44.8	5120	64 qam	3
4	53700000	44.8	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	21	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	11	0

[carl_pearce]

---

@nick30uk wrote:

Hi All,

Hoping someone can help / offer guidance.  For 2+ months now, I have been suffering with home working / home schooling where MS Teams and Zoom are used.  Thought it was poor wifi so got a mesh system which didn't help.  After looking on here, I ran the BQM test below and suspect a problem in the network at peak times?

I'm not sure if my issue is further compounded by the Superhub 3 & UDP traffic issues?  Either way, I'm having to resort to tethering my mobile to the laptop over 4G which is burning through my data allowance.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4e357eaa397bfb8d070cc598fa6bd4676da71ed5

Any help appreciated.

Thanks,

Nick

---

A terrible case of congestion (Oversubscription/utilization) (HUB stats are ok, some T3 timeouts, however to be expected with congestion, or the HUB being on without a reboot for a long period of time):

[nick30uk]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	ewrkldJKDHSUBsgvca69834nc

Primary Downstream Service Flow

SFID	13149
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12270
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[nick30uk]

Network Log

Time Priority Description

26/01/2021 16:43:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 21:24:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:28:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:55:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:55:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 07:47:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 12:36:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 12:36:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 12:22:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 12:22:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 11:39:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 19:33:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 11:10:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 11:10:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 14:12:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 09:20:58	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 09:20:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 16:59:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 04:56:4	notice	SW download Successful - Via NMS
14/01/2021 04:54:44	notice	SW Download INIT - Via NMS

[nick30uk]

Thanks for the quick response Carl, appreciated.

Assuming there is nothing at all I can do other than waiting for it to be addressed at some point in the future which isn't really an option unless it's imminent given that both work and home schooling is suffering?

[carl_pearce]

---

@nick30uk wrote:

Thanks for the quick response Carl, appreciated.

Assuming there is nothing at all I can do other than waiting for it to be addressed at some point in the future which isn't really an option unless it's imminent given that both work and home schooling is suffering?

---

Correct. By all means report it to VM

[nick30uk]

I've tried. They check my line and "all as is should be, no issue our side" is the answer.

I'll try one more time. I don't want to leave VM - the BT line in to the house was disconnected when I moved in 5 years ago and can be doing without all the hassle of finding and paying for an alternative and a reconnection. Sadly looking like that'll be my only option, more so given how much I spend with them and the coming price rises.

[Emma_C]

Hi Nick30uk, 

Thanks for your post and welcome to our community. 

I am very sorry you're having some issues with the services at the moment, I can appreciate this isn't ideal. 

I've had a look into the back end of things and can confirm that we're aware of an issue in the area at the moment under the reference F008621661. Due to this issue we are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

The estimated fix time for this is the 24th February 2021 at 09:00. We do apologise for any upset caused in the meantime. ,

Thanks.