Virgin Media Community

[kezzaman]

Hello

On 21/02/2020 virgin in my area dropped out for several hours (Fault Ref: F007813826), it was fixed apparently but since then ive been having problems. 

High pings, packet lose, slow speeds.

Before the fault id get 350+ consistantly, since the fault it hasnt been above 100 and some of the time less than 10. The worst thing is when the ping becomes unstable making it impossible to game. Its usual when the speed drops to around 10 that this happens to the ping and there's also packet lose. Everything seems to be worse in the evening and or when it rains? but that might be a coincidence.

I thought maybe the line was being worked on so i waited for a while but im not so sure about that now.

Please Halp 😁 

[MikeRobbo]

Firstly set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

Then

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 each tab onto here, a Guru will be along soon to decipher the info.

[kezzaman]

ok, thx

[kezzaman]

Once again its gotten worse at night, cant game and struggling to watch vids above 480p.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	187000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	187000000	4.6	40	256 qam	7
2	195000000	4.5	40	256 qam	8
3	203000000	4.1	40	256 qam	9
4	211000000	4	40	256 qam	10
5	219000000	4	40	256 qam	11
6	227000000	4	40	256 qam	12
7	235000000	4	40	256 qam	13
8	243000000	3.7	40	256 qam	14
9	251000000	3.5	40	256 qam	15
10	259000000	3.7	40	256 qam	16
11	267000000	3.9	40	256 qam	17
12	275000000	3.7	40	256 qam	18
13	283000000	3.7	40	256 qam	19
14	291000000	3.7	40	256 qam	20
15	299000000	3.9	40	256 qam	21
16	307000000	4	40	256 qam	22
17	315000000	4	40	256 qam	23
18	323000000	3.9	40	256 qam	24
19	443000000	2	40	256 qam	25
20	451000000	2	40	256 qam	26
21	459000000	1.9	40	256 qam	27
22	467000000	1.7	40	256 qam	28
23	475000000	1.7	40	256 qam	29
24	483000000	1.4	40	256 qam	30

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	269	79
2	Locked	40.3	187	78
3	Locked	40.3	225	77
4	Locked	40.3	263	77
5	Locked	40.9	243	78
6	Locked	40.3	256	78
7	Locked	40.3	266	78
8	Locked	40.3	320	81
9	Locked	40.3	325	82
10	Locked	40.9	420	83
11	Locked	40.9	428	80
12	Locked	40.9	374	81
13	Locked	40.9	397	84
14	Locked	40.3	402	85
15	Locked	40.3	387	83
16	Locked	40.3	409	84
17	Locked	40.9	334	84
18	Locked	40.9	339	85
19	Locked	40.9	950	91
20	Locked	40.9	1015	92
21	Locked	40.3	1179	91
22	Locked	40.3	1325	92
23	Locked	40.9	1249	90
24	Locked	40.3	1284	91

Upstream bonded channels

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

1	32600000	4.725	5120	64 qam	3
2	46199965	4.75	5120	64 qam	1
3	39400000	4.925	5120	64 qam	2
4	25799956	4.65	5120	64 qam	4

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

[kezzaman]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-rtsxxl35016u-b.cm

Primary Downstream Service Flow

SFID	215022
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	215021
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

09/03/2020 23:16:8	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2020 05:12:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 23:09:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 12:43:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 11:38:47	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 11:20:28	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 10:13:29	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 10:02:12	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 09:20:58	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2020 01:48:21	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 19:07:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2020 03:10:42	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 11:02:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2020 21:39:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2020 13:02:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2020 12:30:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2020 03:29:42	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2020 23:28:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2020 17:39:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 05:25:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[kezzaman]

www.thinkbroadband.com/broadband/monitoring/quality/share/6d5d9756051dc85297ed655acd8220de1eebbe20

[MikeRobbo]

---

@kezzaman wrote:

www.thinkbroadband.com/broadband/monitoring/quality/share/6d5d9756051dc85297ed655acd8220de1eebbe20

---

That graph is probably as good as it gets.

Can you carry out a couple of speed tests at speedtest.net using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other items connected.

Then post the results on here.

[kezzaman]

my down speed tests are ranging between 10-100 on a wired connection

[MikeRobbo]

Paste links to the tests then we can see all the info.

Image has just appeared.

[MikeRobbo]

Try a factory reset and then see what the speed tests come up with.

With the Hub Powered on use a paperclip or similar and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check your system again.