Broadband high latency and hub errors

[Anoujrr]

My broadband is being very inconsistent over all devices. I’m getting issues such as pages suddenly not loading, WhatsApp calls being awful and even YouTube videos not loading, this happens over all devices. Sometimes the connection drops completely and the hub reboots itself. The telephone support are useless and keep saying my connection is fine and sending me an additional Wi-Fi pod.

Time Priority Description

11/05/2022 00:29:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 13:30:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 04:49:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 00:51:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 16:34:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2022 15:06:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2022 12:29:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 21:29:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2022 15:40:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:59:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 04:41:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 00:27:31	notice	SW download Successful - Via NMS
04/05/2022 00:25:24	notice	SW Download INIT - Via NMS
04/05/2022 00:03:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 14:06:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 13:17:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 04:33:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 23:13:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 23:13:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-

[Anoujrr]

Downstream bonded channels

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

1	139000000	9	40	256 qam	1
2	147000000	9	40	256 qam	2
3	155000000	9	40	256 qam	3
4	163000000	8.9	40	256 qam	4
5	171000000	9	40	256 qam	5
6	179000000	8.8	40	256 qam	6
7	187000000	8.5	40	256 qam	7
8	195000000	8.3	40	256 qam	8
9	203000000	8	40	256 qam	9
10	211000000	8	40	256 qam	10
11	219000000	7.5	40	256 qam	11
12	227000000	6.9	40	256 qam	12
13	235000000	6.4	40	256 qam	13
14	243000000	6.1	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	7	40	256 qam	16
17	267000000	7.5	40	256 qam	17
18	275000000	7.5	40	256 qam	18
19	283000000	8	40	256 qam	19
20	291000000	7.8	40	256 qam	20
21	299000000	8.3	40	256 qam	21
22	307000000	8.3	40	256 qam	22
23	315000000	8.3	40	256 qam	23
24	323000000	8.6	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	3913	1183
2	Locked	40.3	1670	5313
3	Locked	40.3	1128	7103
4	Locked	40.9	1745	4980
5	Locked	40.3	1916	2804
6	Locked	40.3	1670	1718
7	Locked	40.3	1600	1126
8	Locked	40.3	1479	900
9	Locked	40.3	1175	539
10	Locked	40.3	978	387
11	Locked	40.3	1595	5581
12	Locked	40.3	746	8255
13	Locked	40.3	845	874
14	Locked	40.9	963	1075
15	Locked	40.3	917	1044
16	Locked	40.3	941	837
17	Locked	40.3	838	1007
18	Locked	40.9	786	1157
19	Locked	40.3	766	1062
20	Locked	40.3	817	1063
21	Locked	40.3	812	1029
22	Locked	40.3	834	870
23	Locked	40.9	754	881
24	Locked	40.3	780	663

[Anoujrr]

[Adduxi]

Far too many PostRS errors, indicative of noise ingress on the circuit.  VM will need to send a technician to check this out.

Also your DS levels are getting too high, the max. level is +10, so that could be lowered as well.

If you wait here a day or two a VM Mod will pick this up.

[Anoujrr]

noise ingress on the circuit, by this do you mean between the vm connection point and their network beyond my house, or could it be between the hub and vim connection point in my house too?

Also any idea if virgin usually compensate people for the weeks their customer service fob people off saying the connection is fine when it wasn’t? (I know you don’t work for vm)

[Anoujrr]

[Adduxi]

Noise ingress could be anywhere in the circuit to your property. 
You could check your connections in the meantime. 

[John_GS]

Hi Anoujrr

Thanks for posting and welcome to the community. I am sorry for the broadband issues. It does need a tech which I will send you a PM now to book in. In relation to the automatic compensation question, this doesn't meet the criteria I'm afraid. I will send you the PM now for the tech visit.

Kind regards,