Virgin Media Community

[TeamFergus]

Hi,

I'm having issues where my broadband will slow down suddenly. Not sure what is at the root of the problem. My monitor is below., along with downstream and upstream.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/325799417ca5c3b053d16e81d7247601d6fbfb8e

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

1	234750000	2.2	36	256 qam	13
2	242750000	2.2	36	256 qam	14
3	250750000	2.2	36	256 qam	15
4	258750000	2.9	36	256 qam	16
5	266750000	3.5	36	256 qam	17
6	274750000	3.5	36	256 qam	18
7	282750000	3.5	36	256 qam	19
8	290750000	3.7	35	256 qam	20
9	298750000	3.9	35	256 qam	21
10	306750000	4.1	36	256 qam	22
11	314750000	4.5	36	256 qam	23
12	322750000	4.8	36	256 qam	24
13	330750000	4.9	36	256 qam	25
14	338750000	5	36	256 qam	26
15	346750000	5	36	256 qam	27
16	354750000	5	36	256 qam	28
17	362750000	5	36	256 qam	29
18	370750000	4.6	36	256 qam	30
19	378750000	4.5	36	256 qam	31
20	386750000	4.3	36	256 qam	32
21	394750000	4.5	36	256 qam	34
22	402750000	4.9	36	256 qam	35
23	410750000	5.5	36	256 qam	36
24	418750000	5.6	36	256 qam	37

Downstream bonded channels

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

1	Locked	36.6	1958045	0
2	Locked	36.6	2188972	0
3	Locked	36.3	2228496	0
4	Locked	36.6	1503100	0
5	Locked	36.3	1147091	0
6	Locked	36.3	1279621	0
7	Locked	36.3	1490763	0
8	Locked	35.7	1645345	0
9	Locked	35.7	1418614	0
10	Locked	36.3	970158	0
11	Locked	36.6	655188	0
12	Locked	36.3	590848	0
13	Locked	36.6	550166	0
14	Locked	36.3	581504	0
15	Locked	36.6	630864	0
16	Locked	36.6	610770	0
17	Locked	36.6	626345	0
18	Locked	36.3	757928	0
19	Locked	36.6	903481	0
20	Locked	36.3	668875	0
21	Locked	36.6	616547	0
22	Locked	36.6	478489	0
23	Locked	36.6	424161	0
24	Locked	36.6	382191	0

Upstream bonded channels

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

1	39400005	37.2	5120	16 qam	6
2	46200559	37.2	5120	16 qam	5
3	32599354	37	5120	16 qam	7
4	25799126	36.7	5120	16 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	18	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	90	0
4	ATDMA	0	0	94	0

[SCA1972]

@TeamFergus I have moved your post from the Tivo board to the broadband speed board as it is not a Tivo issue.

The hub stats posted so far mostly look OK, although the 16QAM on the upstream and the large number of T3 timeouts is unusual.  Some packet loss on the BQM but it doesn't seem consistent throughout the day.  If you could also post the network log from the hub that might shed some light on the issue.

When was the hub last restarted?

______________________
Scott

My setup: VM TV 360 box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[TeamFergus]

Thanks for your help moving the post, was in a bit of a rush.

Can't remember when it was last restarted, network log below.

Network Log

Time Priority Description

31/03/2022 14:03:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 10:06:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 09:53:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:10:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:08:55	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:08:54	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:04:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:04:14	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:04:13	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:02:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:02:29	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 04:02:29	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2022 14:47:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2022 06:26:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 07:05:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 07:04:57	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 07:04:57	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 03:24:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 00:49:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 18:37:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[SCA1972]

I don’t see anything untoward in the log.

If you can’t remember when it was last restarted, then it might have been some time ago and the upstream timeouts may be historical. Worth restarting the hub and seeing if that makes a difference. If not post the updated hub stats a few hours after the restart.

______________________
Scott

[Corey_C]

Thanks for your post and reaching out to the Community Forums, TeamFergus,

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics and our systems show that you are currently being affected by a local area fault ref#F009743039 and we are working to get this sorted as quickly as possible. The current ETA fix time is 07 APR 2022 10:35. Apologies again for the inconvenience.

Cheers,
Corey C