Virgin Media Community

[srkain]

Hi all,

I am in the Bromley area BR1 and I am experiencing high latency and dropped packets constantly.

Please find below my live BQM link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/485db3b88ac404688ba177ae3cd218136174c996

I've tried rebooting the HUB 3 several times and it didn't improve the situation.

Is it a problem with the HUB or a Bromley BR1 area issue?

Thanks,

Rennan

[Andruser]

On the very limited data so far, I'd say far more likely to be an area fault or cable problem than a fault with the hub.  Hubs do occasionally go wrong, but not normally in a manner that creates a latency and packet loss issue between the hub and CMTS.

I must say that I'm suspicious it'll turn out to be over-utilisation, but we'll only be able to say when we've seen what's happening across a full 24 hours.  

[srkain]

Thanks for your reply.

The packet losses are making very difficult to WFH as people can't hear me properly on VoIP calls.

Also, very bad lag when gaming.

I've tried phoning 0800 561 0061 and apparently, there are no issues reported in the area as of now.

Please find below more info from the hub itself after rebooting the modem a few minutes ago:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	402750000	Locked
Ranged Upstream Channel (Hz)	39399983	Locked
Provisioning State	Online

Downstream bonded channels

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

1	402750000	3.5	38	256 qam	30
2	202750000	3.2	37	256 qam	9
3	210750000	3	37	256 qam	10
4	218750000	3	37	256 qam	11
5	226750000	2.9	37	256 qam	12
6	234750000	3	37	256 qam	13
7	242750000	2.5	37	256 qam	14
8	250750000	2.5	37	256 qam	15
9	258750000	2.5	37	256 qam	16
10	266750000	2.7	37	256 qam	17
11	274750000	2.7	37	256 qam	18
12	282750000	3.2	38	256 qam	19
13	290750000	3	37	256 qam	20
14	298750000	3.2	37	256 qam	21
15	306750000	3.2	38	256 qam	22
16	314750000	3.2	37	256 qam	23
17	322750000	3.2	38	256 qam	24
18	330750000	3.5	38	256 qam	25
19	370750000	3.4	38	256 qam	26
20	378750000	3.2	38	256 qam	27
21	386750000	3.5	38	256 qam	28
22	394750000	3.4	38	256 qam	29
23	410750000	3.5	38	256 qam	31
24	418750000	3.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	5	0
2	Locked	37.3	5	0
3	Locked	37.6	6	0
4	Locked	37.3	6	0
5	Locked	37.6	6	0
6	Locked	37.6	4	0
7	Locked	37.6	0	0
8	Locked	37.6	7	0
9	Locked	37.3	5	0
10	Locked	37.6	7	0
11	Locked	37.6	5	0
12	Locked	38.6	6	0
13	Locked	37.6	4	0
14	Locked	37.6	5	0
15	Locked	38.6	18	0
16	Locked	37.6	6	0
17	Locked	38.6	5	0
18	Locked	38.6	0	0
19	Locked	38.6	0	0
20	Locked	38.6	5	0
21	Locked	38.6	14	0
22	Locked	38.6	5	0
23	Locked	38.6	0	0
24	Locked	38.6	0	0

Upstream bonded channels

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

1	39399983	49	5120	64 qam	3
2	32600000	49	5120	64 qam	4
3	46200063	49	5120	64 qam	2
4	53700041	49	5120	64 qam	1

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	.iyewrkldJKDHSUBsgvca6983

Primary Downstream Service Flow

SFID	21182
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	21207
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[JohnEpton]

Hi

i am in Br6 and I been suffering this exact same problem for 6m +. Despite lots of promises and posts to this Forum, nothing has changed. I get very similar graphs to you, apart from the middle of the night when it settles down.

I had  VOIP telephone service with Vonage an I have had to cancel my contract. It was not possible to have a clear conversation for more than about 10 minutes. 50% of the words were randomly missing. Following tests, the utilisation and Latency issues were between me and VM. It did not seem to be a fault with Vonage.

Best of luck with this one.

John

[Andruser · Accepted solution]

@srkain Unfortunately there's nothing wrong with your hub's status data.  Unfortunate because power and noise problems are usually an easy fix.  Let's see how it is looking tomorrow.  If the BQM is all good between half midnight and 8:00am and then goes to pot again, then it is over-utilisation. 

[Andruser · Accepted solution]

Just looked at your live BQM, and I'm afraid that it is over-utilisation, and a bad case at that.

Some advice we've given to somebody else in the same boat here.  And in case you want to believe VM's protestations of a fix date in a few weeks, try reading this from start to finish.  And then when you get to the end of that and it all sounds quite promising, read this.

[srkain]

@Andruser Thanks for your reply.

I've read the threads you mentioned and it does seems I am facing the same issues.

I've signed my contract on 10 January 2020 so I am out next month. Do I need to call them now and give the 30 notice for cancelations?

Shame as I believe there are no other broadband options in the area with the kind of speeds that VM offers, but this latency is killing any useability for work or gaming, even though downloads work just fine.

My BCM graph looks horrendous and I can't use a rely on a network that only works properly from midnight to 8am.

I'll try to research other providers around here.

[srkain]

---

@JohnEpton wrote:

Hi

i am in Br6 and I been suffering this exact same problem for 6m +. Despite lots of promises and posts to this Forum, nothing has changed. I get very similar graphs to you, apart from the middle of the night when it settles down.

I had  VOIP telephone service with Vonage an I have had to cancel my contract. It was not possible to have a clear conversation for more than about 10 minutes. 50% of the words were randomly missing. Following tests, the utilisation and Latency issues were between me and VM. It did not seem to be a fault with Vonage.

Best of luck with this one.

John

Hi John,

Thanks for your message.

Are you still with VM or moved to another provider?

Thanks,

Rennan

[Andruser]

@srkain I've signed my contract on 10 January 2020 so I am out next month. Do I need to call them now and give the 30 notice for cancelations?

Well, first of all check that it's a 12 month contract.  For a while now VM have been using disgraceful 18 month contracts (along with other large ISPs) whilst the clowns at Ofcom lark around and pour custard down each others trousers.  Or whatever it is that Ofcom do, it certainly isn't looking after end users.  If you're in an 18 month contract then I'd suggest formal complaint to VM, if/when that doesn't get a results escalate to the arbitration service CISAS, asking for release from contract immediately and without penalty, plus compensation for the shoddy service in previous months.

Assuming it is a 12 month contract, don't issue your 30 days yet, do your research (including checking any prospective ISP's customers' opinions on Trustpilot and ISPReview), if you're good to go then get connected and ONLY THEN cancel VM.  Admittedly that gives VM another month's revenue for a sub-par service, but the planned overlap means that if the new install is delayed or faulty you don't get left without a connection. 

And if you're committed to leaving, cancel by post so that you don;t have to endure either the poor VM telephone service, or have the siren voices of the retentions team promising heaven and earth to get you to stay.

And finally, although it may seem otherwise, I'm disappointed to be offering this advice.  In my opinion VM could make a fairly modest number of strategic changes that would give customers far better service and outcomes, but senior management choose not to, and continue with their heads firmly in the sand.  Good luck whatever way you choose to go.  

[JohnEpton]

Rennan

i am still with VM. I have dropped Vonage and signed up for a VM landline. So far the quality is very, very good and I finally got my old Vonage number ported to the new line. ( after about 5 attempts)

john