Virgin Media Community

[lewis94]

I raised this as an issue last February and have since had two new modems and the cable and 'switch' replaced inside my property. The last engineer swapped my connection at the box outside and said the cable may be the fault, however I have never heard anything back

I have tried to be patient as I know there are other bigger issues in the world right now but it has now got to the point I cannot watch progammes on a lot of my apps as they keep buffering.

Apps used are Britbox, Plex, Prime, Netflix, Disney +, Apple Tv. I am on M200 and using Firesticks or Firecube to play my apps. My current speed for downloads as of this morning was 74mbs and 64mbs

Using ThinkBroadband tester I am getting a lot of latency spikes, just like last time.

Two attempts have been made last week to speak to someone via the call centre. Both times having spent an hour waiting I gave up.

Any help would be appreciated

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2b127aa5aa0fa95711cfdade7a1206a2ed9542e4-16-01-2021

[MikeRobbo]

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?

[MikeRobbo]

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.

[lewis94]

I have followed your request. Using the SamKnows website I have the following

Latency 17.5ms

Jitter 2.50ms

Download 87.8mbps

Upload 21.7mbs

The ethernet connection speed reported for that device is 100mbs

[lewis94]

Downstream

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

1	435000000	9.1	38	256 qam	36
2	235000000	9	38	256 qam	13
3	243000000	8.9	38	256 qam	14
4	251000000	9	38	256 qam	15
5	259000000	9.1	38	256 qam	16
6	267000000	9.5	38	256 qam	17
7	275000000	9.5	38	256 qam	18
8	283000000	9.6	38	256 qam	19
9	291000000	9.6	38	256 qam	20
10	299000000	9.9	38	256 qam	21
11	307000000	9.8	38	256 qam	22
12	315000000	10.1	38	256 qam	23
13	323000000	9.9	38	256 qam	24
14	347000000	10.3	40	256 qam	25
15	355000000	9.5	38	256 qam	26
16	363000000	9.5	38	256 qam	27
17	371000000	8.9	38	256 qam	28
18	379000000	9.1	38	256 qam	29
19	387000000	8.9	38	256 qam	30
20	395000000	9.4	38	256 qam	31
21	403000000	9	38	256 qam	32
22	411000000	9.3	38	256 qam	33
23	419000000	9	38	256 qam	34
24	427000000	9.5	38	256 qam	35

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

1	Locked	38.6	86	0
2	Locked	38.9	37	0
3	Locked	38.9	39	0
4	Locked	38.9	44	0
5	Locked	38.6	42	0
6	Locked	38.9	29	0
7	Locked	38.6	41	0
8	Locked	38.9	40	0
9	Locked	38.9	33	0
10	Locked	38.9	36	0
11	Locked	38.9	50	0
12	Locked	38.9	38	0
13	Locked	38.6	25	0
14	Locked	40.3	28	0
15	Locked	38.9	33	0
16	Locked	38.9	38	0
17	Locked	38.9	56	0
18	Locked	38.9	50	0
19	Locked	38.6	70	0
20	Locked	38.9	43	0
21	Locked	38.9	81	0
22	Locked	38.9	51	0
23	Locked	38.9	66	0
24	Locked	38.9	58	0

[lewis94]

Upstream

Upstream bonded channels

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

1	25800000	37	5120	64 qam	6
2	32600000	37	5120	64 qam	5
3	39400000	37.5	5120	64 qam	4
4	46199993	38	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0

[lewis94]

Configuration

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	sgvca69834ncxv9873254k;fg

Primary Downstream Service Flow

SFID	25315
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	25314
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[lewis94]

Network

Network LogTime Priority Description

16/01/2021 15:19:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:08:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:27:17	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;
15/01/2021 10:27:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 21:02:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:50:11	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;
11/01/2021 20:50:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:54	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:47	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 05:22:44	notice	SW download Successful - Via NMS
09/01/2021 05:21:8	notice	SW Download INIT - Via NMS
07/01/2021 12:13:48	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;
07/01/2021 12:13:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 17:26:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 00:13:49	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;
04/01/2021 00:13:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 11:06:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 12:13:48	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;
31/12/2020 12:13:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 05:14:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo]

---

@lewis94 wrote:

I have followed your request. Using the SamKnows website I have the following

Latency 17.5ms

Jitter 2.50ms

Download 87.8mbps

Upload 21.7mbs

The ethernet connection speed reported for that device is 100mbs

---

The configuration of the device and cable that you tested with will never get much over 90Mbs, either the ethernet cable or the Network Interface Card  (NIC) are restricting the speed of the connection.

Easiest check is to replace the ethernet cable with a different Cat 5e or above cable.

If that doesn't work check the settings of the NIC.

[MikeRobbo]

A couple of your Downstream Power Levels are too high.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

1	435000000	9.1	38	256 qam	36
2	235000000	9	38	256 qam	13
3	243000000	8.9	38	256 qam	14
4	251000000	9	38	256 qam	15
5	259000000	9.1	38	256 qam	16
6	267000000	9.5	38	256 qam	17
7	275000000	9.5	38	256 qam	18
8	283000000	9.6	38	256 qam	19
9	291000000	9.6	38	256 qam	20
10	299000000	9.9	38	256 qam	21
11	307000000	9.8	38	256 qam	22
12	315000000	10.1	38	256 qam	23
13	323000000	9.9	38	256 qam	24
14	347000000	10.3	40	256 qam	25
15	355000000	9.5	38	256 qam	26
16	363000000	9.5	38	256 qam	27
17	371000000	8.9	38	256 qam	28
18	379000000	9.1	38	256 qam	29
19	387000000	8.9	38	256 qam	30
20	395000000	9.4	38	256 qam	31
21	403000000	9	38	256 qam	32
22	411000000	9.3	38	256 qam	33
23	419000000	9	38	256 qam	34
24	427000000	9.5	38	256 qam	35