Constant drops and really slow page load times

[xSTrAfeRx]

Hi,

I'm new to Virgin Media and so far my experience has been awful. We are getting constant drops throughout the day and even more so in the evenings. It will also sometimes take up to 10 seconds for a simple webpage to load. Gaming is also near on impossible with having constant high latency spikes.

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[xSTrAfeRx]

Hi Adduxi

Here is the router status info:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	659000000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	659000000	9.1	37	256 qam	32
2	475000000	7.5	38	256 qam	9
3	483000000	8	38	256 qam	10
4	491000000	7.6	38	256 qam	11
5	499000000	7.9	37	256 qam	12
6	507000000	7.5	37	256 qam	13
7	515000000	7.9	38	256 qam	14
8	523000000	7.9	37	256 qam	15
9	531000000	7.8	38	256 qam	16
10	539000000	7.8	38	256 qam	17
11	547000000	7.4	37	256 qam	18
12	555000000	7.4	38	256 qam	19
13	563000000	7	37	256 qam	20
14	571000000	7.4	37	256 qam	21
15	579000000	6.9	37	256 qam	22
16	587000000	7	37	256 qam	23
17	595000000	7.1	37	256 qam	24
18	603000000	7	37	256 qam	25
19	611000000	7.8	37	256 qam	26
20	619000000	7.5	37	256 qam	27
21	627000000	8.1	37	256 qam	28
22	635000000	8	37	256 qam	29
23	643000000	8.5	37	256 qam	30
24	651000000	8.8	37	256 qam	31

Downstream bonded channels

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

1	Locked	37.6	631	1589
2	Locked	38.6	95	5432
3	Locked	38.9	126	5364
4	Locked	38.6	175	5010
5	Locked	37.6	124	5166
6	Locked	37.6	169	4875
7	Locked	38.6	163	5321
8	Locked	37.6	157	5226
9	Locked	38.6	146	5193
10	Locked	38.6	131	5252
11	Locked	37.3	164	5386
12	Locked	38.9	827	3460
13	Locked	37.6	835	3375
14	Locked	37.6	862	3561
15	Locked	37.6	876	3386
16	Locked	37.6	855	3455
17	Locked	37.3	886	3480
18	Locked	37.6	882	3312
19	Locked	37.6	813	3480
20	Locked	37.3	863	3384
21	Locked	37.6	793	3585
22	Locked	37.3	566	2343
23	Locked	37.6	496	2373
24	Locked	37.6	556	2304

[xSTrAfeRx]

Upstream bonded channels

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

1	49600000	49	5120	64 qam	1
2	23600000	47.5	5120	64 qam	5
3	30100000	49	5120	64 qam	4
4	36600000	49	5120	64 qam	3
5	43100000	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	vca69834ncxv9873254k;fg87

Primary Downstream Service Flow

SFID	233
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	232
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

17/08/2023 15:23:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 21:17:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 21:17:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 21:17:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 17:14:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 17:14:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 14:58:17	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 21:55:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 05:14:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 05:14:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2023 06:36:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:51:23	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;
10/08/2023 00:51:17	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:49:35	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;
10/08/2023 00:45:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:26:37	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:26:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:26:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:25:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2023 00:25:45	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[xSTrAfeRx]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd8c783043a8fd684f2faf9f96c9cdf07f...

[Adduxi]

Too many PostRS errors showing, indicative of noise in the circuit. Also packet loss on the BQM. All you can do is check for local faults and make sure all the connections from outside to inside to your Hub are finger tight. Apart from this, wait here a day or two for a VM Mod to pick this up and discuss. 

[Akua_A]

Hi @xSTrAfeRx 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having issues with dropouts on your service. This is not the level of service we look to provide especially to our new customers. I have had a look on the system and your hub seems to be having a long run time. Are you able to reboot the hub as seen here? https://virg.in/ConnectHelp This will help us run further tests back end.

Thanks,

[xSTrAfeRx]

Hi Akua_A

I've not been with Virgin Media for a month yet so I don't how it could be classed as having a high run time. Nevertheless I rebooted the hub as requested the other day and have still been experiencing drops and latency issues. 

Thanks

[Daniel_Et]

Hi @xSTrAfeRx, thank you for your response.

We're sorry to hear a reboot hasn't made any difference 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[xSTrAfeRx]

Hi

Had an engineer out who fixed a kinked cable in the cabinet. Seemed like it was better for a while but the issues have returned.

I'm still getting the constant drops and latency issues, working from home is near impossible with teams calls constantly having issues. No issues listed on Virgin Media site.

Getting 1000's of Download Post RS Errors:

Downstream bonded channels

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

1	515000000	11	38	256 qam	14
2	411000000	10.6	37	256 qam	1
3	419000000	10.9	37	256 qam	2
4	427000000	11	37	256 qam	3
5	435000000	11.1	37	256 qam	4
6	443000000	11	37	256 qam	5
7	451000000	11	38	256 qam	6
8	459000000	10.5	37	256 qam	7
9	467000000	10.6	37	256 qam	8
10	475000000	10.8	37	256 qam	9
11	483000000	10.9	37	256 qam	10
12	491000000	11	38	256 qam	11
13	499000000	10.9	38	256 qam	12
14	507000000	10.9	37	256 qam	13
15	523000000	11	38	256 qam	15
16	531000000	10.9	38	256 qam	16
17	539000000	10.9	37	256 qam	17
18	547000000	10.5	37	256 qam	18
19	555000000	10.3	38	256 qam	19
20	563000000	10.5	38	256 qam	20
21	571000000	10.3	37	256 qam	21
22	579000000	10.3	37	256 qam	22
23	587000000	10	37	256 qam	23
24	595000000	10.3	37	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	556	2456
2	Locked	37.6	60	3684
3	Locked	37.6	110	3757
4	Locked	37.6	111	3835
5	Locked	37.6	96	3743
6	Locked	37.6	89	3850
7	Locked	38.6	82	4243
8	Locked	37.6	120	4234
9	Locked	37.6	557	2490
10	Locked	37.6	569	2519
11	Locked	37.6	560	2587
12	Locked	38.6	564	2457
13	Locked	38.6	563	2321
14	Locked	37.6	592	2382
15	Locked	38.6	560	2450
16	Locked	38.6	592	2465
17	Locked	37.6	589	2487
18	Locked	37.6	504	2562
19	Locked	38.6	618	2375
20	Locked	38.6	566	2517
21	Locked	37.6	607	2353
22	Locked	37.3	584	2471
23	Locked	37.6	604	2342
24	Locked	37.6	577	2360