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nhumphri
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Message 1 of 10
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Dropped packets and high latency - practically unusable at peak time

Hi there

The quality of our 100mb/s broadband connection has been really bad this week making it unusable at peak times. In desperation we've all been hot-spotting from our phones!

What I've tried:

  • Rebooting hub 
  • Resetting hub to factory default
  • Virgin status page - says everything's fine

I've set up a service to monitor ping responses to my public router IP and it's clearly showing heavy packet loss and high latency at peak times:

nhumphri_0-1610039190361.png

This is what I'm used to seeing when its working:

nhumphri_1-1610039434302.png

What's the best way of ensuring this problem is acknowledged by Virgin Media and getting a fix ETA?

Last time I rang they said everything was fine and the helpline wouldn't even connect today!

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MikeRobbo
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Alessandro Volta
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Message 2 of 10
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Re: Dropped packets and high latency - practically unusable at peak time

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Dropped packets and high latency - practically unusable at peak time

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.

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.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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nhumphri
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Re: Dropped packets and high latency - practically unusable at peak time

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nhumphri
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Re: Dropped packets and high latency - practically unusable at peak time

Downstream bonded channels

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

1539000000-338256 qam17
2547000000-338256 qam18
3555000000-3.238256 qam19
4563000000-2.738256 qam20
5571000000-2.738256 qam21
6579000000-2.737256 qam22
7587000000-2.537256 qam23
8595000000-2.438256 qam24
9603000000-2.238256 qam25
10611000000-2.538256 qam26
11619000000-2.738256 qam27
12627000000-2.738256 qam28
13635000000-2.237256 qam29
14643000000-1.937256 qam30
15651000000-237256 qam31
16659000000-237256 qam32
17667000000-2.437256 qam33
18675000000-237256 qam34
19683000000-237256 qam35
20691000000-1.937256 qam36
21699000000-1.937256 qam37
22707000000-2.237256 qam38
23715000000-2.237256 qam39
24723000000-2.237256 qam40



Downstream bonded channels

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

1Locked38.6120
2Locked38.990
3Locked38.6220
4Locked38.690
5Locked38.6160
6Locked37.690
7Locked37.6120
8Locked38.6120
9Locked38.6100
10Locked38.6120
11Locked38.6100
12Locked38.660
13Locked37.6180
14Locked37.6110
15Locked37.380
16Locked37.680
17Locked37.6200
18Locked37.6120
19Locked37.6120
20Locked37.690
21Locked37.6210
22Locked37.6100
23Locked37.3130
24Locked37.6100

 

Upstream bonded channels

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

13940000041.5512064 qam6
24619990842512064 qam5
33260000041.3512064 qam7
42580053641.3512016 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0010
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nhumphri
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Re: Dropped packets and high latency - practically unusable at peak time

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID203684
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID203683
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

07/01/2021 17:29:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 23:50:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 23:19:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 23:12:37noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 23:11:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 21:49:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 19:05:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 17:24:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 17:23:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 17:17:36noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 16:45:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:12:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:11:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:11:47criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:05:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:04:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:04:59criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 14:58:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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nhumphri
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Message 7 of 10
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Re: Dropped packets and high latency - practically unusable at peak time

Is there anything else you need? It's no better this week 😞

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MikeRobbo
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Alessandro Volta
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Message 8 of 10
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Re: Dropped packets and high latency - practically unusable at peak time

Your >> BQM << is a mess, I'm thinking that there are possibly two things affecting your connection.

Firstly, it looks like you are in an area of high utilisation.

Secondly it looks like you have a lot of noise / bad connection on the line.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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nhumphri
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Message 9 of 10
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Re: Dropped packets and high latency - practically unusable at peak time

Thanks

Tried all that but same story today. I've got an engineer booked for Monday. Assuming this is a fault that can be fixed, is there anything else I should do to help fault finding or suggest to the engineer?

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MikeRobbo
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Message 10 of 10
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Re: Dropped packets and high latency - practically unusable at peak time

Not really,


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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