Virgin Media Community

[fifi99]

Hello,
I was really hoping that the issue is temporary, but at this point I can certainly say that is it not. 

Issue: Mainly around 6-10 pm I am having DOWNLOAD and UPLOAD speed decrease. Firstly I checked if I am not losing any packets and how is the ping doing during that time but both of them are fine, packet loss is always on 0%, there is usually few lost but I do not think that is the matter, the ping itself is fine as well. The problem occurred around a month and a half ago and it seemed like usual performance downgrade as it is happening since I joined virgin media from time to time. Never last long so I was not afraid of that. Anyway I am attaching the pinging service history from today when the problem happened for the proof. I am not taking screenshot of the speed itself as I believe you are able to check it online. 

I have got M350 broadband packet and media hub 3. I never had a bad opinion about it, so I would like to stay like that. Please let me know if anyone has any idea what might cause the issue, if I should attach some data please let me know what is it and how am I able to  get it. 

I am absolutely not an expert when it comes to broadband connection, but I am aware enough to see that something is going on and it is not caused by me.

Many thanks for any source of help

Stay Safe

PS. Obviously I have got the PC connected with a wire and also checked on other devices, the problem remains the same.

[MikeRobbo · Accepted solution]

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

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.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM 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.

[MikeRobbo · Accepted solution]

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 click ‘Check Router 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.

[fifi99]

MY BQM LINK 

Downstream

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

1	203000000	7.4	40	256 qam	9
2	139000000	8.5	38	256 qam	1
3	147000000	8.5	40	256 qam	2
4	155000000	8.9	40	256 qam	3
5	163000000	8.5	40	256 qam	4
6	171000000	8.6	40	256 qam	5
7	179000000	8	40	256 qam	6
8	187000000	8.4	40	256 qam	7
9	195000000	7.8	40	256 qam	8
10	211000000	7	40	256 qam	10
11	219000000	6.6	40	256 qam	11
12	227000000	6.9	40	256 qam	12
13	235000000	6.8	40	256 qam	13
14	243000000	6.6	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.4	40	256 qam	16
17	267000000	5.9	40	256 qam	17
18	275000000	5.9	40	256 qam	18
19	283000000	5.6	40	256 qam	19
20	291000000	5.6	40	256 qam	20
21	299000000	6	40	256 qam	21
22	307000000	6	40	256 qam	22
23	315000000	5.5	40	256 qam	23
24	323000000	5.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	117	0
2	Locked	38.9	47	0
3	Locked	40.3	96	0
4	Locked	40.3	255	0
5	Locked	40.9	179	0
6	Locked	40.3	165	0
7	Locked	40.3	109	0
8	Locked	40.3	59	0
9	Locked	40.9	67	0
10	Locked	40.9	48	0
11	Locked	40.3	129	0
12	Locked	40.3	44	0
13	Locked	40.3	35	0
14	Locked	40.3	69	0
15	Locked	40.9	168	0
16	Locked	40.9	127	0
17	Locked	40.3	201	0
18	Locked	40.3	212	0
19	Locked	40.9	177	0
20	Locked	40.9	52	0
21	Locked	40.3	58	0
22	Locked	40.3	51	0
23	Locked	40.3	64	0
24	Locked	40.3	54	0

Upstream

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

1	60300000	44.8	5120	64 qam	1
2	46200000	44	5120	64 qam	3
3	53700000	44.5	5120	64 qam	2
4	39400000	43.8	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0

[fifi99]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	276830
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	276829
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

12/11/2020 17:52:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 06:30:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 05:52:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 05:01:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 17:50:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:28:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 08:10:33	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 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 02:12:38	notice	SW download Successful - Via NMS
04/11/2020 02:09:4	notice	SW Download INIT - Via NMS
02/11/2020 16:43:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 14:05:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 08:44:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 02:05:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:32:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:31:38	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;
29/10/2020 01:26:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:26:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:26:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:26:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Status

Item Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

[fifi99]

Bump

[MikeRobbo]

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

[MikeRobbo]

There is nothing in your Hub data or BQM that jumps out as a problem.

From mid afternoon and every couple of hours can you check the speeds  at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

[fifi99]

Today at 9 pm I got 89.86 Mbps instead of 350+ for a while, so the same problem as before. Although it is not so often anymore, as far as I remember yesterday was all good at the evening. It is hard to come up with any conclusions if it is just a common thing that once in a day I got decreased values or there is something wrong with that.

[Emma_C]

Hey Fifi99, 

Thanks for your post and welcome to our community. 

Very sorry for the delay in getting back in touch, we have been busier than usual. 

Are you still having issues with the service now? 

I've tried to locate your account but have been unable to do so, so please let us know if you still need further help.