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jonbrook
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Gig 1 London - almost unusable every evening

After 10 years with BT and having maybe 3 or 4 service issues the whole period, we signed up to Virgin Gig 1 a couple of months ago and it's basically terrible.  Almost unusable in the evenings. 

The speed is no problem, but after doing a bit of research including on this really helpful form, the problem looks like latency and dropped packets, starting at 1600 every day.

Here's the BQM read out for the last 24 hours:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd8d98896a9f353f72dbcd1ca17aada0b130ec08-17-01-2021

Could someone let me know what is going here, and if there is a solution (short of returning to BT ?!)

Thanks v much 

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MikeRobbo
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Alessandro Volta
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Re: Gig 1 London - almost unusable every evening

Your >> BQM << is a mess.

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 ...

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jonbrook
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Re: Gig 1 London - almost unusable every evening

Network Log

Time Priority Description

Mon 04/01/2021 07:00:463Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 04/01/2021 07:00:463No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 04/01/2021 07:03:253Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 04/01/2021 07:03:253No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 07/01/2021 08:23:174DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 07/01/2021 08:23:176DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:34:013SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:34:055Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:34:156CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:34:163No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:34:276CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:37:053SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:37:095Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:37:113No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:37:236CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:43:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:45:193Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:46:275MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/01/2021 09:46:313No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 11/01/2021 11:18:425MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/01/2021 12:04:053No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/01/2021 14:18:026CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/01/2021 20:46:353No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 14/01/2021 16:24:334DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 14/01/2021 16:24:336DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 00:01:316SW Download INIT - Via NMS
Fri 15/01/2021 00:02:486SW download Successful - Via NMS
Fri 15/01/2021 00:05:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:27:353Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:27:353No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:29:143Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:29:153No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:30:143Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:30:153No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:30:343Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:30:353No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:31:343Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:31:343No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:31:543Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:31:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:32:543Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:32:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:35:343Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:35:343No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:35:553Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:35:553No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:40:533Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 15/01/2021 01:40:543No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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jonbrook
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Re: Gig 1 London - almost unusable every evening

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
wrkldJKDHSUBsgvca69834ncx


Primary Downstream Service Flow
SFID
5740
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
27052
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort
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jonbrook
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Re: Gig 1 London - almost unusable every evening

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000046.35120 KSym/sec64QAM3
22580000045.85120 KSym/sec64QAM6
33260000045.85120 KSym/sec64QAM5
43940000046.35120 KSym/sec64QAM4


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0020
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000


 

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jonbrook
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Re: Gig 1 London - almost unusable every evening

3.0 Downstream channels

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

304027500007.539QAM25630
11387500006.539QAM2561
21467500006.339QAM2562
31547500006.239QAM2563
41627500006.339QAM2564
51707500006.139QAM2565
61787500006.238.6QAM2566
71867500006.439QAM2567
81947500006.239QAM2568
92027500006.238.6QAM2569
102107500006.339QAM25610
112187500006.139QAM25611
122267500006.239QAM25612
132347500006.138.6QAM25613
14242750000639QAM25614
152507500006.338.6QAM25615
162587500006.738.6QAM25616
172667500006.838.6QAM25617
182747500007.239QAM25618
192827500007.639QAM25619
202907500007.239QAM25620
21298750000738.6QAM25621
223067500007.439QAM25622
233147500007.238.6QAM25623
243227500006.939QAM25624
253307500007.139QAM25625
263707500007.538.6QAM25626
273787500007.339QAM25627
283867500007.838.6QAM25628
293947500008.139QAM25629
314107500007.438.6QAM25631



3.0 Downstream channels

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

30Locked38.98326100
1Locked38.98326100
2Locked38.98326100
3Locked38.98326100
4Locked38.98326100
5Locked38.98326100
6Locked38.60537700
7Locked38.98326100
8Locked38.98326100
9Locked38.60537700
10Locked38.98326100
11Locked38.98326100
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.60537700
16Locked38.60537700
17Locked38.60537700
18Locked38.98326100
19Locked38.98326100
20Locked38.98326100
21Locked38.60537700
22Locked38.98326100
23Locked38.60537700
24Locked38.98326100
25Locked38.98326100
26Locked38.60537700
27Locked38.98326100
28Locked38.60537700
29Locked38.98326100
31Locked38.60537700
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jonbrook
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Message 7 of 20
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Re: Gig 1 London - almost unusable every evening

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159864K1680QAM4096424



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked418.86152205750
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jonbrook
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Message 8 of 20
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Re: Gig 1 London - almost unusable every evening

Thanks for the reply MikeRobbo.

All info now posted.

I had to hotspot off my phone to get this to work - that's how terrible the connection is the evening.

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MikeRobbo
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Alessandro Volta
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Message 9 of 20
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Re: Gig 1 London - almost unusable every evening


@jonbrook wrote:

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159864K1680QAM4096424



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked418.86152205750

You only have one Upstream Channel, you should have four and the Power Level on that one is 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'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jonbrook
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Message 10 of 20
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Re: Gig 1 London - almost unusable every evening

Do you mean only one 3.1 Downstream channels ?

And does this mean a faulty installation ?

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