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Message 1 of 9
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High Latency Issues

I'm a new Virgin Media customer on the M500 service, since the install of my service last week, I have had massive issues with latency on my connection. I have had 2 engineers out to confirm that there is a utilisation problem, yet trying to get this dealt with feels like pulling teeth!

I understand some issues can't be resolved immediately and have tried to deal with this situation in a reasonable manner with VM offering to accept a delay in the resolution time, if they would only confirm that the issue is being looked into and a target fix date in sight.

As it stands, I still have my Sky Fibre Broadband connection, which is rock solid, I had intended to cancel this after the VM service was installed. However, I am now left questioning if VM have a robust network that is fit for purpose in my area. 

Links to BQM's for VM as below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0914066361233199352fb903b0b75f688e...

 

In contrast to my Sky Fibre Service (which currently has most of my devices connected):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b557fa1c0670e9567099d9dfa057ec1f8...

 

Would appreciate some input from the moderators or the experiences of others and whether I should give VM a chance or cut my losses and cancel before my 14 days is up.

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Re: High Latency Issues

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

402750000
Locked

Ranged Upstream Channel (Hz)

39399996
Locked

Provisioning State

Online
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Re: High Latency Issues

Downstream bonded channels

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

1402750000-1.435256 qam25
21947500003.438256 qam8
32027500002.937256 qam9
42107500002.437256 qam10
5218750000237256 qam11
62267500001.737256 qam12
72347500001.237256 qam13
82427500000.737256 qam14
92507500000.537256 qam15
102587500000.236256 qam16
112667500000.236256 qam17
12274750000036256 qam18
132827500000.536256 qam19
142907500001.936256 qam20
152987500000.936256 qam21
16306750000-0.236256 qam22
17314750000-0.736256 qam23
18322750000-0.736256 qam24
19410750000-1.235256 qam26
20418750000-1.535256 qam27
21426750000-1.735256 qam28
22434750000-234256 qam29
23442750000-2.234256 qam30
24450750000-2.534256 qam31



Downstream bonded channels

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

1Locked35.53590
2Locked38.6490
3Locked37.6650
4Locked37.6680
5Locked37.3780
6Locked37.6770
7Locked37.6670
8Locked37.6640
9Locked37.31000
10Locked36.31220
11Locked36.62170
12Locked36.64290
13Locked36.67100
14Locked36.34140
15Locked36.37010
16Locked36.66170
17Locked36.64200
18Locked36.33350
19Locked35.53350
20Locked35.55600
21Locked3511710
22Locked34.920170
23Locked34.427650
24Locked34.336150
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Re: High Latency Issues

Upstream bonded channels

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

1393999964.5512064 qam4
2462000074.5512064 qam3
3536999914.65512064 qam2
4602999764.65512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: High Latency Issues

Network Log

Time Priority Description

04/09/2020 12:38:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:24Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 10:38:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 9
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Helpful Answer

Re: High Latency Issues

Hi mannz,

 

Welcome to our community and thanks for posting. Disappointing to hear your're having issues with our internet services. We understand the frustration this causes especially when you have only just joined us.

 

Unfortunately when we have taken a look remotely from our end with the details you have provided from your community profile, we can see there is a congestion issue currently affecting your services.

 

Due to this issue you may experience slow or intermittent internet connection. We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering you may be experiencing (particularly at peak times) will be resolved.

 

Our estimated fix time for this fault is the 11th of September at 11.15am. This is an estimated fix time so is subject to change, we do have a fault reference number for you F008386025. If you require an updates you can use this reference number.

 

Sorry for any inconvenience caused.

 

Kid regards Jodi

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Re: High Latency Issues

Hi Jodi,

Thanks for providing this information. I can confirm that following a brief outage on the 16/09 my connection has been much more stable and the BQM stats show a massive improvement. I assume this is as a result of planned work you referred to. 

It's a shame the faults team don't have the access you seem to have, as all I had from them on this issue was to reboot or pinhole reset my router. 

In any case, thanks for the clarity on this. 

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Re: High Latency Issues

Hi @mannz 

 

Apologies for the delay in response and to hear that there was planned work in the area. I'm sorry that the team weren't aware of this - it may have been that it hadn't been updated at the time. 

 

How has the connection been this week? Let us know if you need any further help. 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Re: High Latency Issues

Hi Hollie,

Thanks for following up. Other than an outage in the early hours this morning, it’s been a lot more stable and useable during the day on video conferencing since my last update. 

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