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Mage
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High Ping, Low Speeds, High Packet Loss

Hello,

I am posting today about my virgin media m500 broadband package. Recently i have been noticing inconsistent speeds and ping/jitter. I decided to run a few tests and do some research. I found out about bqms so i decided to run one. This showed occasional packet losses and high average latency at times.

Live link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0dc4b33cdc752dca86b0bd449b3349768e6e1679

Currently have had 100% loss over the past 9 hours.

I also did a network log and discovered a few 'critical' notices. To put simply it have no clue what any of it means.

Time Priority Description

28/12/2020 20:25:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:22:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:25:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:24:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:24:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:21:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:14:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:14:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 03:35:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:08:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:08:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 22:07:4Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 20:02:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 13:22:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 20:50:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 20:50:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 08:32:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 17:22:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I was wondering what the issue is and how to fix it. I am using the Hub 3 that came with the package. My speeds are varying from 2Mbps to 500Mbps (rarely 500 unless its early in the morning). To try to fix this i have: factory resetting router, tried different ethernet cables and ports, multiple devices. Virgin say there is no problem in my area. Thanks in advance for the help.

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MikeRobbo
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Alessandro Volta
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Message 2 of 8
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Re: High Ping, Low Speeds, High Packet Loss

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 3 of 8
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Re: High Ping, Low Speeds, High Packet Loss

Your >> BQM<<  is a mess and it also looks like it has stopped responding to ping, can you set the Hub Firewall to the same as shown below please.

Hub-3-Firewall

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Mage
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Re: High Ping, Low Speeds, High Packet Loss

Mage_0-1610017863603.png

like this?

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Mage
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Message 5 of 8
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Re: High Ping, Low Speeds, High Packet Loss

16350000008.837256 qam29
25390000006.837256 qam17
35470000007.337256 qam18
45550000008.137256 qam19
55630000008.637256 qam20
65710000008.137256 qam21
75790000007.537256 qam22
85870000007.537256 qam23
95950000008.337256 qam24
10603000000937256 qam25
116110000008.537256 qam26
12619000000837256 qam27
13627000000837256 qam28
146430000009.638256 qam30
156510000009.638256 qam31
16659000000937256 qam32
176670000008.538256 qam33
18675000000937256 qam34
196830000001038256 qam35
2069100000010.538256 qam36
2169900000010.438256 qam37
227070000001038256 qam38
2371500000010.138256 qam39
2472300000010.438256 qam40



Downstream bonded channels

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

1Locked37.6640
2Locked37.317830
3Locked37.613980
4Locked37.312770
5Locked37.610860
6Locked37.67300
7Locked37.66030
8Locked37.63760
9Locked37.32200
10Locked37.61850
11Locked37.6960
12Locked37.31120
13Locked37.6550
14Locked38.6390
15Locked38.6350
16Locked37.6330
17Locked38.6430
18Locked37.6470
19Locked38.6510
20Locked38.6500
21Locked38.6490
22Locked38.6700
23Locked38.6830
24Locked38.61330

Upstream bonded channels

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

16030000042.3512064 qam1
23940002442.3512064 qam4
34620000041.8512064 qam3
45370000242.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00110
2ATDMA0010
3ATDMA00160
4ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69834n



Primary Downstream Service Flow

SFID12226
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID12225
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

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Mage
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Re: High Ping, Low Speeds, High Packet Loss

Network Log

Time Priority Description

14/01/2021 08:23:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 01:36:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 01:36:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 02:13:8noticeSW download Successful - Via NMS
12/01/2021 02:11:14noticeSW Download INIT - Via NMS
09/01/2021 19:54:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:11:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 03:11:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 23:31:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 11:03:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 04:52:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 11:57:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 11:57:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 18:28:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:11:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:11:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:13:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:25:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:22:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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MikeRobbo
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Re: High Ping, Low Speeds, High Packet Loss

Your >> BQM << is showing typical signs of over utilisation which is only to be expected with so many people schooling and working from home.

A good friend of the forums @Andruser has commented on the forum about similar problems to yours ...

https://community.virginmedia.com/t5/Speed/Advice-on-stats-etc/td-p/4555347/page/2

https://community.virginmedia.com/t5/Networking-and-WiFi/Poor-BQM/m-p/4557860#M365466

On top of that you have 4 Downstream Power Levels that are too high and a couple more knocking on the door.

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'.

16350000008.837256 qam29
25390000006.837256 qam17
35470000007.337256 qam18
45550000008.137256 qam19
55630000008.637256 qam20
65710000008.137256 qam21
75790000007.537256 qam22
85870000007.537256 qam23
95950000008.337256 qam24
10603000000937256 qam25
116110000008.537256 qam26
12619000000837256 qam27
13627000000837256 qam28
146430000009.638256 qam30
156510000009.638256 qam31
16659000000937256 qam32
176670000008.538256 qam33
18675000000937256 qam34
196830000001038256 qam35
2069100000010.538256 qam36
2169900000010.438256 qam37
227070000001038256 qam38
2371500000010.138256 qam39
2472300000010.438256 qam40

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Paul_DN
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Message 8 of 8
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Re: High Ping, Low Speeds, High Packet Loss

Hi Mage,

 

Thank you for reaching out to us in our community and welcome, I have tried to locate you account our end to have a look but wasn't able with the details we have for you.

 

so I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.


Regards

 

Paul.

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