Virgin Media Community

[icekul]

Hi - I have recently been getting a lot of inconsistent speeds on the virgin media broadband 200mb connection. I have a virgin media hub 3

Ran several ping tests with various well know IP Addresses using the ping assistance on the virgin media page under advance settings >> tools and got the following statistics. .

Wanted to understand why the packet loss and why the increasing the latency with every single ping? Is there a ping where perhaps we could actually get  100% 

Sending 64bytes and running a series of 10tests for all of the below:

PING 208.67.222.222 (208.67.222.222): 64 data bytes
72 bytes from 208.67.222.222: seq=0 ttl=57 time=20.000 ms
72 bytes from 208.67.222.222: seq=1 ttl=57 time=10.000 ms
72 bytes from 208.67.222.222: seq=2 ttl=57 time=3400.000 ms
72 bytes from 208.67.222.222: seq=3 ttl=57 time=9130.000 ms
--- 208.67.222.222 ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 10.000/3140.000/9130.000 ms

PING 8.8.8.8 (8.8.8.8): 64 data bytes
72 bytes from 8.8.8.8: seq=0 ttl=117 time=20.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=117 time=10.000 ms
72 bytes from 8.8.8.8: seq=2 ttl=117 time=5870.000 ms
72 bytes from 8.8.8.8: seq=3 ttl=117 time=14530.000 ms
--- 8.8.8.8 ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 10.000/5107.500/14530.000 ms

PING 198.153.192.1 (198.153.192.1): 64 data bytes
72 bytes from 198.153.192.1: seq=0 ttl=58 time=10.000 ms
72 bytes from 198.153.192.1: seq=1 ttl=58 time=10.000 ms
72 bytes from 198.153.192.1: seq=2 ttl=58 time=5110.000 ms
72 bytes from 198.153.192.1: seq=3 ttl=58 time=10590.000 ms
--- 198.153.192.1 ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 10.000/3930.000/10590.000 ms

PING 1.1.1.1 (1.1.1.1): 64 data bytes
72 bytes from 1.1.1.1: seq=0 ttl=59 time=20.000 ms
72 bytes from 1.1.1.1: seq=1 ttl=59 time=10.000 ms
72 bytes from 1.1.1.1: seq=2 ttl=59 time=3720.000 ms
72 bytes from 1.1.1.1: seq=3 ttl=59 time=8390.000 ms
--- 1.1.1.1 ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 10.000/3035.000/8390.000 ms

[tehwolf · Accepted solution]

can you set up a BQM - once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

Next, browse to your hub on  http://192.168.0.1 - don't log in, click Router Status - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

[icekul]

Thank you for your assistance much appreciated.

I got an email from Virgin on Friday saying my wifi has been upgraded. It appears the issues have started since that time.

Link below I had set this up Saturday. Almost appears the connection has gone downhill

https://www.thinkbroadband.com/broadband/monitoring/quality/share/279fd8c5c36f12e7ddcdaf0db8a8bae77391fad0-24-02-2021

Downstream Bonded Channels

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

1	402750000	2.2	38	256 qam	30
2	202750000	5	37	256 qam	9
3	210750000	4.6	37	256 qam	10
4	218750000	4.5	38	256 qam	11
5	226750000	4.3	37	256 qam	12
6	234750000	4.1	37	256 qam	13
7	242750000	4	37	256 qam	14
8	250750000	4.1	37	256 qam	15
9	258750000	4	37	256 qam	16
10	266750000	4	38	256 qam	17
11	274750000	3.7	38	256 qam	18
12	282750000	3.7	38	256 qam	19
13	290750000	3.5	38	256 qam	20
14	298750000	3.9	38	256 qam	21
15	306750000	3	38	256 qam	22
16	314750000	3.2	38	256 qam	23
17	322750000	2.9	38	256 qam	24
18	330750000	3	38	256 qam	25
19	370750000	2.9	38	256 qam	26
20	378750000	2.7	38	256 qam	27
21	386750000	2.5	38	256 qam	28
22	394750000	2	38	256 qam	29
23	410750000	1.7	38	256 qam	31
24	418750000	1.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	3	0
2	Locked	37.6	55	0
3	Locked	37.6	34	0
4	Locked	38.6	15	0
5	Locked	37.6	13	0
6	Locked	37.6	10	0
7	Locked	37.6	11	0
8	Locked	37.6	11	0
9	Locked	37.6	7	0
10	Locked	38.6	9	0
11	Locked	38.6	9	0
12	Locked	38.6	8	0
13	Locked	38.6	12	0
14	Locked	38.9	20	0
15	Locked	38.6	23	0
16	Locked	38.9	17	0
17	Locked	38.6	4	0
18	Locked	38.6	11	0
19	Locked	38.9	3	0
20	Locked	38.6	9	0
21	Locked	38.9	8	0
22	Locked	38.9	15	0
23	Locked	38.6	15	0
24	Locked	38.9	15	0

[icekul]

Upstream bonded channels

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

1	46200000	39.5	5120	64 qam	11
2	39400000	39.5	5120	64 qam	12
3	53700000	39.5	5120	64 qam	10
4	60300163	39.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[icekul]

Network Log

Time Priority Description

22/02/2021 13:50:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 23:35:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 18:38:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 19:08:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 17:47:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 17:47:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 16:38:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 05:47:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 05:47:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 04:55:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 17:47:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 17:47:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 21:24:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 05:58:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 05:58:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 14:43:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:38:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 07:38:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 17:41:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 16:37:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tehwolf]

yeah so your BQM looks about perfect 

Nothing wrong with any of your power levels etc. they are all within spec and the logs look pretty clean too..

There have been one or two other comments about worse performance since the upgrade - i don't honestly have much to suggest - it's possible there's a bug in the new firmware that's causing issues, but it's a bit early to say on that..

might be worth doing a full reset of the hub and see how it behaves then - when the hub is switched on, depress the reset button on the back using a paperclip/sim tool for a full, timed, 60 seconds. Do not switch the hub off after doing this, leave it alone for 10 mins to recover and start working again..  

[icekul]

Hi - thanks for the help so far. 

Tried the router reset and nothing really changed. Same ping tests and same results more or less. 

I have a friend in the vicinity (approx 700m away) with virgin media + same hub 3.0 and software version is the same as well. He tried the same ping tests I ran and he got 100% results back. Which makes the issue more intriguing to me why only certain connections are impacted by these changes

Managed to get through to virgin media and after going through the usual checks they have convinced them to send an engineer out. I will use this ping metric to compare against any changes he does make given the customer service reliance appears to be on just download and upload speeds only.

According to the customer advisor my network is fine given the download and upload speeds are within range but when I pressed about why then would packet losses occur he didn't have the answer apart from engineer visit. So I had to accept it and see how this goes..

Also given the fact only some users are experiencing this issue makes me wonder is their hub 3.0 - which have the notorious puma chipsets or the actual network at fault e.g .maybe capacity issues etc

[legacy1]

Its likely down to the firmware...🤐