Virgin Media Community

[Johnners1UK]

Posted a few days ago on this topic but couldn't update that post for some reason so starting a new thread.

Summary: On a 108 Maxit package, area 20, Hub3, many VOIP calls for work, connecting usually via wired ethernet into Powerline extender as working from study in loft, proving impossible to hold these calls due to latency & packet loss issues. Speeds down on headline numbers but should be adequate. Have done the pin reset & no change.

My BQM shows very high average latency, higher spikes, dropped packets. Problems seem to disappear overnight & recur in the morning. Further details below. Please can an engineer/expert help with this issue. I understand with so many people at home that there may be slower speeds, network congestion etc... but I don't see any of my colleagues in the UK around the world with the same problems as I have.  Further details below. Really appreciate any help on this.

Thanks in advance 

Network log 

Time	Priority	Description
16/04/2020 10:07:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 21:35:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 20:12:58	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 13:21:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 07:04:28	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 07:04:28	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 23:34:5	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 22:22:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 01:03:1	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 21:33:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 00:18:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 16:03:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 12:49:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2020 17:09:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 14:49:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 14:48:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 10:57:55	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 10:57:55	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 01:07:13	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2020 19:13:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	434750000	1.7	38	256 qam	29
2	218750000	2.5	37	256 qam	11
3	226750000	2.2	37	256 qam	12
4	234750000	2	37	256 qam	13
5	242750000	1.9	37	256 qam	14
6	250750000	1.9	37	256 qam	15
7	258750000	1.7	37	256 qam	16
8	266750000	2.4	37	256 qam	17
9	274750000	3.2	37	256 qam	18
10	282750000	3.4	38	256 qam	19
11	290750000	3.2	37	256 qam	20
12	298750000	3	38	256 qam	21
13	306750000	3	38	256 qam	22
14	314750000	2.9	38	256 qam	23
15	322750000	2.9	38	256 qam	24
16	402750000	1	38	256 qam	25
17	410750000	1	38	256 qam	26
18	418750000	1.2	38	256 qam	27
19	426750000	1.7	38	256 qam	28
20	442750000	1.7	38	256 qam	30
21	450750000	1.5	38	256 qam	31
22	458750000	1.2	38	256 qam	32
23	466750000	1.2	38	256 qam	33
24	474750000	1.4	38	256 qam	34

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	394	142
2	Locked	37.6	TV	271
3	Locked	37.6	310	420
4	Locked	37.6	355	256
5	Locked	37.6	295	257
6	Locked	37.6	273	318
7	Locked	37.6	291	269
8	Locked	37.3	322	286
9	Locked	37.6	212	279
10	Locked	38.6	210	339
11	Locked	37.6	254	248
12	Locked	38.6	218	284
13	Locked	38.6	221	299
14	Locked	38.6	282	248
15	Locked	38.6	254	333
16	Locked	38.9	366	221
17	Locked	38.6	447	186
18	Locked	38.6	406	224
19	Locked	38.6	364	197
20	Locked	38.9	480	162
21	Locked	38.9	620	171
22	Locked	38.6	836	124
23	Locked	38.6	962	125
24	Locked	38.9	1170	126

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	45800000	4.725	5120	64 qam	1
2	**700000	4.875	5120	64 qam	4
3	27400000	4.525	5120	64 qam	3
4	35800000	4.675	5120	64 qam	2

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

[Johnners1UK]

Anyone able to help with this problem? Family trying to watch YouTube (Phantom of the Opera special) and getting constant freezing, skipping forward etc... which is driving them mad. Completely not acceptable for the price we’re paying for this service.

[BerkshireLad]

I am having the identical problem and have been doing so for approx three weeks.

The biggest problem is the intermittent nature of the fault. I’ll have many hours of problem free bandwidth and then a 2-3 hour period of (what appears to be) poor jitter and/or packet loss.

Obviously many of us are hammering voice and video collaboration platforms like never before, but it’s intensely frustrating do have very patchy audio and video.

I’m using Hub5 with the 1Gb FTTP product. I’m consistently getting 900Mb down and 50Mb up but at least 50% of my working day is frustrated with poor quality bandwidth.

Any help would be hugely appreciated.

 Thanks 

[ra2]

I'm having a similar problem and I've posted on another board regarding it. Looking on the boards on this forum it seems to be a recurring theme for many people.

[RedGooner]

I am working fine on VM, my 350 service is fantastic.

We have 2 working from home at the moment, both with VPN, Microsoft Teams, Remote desktop.

My wife is able to do her medical Covid19 update training when she is not in the operating theatre, treating patients.

So far VM has been fantastic, keep it up guys.

A lot of issues are blamed on VM, when its the customers equipment thats at fault. Only Saying.

[Johnners1UK]

I’m very happy for you RedGooner and much respect to your wife in these difficult times. I’m not blaming anyone, I just want to know what the issue is and to get it fixed. Your service is working fine, mine is not & unlike you I am not able to work properly from home. To my knowledge my equipment is set up correctly - I’ve checked and rechecked all connections, turned off and on and rebooted. Still the same. I see you use the SH3 in modem mode and a separate router. Would this help with my issues? I don’t know if it’s the SH3, the connection to the house or something else that’s the problem.

I moved to Virgin Media about 8 months ago & increased my bills in the expectation of an improvement in speed and service over BT. Since then (as my wife never hesitates to remind me) we’ve had repeated problems & actually get worse performance.

[RedGooner]

Modem mode is what i prefer, i cant say it will work for you.

IMO the SH3 is a useless pile of ****. I wish VM would listen to us BETA testers.

[Johnners1UK]

Updating on issues. Current BQM copied below. 

Two pings this mornings to 8.8.8.8 showed 60-70% packet lost and avg latency around 4000ms. Voice calls started becoming impossible around 10am. Is anyone at VM able to tell me if this is a local issue (BR2 postcode, Area 20)?

Called the customer services line this morning & did the remote check and reboot but I think issues still remain.

Thanks

[Johnners1UK]

BQM link - https://www.thinkbroadband.com/broadband/monitoring/quality/share/d10477245921ba6f423f42c092cc689355...

Please also advise how I can post the BQM image. Whatever I do it doesn't work - IP is masked.

[Johnners1UK]

Very friendly & beautifully Welsh-accented Virgin Media customer service rep says there's an outage in the local area with a fix date of 'By June 10th'.

If only the account pages which purport to tell you whether there's an outage in your area actually had the correct information. Would save a lot of calls & wailing and gnashing of teeth on here.

Fault can't be tracked anywhere so it's a case of sit & wait, perhaps for the next 6-7 weeks.