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SJMcG
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Highly variable bandwidth + occasional errors in logs

I've had a new M100 connection since Thursday last week, and although I'm getting good results in bandwidth speed tests at times (around 100mbps), at other times it drops quite significantly, even as low as 2-6mbps last night.

My sample size is quite small as I've only had it a few days, but I want to get on top of any issues, particularly before my cooling off period expires.

I've performed multiple tests, some from wifi and some wired. The 2-6mbps result last night was admittedly over wifi, but it doesn't explain the dramatic drop off.

1611002336115868955-mini1611002176178759455-mini

 

Around 30 minutes before, I had received a 'no ranging response received' alert in the logs, which could perhaps be related?

18/01/2021 20:04:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 15:02:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 15:02:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 13:45:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 08:37:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 05:11:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I can't honestly say that I had all other devices off the local network at the time of the test, but this is just the most extreme example and I've often had results around 20/30mbps which is well below what I'm seeing at other times when other devices have been disconnected.

Here's my BQM, which covers the last 24 hours:

1a48dece0b9e83043df26f457744ca08c14f4f18-19-01-2021

Apologies for the long post - just trying to be as comprehensive as possible! Would appreciate any feedback on whether these stats look normal of if anything in particular is worth investigating with VM.

Thanks,
Sam

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SJMcG
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Re: Highly variable bandwidth + occasional errors in logs

My original post was too long so added the bonded channels stats here:

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

14270000004.337256 qam37
2267000000537256 qam17
32750000004.937256 qam18
4283000000537256 qam19
52910000005.137256 qam20
62990000005.437256 qam21
73070000004.937256 qam22
83150000005.137256 qam23
93230000005.537256 qam24
103310000005.337256 qam25
113390000004.537256 qam26
123470000004.937256 qam27
133550000004.837256 qam28
143630000004.537256 qam29
153710000004.637256 qam30
163790000004.837256 qam31
173870000004.537256 qam32
183950000004.137256 qam33
194030000004.537256 qam34
204110000004.637256 qam35
214190000004.437256 qam36
224350000004.537256 qam38
234430000004.837256 qam39
24451000000537256 qam40


Downstream bonded channels

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

1Locked37.63781132
2Locked37.62678375
3Locked37.33003370
4Locked37.32569310
5Locked37.62422293
6Locked37.32113271
7Locked37.62073196
8Locked37.31767148
9Locked37.31581162
10Locked37.31796151
11Locked37.62583133
12Locked37.32061142
13Locked37.32352178
14Locked37.33034143
15Locked37.63651108
16Locked37.64576227
17Locked37.3525994
18Locked37.34720104
19Locked37.34647178
20Locked37.35221164
21Locked37.34404143
22Locked37.63036145
23Locked37.62623156
24Locked37.62321112

 

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

16030000045.3512064 qam1
23940000046.3512064 qam4
34620000047.3512064 qam3
45370000046.8512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0020
4ATDMA0010

 

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John_GS
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Re: Highly variable bandwidth + occasional errors in logs

Hi SJMcG,

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issues.

 

Our automated systems has identified an issue which is affecting multiple customers in your area. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified of the issue and will investigate and fix the issue as soon as possible. 

 

I've flagged it to the network team you're a part of it.

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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SJMcG
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Re: Highly variable bandwidth + occasional errors in logs

Hi John,

Thanks for the response.

I'm seeing a good few red dropped packets on the BQM which weren't there before:

2de3cd6d1138c74a7ac0ac18ac353348ff5e6e34-21-01-2021

Do you have any details of what the issue is in the area?

Can you please also explain the 'No Ranging Response received' error I'm getting and what this specifically means? 

Thanks,
Sam

 

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Anonymous
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Re: Highly variable bandwidth + occasional errors in logs

Why does your service status so "no known issues" then?

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SJMcG
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Re: Highly variable bandwidth + occasional errors in logs

I had an SMS from VM at 18:16 last night saying they've resolved the network issue affecting my services and to reboot my hub, which I dutifully did, but it's no different to before. 

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Paj999
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Re: Highly variable bandwidth + occasional errors in logs

Sorry to hear it hasn’t improved.


I’ve stopped registering for notifications as virgin raise a fault every day and then close it again at 6pm when the congestion reduces. Would be much better if they actually provided a fault reference relating to the lack of capacity and provided a date when they expect it to resolve.

I posted my issue hoping that someone within the community may have access to their Service Management system and be able to provide a fault or change reference with more detail.

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