Virgin Media Community

[TA3]

Hi, I'm getting intermittent internet and alot of latency and packet loss when gaming. I've got a hub 3 and I'm connected via ethernet.  An engineer's been to the house and done some checks and said everythings fine although my internet is still really bad and online gaming just isn't doable at all. These are the issues I'm reading on the network log.

25/04/2021 15:06:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/04/2021 12:20:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/04/2021 12:20:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/04/2021 10:53:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 16:35:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 13:44:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 12:03:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 12:03:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 12:03:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 12:03:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 11:37:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 11:37:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 11:37:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 11:37:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2021 11:37:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 17:19:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 11:13:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 11:13:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 11:13:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2021 11:13:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 

And above is an image of the broadband quality monitor.

I've tried speaking to customer service and I'm pretty sure I've been deliberately cut off twice and I've spent over 2 hours with another couple of advisors who just ignored any issues I raised about the network log. This has been ongoing for almost 6 months now getting gradually worse.

[Andrew-G]

Network log confirms that you have a very poor connection, but the first line call handlers don't appear to understand anything about the technology or network log.  You might as well try speaking to them in Martian.

However, the forum staff and regulars do have an understanding, so if you go back to the status page where you got the Network log, open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream.   Then we can check for any obvious problems with power, noise or error counts. 

[TA3]

Thanks for the reply, I hope this is what you're after, downstream;

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

1	290750000	2.9	38	256 qam	20
2	138750000	6.5	38	256 qam	1
3	146750000	6.1	40	256 qam	2
4	154750000	5.6	40	256 qam	3
5	162750000	5.4	40	256 qam	4
6	170750000	5.1	38	256 qam	5
7	178750000	4.4	40	256 qam	6
8	186750000	4.3	40	256 qam	7
9	194750000	4	40	256 qam	8
10	202750000	3.7	40	256 qam	9
11	210750000	3.7	40	256 qam	10
12	218750000	3.7	40	256 qam	11
13	226750000	3.5	40	256 qam	12
14	234750000	3.7	38	256 qam	13
15	242750000	3.5	40	256 qam	14
16	250750000	3.4	40	256 qam	15
17	258750000	3.7	38	256 qam	16
18	266750000	3.5	40	256 qam	17
19	274750000	3.4	40	256 qam	18
20	282750000	3.2	40	256 qam	19
21	298750000	3	38	256 qam	21
22	306750000	3	40	256 qam	22
23	314750000	2.7	38	256 qam	23
24	322750000	3	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	367	7914
2	Locked	38.9	1517	9786
3	Locked	40.3	1451	9809
4	Locked	40.3	1462	9203
5	Locked	40.3	2439	7625
6	Locked	38.9	3231	6611
7	Locked	40.3	3824	5821
8	Locked	40.3	3435	6172
9	Locked	40.3	3410	6183
10	Locked	40.3	3485	5814
11	Locked	40.9	3721	5372
12	Locked	40.3	2620	6229
13	Locked	40.9	2190	11360
14	Locked	38.9	1823	7492
15	Locked	40.3	1431	9769
16	Locked	40.3	1413	8911
17	Locked	38.9	1023	10893
18	Locked	40.3	884	10135
19	Locked	40.3	676	8822
20	Locked	40.3	546	8913
21	Locked	38.9	277	4039
22	Locked	40.9	223	4854
23	Locked	38.6	841	19717
24	Locked	38.9	2810	17206

Upstream;

Refresh data

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

1	46200000	42.5	5120	64 qam	3
2	39400000	41.5	5120	64 qam	4
3	53700000	42.5	5120	64 qam	2
4	60300000	42.5	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	3	0

[Natalie_L]

Hi TA3, 

Thank you for posting to the Community. 

I am very sorry to hear of the issues you have been experiencing with the service.

I would like to take a look from our side but I am afraid I am having trouble locating your account from the Community details.

With this in mind, Ill pop you over a private message now and this will be available via the purple envelope on the top right of this page.

Speak soon, 

[TA3]

Internet's been bad again today. It's getting so annoying. TV and works getting affected, aswell as gaming being unplayable.

[TA3]

I felt the need to comment today that Virgin Media sucks *** and the hub 3 is a massive steaming pile of **bleep**.

[DELETED]

[mod edit - content removed due due to nature of remarks. Please see the Forum Guidelines here .

[Zak_M]

Good morning @TA3 

Welcome back to the forum and thank you for coming back to us.

How are things looking since your last post? 

Have there been any improvements?

Kind regards,

Zak_M 

[TA3]

Thank you for the swift response.

The engineer didn't have a clue what the error messages all over the network log meant and nobody over the phone does either. Nobody at Virgin seems to know why I have laggy internet and I'm guessing they don't know why the WiFi keeps disconnecting either. (This is a new issue) This terrible connection quality, and frequent dropouts paired with extremely unhelpful staff must be valid grounds for cancelling this contract free of any fees. They're simply providing a very bad service and doing nothing to provide a stable connection.

[Martin_N]

Thank you for keeping us posted. 

We can certainly appreciate your frustration with this. 

What did the engineer advise upon the visit regarding the service itself and how best to resolve this?

^Martin

[TA3]

As you can see from my messages I'm pretty much fed up with VM. The engineer had no idea what the error messages meant and nobody on the phone been helpful at all. Usually try to upsell and always totally ignore my complaints. The download speed is 100 when hardwired but the quality of the connection is horrendous. Latency and lag are all over the place and 2 engineer visits and hours on the phone haven't helped. There has to be a way I can cancel on this trash company without paying hundreds. They are not providing a stable connection and are doing nothing to diagnose the issue let alone solve it.