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TA3
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Intermittent internet

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; 

TA3_0-1619362290258.png

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.

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Andrew-G
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Message 2 of 15
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Re: Intermittent internet

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. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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TA3
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Re: Intermittent internet

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

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12907500002.938256 qam20
21387500006.538256 qam1
31467500006.140256 qam2
41547500005.640256 qam3
51627500005.440256 qam4
61707500005.138256 qam5
71787500004.440256 qam6
81867500004.340256 qam7
9194750000440256 qam8
102027500003.740256 qam9
112107500003.740256 qam10
122187500003.740256 qam11
132267500003.540256 qam12
142347500003.738256 qam13
152427500003.540256 qam14
162507500003.440256 qam15
172587500003.738256 qam16
182667500003.540256 qam17
192747500003.440256 qam18
202827500003.240256 qam19
21298750000338256 qam21
22306750000340256 qam22
233147500002.738256 qam23
24322750000338256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.93677914
2Locked38.915179786
3Locked40.314519809
4Locked40.314629203
5Locked40.324397625
6Locked38.932316611
7Locked40.338245821
8Locked40.334356172
9Locked40.334106183
10Locked40.334855814
11Locked40.937215372
12Locked40.326206229
13Locked40.9219011360
14Locked38.918237492
15Locked40.314319769
16Locked40.314138911
17Locked38.9102310893
18Locked40.388410135
19Locked40.36768822
20Locked40.35468913
21Locked38.92774039
22Locked40.92234854
23Locked38.684119717
24Locked38.9281017206

 

Upstream;

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000042.5512064 qam3
23940000041.5512064 qam4
35370000042.5512064 qam2
46030000042.5512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0050
3ATDMA0000
4ATDMA0030



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Natalie_L
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Message 4 of 15
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Re: Intermittent internet

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, 

 

 

Nat
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TA3
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Message 5 of 15
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Re: Intermittent internet

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

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TA3
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Re: Intermittent internet

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 .

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Zak_M
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Re: Intermittent internet

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 

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TA3
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Re: Intermittent internet

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.

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Martin_N
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Re: Intermittent internet

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

 

 

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TA3
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Re: Intermittent internet

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.

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