Virgin Media Community

[gillgrawlings]

Hi.

I'm not the account holder, but she's asked me to post this topic.

After a long period of poor service performance on an M350 package, our household was upsold to M600 in July 2021 on a support call. Since then things have degraded further. Disconnects until power cycling the hub are common, pinhole resets are unhelpful, and we get at best 5% of the listed service bandwidth - usually, weirdly, with better up than down.

Our LAN has been running 600+800 WiFi and PLC and performs close to theory for ping spam and transfer tests *before* reaching VM hardware.  We're at a point where we're now upgrading to WiFi6 6.6gbps local but are getting a tiny fraction of our expected WAN performance.

We've had the street to hub fiber replaced once recently by a virgin engineer during landline deprecation.

The following table is speedtest results with extraneous data omitted for a device capable of gbps networking, connected to a hub 2, then later hub 3, both in modem mode, with cat6 and more recently cat8. All are 4 server, 0 miles, performed with no other connected devices. Note that while the test dates aren't regular, it's always this bad.

TEST_DATE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS
03/17/2022	21.42	25.84	12
03/04/2022	30.15	34.12	11
02/12/2022	9.24	27.43	19
02/11/2022	13.3	34.52	13
12/22/2021	29.4	36.6	11
12/14/2021	34.51	42.16	12
11/06/2021	3.93	3.19	13
09/22/2021	27.65	41.77	10
09/19/2021	19.4	40.83	14
09/16/2021	33.03	34.92	11
05/30/2021	40	37.03	9
03/17/2021	42.34	36.9	9
01/11/2021	31.12	38.06	11

Hub bits follow because message length limits.

[gillgrawlings]

I haven't kept long term hub runtime logs. RCS Partial Service spam is common, as are sync fails. For example, in time with the most recent test and some time after a power cycle:

17/03/2022 16:38:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:30 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:38:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:10 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:37:9 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:50 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:20 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/03/2022 16:35:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gillgrawlings]

And related link states:

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

1 314750000 -3 38 256 qam 23

2 138750000 -1.2 37 256 qam 1

3 146750000 -0.9 33 256 qam 2

4 154750000 -0.5 35 256 qam 3

5 162750000 -0.5 35 256 qam 4

6 170750000 -1.5 35 256 qam 5

7 178750000 -3.7 37 256 qam 6

8 186750000 -3.2 37 256 qam 7

9 194750000 -1.4 37 256 qam 8

10 202750000 -1 33 256 qam 9

11 210750000 -0.9 35 256 qam 10

12 218750000 -1 33 256 qam 11

13 226750000 -2.5 35 256 qam 12

14 234750000 -4.7 29 256 qam 13

15 250750000 -3.5 31 256 qam 15

16 258750000 -3.9 36 256 qam 16

17 266750000 -2.9 35 256 qam 17

18 274750000 -2 33 256 qam 18

19 282750000 -2.5 34 256 qam 19

20 290750000 -3.2 36 256 qam 20

21 298750000 -2.2 33 256 qam 21

22 306750000 -2 35 256 qam 22

23 322750000 -3.2 38 256 qam 24

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

1 Locked 38.6 1866 230

2 Locked 37.6 1509 727

3 Locked 33.9 19852884 842

4 Locked 35 2368520 122

5 Locked 35.7 144759 121

6 Locked 35.7 580916 345

7 Locked 37.6 2331 525

8 Locked 37.3 2081 628

9 Locked 37.3 2254 231

10 Locked 33.7 128554616 40476

11 Locked 35.7 59586 125

12 Locked 33.9 7187713 154

13 Locked 35 6124824 1039

14 Locked 29.1 7221008 281568728

15 Locked 31 69938022 216139594

16 Locked 36.6 15896 2060

17 Locked 35 2848397 214

18 Locked 33.3 170141833 44012

19 Locked 34.4 11003480 508

20 Locked 36.3 21521 525

21 Locked 33.3 149259600 660

22 Locked 35.9 52448 171

23 Locked 38.6 1882 134

[gillgrawlings]

Aaand upstream states:

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

1 39400000 51 5120 64 qam 4

2 46199993 48.3 5120 64 qam 3

3 53699986 46.8 5120 64 qam 2

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

[gillgrawlings]

Technical aside, for a long time we'd have had better, cheaper line performance with something running from the local exchange; I'd appreciate any help I can get.

[Chris_W1]

Hi gillgrawlings, thanks for the message and sorry to hear that you are having issues with the service. I will send you a private message so that this can be looked at further. - Chris.