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nightshad0w
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M500 High latency and packet loss

Hello I've signed up for Virgin in January and while for the first months everything was running fine and getting full speed since last 3 months I've started to observe many failures and problems, internet downtime, intermittent packet losses and similar.

The last instance of these problems happened yesterday at approximately 9pm, this is a BQM live graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5eeaa956f23855169c65893b5bf1ed9e87a55014

Router Status:

 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
330750000
Locked
Ranged Upstream Channel (Hz)	
25800000
Locked
Provisioning State	
Online


Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	330750000	1	40	256 qam	25
2	202750000	2.7	40	256 qam	9
3	210750000	2.5	40	256 qam	10
4	218750000	2.2	40	256 qam	11
5	226750000	2	40	256 qam	12
6	234750000	2.2	40	256 qam	13
7	242750000	2	40	256 qam	14
8	250750000	2	40	256 qam	15
9	258750000	2	40	256 qam	16
10	266750000	1.5	40	256 qam	17
11	274750000	1.2	38	256 qam	18
12	282750000	1.9	40	256 qam	19
13	290750000	1.7	40	256 qam	20
14	298750000	1.7	40	256 qam	21
15	306750000	1.4	40	256 qam	22
16	314750000	1.4	40	256 qam	23
17	322750000	1.2	40	256 qam	24
18	338750000	1	40	256 qam	26
19	346750000	1.2	38	256 qam	27
20	354750000	1	40	256 qam	28
21	362750000	1.2	40	256 qam	29
22	370750000	1.2	40	256 qam	30
23	378750000	1	38	256 qam	31
24	386750000	0.9	38	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	5	0
2	Locked	40.3	6	0
3	Locked	40.9	5	0
4	Locked	40.9	6	0
5	Locked	40.3	5	0
6	Locked	40.9	6	0
7	Locked	40.3	5	0
8	Locked	40.3	5	0
9	Locked	40.3	6	0
10	Locked	40.3	5	0
11	Locked	38.9	6	0
12	Locked	40.3	4	0
13	Locked	40.3	7	0
14	Locked	40.3	7	0
15	Locked	40.3	5	0
16	Locked	40.3	7	0
17	Locked	40.3	5	0
18	Locked	40.3	0	0
19	Locked	38.9	5	0
20	Locked	40.3	5	0
21	Locked	40.3	4	0
22	Locked	40.3	5	0
23	Locked	38.9	4	0
24	Locked	38.9	4	0


Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25800000	40.8	5120	64 qam	6
2	32600000	41.3	5120	64 qam	5
3	39400000	41.8	5120	64 qam	4
4	46200000	42.3	5120	64 qam	3


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


Network Log
Time	Priority	Description
04/07/2021 11:47:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:32:12	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:30:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:30:19	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:30:19	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:25:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:05:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 10:05:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:50:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:50:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:45:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:45:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:35:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:35:58	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:33:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:33:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:23:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:23:59	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:18:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2021 09:18:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Other BQM from the past weeks:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/61904d3de4e5a1b0d60e49920999f5864a...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8af11e93dcb4d76fba42da2b36b2966b06...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/dd409bd37e29afde8615d64b5c9579c112...

And  I can continue for long time if needed...

I would like to understand what can be done to avoid these continuous interruptions/degradation of quality.

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Adduxi
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Re: M500 High latency and packet loss

Get an engineer out to fix this.   Those BQM's are terrible but your power levels etc. look okay.  I'm guessing it's external to your property?

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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nightshad0w
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Re: M500 High latency and packet loss

I live in a block of flats so I'm not even sure where the outside cabinet is. My flat was already pre-cabled when I moved in.

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lotharmat
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Re: M500 High latency and packet loss

Is there a local issue?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



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Travis_M
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Re: M500 High latency and packet loss

Hi @nightshad0w

 

I'm going to private message you now to collect a few more details. Please keep an eye on your inbox.

 

Regards

Travis_M
Forum Team



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