Virgin Media Community

[AT76rob]

Dear Gurus,

I'd be really grateful for your help. I have M500 with Hub3. I've noticed since we had this installed two months ago, when online gaming and occasionally when watching Netflix on the iPad upstairs that the connection lags or sometimes even drops out. Whilst we have one or two other devices sometimes running they shouldn't be causing this.

Anyway I put the hub in modem mode, CAT6 wired to a MacBook Pro (with no other devices connected) and used samknows and got the following results:

Time: 12pm Latency (ms) 13.5, Jitter (ms) 2.50, Download (Mbps) 199, Upload (Mbps) 39.1

Time: 12.02pm Latency (ms) 14.3, Jitter (ms) 3.30, Download (Mbps) 545, Upload (Mbps) 37.6

Time: 12.08pm Latency (ms) 13.3, Jitter (ms) 2.30, Download (Mbps) 181, Upload (Mbps) 35.3

Time: 12.09pm Latency (ms) 12.6, Jitter (ms) 1.60, Download (Mbps) 178, Upload (Mbps) 36.1

Time: 12.10pm Latency (ms) 14.5, Jitter (ms) 2.50, Download (Mbps) 548, Upload (Mbps) 38.9

This pattern continued when I tested again an hour later. It stays above 500 for a few minutes then drops to 170-190 then goes back up again. I have no idea why.

Router status:

Downstream bonded channels

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

1	267000000	4	40	256 qam	17
2	139000000	5.9	38	256 qam	1
3	147000000	5.5	40	256 qam	2
4	155000000	5	38	256 qam	3
5	163000000	4.9	40	256 qam	4
6	171000000	4.9	38	256 qam	5
7	179000000	4.8	40	256 qam	6
8	187000000	4.6	40	256 qam	7
9	195000000	4.4	40	256 qam	8
10	203000000	4	40	256 qam	9
11	211000000	3.9	40	256 qam	10
12	219000000	3.7	40	256 qam	11
13	227000000	3.4	38	256 qam	12
14	235000000	3.4	40	256 qam	13
15	243000000	3.5	40	256 qam	14
16	251000000	3.7	40	256 qam	15
17	259000000	3.7	40	256 qam	16
18	275000000	4.1	40	256 qam	18
19	283000000	4.4	40	256 qam	19
20	291000000	4.5	40	256 qam	20
21	299000000	5	40	256 qam	21
22	307000000	4.8	40	256 qam	22
23	315000000	4.6	40	256 qam	23
24	323000000	4.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	49	0
2	Locked	38.9	107	0
3	Locked	40.3	93	0
4	Locked	38.9	91	0
5	Locked	40.3	96	0
6	Locked	38.9	80	0
7	Locked	40.3	82	0
8	Locked	40.3	59	0
9	Locked	40.3	77	0
10	Locked	40.3	67	0
11	Locked	40.3	88	0
12	Locked	40.9	75	0
13	Locked	38.9	76	0
14	Locked	40.3	76	0
15	Locked	40.3	63	0
16	Locked	40.3	81	0
17	Locked	40.3	63	0
18	Locked	40.3	62	0
19	Locked	40.3	36	0
20	Locked	40.3	61	0
21	Locked	40.3	45	0
22	Locked	40.9	52	0
23	Locked	40.3	37	0
24	Locked	40.3	60	0

Upstream bonded channels

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

1	60300021	50	5120	64 qam	9
2	39400000	48.5	5120	64 qam	12
3	46200000	48.5	5120	64 qam	11
4	53700031	50	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network log to follow.

Heres a link to my BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c985c2d9c89b345399a93018c50104cd03cbc37b

I would be grateful for your opinions - can you see anything that looks abnormal and could be causing these intermittent drops in download speed?

[AT76rob]

Network Log

Time Priority Description

24/01/2021 19:43:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:33:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 12:22:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 11:28:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:40:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 06:40:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 21:13:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 18:40:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 18:40:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 00:54:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 23:06:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 23:06:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:11:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:10:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 03:26:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 01:14:55	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 01:14:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 07:21:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 06:16:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 06:16:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andruser · Accepted solution]

BQM looks a tad erratic, but that's all I can say there.  Downstream power and SNR look OK, but there's rather too many timeouts on your upstream channels for my liking, and all the upstream channels are very close to the maximum power levels.  That often causes brief disconnects and slow downs as the hub's communication with VM's network gear fails momentarily.  Post your network log (same place you got the hub status data), and what we're looking for is lots of T3 timeouts, RCS or TCS Partial service reports, or Synch failures.

[AT76rob]

Hi Andruser,

thanks so much for your quick reply. I have posted the network log. There seem to be a fair few T3 timeouts. Do you think this could be the cause then? I will give VM customer service a ring and flag this up as a possible cause for the problems I've been experiencing.

[Andruser]

Ahh, network log has appeared as I was slowly typing out my response.  The bad news is there's nothing obvious in the log - the few T3 timeouts are not sufficient to explain the problem you describe, although I stand by the earlier concerns about upstream timeouts and power levels.  I'll flag this for the forum staff to comment.

[Andruser]

Personally I'd wait for the forum staff - they're usually far more helpful than VM's very poor telephone support, and at the moment it seems there's real problems getting to speak to anybody.  Probably be tomorrow before this is responded to.

[AT76rob]

OK that would be great, I often get frustrated trying to sort technical problems out over the phone with customer services so more than happy to wait for VM forum staff 🙂

Thanks again

[Zak_M]

Good morning @AT76rob 

Welcome to the forums and thank you for taking the time to post. 

I have taken a look over your account and I agree with the above, It dose seam like there could potentially be an issue with the downstream, I have raised a tech to come and visit regarding this, to find out the time and date please visit your MY Virgin Media account

you are also able to re-arrange the appointment there should you need to. 

Kind regards,

Zak_M

[AT76rob]

Thank you thats great. I will keep a look out for an appointment for tech visit.