Menu
Reply
tomccaul
  • 4
  • 0
  • 0
Joining in
652 Views
Message 1 of 7
Flag for a moderator

Massive ping spikes and slow speed

Hi,

I've been using Virgin for a while with mostly a good service but in the past few weeks, the connection quality has become quite bad.

I would be hugely grateful if something could help resolve this issue

Here is a link to my BQM

Thanks,

Tom

Tags (1)
0 Kudos
Reply
tomccaul
  • 4
  • 0
  • 0
Joining in
649 Views
Message 2 of 7
Flag for a moderator

Re: Massive ping spikes and slow speed

Here is my router status

Cable Modem Status

Acquired Downstream Channel (Hz)
419000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

14190000006.137256 qam36
22670000003.735256 qam17
32750000004.836256 qam18
42830000005.536256 qam19
5291000000636256 qam20
62990000006.836256 qam21
73070000007.437256 qam22
83150000007.937256 qam23
93230000008.337256 qam24
103310000008.637256 qam25
113390000008.837256 qam26
12347000000937256 qam27
133550000008.837256 qam28
143630000008.337256 qam29
15371000000837256 qam30
163790000007.536256 qam31
173870000006.637256 qam32
18395000000637256 qam33
194030000005.537256 qam34
204110000005.937256 qam35
214270000006.937256 qam37
224350000007.437256 qam38
234430000007.437256 qam39
244510000007.337256 qam40



Downstream bonded channels

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

1Locked37.399066
2Locked35.716870
3Locked36.66170
4Locked36.63711
5Locked36.62543
6Locked36.32720
7Locked37.32490
8Locked37.31780
9Locked37.626113
10Locked37.31400
11Locked37.34370
12Locked37.61760
13Locked37.63812
14Locked37.32190
15Locked37.33241
16Locked36.63340
17Locked37.37000
18Locked37.36750
19Locked37.39150
20Locked37.36991
21Locked37.637011
22Locked37.63920
23Locked37.63406
24Locked37.35651

 

Upstream bonded channels

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

16030000040.5512064 qam1
23940000039512064 qam4
34620000039512064 qam3
45370000039512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0080
3ATDMA0070
4ATDMA0050

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cxv9873254k;fg87dsfd;kfoA,.iy



Primary Downstream Service Flow

SFID1260
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID1259
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

  Network Log

Time Priority Description

01/01/2021 19:23:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 23:19:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 14:49:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 14:49:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 16:57:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 10:17:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 10:17:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 03:09:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 06:21:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 06:21:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 22:40:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 18:21:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 18:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 16:16:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 06:21:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 06:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 08:00:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 18:21:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 18:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 06:53:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
644 Views
Message 3 of 7
Flag for a moderator
Helpful Answer

Re: Massive ping spikes and slow speed

You are in an area of over utilisation.

Phone in about the bad connection.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
tomccaul
  • 4
  • 0
  • 0
Joining in
639 Views
Message 4 of 7
Flag for a moderator

Re: Massive ping spikes and slow speed

Thanks for the extremely fast help, Mike.

If I'm in an area of over utilisation what can be done about that if I call? Is it just to flag my poor connection and wait for Virgin to install adequate equipment to deal with the demand?  Or can they fix it remotely?

Thanks!

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
596 Views
Message 5 of 7
Flag for a moderator

Re: Massive ping spikes and slow speed

It is all down to VM either adding extra capacity or not renewing customers that leave so freeing up capacity. VM may already know and set the wheels in motion to get it sorted but, on the other hand may not know about the problem yet.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
tomccaul
  • 4
  • 0
  • 0
Joining in
413 Views
Message 6 of 7
Flag for a moderator

Re: Massive ping spikes and slow speed

2 weeks and still no reply from Virgin... is someone going to pick this up?
0 Kudos
Reply
Haroldas
  • 33
  • 0
  • 6
On our wavelength
401 Views
Message 7 of 7
Flag for a moderator

Re: Massive ping spikes and slow speed

I waiting 2 months and still no reply. So for gaming using 4GEE at the moment.

0 Kudos
Reply