Virgin Media Community

[Krish_Vir]

Hi - I hoping someone can help me. 

I have been having ping issues and drop outs. Speed is usually okay but sometimes does go down where streaming is difficult. Worst of all is that working from home is becoming impossible with high latency and ping jitters. (All equipment is mostly hardwired with cat 6. Ubiquiti wifi plugged in)

I have tried all the hub diagnostics with the latest drop out and 'help' noting: 

On looking at this helpful forum, I've monitored my network: 

My BQM 

Can someone on the virgin side help here..... 

[Krish_Vir]

Downstream bonded channels

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

1	299000000	0	38	256 qam	21
2	139000000	0.2	38	256 qam	1
3	147000000	0.2	38	256 qam	2
4	155000000	0.2	38	256 qam	3
5	163000000	0.2	38	256 qam	4
6	171000000	0.4	38	256 qam	5
7	179000000	0.2	38	256 qam	6
8	187000000	0	38	256 qam	7
9	195000000	-0.2	38	256 qam	8
10	203000000	-0.4	38	256 qam	9
11	211000000	-0.4	38	256 qam	10
12	219000000	-0.2	38	256 qam	11
13	227000000	-0.4	38	256 qam	12
14	235000000	-0.5	38	256 qam	13
15	243000000	-1	38	256 qam	14
16	251000000	-1.4	38	256 qam	15
17	259000000	-1.4	38	256 qam	16
18	267000000	-0.7	38	256 qam	17
19	275000000	-0.2	38	256 qam	18
20	283000000	0	38	256 qam	19
21	291000000	0	38	256 qam	20
22	307000000	0	38	256 qam	22
23	315000000	0.2	38	256 qam	23
24	323000000	0.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	145	5080
2	Locked	38.6	682	4382
3	Locked	38.9	605	4372
4	Locked	38.9	577	13138
5	Locked	38.9	1600	3690
6	Locked	38.6	1844	11832
7	Locked	38.6	2133	11224
8	Locked	38.6	1902	13723
9	Locked	38.9	403	5069
10	Locked	38.6	425	13160
11	Locked	38.9	285	4976
12	Locked	38.9	256	5643
13	Locked	38.6	223	5585
14	Locked	38.6	248	5082
15	Locked	38.6	240	5118
16	Locked	38.6	289	5446
17	Locked	38.6	288	5141
18	Locked	38.6	236	5686
19	Locked	38.9	199	5120
20	Locked	38.9	219	5213
21	Locked	38.9	231	5219
22	Locked	38.9	115	5300
23	Locked	38.6	81	5410
24	Locked	38.9	83	5675

[Krish_Vir]

Upstream bonded channels

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

1	53700000	43.5	5120	64 qam	2
2	39400000	43.5	5120	64 qam	4
3	46200000	43.5	5120	64 qam	3
4	60300000	43.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	11	2
3	ATDMA	0	0	12	1
4	ATDMA	0	0	2	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	9834ncxv9873254k;fg87dsfd;kfo

Primary Downstream Service Flow

SFID	3016
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	3015
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Krish_Vir]

Network Log

Time Priority Description

25/01/2021 11:03:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:26	Warning!	Lost MDD Timeout;CM-MAC=*:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:43:23	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:53	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:53	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andruser]

BQM is amongst the worst I've seen, the Network log is a horror show, plus far too many upstream timeouts, and too many uncorrected downstream errors.  There may be an underlying over-utilisation fault (in which case cut your losses and get a new ISP), but it is all so bad that it is difficult to accurately conclude, so let's see what the forum staff can advise.  I've flagged your post for the staff to comment.  They'll need your hub in router mode to check the figures.  If you can cope, stick the hub in router mode, but give it the same wifi name and password as your Ubiquiti, because although the wifi won't be as good, most devices will still be able to connect without fiddling with each one.

[Zak_M]

Good morning @Krish_Vir 

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

That BQM doesn't look to good at all.  I am sorry to hear that you have been having such struggles whilst working from home. 

I would like to take a further look into this for you,  so that I am able to assist you I will need to drop you a PM. 

Kind regards,

Zak_M

[Krish_Vir]

Thanks Andruser for flagging. 

I've just replied to the PM Zak. Look forward to getting this resolved asap.

For all the forum readers: I'll post here once resolved in case anyone else having similar BQM...

[Zak_M]

Thank you for providing me that information via PM @Krish_Vir 

I have just taken a look over your account, I can see that there is currently a big SNR issues in your area. We are due to get this resolved today however the date are only given as an estimate. 

I am going to keep an eye on things from our end and get back to you as soon as there is any more information. 

Kind regards,

Zak_M

[Krish_Vir]

So the 'issue in my area' was supposedly resolved this morning and now my virgin media notes there are no issues in my area...

As you can see from BQM, the lost packets and ping/jitter issue remains the same. 

Can you look into this? 

[Zak_M]

Good Afternoon @Krish_Vir 

I have taken another look over the account this morning, there is an ongoing utilisation issue that has been ongoing since October, we are due to fix this on the 5th of February but as previously advised we are only able to offer this as an advisory date. 

Kind regards,

Zak_M