Virgin Media Community

[Fogster1]

Hi Everyone,

Had VM installed for a few months now had no issues but for the last week i keep hitting issues where the service is borderline unuseable, i have set up a BQM with thuink boradband and its showing packet loss, does anyone have any idea what may be causing this?

Any help would be greatly appreciated

[Fogster1]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	171000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	171000000	6	40	256 qam	5
2	139000000	6.5	40	256 qam	1
3	147000000	6.1	40	256 qam	2
4	155000000	5.9	40	256 qam	3
5	163000000	6	40	256 qam	4
6	179000000	6.1	40	256 qam	6
7	187000000	6	40	256 qam	7
8	195000000	6	40	256 qam	8
9	203000000	6.1	40	256 qam	9
10	211000000	6	40	256 qam	10
11	219000000	6	40	256 qam	11
12	227000000	6	40	256 qam	12
13	235000000	6	40	256 qam	13
14	243000000	5.9	40	256 qam	14
15	251000000	5.9	40	256 qam	15
16	259000000	5.8	40	256 qam	16
17	267000000	5.6	40	256 qam	17
18	275000000	5.6	40	256 qam	18
19	283000000	5.5	40	256 qam	19
20	291000000	5.6	40	256 qam	20
21	299000000	5.4	40	256 qam	21
22	307000000	5.5	40	256 qam	22
23	315000000	5.5	40	256 qam	23
24	323000000	5.6	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	17	0
2	Locked	40.3	0	0
3	Locked	40.9	5	0
4	Locked	40.9	5	0
5	Locked	40.3	7	0
6	Locked	40.9	20	0
7	Locked	40.3	18	0
8	Locked	40.9	6	0
9	Locked	40.9	5	0
10	Locked	40.9	5	0
11	Locked	40.9	4	0
12	Locked	40.9	4	0
13	Locked	40.3	5	0
14	Locked	40.9	4	0
15	Locked	40.9	5	0
16	Locked	40.9	5	0
17	Locked	40.9	5	0
18	Locked	40.9	4	0
19	Locked	40.3	4	0
20	Locked	40.9	7	0
21	Locked	40.9	5	0
22	Locked	40.9	6	0
23	Locked	40.3	4	0
24	Locked	40.3	5	0

[Fogster1]

Upstream bonded channels

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

1	32600000	38	5120	32 qam	5
2	39400000	38	5120	32 qam	4
3	46200000	38.3	5120	32 qam	3
4	53700000	38	5120	32 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

24/05/2021 16:30:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2021 01:49:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 11:11:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 11:11:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 14:39:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 10:30:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 23:54:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 23:11:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 23:11:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/05/2021 02:03:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 11:11:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 11:11:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Fogster1]

Not sure if its worth mentioning but i have been doing some checks on Fast.com and also note that the unloaded latency is usually around 15-30, the loaded however is much different;

when the connections seems to be working as expected its around 30-50
when the connection is really slow - gettig the packet loss - its anywhere from 200- 1.4s

weirdly the BQM doesnt seem to reflect this, not sure if it is cable of recording spikes that are that high.

Sorry if i have missed adding any further information that may be required but this type of thing is not my strong suit.

any help would be greatly appreciated as having a massive impact on my ability to work.

[Fogster1]

Packet loss continued on for a while and seems to have sorted itself out for now but will continue to watch it.

The latency spikes however have continued even during the night when nobody was really using the service which is weird - i think, not sure if i should expect this or not lol.

[Fogster1]

re-posting BQM as last image was rejected

[Fogster1]

Not seeing the packet loss as much as i had been but as a direct replacement have now been hitting these sorts of speeds now for on and off over the last 7 days:

when everything is running slow this is about the best i can manage to get but only on fast.com

BQM doesnt as far as i can see show anything to explain this:

there must be some sort of reason for this, meant to be a M100 package but cant seem to get anywhere close to it at the moment and calls to VM are a riot, spending on average 30-40mins waiting to just get hacked off and end up hanging up

[Paulina_Z]

Hi @Fogster1,

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to see that you're experiencing some speed and connection issues.

I was able to locate your account and I was able to do some further checks. There are no area issues that could be impacting your service, and after checking your power levels, they all look good and within spec.

Have you completed the equipment test that are available to you via our Service Status page after you sign in? 

Can you tell me if these speed tests are complete on a wired or WiFi connection? A wired connection is more reliable and can show more accurate results than a WiFi speed test can.You can read more about speeds here. 

Please let us know so we can look into this further for you.

Thanks! 🙂

[lotharmat]

Is 32 QAM on all 4 upstream channels not a problem? I thought it was supposed to be 64 across the board!

[Paulina_Z]

Hi @lotharmat,

Thanks for popping onto this threat! 🙂

I double checked @Fogster1 's power levels just to be sure, and at the moment they are showing no issues at all.

@Fogster1, please let us know how you're getting on with your connection since your last post.

Thanks,