on 25-06-2021 20:49
Hi all
I was wondering if someone on here or a member of VM staff could help. I've had pretty bad packet loss and erratic broadband speed test readings for the past few days. Ive tried calling VM customer services but they don't seem to understand the issue and unfortunately aren't really much help.
Ive seen a few other posts with a similar issue recently so I wonder if there is a bigger issue here though there don't seem to be any area faults indicated on the service checker phone number.
Here is a link to my BQM (the three big red spikes today are the various factory resets customer services told me to do):
Thanks in advance
on 25-06-2021 20:53
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 227000000 | -2.9 | 35 | 256 qam | 12 |
2 | 139000000 | 2.5 | 37 | 256 qam | 1 |
3 | 147000000 | 1.7 | 37 | 256 qam | 2 |
4 | 155000000 | 1.4 | 36 | 256 qam | 3 |
5 | 163000000 | 0.9 | 36 | 256 qam | 4 |
6 | 171000000 | 0.5 | 36 | 256 qam | 5 |
7 | 179000000 | 0 | 36 | 256 qam | 6 |
8 | 187000000 | -0.2 | 36 | 256 qam | 7 |
9 | 195000000 | -0.5 | 36 | 256 qam | 8 |
10 | 203000000 | -1.4 | 36 | 256 qam | 9 |
11 | 211000000 | -2.2 | 36 | 256 qam | 10 |
12 | 219000000 | -2.7 | 35 | 256 qam | 11 |
13 | 235000000 | -2.5 | 36 | 256 qam | 13 |
14 | 243000000 | -2.5 | 36 | 256 qam | 14 |
15 | 251000000 | -2.9 | 36 | 256 qam | 15 |
16 | 259000000 | -3.2 | 35 | 256 qam | 16 |
17 | 267000000 | -3.5 | 35 | 256 qam | 17 |
18 | 275000000 | -3.7 | 35 | 256 qam | 18 |
19 | 283000000 | -3.7 | 35 | 256 qam | 19 |
20 | 291000000 | -4.2 | 35 | 256 qam | 20 |
21 | 299000000 | -4.5 | 34 | 256 qam | 21 |
22 | 307000000 | -5.2 | 35 | 256 qam | 22 |
23 | 315000000 | -5.2 | 35 | 256 qam | 23 |
24 | 323000000 | -5 | 35 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.7 | 8 | 0 |
2 | Locked | 37.3 | 18 | 0 |
3 | Locked | 37.3 | 6 | 0 |
4 | Locked | 36.3 | 17 | 0 |
5 | Locked | 36.6 | 5 | 0 |
6 | Locked | 36.6 | 6 | 0 |
7 | Locked | 36.3 | 5 | 0 |
8 | Locked | 36.6 | 7 | 0 |
9 | Locked | 36.3 | 12 | 0 |
10 | Locked | 36.3 | 5 | 0 |
11 | Locked | 36.6 | 6 | 0 |
12 | Locked | 35.7 | 9 | 0 |
13 | Locked | 36.6 | 7 | 0 |
14 | Locked | 36.3 | 9 | 0 |
15 | Locked | 36.3 | 6 | 0 |
16 | Locked | 35.7 | 10 | 0 |
17 | Locked | 35.7 | 6 | 0 |
18 | Locked | 35.7 | 15 | 0 |
19 | Locked | 35.5 | 11 | 0 |
20 | Locked | 35.5 | 36 | 0 |
21 | Locked | 34.9 | 100 | 0 |
22 | Locked | 35 | 216 | 0 |
23 | Locked | 35 | 153 | 0 |
24 | Locked | 35.5 | 46 | 0 |
on 25-06-2021 20:54
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32599996 | 41.3 | 5120 | 64 qam | 13 |
2 | 39400026 | 41.8 | 5120 | 64 qam | 12 |
3 | 46199998 | 42.8 | 5120 | 64 qam | 11 |
4 | 53699947 | 44.3 | 5120 | 64 qam | 10 |
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 |
on 25-06-2021 20:59
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | DHSUBsgvca69834ncxv987325 |
Primary Downstream Service Flow
SFID | 32571 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 2472 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Network Log
Time Priority Description
25/06/2021 19:23:51 | notice | LAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 18:51:42 | 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; |
25/06/2021 18:17:42 | notice | LAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 18:17:29 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 18:16:57 | notice | LAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 18:15:31 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 20:58:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 02:53:55 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 02:53:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
19/06/2021 17:09:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
19/06/2021 14:53:55 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
19/06/2021 14:53:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 08:07:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 08:06:55 | 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; |
16/06/2021 08:03:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 08:03:23 | Warning! | Lost MDD Timeout;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
15/06/2021 21:40:18 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
15/06/2021 21:40:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
14/06/2021 00:24:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
12/06/2021 09:40:19 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0; |
on 27-06-2021 15:58
Just an update on this, the problems have sadly been ongoing and feel like they are getting worse. Downloading files and gaming are painful and near impossible and watching videos at various times of the day are slow to load.
Just wondered, am I able to request a cancellation online as I am considering this?
on 27-06-2021 16:04
Hey,
Theres loads of us in the same boat at the moment (packet loss and extreme slowdown at 4pm till midnight), the Virgin staff are claiming it is loose wires on our routers and sending out engineers at present, even though its clearly not a problem at our end. We've found using a VPN can get your speeds back up for downloading, and Youtube / Netflix seem unaffected by the slowdown.
27-06-2021 16:16 - edited 27-06-2021 16:17
Hey, thanks for the reply.
I have noticed a few forum posts with the same issue, though no area or wider network fault is being reported so im just hoping VM will see these posts and acknowledge there is an issue at least.
Thanks for the tip about the VPN, i'll give that a try.
on 28-06-2021 09:05
Hi d_an9641
Thanks for posting. My apologies for the broadband issues.
I've had a system check today and more than half of your downstream levels are out of spec
This will need a tech visit so I'll PM you now to assist further.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 28-06-2021 11:49
Thanks for joining me on PM d_an9641
Just to update the thread, the engineer visit was booked in.
This can be tracked or altered in your online account
Let us know how the visit goes.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 28-06-2021 12:10
Hi John
I will do!
Thanks so much for getting back to me, I really appreciate it.