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d_an9641
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Packet loss and low speed

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):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/299447c7f7563751417bf83e3aab616467...

Thanks in advance

 

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d_an9641
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Re: Packet loss and low speed

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

1227000000-2.935256 qam12
21390000002.537256 qam1
31470000001.737256 qam2
41550000001.436256 qam3
51630000000.936256 qam4
61710000000.536256 qam5
7179000000036256 qam6
8187000000-0.236256 qam7
9195000000-0.536256 qam8
10203000000-1.436256 qam9
11211000000-2.236256 qam10
12219000000-2.735256 qam11
13235000000-2.536256 qam13
14243000000-2.536256 qam14
15251000000-2.936256 qam15
16259000000-3.235256 qam16
17267000000-3.535256 qam17
18275000000-3.735256 qam18
19283000000-3.735256 qam19
20291000000-4.235256 qam20
21299000000-4.534256 qam21
22307000000-5.235256 qam22
23315000000-5.235256 qam23
24323000000-535256 qam24



Downstream bonded channels

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

1Locked35.780
2Locked37.3180
3Locked37.360
4Locked36.3170
5Locked36.650
6Locked36.660
7Locked36.350
8Locked36.670
9Locked36.3120
10Locked36.350
11Locked36.660
12Locked35.790
13Locked36.670
14Locked36.390
15Locked36.360
16Locked35.7100
17Locked35.760
18Locked35.7150
19Locked35.5110
20Locked35.5360
21Locked34.91000
22Locked352160
23Locked351530
24Locked35.5460
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d_an9641
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Re: Packet loss and low speed

Upstream bonded channels

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

13259999641.3512064 qam13
23940002641.8512064 qam12
34619999842.8512064 qam11
45369994744.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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d_an9641
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Re: Packet loss and low speed

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
DHSUBsgvca69834ncxv987325



Primary Downstream Service Flow

SFID32571
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID2472
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

25/06/2021 19:23:51noticeLAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
25/06/2021 18:51:42criticalReceived 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 18:17:42noticeLAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
25/06/2021 18:17:29Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
25/06/2021 18:16:57noticeLAN login Success;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
25/06/2021 18:15:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
23/06/2021 20:58:45criticalNo Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
23/06/2021 02:53:55noticeDHCP 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 02:53:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
19/06/2021 17:09:37criticalNo Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
19/06/2021 14:53:55noticeDHCP 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 14:53:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
16/06/2021 08:07:34criticalNo Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
16/06/2021 08:06:55criticalReceived 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 08:03:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
16/06/2021 08:03:23Warning!Lost MDD Timeout;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
15/06/2021 21:40:18noticeDHCP 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 21:40:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
14/06/2021 00:24:34criticalNo Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
12/06/2021 09:40:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0;
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d_an9641
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Message 5 of 17
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Re: Packet loss and low speed

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?

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Stormphoenix
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Re: Packet loss and low speed

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.

d_an9641
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Re: Packet loss and low speed

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.

 

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John_GS
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Re: Packet loss and low speed

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.

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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John_GS
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Re: Packet loss and low speed

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

d_an9641
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Message 10 of 17
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Re: Packet loss and low speed

Hi John

I will do!

Thanks so much for getting back to me, I really appreciate it.

 

 

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