Packet loss and low speed

[d_an9641]

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

[d_an9641]

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

[d_an9641]

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

[d_an9641]

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;

[d_an9641]

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?

[Stormphoenix]

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]

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.

[John_GS]

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]

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,

[d_an9641]

Hi John

I will do!

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