Virgin Media Community

[cheahsonglin]

Hi all,

I just joined VM 200 package in my new property.

However, it seems like we are having some issues with our wifi connection. It is patchy and sometimes it will be like stop working for few seconds before reconnecting (for e.g., like we are scrolling Instagram, the pictures will load halfway and then stuck for few seconds before continue loading the rest).

Understood that being at some distant (example in the garden or kitchen) might cause this. But it happens in our bedroom (which is the floor directly above the router). I think the only time our connection is really stable is when we are just beside it.

[cheahsonglin]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	291000000	Locked
Ranged Upstream Channel (Hz)	46200144	Locked
Provisioning State	Online

Downstream bonded channels

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

1	291000000	17.8	38	256 qam	20
2	139000000	20.5	38	256 qam	1
3	147000000	20.1	38	256 qam	2
4	155000000	19.6	38	256 qam	3
5	163000000	19.5	38	256 qam	4
6	171000000	19.6	37	256 qam	5
7	179000000	19.8	38	256 qam	6
8	187000000	19.5	38	256 qam	7
9	195000000	19.5	38	256 qam	8
10	203000000	19.4	38	256 qam	9
11	211000000	19	38	256 qam	10
12	219000000	18.9	38	256 qam	11
13	227000000	18.6	37	256 qam	12
14	235000000	18.1	37	256 qam	13
15	243000000	17.5	38	256 qam	14
16	251000000	17.4	38	256 qam	15
17	259000000	17.4	37	256 qam	16
18	267000000	18	38	256 qam	17
19	275000000	18.3	38	256 qam	18
20	283000000	17.6	38	256 qam	19
21	299000000	17.9	38	256 qam	21
22	307000000	17.5	38	256 qam	22
23	315000000	18	38	256 qam	23
24	323000000	17.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	4	0
2	Locked	38.6	7	0
3	Locked	38.9	5	0
4	Locked	38.9	5	0
5	Locked	38.6	0	0
6	Locked	37.6	5	0
7	Locked	38.6	5	0
8	Locked	38.6	4	0
9	Locked	38.9	5	0
10	Locked	38.6	5	0
11	Locked	38.6	5	0
12	Locked	38.6	8	0
13	Locked	37.6	6	0
14	Locked	37.6	5	0
15	Locked	38.6	0	0
16	Locked	38.6	13	0
17	Locked	37.6	7	0
18	Locked	38.6	2	0
19	Locked	38.9	5	0
20	Locked	38.6	0	0
21	Locked	38.6	2	0
22	Locked	38.9	5	0
23	Locked	38.9	5	0
24	Locked	38.9	0	0

[cheahsonglin]

Upstream bonded channels

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

1	46200144	32.8	5120	64 qam	3
2	39400178	32.8	5120	64 qam	4
3	53700200	32.8	5120	64 qam	2
4	60300205	32.8	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	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	iyewrkldJKDHSUBsgvca69834

Primary Downstream Service Flow

SFID	10596
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	10595
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[cheahsonglin]

Network Log

Time Priority Description

28/05/2022 21:02:40	notice	LAN login Success;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 23:28:36	critical	No Ranging Response received - T3 time-out;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
27/05/2022 15:32:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 13:04:54	critical	No Ranging Response received - T3 time-out;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 11:41:31	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
26/05/2022 11:41:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 16:58:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 16:58:22	Warning!	RCS Partial Service;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 16:58:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 14:42:19	critical	TLV-11 - Failed to set duplicate elements;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 14:39:32	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
06/04/2022 15:06:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
06/04/2022 15:06:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
03/04/2022 21:12:47	critical	No Ranging Response received - T3 time-out;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
03/04/2022 03:06:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
03/04/2022 03:06:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 20:35:58	critical	No Ranging Response received - T3 time-out;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 15:06:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 15:06:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 09:16:17	critical	No Ranging Response received - T3 time-out;CM-MAC=XX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Your power levels are way off. Downstream range is -6 to +10 dBmV - yours ar way out. And the Upstream ones are all below minimum of 35dBmV.

You will need a Tech visit to bring these into range.

Try calling it is - a VM person will help on here but can take a day or two to respond

[cheahsonglin]

Hi John,

Thank you so much for your quick response to check on my issue.

As I will be going to the office for the coming days, I will just wait for their response here.

Really appreciate your help on this. 🙂

[Hayley_S]

Hello @cheahsonglin,

Welcome, thanks for posting.

I am sorry for the issue with your internet connection.

I was unable to locate you on our system, please can you tell me how it is for you this morning?

Many thanks,

[cheahsonglin]

Hi Hayley,

Thank you for your quick response. Is there any name/ID you would need to locate me?

It does still act up once in a while. It is not constantly patchy but on and off. 😞

[legacy1]

setup a BQM
https://www.thinkbroadband.com/broadband/monitoring/quality

[Vikki_M]

Hi @cheahsonglin

I will send you a private message so I can take some further details securely.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.