Menu
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
382 Views
Message 1 of 16
Flag for a moderator

Poor Internet Quality

So I joined in September last year. Nov 28th our service became almost unusable, speed tests would vary from less than 5mbps upto our 360 mbps that we were sold and back down again.  Eventually VM acknowledged an area fault even though the status page never said so.  It was supposedly fixed on the 18th Dec however we still had major issues until early Jan.  I raised a complaint and got the usual about wifi even though I clearly stated several times we mainly use wired connections.  The past 2 months or so we are basically unable to use more than 1 device at a time.  if we are using the playstation on 1 tv the moment we stream on another we get the "internet quality dropped" error from playstation.  Alot of the time speed tests are "normal" but quite often well below our guarenteed minimum.  VM just say the usual turn off your router etc which doesn't always make any difference.  I started a Broadband Quality Monitor yesterday and so far these are the results. Does this look like a healthy connection?  Seriously getting fed up with this now Screenshot 2021-04-22 162349.png

0 Kudos
Reply
Andrew-G
  • 6.08K
  • 1.07K
  • 2.56K
Very Insightful Person
Very Insightful Person
367 Views
Message 2 of 16
Flag for a moderator

Re: Poor Internet Quality

Your BQM can't be approved as it shows your IP address.  Use the "share" function that ThinkBroadband has, that'll give you images and links that don't show your IP address.

In terms of what the BQM shows, that's an appalling connection with massive packet loss.  I can't say why VM have not picked this up before, I can say that they should have.  How easy it is to fix will depend on the underlying cause.  You may want to post the hub's status data as text, not screenshots and we can take a look at that for you. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

PhilT15
  • 11
  • 0
  • 0
On our wavelength
360 Views
Message 3 of 16
Flag for a moderator

Re: Poor Internet Quality

Hi 

 

Thanks for the reply, here's a link to the graph 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/bc421c919201aeb2b252737a7f1b8ede82eee5bf">My Broadband Ping</a>

 

0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
359 Views
Message 4 of 16
Flag for a moderator

Re: Poor Internet Quality

Downstream bonded channels

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

1139000000029256 qam1
2147000000-1.226256 qam2
3155000000-0.526256 qam3
4163000000-0.529256 qam4
5171000000-0.931256 qam5
6179000000-1.231256 qam6
7187000000-134256 qam7
8195000000-1.434256 qam8
9203000000-1.534256 qam9
10211000000-1.532256 qam10
11219000000-1.532256 qam11
12227000000-1.532256 qam12
13235000000-1.734256 qam13
14243000000-1.934256 qam14
15251000000-236256 qam15
16259000000-2.438256 qam16
17267000000-2.538256 qam17
18275000000-2.738256 qam18
19283000000-337256 qam19
20291000000-3.238256 qam20
21299000000-3.238256 qam21
22307000000-3.238256 qam22
23315000000-3.238256 qam23
24323000000-3.438256 qam24



Downstream bonded channels

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

1Locked29.71344475144613734
2Locked26.6-611418528509133794
3Locked26-41406722726321467
4Locked29.4748409640271458
5Locked31.186591260978832
6Locked31.636744799898814
7Locked3535865525327799
8Locked34.4103586420229438
9Locked34.3-199876485636699
10Locked32.9663501440230810
11Locked32.549058380661098
12Locked32.212035136799309
13Locked3518978030227911
14Locked34.413506995209433
15Locked36.632013597122482
16Locked37.685402712444
17Locked38.98071421075
18Locked38.9407074290327
19Locked37.69781868661
20Locked38.6314658254178
21Locked38.620815789246
22Locked38.6294779105606
23Locked38.615981888116
24Locked38.621058877302
0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
358 Views
Message 5 of 16
Flag for a moderator

Re: Poor Internet Quality

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369990544512064 qam6
24620008643.5512064 qam7
36030013644512064 qam5
43939995643.5512064 qam8


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0050
0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
334 Views
Message 6 of 16
Flag for a moderator

Re: Poor Internet Quality

So I just checked and the last time I reset the router was 16.04 so these are 6 days worth of results.  I have now reset the router again so we'll see how it goes.

0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
311 Views
Message 7 of 16
Flag for a moderator

Re: Poor Internet Quality

Network Log

Time Priority Description

22/04/2021 16:55:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:44:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:43:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:43:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:39:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:38:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:30:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:25:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:17:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 16:14:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
270 Views
Message 8 of 16
Flag for a moderator

Re: Poor Internet Quality

Not sure if the other BQM link worked so here's another

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bc421c919201aeb2b252737a7f1b8ede82eee5bf

Last night as usual I was playing playstation, as soon as my partner started streaming I got the internet quality error.  The BQM doesn't show any packet loss though until around 1.30 am though we were all asleep at that time so not sure what that's about.

Just to clarify the tv, pc, playstation are all on wired connections

0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
258 Views
Message 9 of 16
Flag for a moderator

Re: Poor Internet Quality

So these are the hub stats since resetting it yesterday (almost 24 hours)

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000000.435256 qam1
2147000000-1.233256 qam2
3155000000-0.533256 qam3
4163000000-0.534256 qam4
5171000000-0.536256 qam5
6179000000-0.736256 qam6
7187000000-0.737256 qam7
8195000000-0.738256 qam8
9203000000-0.938256 qam9
10211000000-138256 qam10
11219000000-137256 qam11
12227000000-137256 qam12
13235000000-1.438256 qam13
14243000000-1.538256 qam14
15251000000-1.738256 qam15
16259000000-238256 qam16
17267000000-2.238256 qam17
18275000000-2.238256 qam18
19283000000-2.538256 qam19
20291000000-2.938256 qam20
21299000000-2.738256 qam21
22307000000-2.738256 qam22
23315000000-2.938256 qam23
24323000000-338256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.7533181721640
2Locked33.8953049951423
3Locked33.8160033523513
4Locked34.9255755596
5Locked36.328348260
6Locked36.631649177
7Locked37.633636404
8Locked38.9161276176
9Locked38.91135445410
10Locked38.9112538272
11Locked37.367545106
12Locked37.31019464
13Locked38.9217270
14Locked38.9105650
15Locked38.94580118
16Locked38.6369688
17Locked38.61553464
18Locked38.9986662
19Locked38.9378066
20Locked38.6130754
21Locked38.942753
22Locked38.945438
23Locked38.942640
24Locked38.970625
0 Kudos
Reply
PhilT15
  • 11
  • 0
  • 0
On our wavelength
257 Views
Message 10 of 16
Flag for a moderator

Re: Poor Internet Quality

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370001744512064 qam6
24620017243.5512064 qam7
36029992144512064 qam5
43940000043.5512064 qam8


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply