Virgin Media Community

[bungle99]

Hi

I am on a 200/20 package. 

I am finding performance to be very poor, especially when trying to use Zoom or similar Video / VOIP calls. They sometimes work perfectly, other times they will fail entirely, and jumpy video, laggy voice and Dalek noises have become the norm. 

Note If I hotspot my desktop to my mobile phone, I do not have these issues. My router also supports a USB 4G dongle as an alternative WAN input; if I plug one in, my issues go away, making me fairly sure the issue is some where from the SH3 and beyond.

All data below is based on a wired ethernet connection (not wifi) into my own router. Although I do work from home, I am not using a VPN.

My household is very small and I would describe our usage as "pretty low"; a single Netflix stream is probably as taxing as it gets. 

A speed test is showing;

• My download speed is below normal, but is workable (about 150Mbps). It is however exceptionally variable and will give wildly different numbers on subsequent tests and during the test, the "speedo arrow" swings all over the place (whereas I recall it being very stable in the past)
• My upload speed is highly variable, but averages around 2Mbps (the min I've seen is below 0.5Mbps, the highest in recent days is 7Mbps)

In a terminal, outgoing pings (to say 8.8.8.8) are quite varied (from about 17ms to 70ms) and will on occasion timeout for a few pings before picking up again.I am using a SH3 in modem mode. 

64 bytes from 8.8.8.8: icmp_seq=14173 ttl=115 time=22.123 ms
64 bytes from 8.8.8.8: icmp_seq=14174 ttl=115 time=70.579 ms
Request timeout for icmp_seq 14175
Request timeout for icmp_seq 14176
64 bytes from 8.8.8.8: icmp_seq=14177 ttl=115 time=65.237 ms
64 bytes from 8.8.8.8: icmp_seq=14178 ttl=115 time=27.930 ms

I have rebooted my equipment over the w/e, including the SH3.

I have setup a BQM;

• https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc5d8a8e1a6070e385115b3043c7ffda05... 

A screenshot of that BQM;

I will add the modem status data in another post. 

Any ideas on whether anything can be done / how to fix appreciated

Many thanks

bungle99

[bungle99]

SH3  Status Page

ItemStatusCommentsAcquired Downstream Channel (Hz)

202750000

Locked

Ranged Upstream Channel (Hz)

25800157

Locked

Provisioning State

Online

[bungle99]

Downstream bonded channels

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

1	202750000	4	37	256 qam	9
2	138750000	4	37	256 qam	1
3	146750000	4	37	256 qam	2
4	154750000	4.1	37	256 qam	3
5	162750000	4.3	36	256 qam	4
6	170750000	4	37	256 qam	5
7	178750000	4.1	37	256 qam	6
8	186750000	4.3	37	256 qam	7
9	194750000	4.1	37	256 qam	8
10	210750000	4	37	256 qam	10
11	218750000	3.7	37	256 qam	11
12	226750000	3.5	37	256 qam	12
13	234750000	3.5	37	256 qam	13
14	242750000	3.5	37	256 qam	14
15	250750000	3.7	37	256 qam	15
16	258750000	4	37	256 qam	16
17	266750000	4.4	37	256 qam	17
18	274750000	4.5	37	256 qam	18
19	282750000	5	37	256 qam	19
20	290750000	5.1	37	256 qam	20
21	298750000	5.5	37	256 qam	21
22	306750000	5.5	37	256 qam	22
23	314750000	5.6	37	256 qam	23
24	322750000	5.8	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	59	0
2	Locked	37.6	66	0
3	Locked	37.6	57	0
4	Locked	37.3	90	0
5	Locked	36.6	111	0
6	Locked	37.3	92	0
7	Locked	37.6	103	0
8	Locked	37.6	56	0
9	Locked	37.6	50	0
10	Locked	37.3	51	0
11	Locked	37.3	56	0
12	Locked	37.3	62	0
13	Locked	37.6	81	0
14	Locked	37.6	73	0
15	Locked	37.3	85	0
16	Locked	37.3	81	0
17	Locked	37.3	37	0
18	Locked	37.3	69	0
19	Locked	37.3	78	0
20	Locked	37.3	45	0
21	Locked	37.3	73	0
22	Locked	37.6	68	0
23	Locked	37.6	63	0
24	Locked	37.6	78	0

[bungle99]

Upstream bonded channels

Note that one of these channels sometimes shows a QAM of 16 or 32 (although right now they all show 64)

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

1	25800157	37	5120	64 qam	4
2	32599859	37.3	5120	64 qam	3
3	46200000	37.3	5120	64 qam	1
4	39400000	37	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[bungle99]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060+voc-b.cm

Primary Downstream Service Flow

SFID	2918472
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	2918471
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[bungle99]

Network Log

Time Priority Description

17/02/2021 14:37:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 23:31:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 20:39:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 17:47:13	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 15:59:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:19:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:19:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:19:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:19:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:19:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:16:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:16:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:16:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 00:16:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 14:25:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 02:19:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 03:50:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 21:48:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 21:48:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[bungle99]

Hi

My experience today has been pretty poor, with various points where I have struggled to use applications.

My BQM for today is as follows: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f37f02ed3a6ecb16e17f380eff59d39a8... 

Download speed this evening is about 140 Mbps, but upload is about 1.9Mbps (and variable).

I noticed one of my upstream channels has moved to 16 QAM.

Many thanks
bungle99

  Upstream bonded channels

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

1	25800102	37	5120	16 qam	4
2	32600000	37.3	5120	64 qam	3
3	46200000	37.3	5120	64 qam	1
4	39400000	37	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[Vegancookies]

After you came into my thread linking this one I've quickly scanned it, and you are struggling with the exact same issue with me I think, bad SNR (signal noise ratio), basically if there's a lot of noise on the lines (not talking about wifi, but the lines into the modem), you see this with the qam, when one goes down to 32 you might not notice it, but 2 of them, or any down to 16, you definitely will, and with any that aren't 64 you might notice it, you might not.

I don't know much about power levels so maybe someone can explain the importance of that to me (if you know please let me know!)

The next things I'd be interested to know:

Are virgin aware of the issue

What is the estimated time for them to fix the issue

What are we supposed to do in the mean time as this has been going on far far too long.

The only thing I can say that might clear the noise (but I don't think it will as it didn't for me) is unscrewing the wire into the modem and reconnecting it, if it's tied into a splitter for TV as well, do the splitter on all 3 ports and reconnect.

We should be so lucky in our house on a bad day to get over 0.2 Mbps , but yeah, it's definitely lower than it should be as it is with us.

I really appreciate you bringing me your thread as it does make me think it's virgin, I wonder how close we are to each other in the same area, I've heard that neighboring areas have struggled as well today (was told by a family member, not seen it myself).

[sayekm]

Its very strange as I am also in area 22 but my BQM is below. Your BQM shows very high congestion. 

[Vegancookies]

As per my thread:

0800 561 0061

0345 454 1111
Ring one of those numbers, give it your landline or account number, and see if there are issues, saying that as per the rest of my reply, who knows when they'll be done, 9AM on what day?