Virgin Media Community

[pswillies]

I'm on M500 and have been getting good speed/connectivity up until last week.  Last Friday (4th June) speeds dropped to <50Mb down, <1Mb up at best.  Things seemed to pick up in the evening and over the weekend, but went downhill again on Monday - looks to be biggest issue during working hours.  They've gradually got worse again and things are barely usable right now - working with this is getting challenging.

BQM trace (which looks dreadful to me) is here - BQM link  and I've pasted router info below...

Status

Item Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream

Downstream bonded channels

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

1	139000000	1	37	256 qam	1
2	147000000	0.7	37	256 qam	2
3	155000000	0.5	37	256 qam	3
4	163000000	0.4	36	256 qam	4
5	171000000	0.5	37	256 qam	5
6	179000000	0.5	37	256 qam	6
7	187000000	0.7	37	256 qam	7
8	195000000	0.5	38	256 qam	8
9	203000000	0.4	37	256 qam	9
10	211000000	0	38	256 qam	10
11	219000000	-0.2	38	256 qam	11
12	227000000	-0.7	37	256 qam	12
13	235000000	-1.4	37	256 qam	13
14	243000000	-2	37	256 qam	14
15	251000000	-2.2	37	256 qam	15
16	259000000	-1.7	37	256 qam	16
17	267000000	-0.9	37	256 qam	17
18	275000000	-0.7	38	256 qam	18
19	283000000	0	38	256 qam	19
20	291000000	0.2	38	256 qam	20
21	299000000	0.7	38	256 qam	21
22	307000000	0.9	38	256 qam	22
23	315000000	1	38	256 qam	23
24	323000000	1	38	256 qam	24

Downstream bonded channels

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

1	Locked	37	21936400	8113772
2	Locked	37.6	5275282	2487520
3	Locked	37.3	18363945	6390087
4	Locked	36.3	22931028	11572326
5	Locked	37.6	6029003	1377425
6	Locked	37.6	23068380	14557499
7	Locked	37.9	17294963	5264682
8	Locked	38.6	745023	3349
9	Locked	37.6	369443	2976
10	Locked	38.6	151733	1033
11	Locked	38.6	144887	1374
12	Locked	37.3	633495	3995
13	Locked	37.6	849542	7081
14	Locked	37.3	373236	14872
15	Locked	37.3	225274	10448
16	Locked	37.3	310739	17382
17	Locked	37.6	1561207	34108
18	Locked	38.6	332647	5688
19	Locked	38.6	60986	2755
20	Locked	38.6	109494	2001
21	Locked	38.2	1919976	30785
22	Locked	38.6	577913	2928
23	Locked	38.6	6326	32
24	Locked	38.6	6542	34

Upstream

Upstream bonded channels

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

1	53700000	49.5	5120	64 qam	6
2	60300000	49.8	5120	64 qam	5
3	39400000	47.8	5120	64 qam	8
4	46200000	49	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	33	0
2	ATDMA	0	0	29	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	16	0

[pswillies]

Configuration

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053-b.cm

Primary Downstream Service Flow

SFID	680918
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	680917
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network log

Network Log

Time Priority Description

09/06/2021 08:01:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:01:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:00:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 08:00:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:59:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:59:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:53:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:52:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:52:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:51:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:49:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:48:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:43:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:43:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:41:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:41:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:40:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:39:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:28:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:27:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[conman33158]

You have a lot of Post RS Errors and way to many T3 Timeout errors. This could be an indication of some sort of line fault or it could be possible you are suffering from over utilisation, although I'm swaying towards a line fault at this stage.

First thing would be to perform a factory reset on the Hub and see how quickly the errors rise again. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password.

Also try Checked service status and also call 0800 561 0061 for the most up to date faults information in your area. In failing that it might be best to call it in. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are. If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂