Virgin Media Community

[Cluddles]

Hi all,

I've been on a M100 Fibre Broadband package for the past year or two, and it's always been pretty fine.

Roughly a week ago, I noticed that downloads, videos and even basic browsing were really chugging in the evening, and I fired off a few speedtests to confirm my suspicions: my download rate was floating around 8-10Mbps.

Every day since, I've noticed the same pattern. I get decent speeds during the day, and then at about 5pm it tanks to sub-10Mbps until 11pm or so when it sorts itself out again.

Tested via ethernet and wifi. Tried rebooting/resetting the hub and all that good stuff. No known service issues in my area.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8401980700b3f9d1b4f76121e6437784b5...

I'll dump the stats from the router in a bit.

[jbrennand]

Looking like overutilisation in the evening period.

[Cluddles]

Downstream bonded channels

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

1	299000000	9.9	37	256 qam	21
2	267000000	9	37	256 qam	17
3	275000000	9.3	37	256 qam	18
4	283000000	9.4	37	256 qam	19
5	291000000	9.5	37	256 qam	20
6	307000000	9.9	37	256 qam	22
7	315000000	10	37	256 qam	23
8	323000000	10.1	37	256 qam	24
9	331000000	10.3	37	256 qam	25
10	371000000	10.4	37	256 qam	26
11	379000000	10.1	37	256 qam	27
12	387000000	10.3	37	256 qam	28
13	395000000	10.4	37	256 qam	29
14	403000000	10.5	37	256 qam	30
15	411000000	11	37	256 qam	31
16	419000000	10.9	37	256 qam	32
17	427000000	11	37	256 qam	33
18	435000000	10.8	37	256 qam	34
19	443000000	10.9	37	256 qam	35
20	451000000	11	37	256 qam	36
21	459000000	11.1	37	256 qam	37
22	467000000	10.9	37	256 qam	38
23	475000000	10.8	37	256 qam	39
24	483000000	11	37	256 qam	40

Downstream bonded channels

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

1	Locked	37.3	220	0
2	Locked	37.3	247	0
3	Locked	37.6	237	0
4	Locked	37.6	216	0
5	Locked	37.3	192	0
6	Locked	37.6	213	0
7	Locked	37.6	189	0
8	Locked	37.3	180	0
9	Locked	37.6	161	0
10	Locked	37.6	154	0
11	Locked	37.6	172	0
12	Locked	37.3	153	0
13	Locked	37.6	148	0
14	Locked	37.6	158	0
15	Locked	37.6	164	0
16	Locked	37.3	166	0
17	Locked	37.3	185	4
18	Locked	37.6	201	0
19	Locked	37.6	239	0
20	Locked	37.6	236	0
21	Locked	37.6	225	0
22	Locked	37.6	194	0
23	Locked	37.6	191	0
24	Locked	37.6	156	0

Upstream bonded channels

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

1	39400054	41.5	5120	64 qam	8
2	46200162	42.3	5120	64 qam	7
3	25799994	39.5	5120	64 qam	12
4	32600000	40.8	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Cluddles]

Network Log

Time Priority Description

15/02/2021 21:07:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 13:36:31	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 13:13:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 00:23:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 22:18:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 19:48:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 19:48:44	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 04:55:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 02:31:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 21:37:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 21:36:55	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 01:51:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 16:55:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 05:09:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 04:55:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 01:19:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 20:14:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 20:14:13	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 20:33:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 00:37:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Ah.... your down power levels are too high - the recommended maximum is +10dBmv - most of yours are above that. Looks like it will need an attenyuator fitting at the least. There isn't one laying unused by the coax cabling by any chance that wasn't reconnected?

In any case call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they test the connection. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

A VM person should pick this up here and respond, but it can take 5-10 days for them to get here.