Virgin Media Community

[adamtre]

Having some connection issues recently - slow download & upload speed, high ping, and significant packet loss. 

This is with a wired connection from a PC to the Hub 3.0

Any advice would be much appreciated. I have already restarted the router and checked all of the connections. 

Many thanks. 

Think broadband monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f15e34d8ebcec4f9dcfdad8e8cc4790b91bfd24d

And router status:

Item Status Comments

Acquired Downstream Channel (Hz)	234750000	Locked
Ranged Upstream Channel (Hz)	46200051	Locked
Provisioning State	Online

Downstream bonded channels

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

1	234750000	7.9	35	256 qam	13
2	138750000	8.8	36	256 qam	1
3	146750000	6.4	36	256 qam	2
4	154750000	6.9	36	256 qam	3
5	162750000	8.5	36	256 qam	4
6	170750000	6.8	36	256 qam	5
7	178750000	7.6	36	256 qam	6
8	186750000	8.9	36	256 qam	7
9	194750000	7.5	36	256 qam	8
10	202750000	7	36	256 qam	9
11	210750000	8.1	36	256 qam	10
12	218750000	6.9	35	256 qam	11
13	226750000	6.4	35	256 qam	12
14	242750000	8	35	256 qam	14
15	250750000	6.4	35	256 qam	15
16	258750000	6.8	35	256 qam	16
17	266750000	8	35	256 qam	17
18	274750000	6.5	35	256 qam	18
19	282750000	5.5	35	256 qam	19
20	290750000	6.5	35	256 qam	20
21	298750000	6.1	35	256 qam	21
22	306750000	6.3	34	256 qam	22
23	314750000	7.4	34	256 qam	23
24	322750000	7.1	35	256 qam	24

Downstream bonded channels

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

1	Locked	35.7	98566022	354462
2	Locked	36.3	28901032	1416510
3	Locked	36.3	35028165	1278499
4	Locked	36.3	33878705	1724059
5	Locked	36.6	25625026	1580941
6	Locked	36.6	32074904	769526
7	Locked	36.3	41905811	1713652
8	Locked	36.3	37743821	742401
9	Locked	36.3	45587900	411489
10	Locked	36.3	55167172	387529
11	Locked	36.3	66507405	348914
12	Locked	35.5	85922672	429038
13	Locked	35.5	99973519	648167
14	Locked	35.5	119560367	259087
15	Locked	35.5	144948498	316066
16	Locked	35.5	162296353	326282
17	Locked	35.7	171455616	220633
18	Locked	35	208203052	195662
19	Locked	35	233676718	310743
20	Locked	35.5	266967713	312853
21	Locked	35	293258110	274329
22	Locked	34.9	298972596	223697
23	Locked	34.9	327438905	176157
24	Locked	35	356827997	158282

Upstream bonded channels

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

1	46200051	3.9	5120	64 qam	3
2	39399923	3.825	5120	64 qam	4
3	60300045	3.95	5120	64 qam	1
4	53700219	3.925	5120	64 qam	2

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

[adamtre]

Network Log

Time Priority Description

25/03/2020 10:43:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 10:43:43	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 01:18:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 01:17:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 23:55:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 23:54:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 23:49:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 23:45:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 22:40:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 21:48:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 20:38:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 20:38:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 20:37:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 20:37:56	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:15:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:14:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:04:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:04:0	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:03:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 19:03:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo]

Have you checked the 'Check Service Status' at the top of the page?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may not be affecting the area. Be aware that it isn't a manned line.

The Hub stats shows lots of Post RS errors which will probably clear if you reboot the Hub but looking at the BQM I think they will be back in no time.

If the area and local area are good an engineer visit is required I think.

You can try phoning it in or wait here for one of the VM Staff to pick up the thread, someone should be along within a couple of days.

Don't bump your thread; it doesn't get answered any quicker.

[sparky621]

Bear in mind that a lot of people are now working from home and a lot gamers will now be on line when they would usually be at school or work!

[adamtre]

I'm still having the same issue with a slow connection. It's making it impossible to work from home or do much else at the moment. Any chance someone from the support team could reach out to let me know if it's just due to high utilisation or if an engineer visit is needed? 

There's no status faults at the moment in my area (on the virgin website or on the automated telephone service). 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f15e34d8ebcec4f9dcfdad8e8cc4790b91bfd24d

With plenty of post RS errors. 

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

1	Locked	35.7	52415493	78617
2	Locked	34.3	11444295	348793
3	Locked	34.3	12270366	186619
4	Locked	35.5	10657157	287100
5	Locked	36.6	11380766	371021
6	Locked	36.6	13156343	100661
7	Locked	35.7	16896170	309007
8	Locked	36.3	18874618	150133
9	Locked	36.3	22177204	72021
10	Locked	36.3	28140698	72190
11	Locked	36.3	34605325	73901
12	Locked	35.5	44436467	82980
13	Locked	35	50544535	100709
14	Locked	35.5	64074110	47989
15	Locked	35.7	77926144	59864
16	Locked	35.5	87430876	68295
17	Locked	35.5	95373070	38140
18	Locked	34.9	114748050	30826
19	Locked	34.9	127998839	57789
20	Locked	35	146731066	63818
21	Locked	35	160509403	47302
22	Locked	34.9	165400897	36782
23	Locked	35	180890822	26184
24	Locked	34.9	197427766	21373

Many thanks

[adamtre]

Any chance one of the Virgin staff members on the forum could get in touch? I'm still having slow speeds throughout most of the day, broadband monitor below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/e98ef46a2edd666771233f29799...

I'm really considering switching to another provider if our broadband continues like this without an explaination - it's difficult to work from home at the moment.