Virgin Media Community

[mixtlupus]

OK, I'm going to try this again, I've had issues for several years and nobody has been able to help, I've had engineers out and I HATE speaking to people on the phone so please can someone help.

Issue 1 is the speed, I pay for 200MB and I've been getting 10-80MB for about a decade, it got much slower back in 2018 but now it's back to 10-80MB (which is still less than half what I pay for and I thought there was supposed to be some sort of speed guarantee).

Issue 2: For the last 2 days I've been getting so many drops it's been impossible to game and it's really getting to me.

I'm an IT Tech so the HUB is in modem mode, there's a gaming router, my PC and XBOX is wired and I have Unifi Wifi for mobile devices.

The issue is not inside the house as I can get a full Gigabit Connection between my PC/Router.
I know for certain that the speed issue is normally an overselling issue in my area, I het the higher speeds at times that everyone is asleep and the lower speeds during busy times.

Please help as I have completely lost faith in virgin (I try to get support online only as I hate phones, I once went so far down this route that I was in the complaints process and they CALLED ME repeatedly (I don't use phones as I said and this was mentioned at the beginning of the complaint) and then closed my case by letter because they claimed I hadn't responded to them.

I've been at this for years but I generally don't get round to asking for help until my stability drops like it has now.

Logs in my 1st reply.

[mixtlupus]

Logs as mentioned:

Spoiler

And here is my sanitised Network Log:

Network LogTime Priority Description

29/04/2021 16:19:56	notice	LAN login Success;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 16:19:51	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 08:58:11	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 18:00:55	critical	No Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 09:59:53	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 09:59:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 10:26:35	critical	No Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 11:55:0	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 18:02:13	critical	No Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:15:16	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 21:59:53	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 21:59:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 09:54:13	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 23:17:50	critical	No Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:42:14	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:42:3	Warning!	Lost MDD Timeout;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:23:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:23:37	Warning!	Lost MDD Timeout;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:21:52	Warning!	RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:18:12	critical	No Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;

[mixtlupus]

And Settings Part 1:

Spoiler

Item Status Comments

Acquired Downstream Channel (Hz)	306750000	Locked
Ranged Upstream Channel (Hz)	39400019	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	306750000	6.5	37	256 qam	22
2	138750000	8.1	38	256 qam	1
3	146750000	7.5	38	256 qam	2
4	154750000	7.1	38	256 qam	3
5	162750000	6.5	38	256 qam	4
6	170750000	6.5	38	256 qam	5
7	178750000	6.5	38	256 qam	6
8	186750000	7	37	256 qam	7
9	194750000	7	38	256 qam	8
10	202750000	7	38	256 qam	9
11	210750000	6.9	37	256 qam	10
12	218750000	7	38	256 qam	11
13	226750000	6.8	37	256 qam	12
14	234750000	6.4	37	256 qam	13
15	242750000	6	37	256 qam	14
16	250750000	6	38	256 qam	15
17	258750000	5.9	37	256 qam	16
18	266750000	6	37	256 qam	17
19	274750000	5.9	38	256 qam	18
20	282750000	6	38	256 qam	19
21	290750000	6.3	37	256 qam	20
22	298750000	6.5	37	256 qam	21
23	314750000	6.8	37	256 qam	23
24	322750000	6.9	37	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	76	58
2	Locked	38.6	27988	4581
3	Locked	38.6	9161	391
4	Locked	38.6	19516	673
5	Locked	38.6	45129	3033
6	Locked	38.6	3301	279
7	Locked	38.6	51053	3838
8	Locked	37.3	8575	76
9	Locked	38.6	116	74
10	Locked	38.6	76	75
11	Locked	37.6	92	55
12	Locked	38.6	89	63
13	Locked	37.6	82	58
14	Locked	37.6	82	49
15	Locked	37.6	92	74
16	Locked	38.6	83	88
17	Locked	37.3	83	109
18	Locked	37.6	89	107
19	Locked	38.6	89	119
20	Locked	38.6	95	89
21	Locked	37.6	95	46
22	Locked	37.6	52	92
23	Locked	37.6	49	102
24	Locked	37.6	57	73

[mixtlupus]

Settings Part 2 (because this site seems to incorrectly class all the settings as over 20,000 characters):

Spoiler

Spoiler

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

1	39400019	46	5120	64 qam	12
2	46199993	46.3	5120	64 qam	11
3	53699981	45.8	5120	64 qam	10
4	60300000	46.8	5120	64 qam	9

Upstream bonded channelsChannel 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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	69834ncxv9873254k;fg87dsf

Primary Downstream Service Flow

SFID	20770
Max Traffic Rate	230000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	20769
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[mixtlupus]

It looks like the outages are actually just massive delays in traffic, some pings take over 3.5 seconds to reply and I presume this is when my PC chat drops and my XBOX games kick me out due to massive lag, to be fair the average ping response should be less than 10ms and should never go above that so 357.76ms is just ridiculous, I'm going to do a hard reset on the router again and see if it makes any difference (though I highly doubt it).

Response delay (avg/max)	37.07ms/357.76ms
Test duration	20m 0s 438ms
Requests period (avg/max)	0.728s/60.0s

[mixtlupus]

I tried to game for 40 mins, got disconnected from 3 of the 5 games I played and my ping response maxed out at over 6 seconds (600ms) which is more than the think broadband latency checker can even measure (but here's todays chart anyway):

[mixtlupus]

Suddenly it's more stable so I'm just going to leave it as is for now.

[Zak_M]

Good morning @mixtlupus. 

Welcome back to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your broadband services.

I have just taken a quick look over your account and can see that you have spoken with another team regarding this issue.  Are you still having the issues since your post?

Kind regards,

Zak_M

[mixtlupus]

I think it's stabilised for now so I think we are OK, I'll come back here if it becomes a problem again 🙂

[Zak_M]

Do keep in touch and if we can assist you further then please do let us know. 

Kind regards,

Zak_M