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mixtlupus
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Speed is one Issue Disconnections are another.

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.

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mixtlupus
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Re: Speed is one Issue Disconnections are another.

Logs as mentioned:

Spoiler

And here is my sanitised Network Log:

Network LogTime Priority Description
29/04/2021 16:19:56noticeLAN login Success;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 16:19:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 08:58:11Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 18:00:55criticalNo Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 09:59:53noticeDHCP 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 09:59:53ErrorDHCP 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 10:26:35criticalNo Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 11:55:0Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 18:02:13criticalNo Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:15:16Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 21:59:53noticeDHCP 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 21:59:53ErrorDHCP 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 09:54:13Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 23:17:50criticalNo Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:42:14Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:42:3Warning!Lost MDD Timeout;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:23:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:23:37Warning!Lost MDD Timeout;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:21:52Warning!RCS Partial Service;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 15:18:12criticalNo Ranging Response received - T3 time-out;CM-MAC=<REMOVED>;CMTS-MAC=<REMOVED>;CM-QOS=1.1;CM-VER=3.0;

 

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mixtlupus
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Re: Speed is one Issue Disconnections are another.

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
13067500006.537256 qam22
21387500008.138256 qam1
31467500007.538256 qam2
41547500007.138256 qam3
51627500006.538256 qam4
61707500006.538256 qam5
71787500006.538256 qam6
8186750000737256 qam7
9194750000738256 qam8
10202750000738256 qam9
112107500006.937256 qam10
12218750000738256 qam11
132267500006.837256 qam12
142347500006.437256 qam13
15242750000637256 qam14
16250750000638256 qam15
172587500005.937256 qam16
18266750000637256 qam17
192747500005.938256 qam18
20282750000638256 qam19
212907500006.337256 qam20
222987500006.537256 qam21
233147500006.837256 qam23
243227500006.937256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.67658
2Locked38.6279884581
3Locked38.69161391
4Locked38.619516673
5Locked38.6451293033
6Locked38.63301279
7Locked38.6510533838
8Locked37.3857576
9Locked38.611674
10Locked38.67675
11Locked37.69255
12Locked38.68963
13Locked37.68258
14Locked37.68249
15Locked37.69274
16Locked38.68388
17Locked37.383109
18Locked37.689107
19Locked38.689119
20Locked38.69589
21Locked37.69546
22Locked37.65292
23Locked37.649102
24Locked37.65773
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mixtlupus
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Re: Speed is one Issue Disconnections are another.

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
13940001946512064 qam12
24619999346.3512064 qam11
35369998145.8512064 qam10
46030000046.8512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



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


Primary Downstream Service Flow
SFID20770
Max Traffic Rate230000000
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID20769
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

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mixtlupus
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Message 5 of 10
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Re: Speed is one Issue Disconnections are another.

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 duration20m 0s 438ms
Requests period (avg/max)0.728s/60.0s
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mixtlupus
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Message 6 of 10
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Re: Speed is one Issue Disconnections are another.

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):

My Broadband Ping - Home

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mixtlupus
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Re: Speed is one Issue Disconnections are another.

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

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Zak_M
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Message 8 of 10
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Re: Speed is one Issue Disconnections are another.

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
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Re: Speed is one Issue Disconnections are another.

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

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Zak_M
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Re: Speed is one Issue Disconnections are another.

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

 

Kind regards,

Zak_M