Virgin Media Community

[saupraka]

Hello,

I am getting unreliable unusable broadband due to Intermittent connection, packet drop and over utilisation. 

Problem is that working from home has been a pain and affecting productivity due to broadband issues. Call to virgin media support line says they are aware of this and they keep giving dates in future, we have been going through this process since last 30 days. I got my hub replaced with a newer version and upgraded the broadband to 200Mbps hoping this issue is going to fix itself.

Can anyone please advise how to proceed with resolution of this issue?  

BQM Monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/902ef02de4a1b50656852cdecb2bcba13ecbf635-30-08-2021

Ping logs:

Ping www.google.com

64 bytes from 142.250.200.36: icmp_seq=3467 ttl=116 time=59.699 ms
Request timeout for icmp_seq 3469
Request timeout for icmp_seq 3470
64 bytes from 142.250.200.36: icmp_seq=3471 ttl=116 time=17.862 ms
Request timeout for icmp_seq 3472
Request timeout for icmp_seq 3473
Request timeout for icmp_seq 3474
64 bytes from 142.250.200.36: icmp_seq=3475 ttl=116 time=36.459 ms
Request timeout for icmp_seq 3476
Request timeout for icmp_seq 3477
Request timeout for icmp_seq 3478
Request timeout for icmp_seq 3479
Request timeout for icmp_seq 3480
64 bytes from 142.250.200.36: icmp_seq=3481 ttl=116 time=207.499 ms
64 bytes from 142.250.200.36: icmp_seq=3482 ttl=116 time=38.227 ms
64 bytes from 142.250.200.36: icmp_seq=3483 ttl=116 time=494.520 ms
Request timeout for icmp_seq 3484
Request timeout for icmp_seq 3485
64 bytes from 142.250.200.36: icmp_seq=3486 ttl=116 time=56.424 ms
Request timeout for icmp_seq 3487
64 bytes from 142.250.200.36: icmp_seq=3487 ttl=116 time=1699.428 ms
64 bytes from 142.250.200.36: icmp_seq=3495 ttl=116 time=18.563 ms
64 bytes from 142.250.200.36: icmp_seq=3496 ttl=116 time=146.950 ms
64 bytes from 142.250.200.36: icmp_seq=3497 ttl=116 time=275.784 ms
64 bytes from 142.250.200.36: icmp_seq=3498 ttl=116 time=23.428 ms
64 bytes from 142.250.200.36: icmp_seq=3499 ttl=116 time=164.340 ms
^C
--- www.google.com ping statistics ---
3500 packets transmitted, 1913 packets received, 45.3% packet loss
round-trip min/avg/max/stddev = 9.353/41.440/1699.428/96.707 ms

[saupraka]

This is the graph from today, absolute nightmare. To rule out issues related to screws not tight in the cable fitting at my end, the broadband had 0 packet loss on Saturday and Sunday. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9317784a06e5e5cab44eca34cfc6e050de...

 

[David_Bn]

Thanks for your post on our Community Forums @saupraka, and a very warm welcome to you!

Sorry to hear of the service issues and to see of the packet loss in the BQM's you've shared with us

How is the service looking since your post on Tuesday?

Have you checked our Service Status Checker or called our Service Status Line 0800 561 0061 for an update on any outages we may be experiencing?

Kindest regards,

David_Bn

[saupraka]

Hello David,

There are no outages appearing on account. 

Todays BQM graph is here 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07004abca8e9bde456ec0eed88ccf756b7e4f63d-02-09-2021

The broadband service is effectively unusable  for any meaningful meeting or office work. 

Any ideas on what to do next?

Before you suggest, I have reset my modem n number of times, restarted, checked if the screws are tight etc.

Thanks

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[saupraka]

Cable Modem Status
Item   Status Comments
Acquired Downstream Channel (Hz)   
331000000
Locked
Ranged Upstream Channel (Hz)   
46200000
Locked
Provisioning State 
Online



Channel    Frequency (Hz) Power (dBmV)   SNR (dB)   Modulation Channel ID
1  331000000  -12.4  35 256 qam    25
2  267000000  -13.3  35 256 qam    17
3  275000000  -13.5  34 256 qam    18
4  283000000  -13.5  34 256 qam    19
5  291000000  -13.7  34 256 qam    20
6  299000000  -12.9  34 256 qam    21
7  307000000  -13.3  35 256 qam    22
8  315000000  -13.2  35 256 qam    23
9  323000000  -12.7  35 256 qam    24
10 339000000  -12    35 256 qam    26
11 347000000  -12.4  36 256 qam    27
12 355000000  -12    36 256 qam    28
13 363000000  -11.9  36 256 qam    29
14 371000000  -12    36 256 qam    30
15 379000000  -12    36 256 qam    31
16 387000000  -12    36 256 qam    32
17 395000000  -11.7  36 256 qam    33
18 403000000  -11.9  36 256 qam    34
19 411000000  -11.7  36 256 qam    35
20 419000000  -11.9  36 256 qam    36
21 427000000  -12    36 256 qam    37
22 435000000  -12    36 256 qam    38
23 443000000  -12.5  36 256 qam    39
24 451000000  -12.5  36 256 qam    40



Downstream bonded channels
Channel    Locked Status  RxMER (dB) Pre RS Errors  Post RS Errors
1  Locked 35.5   3647   604
2  Locked 34.9   20849  773
3  Locked 35 20690  826
4  Locked 34.9   20857  719
5  Locked 34.4   47680  650
6  Locked 35 26068  620
7  Locked 35.5   7019   708
8  Locked 35.5   5972   665
9  Locked 35.5   5554   601
10 Locked 35.7   4086   557
11 Locked 36.3   2682   478
12 Locked 36.3   2501   498
13 Locked 36.3   2428   506
14 Locked 36.3   2657   389
15 Locked 36.3   2771   364
16 Locked 36.6   2956   393
17 Locked 36.3   2927   329
18 Locked 36.6   2707   294
19 Locked 36.3   3052   374
20 Locked 36.6   2948   375
21 Locked 36.3   3293   476
22 Locked 36.3   2965   459
23 Locked 36.3   3596   328
24 Locked 36.6   3002   234


Upstream bonded channels
Channel    Frequency (Hz) Power (dBmV)   Symbol Rate (ksps) Modulation Channel ID
1  46200000   51 5120   64 qam 3
2  32600014   52 5120   16 qam 5
3  39400000   51 5120   32 qam 4



Upstream bonded channels
Channel    Channel Type   T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
1  ATDMA  0  0  5  0
2  ATDMA  0  0  365    2
3  ATDMA  0  0  316    0


eneral Configuration
Network access 
Allowed
Maximum Number of CPEs 
1
Baseline Privacy   
Enabled
DOCSIS Mode    
Docsis30
Config file    
oA,.iyewrkldJKDHSUBsgvca6



Primary Downstream Service Flow
SFID   15969
Max Traffic Rate   230000061
Max Traffic Burst  42600
Min Traffic Rate   0



Primary Upstream Service Flow
SFID   15981
Max Traffic Rate   22000061
Max Traffic Burst  42600
Min Traffic Rate   0
Max Concatenated Burst 42600
Scheduling Type    
BestEffort





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Password   Show







Network Log
Time   Priority   Description
02/09/2021 11:52:11    critical   No Ranging Response received - T3 time-out;CM-MAC=<>CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:52:11    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:52:6 notice LAN login Success;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:50:51    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:50:51    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:48:11    critical   No Ranging Response received - T3 time-out;CM-MAC=<>b;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:48:11    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:46:52    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:46:51    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:45:32    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:45:32    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:44:12    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:44:12    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:42:52    critical   No Ranging Response received - T3 time-out;CM-MAC=<>CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:42:52    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=1<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:41:32    critical   No Ranging Response received - T3 time-out;CM-MAC=1<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:41:32    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=1<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:40:12    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:40:12    critical   Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=<>:1b;CMTS-MAC=<>;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 11:38:52    critical   No Ranging Response received - T3 time-out;CM-MAC=<>;CMTS-MAC=<>CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Yikes - power is all over the place!

D/S far too low and U/S far to high!

Do you have an attenuator (Small ish cylindrical object) fitted to the back of the hub?

(Also looks like only 3 u/s channels on varying QAMs)

If there's not an area fault (0800 561 0061) you need a tech visit!

[saupraka]

I do have an attenuator fitted, it has been there since ages. This problem only started happening in last month.

Is it worth removing the attenuator?  

[lotharmat]

I would give it a try - I imagine it is a 6db Forward path attenuator - if it is - It should raise your D/S power levels.

You'll still likely need a tech visit though! But it *could* improve stability a bit!

[saupraka]

Ok, The problem is with uploads i.e. I can see/hear everyone they can't :), upload speed varies from .04 Mb to 20 Mbps, with varying packet drops (5%-50%). 

Absolutely no issues on weekends. I suspect this is a fault with infrastructure somewhere i.e. as soon as load increases it starts dropping packets. 

I am planning on cutting my risks with Virgin Media, had few calls and every time they give a 2 weeks date. Will try get a tech in, I was told this is 99 pounds and may not find anything.