on 27-07-2021 21:28
Hi All,
The subject/title explains itself and I hope the information below will be useful to identify the issue.
Internet comes to a halt between 9.30pm - 2.30am due to ZERO upload speed, and this is when I am most active due to late working hours. Outside of these hours, I get what I paid for (500Mbps package).
It has been going on for more than a week, and as a family we cannot take the connection drops any longer. I hope you can help us.
Wired/Ethernet connection. Gaming/Streaming Movies etc. Below are 2 sets of data, when internet is BAD vs GOOD.
When the Internet is Bad
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 203000000 | 3.5 | 37 | 256 qam | 9 |
2 | 139000000 | 4.4 | 38 | 256 qam | 1 |
3 | 147000000 | 4.4 | 38 | 256 qam | 2 |
4 | 155000000 | 4.3 | 38 | 256 qam | 3 |
5 | 163000000 | 4.1 | 37 | 256 qam | 4 |
6 | 171000000 | 4.1 | 37 | 256 qam | 5 |
7 | 179000000 | 4 | 37 | 256 qam | 6 |
8 | 187000000 | 3.9 | 37 | 256 qam | 7 |
9 | 195000000 | 3.9 | 37 | 256 qam | 8 |
10 | 211000000 | 3.5 | 37 | 256 qam | 10 |
11 | 219000000 | 3.4 | 36 | 256 qam | 11 |
12 | 227000000 | 3.2 | 36 | 256 qam | 12 |
13 | 235000000 | 3.2 | 36 | 256 qam | 13 |
14 | 243000000 | 2.9 | 37 | 256 qam | 14 |
15 | 251000000 | 2.9 | 37 | 256 qam | 15 |
16 | 259000000 | 3 | 37 | 256 qam | 16 |
17 | 267000000 | 3 | 37 | 256 qam | 17 |
18 | 275000000 | 3.4 | 37 | 256 qam | 18 |
19 | 283000000 | 3.5 | 37 | 256 qam | 19 |
20 | 291000000 | 3.5 | 37 | 256 qam | 20 |
21 | 299000000 | 3.2 | 38 | 256 qam | 21 |
22 | 307000000 | 3.4 | 38 | 256 qam | 22 |
23 | 315000000 | 3.2 | 38 | 256 qam | 23 |
24 | 323000000 | 3.5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 37.6 | 39 | 0 |
2 | Locked | 38.6 | 32 | 0 |
3 | Locked | 38.6 | 139 | 36 |
4 | Locked | 38.6 | 61 | 0 |
5 | Locked | 37.6 | 40 | 0 |
6 | Locked | 37.3 | 87 | 0 |
7 | Locked | 37.6 | 25 | 0 |
8 | Locked | 37.3 | 51 | 0 |
9 | Locked | 37.3 | 58 | 0 |
10 | Locked | 37.3 | 38 | 0 |
11 | Locked | 36.6 | 23 | 0 |
12 | Locked | 36.6 | 57 | 0 |
13 | Locked | 36.6 | 41 | 0 |
14 | Locked | 37.3 | 52 | 0 |
15 | Locked | 37.6 | 27 | 0 |
16 | Locked | 37.3 | 89 | 0 |
17 | Locked | 37.6 | 32 | 0 |
18 | Locked | 37.3 | 50 | 0 |
19 | Locked | 37.3 | 24 | 0 |
20 | Locked | 37.6 | 21 | 0 |
21 | Locked | 38.6 | 35 | 0 |
22 | Locked | 38.9 | 34 | 0 |
23 | Locked | 38.6 | 28 | 0 |
24 | Locked | 38.9 | 28 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39400391 | 42.5 | 5120 | 16 qam | 4 |
2 | 46200000 | 42.8 | 5120 | 16 qam | 3 |
3 | 32600330 | 42.5 | 5120 | 16 qam | 5 |
4 | 25799516 | 42.3 | 5120 | 16 qam | 6 |
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 | 1 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
Network Log | ||
Time | Priority | Description |
27/07/2021 19:41 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 22:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:05:c2:1d:d1:2b;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 21:03 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/07/2021 00:06 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Slow network speed test
Snapshot of BQM (red areas occur also from 9.30pm that graph does not capture)
Live BQM
on 27-07-2021 21:31
When Internet is Good/Behaving
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 203000000 | 3.2 | 37 | 256 qam | 9 |
2 | 139000000 | 4 | 38 | 256 qam | 1 |
3 | 147000000 | 4 | 38 | 256 qam | 2 |
4 | 155000000 | 3.9 | 38 | 256 qam | 3 |
5 | 163000000 | 3.9 | 37 | 256 qam | 4 |
6 | 171000000 | 3.7 | 37 | 256 qam | 5 |
7 | 179000000 | 3.7 | 37 | 256 qam | 6 |
8 | 187000000 | 3.5 | 37 | 256 qam | 7 |
9 | 195000000 | 3.5 | 37 | 256 qam | 8 |
10 | 211000000 | 3.2 | 37 | 256 qam | 10 |
11 | 219000000 | 3 | 36 | 256 qam | 11 |
12 | 227000000 | 2.9 | 36 | 256 qam | 12 |
13 | 235000000 | 2.9 | 36 | 256 qam | 13 |
14 | 243000000 | 2.5 | 37 | 256 qam | 14 |
15 | 251000000 | 2.5 | 37 | 256 qam | 15 |
16 | 259000000 | 2.7 | 37 | 256 qam | 16 |
17 | 267000000 | 2.7 | 37 | 256 qam | 17 |
18 | 275000000 | 3 | 37 | 256 qam | 18 |
19 | 283000000 | 3 | 37 | 256 qam | 19 |
20 | 291000000 | 3 | 37 | 256 qam | 20 |
21 | 299000000 | 2.9 | 38 | 256 qam | 21 |
22 | 307000000 | 3 | 38 | 256 qam | 22 |
23 | 315000000 | 2.7 | 38 | 256 qam | 23 |
24 | 323000000 | 3.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 37.3 | 62 | 0 |
2 | Locked | 38.6 | 71 | 0 |
3 | Locked | 38.6 | 174 | 36 |
4 | Locked | 38.6 | 79 | 0 |
5 | Locked | 37.6 | 78 | 0 |
6 | Locked | 37.6 | 138 | 0 |
7 | Locked | 37.3 | 48 | 0 |
8 | Locked | 37.3 | 81 | 0 |
9 | Locked | 37.3 | 85 | 0 |
10 | Locked | 37.3 | 74 | 0 |
11 | Locked | 36.6 | 44 | 0 |
12 | Locked | 36.6 | 111 | 0 |
13 | Locked | 36.3 | 67 | 0 |
14 | Locked | 37.3 | 92 | 0 |
15 | Locked | 37.6 | 63 | 0 |
16 | Locked | 37.3 | 164 | 0 |
17 | Locked | 37.6 | 73 | 0 |
18 | Locked | 37.3 | 85 | 0 |
19 | Locked | 37.6 | 48 | 0 |
20 | Locked | 37.6 | 42 | 0 |
21 | Locked | 38.6 | 60 | 0 |
22 | Locked | 38.9 | 65 | 0 |
23 | Locked | 38.6 | 58 | 0 |
24 | Locked | 38.9 | 53 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39399979 | 42.3 | 5120 | 32 qam | 4 |
2 | 46200000 | 42.5 | 5120 | 64 qam | 3 |
3 | 32600063 | 42.5 | 5120 | 16 qam | 5 |
4 | 25800020 | 42.3 | 5120 | 32 qam | 6 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 6 | 0 |
Good Network Internet Speed
My Thoughts
I sincerely think it has nothing to do with my setup as I have not changed anything, it would only make sense if its happening to everyone since the heatwave started, otherwise it could also be from Virgin Media's side.
Although I am glad compared to others that it does not happen during daytime/working hours, it still should not happen with the amount that I am paying and expecting consistent internet speeds.
I sincerely appreciate if you could assist me resolving this issue. Thanks!
on 27-07-2021 23:25
Yup your upstream is not good.
When its bad the upload channels are at 16 qam.
When is 'good' some are 64 and some are 32qam.
They should ALL be 64qam ALL THE TIME.
You are going to need an engineer visit to investigate why they are dropping to a lower modulation.
It may just be some noise on the line or a corroded connector.
Virgin should drop by soon and hopefully agree with me.
on 27-07-2021 23:35
Thanks risc19 for looking into this,
I think you might be correct with the corroded connector. Unfortunately we cannot even use our phone line that we are paying, called 3-4 engineers to fix it since the pandemic started, few days later - incredible amount of noise comes back after fix and its still unusable. They keep telling us to use the Virgin Router's phone line (router is located in my room 2nd floor next to my computer, phone line located closer to entrance ground floor). It is just not possible to put home phone in my room, and I prefer to use wired connection without the need of powerline/wireless.
Last engineer said the cables coming into the property may have gotten old and could be the reason creating the noise in lines. Now it seems it is affecting the internet based on your initial observation...
on 27-07-2021 23:38
I forgot to add, router has 6db Forward Path Attenuator connected.
on 30-07-2021 09:55
Good morning @THE_ReD.
Welcome to the forums and thank you for taking the time to post.
I am really sorry to hear that you have had some issues with your broadband.
Unfortunately I haven't been able to locate your account to run some diagnostics, in order for me to do this I will pop you over a PM.
Kind regards,
Zak_M
on 11-08-2021 00:28
Thank you Zak_M and staff for sending an engineer to look into this.
After the engineer visit, unfortunately the slow internet is still here with no upload speed.
As the weather is getting warmer in London, the issue is persisting more frequently. If no other Virgin Media customer has this problem in my area, I think it could be a router problem? I currently have Hub 3.0.
See below snapshot of BQM (or see OP for live BQM) of current night's connection. The dip at 11pm is me resetting the router to test if the connection would come back:
I cannot access the internet now, so I am sending this over my mobile data. See below current router logs:
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 243000000 | 4.5 | 38 | 256 qam | 14 |
2 | 203000000 | 5.1 | 38 | 256 qam | 9 |
3 | 211000000 | 5 | 38 | 256 qam | 10 |
4 | 219000000 | 4.9 | 38 | 256 qam | 11 |
5 | 227000000 | 4.8 | 37 | 256 qam | 12 |
6 | 235000000 | 4.8 | 37 | 256 qam | 13 |
7 | 251000000 | 4.5 | 38 | 256 qam | 15 |
8 | 259000000 | 4.5 | 38 | 256 qam | 16 |
9 | 267000000 | 4.8 | 38 | 256 qam | 17 |
10 | 275000000 | 4.9 | 38 | 256 qam | 18 |
11 | 283000000 | 5 | 38 | 256 qam | 19 |
12 | 291000000 | 5 | 38 | 256 qam | 20 |
13 | 299000000 | 5 | 38 | 256 qam | 21 |
14 | 307000000 | 4.9 | 38 | 256 qam | 22 |
15 | 315000000 | 4.9 | 38 | 256 qam | 23 |
16 | 323000000 | 5 | 38 | 256 qam | 24 |
17 | 331000000 | 5.3 | 40 | 256 qam | 25 |
18 | 339000000 | 5.3 | 40 | 256 qam | 26 |
19 | 347000000 | 5 | 40 | 256 qam | 27 |
20 | 355000000 | 5 | 40 | 256 qam | 28 |
21 | 363000000 | 5 | 40 | 256 qam | 29 |
22 | 371000000 | 4.8 | 40 | 256 qam | 30 |
23 | 379000000 | 4.9 | 38 | 256 qam | 31 |
24 | 387000000 | 4.9 | 40 | 256 qam | 32 |
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.6 | 5 | 0 |
2 | Locked | 38.6 | 4 | 0 |
3 | Locked | 38.6 | 6 | 0 |
4 | Locked | 38.6 | 6 | 0 |
5 | Locked | 37.6 | 4 | 0 |
6 | Locked | 37.6 | 5 | 0 |
7 | Locked | 38.6 | 7 | 0 |
8 | Locked | 38.9 | 5 | 0 |
9 | Locked | 38.6 | 5 | 0 |
10 | Locked | 38.6 | 6 | 0 |
11 | Locked | 38.9 | 5 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.9 | 5 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 38.9 | 4 | 0 |
16 | Locked | 38.9 | 6 | 0 |
17 | Locked | 40.3 | 5 | 0 |
18 | Locked | 40.3 | 3 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 40.3 | 6 | 0 |
23 | Locked | 38.9 | 6 | 0 |
24 | Locked | 40.9 | 6 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39399525 | 40.8 | 5120 | 16 qam | 4 |
2 | 46200439 | 41 | 5120 | 16 qam | 3 |
3 | 32599861 | 40.8 | 5120 | 16 qam | 5 |
4 | 25799337 | 40.8 | 5120 | 16 qam | 6 |
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 | 5 | 0 |
I appreciate if you could look into this again and thank you all for your assistance.
on 11-08-2021 00:46
I forgot to put the speedtest, see below:
on 11-08-2021 09:45
on 12-08-2021 16:03
Hi All,
Unfortunately I am running out of patience as this is happening during my work hours now and cannot attend to meetings or do my job. I am on Virgin Mobile with 2GB data limit which I cannot heavily rely on and I did not require more data on my phone hoping that my internet would be stable. Can this be seriously looked into now?