on 02-02-2023 13:30
We recently upgraded from TiVo to 360 with an internet speed boost from 125 to 250. Since then, whenever we are watching on catch up - usually iPlayer or Netflix/Prime in the evenings, the playback/streaming stalls several times during a show - often requiring us to come out and then back in to what we were watching. This never occurred prior to the "upgrade" and does not occur during the day. I have disconnected and re-booted the 360 and the hub several times and replaced the ethernet cable to the 360 with no improvement.
Any suggestions for what else I can try or does Virgin now drop service levels at peak times?
Thanks
Answered! Go to Answer
on 07-02-2023 12:04
That's a poor set of stats. The power range should be 34 to 51, so your are bottoming out. As for the PostRS errors, they should, on a good circuit, remain at zero. A technician will be required to sort that out.
In the meantime, check all the connections are "finger" tight as loose connections can cause noise ingress.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 02-02-2023 17:17
on 02-02-2023 18:05
I've moved this post to the broadband forum as it sounds more like that, than a TV-service issue.
Some speed tests, BQM graphs & observations across different devices - are the next steps of troubleshooting.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 03-02-2023 09:29
Thank you
The blips tend to be very temporary so by the time I do a speed test, the system is already back to full speed. I have updated the firmware on my LAN and will also try disconnecting the ethernet cable and streaming via wi-fi just to rule out a hardware issue with the LAN
Router status network log has the following entries which don't mean anything to me. I have cut out the Mac address in case this information is private
Time Priority Description
03/02/2023 09:09:12 | notice | LAN login Success;CM-MAC=ac:xxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
03/02/2023 09:07:47 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=ac:xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
01/02/2023 12:53:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
01/02/2023 10:48:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
01/02/2023 10:29:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=ac:fxxxxxxx;CMTS-MAC=xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
31/01/2023 12:50:40 | Warning! | RCS Partial Service;CM-MAC=xxxxxxx9;CMTS-MAC=xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
29/01/2023 11:11:51 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxx9;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:49:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx9;CMTS-MAC=0xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:49:34 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ac:fxxxxxxx;CMTS-MAC=xxxxxxx:55;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:49:34 | critical | Ranging Request Retries exhausted;CM-MAC=axxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:48:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx9;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:47:45 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxx;CMTS-MAC=0xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:47:45 | critical | Ranging Request Retries exhausted;CM-MAC=ac:xxxxxxx:d9;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
26/01/2023 11:47:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx9;CMTS-MAC=0xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
24/01/2023 21:24:56 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-xxxxxxx0:01:5c:7a:a8:55;CM-QOS=1.1;CM-VER=3.0; |
24/01/2023 14:05:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
24/01/2023 14:05:0 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
24/01/2023 14:05:0 | critical | Ranging Request Retries exhausted;CM-MAC=xxxxxxx;CMTS-MAC=0xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
23/01/2023 13:40:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx9;CMTS-MAC=xxxxxxx5;CM-QOS=1.1;CM-VER=3.0; |
23/01/2023 13:40:4 | Warning! | RCS Partial Service;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
Cheers
on 03-02-2023 13:40
I can't see anything abnormal in that log - can you post the other stats with the error count and so on - should be on other pages at 192.168.0.1 (don't even need to login).
As I mentioned before - can you try with different instances of the iPlayer and Prime, Netflix apps ? On a PC, smart TV etc. rather than the TV360
on 03-02-2023 15:46
Sorry at 192.168.0.1 what I have posted are the only available stats under the network log tab - The Status/Downstream/Upstream/Configuration tabs don't have any useful data that look like error logs.
Over time I will work through your other suggestions thanks
on 03-02-2023 15:50
Also, If I log in to my router and run diagnostics, it gets about 30% of the way through the diagnostic wheel spin before kicking me back to the welcome sign in screen
on 04-02-2023 11:11
@SteveAldous wrote:Sorry at 192.168.0.1 what I have posted are the only available stats under the network log tab - The Status/Downstream/Upstream/Configuration tabs don't have any useful data that look like error logs. <snip>
We need to see all those figures from the Downstream and Upstream tabs. They are indeed very useful 🙂
Just copy and paste the text into several posts and ignore any warnings that may come up, and just click the Post button again.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 04-02-2023 11:14
OK here goes
Downstream
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 7.3 | 35 | 256 qam | 9 |
2 | 139000000 | 8.9 | 33 | 256 qam | 1 |
3 | 147000000 | 9.1 | 33 | 256 qam | 2 |
4 | 155000000 | 9.5 | 34 | 256 qam | 3 |
5 | 163000000 | 9 | 35 | 256 qam | 4 |
6 | 171000000 | 9 | 35 | 256 qam | 5 |
7 | 179000000 | 8.5 | 35 | 256 qam | 6 |
8 | 187000000 | 8.5 | 34 | 256 qam | 7 |
9 | 195000000 | 7.9 | 35 | 256 qam | 8 |
10 | 211000000 | 7.1 | 35 | 256 qam | 10 |
11 | 219000000 | 6.6 | 34 | 256 qam | 11 |
12 | 227000000 | 6.5 | 34 | 256 qam | 12 |
13 | 235000000 | 5.9 | 34 | 256 qam | 13 |
14 | 243000000 | 5.5 | 34 | 256 qam | 14 |
15 | 251000000 | 4.5 | 33 | 256 qam | 15 |
16 | 259000000 | 4.5 | 33 | 256 qam | 16 |
17 | 267000000 | 4.6 | 34 | 256 qam | 17 |
18 | 275000000 | 5.1 | 34 | 256 qam | 18 |
19 | 283000000 | 4.8 | 34 | 256 qam | 19 |
20 | 291000000 | 4.6 | 34 | 256 qam | 20 |
21 | 299000000 | 4.5 | 33 | 256 qam | 21 |
22 | 307000000 | 4.9 | 34 | 256 qam | 22 |
23 | 315000000 | 4.8 | 35 | 256 qam | 23 |
24 | 323000000 | 4.4 | 34 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35 | 1609 | 0 |
2 | Locked | 33.9 | 103852 | 0 |
3 | Locked | 33.8 | 89096 | 0 |
4 | Locked | 34.9 | 5260 | 0 |
5 | Locked | 35 | 1623 | 0 |
6 | Locked | 35 | 1643 | 0 |
7 | Locked | 35 | 2296 | 0 |
8 | Locked | 34.3 | 13136 | 0 |
9 | Locked | 35 | 1300 | 0 |
10 | Locked | 35 | 1986 | 0 |
11 | Locked | 34.9 | 2271 | 0 |
12 | Locked | 34.4 | 18624 | 0 |
13 | Locked | 34.9 | 6365 | 0 |
14 | Locked | 34.4 | 21092 | 0 |
15 | Locked | 33.9 | 82044 | 0 |
16 | Locked | 33.4 | 309010 | 0 |
17 | Locked | 34.3 | 42438 | 0 |
18 | Locked | 34.4 | 8832 | 0 |
19 | Locked | 34.4 | 7681 | 0 |
20 | Locked | 34.4 | 16064 | 0 |
21 | Locked | 33.9 | 72465 | 0 |
22 | Locked | 34.9 | 5298 | 0 |
23 | Locked | 35 | 1735 | 0 |
24 | Locked | 34.9 | 2305 | 0 |
on 04-02-2023 11:15
Upstream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 49600000 | 44.5 | 5120 | 64 qam | 1 |
2 | 43099893 | 44 | 5120 | 64 qam | 2 |
3 | 23600000 | 42.5 | 5120 | 32 qam | 5 |
4 | 36600239 | 43.5 | 5120 | 64 qam | 3 |
5 | 30100000 | 43 | 5120 | 64 qam | 4 |
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 |
5 | ATDMA | 0 | 0 | 0 | 0 |