Virgin Media Always Going Down and Lag Spiking (READ)

[frankee1]

Hi!

So, I am with Virgin Media on their M500 Package, but we're having frequent disconnections & lag spikes.

(I have troubleshooted, moved the router all of that. / wired connection)

The engineer was sent around, he provided us a new cable & Hub Router, but that did not seem to fix the issues.

I contacted Virgin Media again & they insist that my connection is working completely fine, and will no longer respond about the Lag Spikes or the frequent disconnections when the Router would restart and go green.

I have my logs from the Router Status page, can somebody check these out for me. I've included, downstream, upstream and network log.

If I cannot get this sorted, I will leave anyways.

Thank you here are the logs.

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	107	0
2	Locked	37.6	615	0
3	Locked	37.3	1022	0
4	Locked	36.6	1521	27
5	Locked	35.7	2857	13
6	Locked	37.6	1988	0
7	Locked	37.6	2834	56
8	Locked	37.6	530	0
9	Locked	38.6	361	0
10	Locked	37.6	767	0
11	Locked	37.6	1736	0
12	Locked	37.6	534	0
13	Locked	37.6	346	0
14	Locked	37.6	388	0
15	Locked	38.9	650	0
16	Locked	37.6	908	0
17	Locked	37.6	809	0
18	Locked	37.6	138	0
19	Locked	37.6	110	0
20	Locked	37.6	108	0
21	Locked	37.3	583	0
22	Locked	38.6	564	0
23	Locked	37.6	131	76
24	Locked	37.6	158	0

Upstream bonded channels

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

1	43100000	46.5	5120	64 qam	2
2	23600000	45	5120	32 qam	5
3	30100000	45.5	5120	32 qam	4
4	36600000	45.5	5120	32 qam	3
5	49600000	47.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	0	37
3	ATDMA	0	0	3	12
4	ATDMA	0	0	1	6
5	ATDMA	0	0	2	0

Network Log

Time Priority Description

25/10/2023 12:26:54	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:31:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:18:25	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:15:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2023 10:15:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:32:3	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:31:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:31:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:30:33	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:30:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:30:16	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:29:3	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:47	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:33	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:3	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:28:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:27:44	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:26:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:26:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2023 23:25:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[frankee1]

Here is one missing part of the Downstream Bonded Channel

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	338750000	1	38	256 qam	26
2	202750000	1.7	37	256 qam	9
3	210750000	1.4	37	256 qam	10
4	218750000	1.5	36	256 qam	11
5	226750000	1.2	35	256 qam	12
6	234750000	1.2	37	256 qam	13
7	242750000	0.7	37	256 qam	14
8	250750000	0.7	37	256 qam	15
9	258750000	0.4	38	256 qam	16
10	266750000	-0.7	37	256 qam	17
11	274750000	-0.2	37	256 qam	18
12	282750000	0.7	37	256 qam	19
13	290750000	0.7	37	256 qam	20
14	298750000	0.7	37	256 qam	21
15	306750000	0.9	38	256 qam	22
16	314750000	0.9	37	256 qam	23
17	322750000	0.7	37	256 qam	24
18	330750000	1	37	256 qam	25
19	346750000	0.7	37	256 qam	27
20	354750000	0.7	37	256 qam	28
21	362750000	1	37	256 qam	29
22	370750000	1	38	256 qam	30
23	378750000	1	37	256 qam	31
24	386750000	0.4	37	256 qam	32

[jbrennand]

Stats not great - Up qam's dropping to 32 is always a bad sign - as are postRS errors and T3/4 timeouts.

So can you do this to start from a clean sheet..

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also check the Upstream QAM’s are now at 64 - if they are still dropping (to 32/16) then see message 3 here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

[Chris_W1]

Hi frankee1, thanks for the message. I can see that Lee has sent you a private message, can you respond to this at your earliest convivence? ^Chris