croydon area broadband terrible still 3months now

[bigguy283]

hi there!
im in cr5 area croydon, and my broadband is still very bad,latency,dropped packets etc etc. This has been going for 3 months on and off, i got message to say the problem has been fixed 2 weeks ago , but again in the last 6 days it gone bad again!!!/

p.s  i did not receive any compensation for the terrible service, why not?bad again LATENCY,DROPPED PACKETS

[jbrennand]

Lets see the Hub data
___________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[bigguy283]

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 1.2 38 256 qam 25
2 267000000 1.9 38 256 qam 17
3 275000000 1.2 38 256 qam 18
4 283000000 1.2 38 256 qam 19
5 291000000 1 38 256 qam 20
6 299000000 1.2 38 256 qam 21
7 307000000 0.9 38 256 qam 22
8 315000000 0.5 38 256 qam 23
9 323000000 1 38 256 qam 24
10 339000000 1.4 38 256 qam 26
11 347000000 0.2 38 256 qam 27
12 355000000 -0.7 38 256 qam 28
13 363000000 0 38 256 qam 29
14 371000000 0.2 38 256 qam 30
15 379000000 0.5 38 256 qam 31
16 387000000 0 38 256 qam 32
17 395000000 0 38 256 qam 33
18 403000000 0 38 256 qam 34
19 411000000 0.2 38 256 qam 35
20 419000000 0.2 38 256 qam 36
21 427000000 0 38 256 qam 37
22 435000000 -0.2 38 256 qam 38
23 443000000 -0.9 38 256 qam 39
24 451000000 -0.7 38 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 202 0
2 Locked 38.6 381 0
3 Locked 38.9 218 0
4 Locked 38.6 286 0
5 Locked 38.6 166 0
6 Locked 38.6 243 0
7 Locked 38.6 292 0
8 Locked 38.6 213 0
9 Locked 38.9 365 0
10 Locked 38.9 310 0
11 Locked 38.6 309 12
12 Locked 38.6 360 0
13 Locked 38.9 349 0
14 Locked 38.9 245 0
15 Locked 38.9 352 0
16 Locked 38.9 246 0
17 Locked 38.9 322 0
18 Locked 38.9 205 0
19 Locked 38.9 313 0
20 Locked 38.9 192 0
21 Locked 38.6 286 0
22 Locked 38.9 375 0
23 Locked 38.9 237 0
24 Locked 38.6 433 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 23600000 41.8 5120 64 qam 5
2 30100000 42.3 5120 64 qam 4
3 36600000 42.3 5120 64 qam 3
4 43100000 43.8 5120 64 qam 2
5 49600000 43.8 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 55 0
2 ATDMA 0 0 7 0
3 ATDMA 0 0 4 0
4 ATDMA 0 0 6 0
5 ATDMA 0 0 4 0

Network Log
Time Priority Description
17/03/2023 20:44:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2023 06:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2023 06:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 19:29:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 18:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2023 18:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 10:59:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 06:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2023 06:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 21:40:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 18:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 18:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2023 02:26:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 06:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 06:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 20:27:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 18:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 18:19:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 06:50:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/02/2023 06:19:23 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[bigguy283]

even worse today  what is up with virgin media , its been bad for all of 2023 so far!!

[jpeg1]

VM don't give compensation for poor service, only for total loss of connection. 😞

[Damianp]

The engineer I had out yesterday said that my issues which are similar to yours are caused by the cabinet itself being a complete mess with lots of old cables and broken cables being plugged in which are from ex-Virgin Media customers. This then creates lots of noise.

He said that the cabinet was the worst he'd ever seen - since working many years ago in....Croydon.

[Beth_G]

Hi bigguy283,

Thank you for your post, I'm really sorry to hear you've had quite a few issues with your service this year. 

I've had a look at this end and I can see that there is an ongoing SNR outage (signal to noise ratio) in your area which will be causing you the trouble.

The outage is estimated to be fixed by 23rd March. Please do let us know how things are from there and if you need any further help.

We're sorry for any inconvenience caused in the meantime.

[bigguy283]

Hi Beth_G !

thanks for replying, this is not a one off problem that i have had for the last 4 months, this problem has not been fixed completely since dec 2022!!.

why is it ok for VIRGIN MEDIA to get away with bad service for this amount of time with no recompence to its customers who are putting up with this ongoing problem?

as you can see by my enclosed BQM reading this problem has not been fixed by the 23 march 2023 , as was it not fixed on any of the other days VIRGIN said it would be, HOW LONG will this take to be fixed permanatly, do we have to wait a further month, a further 3 months, or even a year?
thanks again for replying to my vexed post , but as you can guess,my patience has about worn out.24th-25th poor again as usual

[jpeg1]

If VM have allegedly fixed their problem, it would be useful for you to do a Hub reset to clear the Hub data and post new figures after a day or two.

Looking at the last BQM you posted, it seems fairly average apart from the lost packets during the first half.  The blue spike is presumably due to some switching inside or outside.

Whether VM would actually do anything about the lost packets is something for you to explore.  It's not exactly a rare effect - I get this quite frequently but it doesn't really affect my own use of the network so I haven't expended the required hours and temper to try and get something done.