Virgin Media Community

[Doobydave]

Hi, 

I am trying to resolve an ongoing issue with both dropouts (a few a week), but more annoyingly Zoom etc chats that stutter and catch up. My headline download and upload speeds are ok. On multiple video chats using many different services the same happens, and others on the call say it's only me with a poor connection.

I am running a Hub 3.0 in modem mode. The stuttering on video calls happens if using wifi or ethernet cable. When using either and close enough to the router my DL speed is over 500mbs and my Upload speed is around 36mbs. Pings, jitter and loss all seem fine.

I am posting a series of logs below - can anyone suggest any ideas?

Many thanks,

Dooby

Network Log

Time Priority Description

07/02/2021 11:02:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 10:59:45	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 18:52:14	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 18:52:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 08:27:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 12:48:44	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;
03/02/2021 12:48:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 22:01:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 21:10:40	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;
29/01/2021 21:10:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 05:18:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2021 09:09:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2021 09:26:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 18:08:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 18:08:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:58:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:58:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:57:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:57:15	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:56:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	298750000	6.8	38	256 qam	21
2	138750000	5.4	38	256 qam	1
3	146750000	5.6	38	256 qam	2
4	154750000	5.9	40	256 qam	3
5	162750000	6	38	256 qam	4
6	170750000	6	38	256 qam	5
7	178750000	5.9	38	256 qam	6
8	186750000	5.3	38	256 qam	7
9	194750000	6.1	38	256 qam	8
10	202750000	6.3	40	256 qam	9
11	210750000	6.5	38	256 qam	10
12	218750000	6.5	38	256 qam	11
13	226750000	6.3	38	256 qam	12
14	234750000	6.3	38	256 qam	13
15	242750000	6	38	256 qam	14
16	250750000	5.9	38	256 qam	15
17	258750000	6	38	256 qam	16
18	266750000	6	38	256 qam	17
19	274750000	5.9	38	256 qam	18
20	282750000	6.5	38	256 qam	19
21	290750000	6.5	38	256 qam	20
22	306750000	6.9	38	256 qam	22
23	314750000	6.8	38	256 qam	23
24	322750000	6.9	38	256 qam	24

[Doobydave]

not all the logs would fir on one post - so more below.

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	yewrkldJKDHSUBsgvca69834n

Primary Downstream Service Flow

SFID	27812
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	27811
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Upstream bonded channels

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

1	25800000	44.5	5120	64 qam	4
2	32600000	45	5120	64 qam	3
3	39400012	44.5	5120	64 qam	2
4	46200039	43.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Refresh data

Item Status Comments

Acquired Downstream Channel (Hz)	298750000	Locked
Ranged Upstream Channel (Hz)	25800000	Locked
Provisioning State	Online

[Doobydave]

and finally.

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant	: DOCSIS 3.0
Hardware version	: 10
Software version	: 9.1.1912.304

[Doobydave]

Hi all,

An update - I've just completed a speed test while on a particularly bad zoom call. All was fine except the jitter was 173ms.

Regards,

Dooby.

[tehwolf]

So, there's nothing obviously wrong with your router stats - though there's a second table on the Downstream tab that you haven't posted (look for the one with pre and post-rs errors listed, and post that here).

A small number of T3 timeouts is normal - the RCS partial service message, though, indicates that a channel is dropping - lots of them would give cause for concern.. 

It would be worth setting up a BQM to graph the quality of your connection - it sounds like there is potentially an overutilisation issue in your area, and this will help to show whether or not that's the case.. once set up, find the Live Graph and click "Create Sharing Link" - post that back here.

[Doobydave]

Thanks tehwolf,

I've signed up and created the broadband monitor a couple of hours ago and got 100% packet loss so need to make some changes in the router settings somewhere.

I think this is the second table you mention.

Thanks,

Dooby

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	15	0
2	Locked	38.6	7	0
3	Locked	38.9	7	0
4	Locked	40.9	8	0
5	Locked	40.3	6	0
6	Locked	40.3	24	0
7	Locked	38.9	6	0
8	Locked	38.6	16	0
9	Locked	40.3	6	0
10	Locked	40.9	9	0
11	Locked	40.3	22	0
12	Locked	38.9	7	0
13	Locked	38.9	7	0
14	Locked	38.9	11	0
15	Locked	38.6	6	0
16	Locked	38.9	10	0
17	Locked	38.9	8	0
18	Locked	38.6	7	0
19	Locked	38.9	8	0
20	Locked	38.9	10	0
21	Locked	38.6	13	0
22	Locked	38.9	24	0
23	Locked	38.9	22	0
24	Locked	38.6	9	0

[tehwolf]

it is - thanks - there are no errors showing on there, so no problems with that.

as for the BQM - I've read conflicting reports about how to do this - you may need to try finding the firewall settings and enabling "ICMP echo reply" if you have that option.. i say conflicting reports because I'm sure I've seen people say that this is no longer a configurable option on the hub and that by default they will respond to pings.. but have a look and see if you can find anything.. 

[Doobydave]

Hi, tehwolf,

Yes, the Hub 3.0 has no settings to change around ping and does not accept as a matter of course, although mine is in modem mode so that probably makes a difference.

This morning the BQM was a sea of red, but I changed some firewall settings in my Synology router and now it seems to be working as it should. I'll let the day map out and post a screenshot of the results. What's the bet i have zero issues with connection today 🙂

Thanks,

Dooby

[Doobydave]

On another posters page, I saw instructions on how to post my live BMQ here, below.

Regards,

Dooby

MY BMQ 

[Doobydave]

Here's some screenshots.

On 2 of the big packet loss video calls were attempted at those times, and the calls were not possible. The 4am spikes are the router re-booting.

Regards,

Dooby