Virgin Media Community

[samcowie]

Hello, 

I am a new customer of Virgin media and have been experiencing extremely slow speeds in the evening after 6 pm. Throughout the day I get 110mbps+ but in the evening it drops as low as 4mbps. 

I have called up Virgin Media and they cleared congestion on my line which seemed to fix the problem for a few days but it is back to being unusable again.

I have setup BQM after reading through a few posts on the forum:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af536ab6da0f5f40d71900dd576eacabb405e227

As you can see it appears I am dropping packets regularly and got a maximum latency spike around 8 pm. 

Can anyone help me with my problem? 

[Andrew-G]

Could you do a restart of the hub?  Those red blocks on the BQM are where the hub is rejecting the test data that creates a BQM, and rebooting the hub may sort that out.  You don't need to re-post the BQM because the link you posted is a live link.

[samcowie]

Thanks for the reply!

I reset the router at 9am. I will check this evening to see how the graph is doing. 

[Andrew-G]

Unfortunately it seems that that fixed the issue, but only until 11:50am, which means we still don't have anything like the 24 hour plot to show what's happening.  This problem seems to affect some hubs and not others, and since we don't know what triggers the ICMP "refusal" there's nothing you can do about it. 

Plan B:  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

[Zak_M]

Good evening @samcowie. 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your speeds. 

Are you able to post a live link to your BQM? 

Kind regards,

Zak_M

[samcowie]

Downstream bonded channels

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

1	411000000	-2.2	37	256 qam	1
2	419000000	-2.5	37	256 qam	2
3	427000000	-3	37	256 qam	3
4	435000000	-3.2	37	256 qam	4
5	443000000	-3.4	37	256 qam	5
6	451000000	-3	37	256 qam	6
7	459000000	-3	37	256 qam	7
8	467000000	-3	37	256 qam	8
9	475000000	-3.2	38	256 qam	9
10	483000000	-3	38	256 qam	10
11	491000000	-3.5	37	256 qam	11
12	499000000	-4	37	256 qam	12
13	507000000	-4.5	37	256 qam	13
14	515000000	-4.5	37	256 qam	14
15	523000000	-4.4	37	256 qam	15
16	531000000	-4	38	256 qam	16
17	539000000	-4	38	256 qam	17
18	547000000	-4.2	37	256 qam	18
19	555000000	-4.5	38	256 qam	19
20	563000000	-4.7	37	256 qam	20
21	571000000	-5	37	256 qam	21
22	579000000	-5.5	37	256 qam	22
23	587000000	-5.7	37	256 qam	23
24	595000000	-5.5	37	256 qam	24

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

1	Locked	37.6	94	0
2	Locked	37.6	155	0
3	Locked	37.6	220	0
4	Locked	37.3	228	0
5	Locked	37.3	196	0
6	Locked	37.3	230	0
7	Locked	37.6	173	0
8	Locked	37.9	175	0
9	Locked	38.6	173	0
10	Locked	38.6	147	0
11	Locked	37.6	214	0
12	Locked	37.3	403	0
13	Locked	37.6	664	0
14	Locked	37.3	665	0
15	Locked	37.3	500	0
16	Locked	38.6	326	0
17	Locked	38.6	355	0
18	Locked	37.6	556	0
19	Locked	38.6	498	0
20	Locked	37.6	665	0
21	Locked	37.6	926	0
22	Locked	37.3	1422	0
23	Locked	37.6	1610	0
24	Locked	37.6	1334	0

Upstream bonded channels channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400000	40.5	5120	64 qam	4
2	46200020	41.3	5120	64 qam	3
3	53700000	42.5	5120	64 qam	2
4	60300000	43.3	5120	64 qam	1

Upstream bonded channels channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	16	0
4	ATDMA	0	0	9	0

[samcowie]

Network LogTime Priority Description

27/09/2021 17:12:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 17:12:24	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 17:11:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2021 17:07:52	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2021 20:56:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2021 20:22:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 02:53:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2021 14:18:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 20:44:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 18:49:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 13:30:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 13:25:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 08:55:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 06:45:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2021 04:39:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 16:52:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 16:24:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 16:24:7	notice	SW download Successful - Via Config file
11/09/2021 16:21:55	notice	SW Download INIT - Via Config file
01/01/1970 00:01:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[samcowie]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af536ab6da0f5f40d71900dd576eacabb405e227

[Zak_M]

Thank you for providing me with that information. 

I am going to pop you over a PM so that I can get some account information & look into this further. 

Kind regards,

Zak_M

[samcowie]

Hi all,

Quick update for anyone reading. 

An engineer installed a signal booster on the line as our house was far from the exchange box which has improved the reported download speed. 

Unfortunately, we are still experiencing lag spikes and freezing whilst gaming or streaming. It has been unusable for us and after researching it seems many Virgin Media customers are experiencing the same issue. Is there anything that can be done as I am really regretting committing to a contract with Virgin? 

We have tried turning off devices so there are minimum devices using the router and all our devices are within a good range of the router but this problem is still persistent. 

Any help would be appreciated.