20-09-2021 20:54 - edited 20-09-2021 20:57
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?
on 21-09-2021 07:08
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.
on 21-09-2021 11:01
Thanks for the reply!
I reset the router at 9am. I will check this evening to see how the graph is doing.
on 21-09-2021 19:07
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.
on 23-09-2021 19:18
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
on 27-09-2021 17:21
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 |
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 |
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 |
1 | ATDMA | 0 | 0 | 8 | 0 |
2 | ATDMA | 0 | 0 | 12 | 0 |
3 | ATDMA | 0 | 0 | 16 | 0 |
4 | ATDMA | 0 | 0 | 9 | 0 |
on 27-09-2021 17:22
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; |
on 27-09-2021 17:25
https://www.thinkbroadband.com/broadband/monitoring/quality/share/af536ab6da0f5f40d71900dd576eacabb405e227
on 29-09-2021 18:04
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
on 09-01-2022 11:02
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.