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zulaxia
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Bad latency spikes and packet loss

Hi,

I've just returned to online gaming after a break for single player games, and while my speed is fine according to speedtest, my games are all suffering major lag spikes constantly, and always in perfect tandem with my gf screaming at streaming media for buffering.

Looking at these forums I started a BQM the other day and it looks like it's bleeding there's so much packet loss!

My Broadband Ping - Home Virgin

I've spoken to a support agent via chat but they seemed to have no idea what I was describing and said they'd 'escalate it which could take 3 or 4 days', but I get the feeling this graph, etc, won't be passed on, despite me providing it, so I'm posting all this here as I know tech guys frequent here!

If someone can PM me I can provide address, etc, etc.

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legacy1
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Message 2 of 12
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Re: Bad latency spikes and packet loss

Are you able to find and ping the VM WAN gateway IP with ping -n 200 in cmd? It will not be your WAN IP or 192.168.0.1 or the like.

 

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Re: Bad latency spikes and packet loss

Not entirely sure how to work that out unfortunately. I did a traceroute outbound to somewhere and took the first VM related IP that came up after the router and pinged that and got 50% loss (from the routers ping test page to rule out my wifi):

PING 80.1.241.221 (80.1.241.221): 64 data bytes
Reply from 80.1.241.221: Bytes 64 Time=11.932 ms
Request Timed Out
Reply from 80.1.241.221: Bytes 64 Time=11.908 ms
Reply from 80.1.241.221: Bytes 64 Time=10.889 ms
Reply from 80.1.241.221: Bytes 64 Time=115.847 ms
Request Timed Out
Request Timed Out
Reply from 80.1.241.221: Bytes 64 Time=152.614 ms
Request Timed Out
Request Timed Out

--- 80.1.241.221 ping statistics ---
10 packets transmitted, 5 packets received, 50% packet loss
round-trip min/avg/max = 10.889/60.638/152.614 ms

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Re: Bad latency spikes and packet loss

Nope thats not the IP you need to ping post or PM your IP and I tell you.

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zulaxia
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Re: Bad latency spikes and packet loss

Ping test from the router itself:

PING 80.192.73.1 (80.192.73.1): 64 data bytes

--- 80.192.73.1 ping statistics ---
10 packets transmitted, 7 packets received, 30% packet loss
round-trip min/avg/max = 7.981/18.429/36.450 ms

Longer ping test from my PC:

Ping statistics for 80.192.73.1:
Packets: Sent = 200, Received = 197, Lost = 3 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 301ms, Average = 17ms

 

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Re: Bad latency spikes and packet loss

The test was to check if its a Docsis link issue or route in so after checking here its a Docsis link issue so likely noise is causing packet loss post your upstream, T# timeouts, downstream and logs from here of the hub 3
http://192.168.100.1

This assumes your using router mode as you have not said your in modem mode.

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zulaxia
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Re: Bad latency spikes and packet loss

I'm using it in router mode yes.

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID58N/AN/A57
Frequency (Hz)31000000N/AN/A37600000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)46.00N/AN/A47.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)203000000211000000N/AN/A235000000243000000251000000259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedUnlockedUnlockedLockedLockedLockedLocked
Channel ID12N/AN/A5678
Modulation256QAM256QAMUnknownUnknown256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.952000N/AN/A6.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
N/AN/AI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.88-2.02N/AN/A-2.13-2.39-2.39-2.63
RxMER (dB)36.8431.01N/AN/A37.0936.8436.6136.39
Pre RS Errors648731824671N/AN/A26738171361878831479
Post RS Errors5286932344N/AN/A5252440650904830

 

Network Log

First TimeLast TimePriorityError NumberDescription
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout
26/08/2016 06:12:09 GMT26/08/2016 06:12:09 GMTWarning (5)84020200Lost MDD Timeout

 

The network log looked the same the other day when I looked too

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legacy1
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Message 8 of 12
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Re: Bad latency spikes and packet loss

Odd your BQM looks more like a hub 3...you must be in a over packed area.

And you have some channels missing hard to think how the support agent missed that. It could be a fault with the super hub but can be the CMTS end it depends so if you wait for the forum team they can check.

You can try setting up other BQM on IP's in the subnet your in to see if its just you but its hit and miss and you will not know 100% because you don't know what channels other IP's are on but the forum team can likely check that out.

Its can also be a local fault for the segment your on which I'm thinking is more likely or if you reboot the super hub it might lock on all channels if it failed on the least bootup as a one off thing for some reason but it if fails over and over with channels going missing over time its likely a faulty super hub. 

 

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zulaxia
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Message 9 of 12
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Re: Bad latency spikes and packet loss

So it's been a week and still not a peep or sign of a fix. Any idea what the fastest way to get this looked at is? I'll phone again later, but that's front line support and I don't exactly trust them.

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zulaxia
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Message 10 of 12
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Re: Bad latency spikes and packet loss

Spoke to a support person again and they say there's no issues, despite the fact nobody in the house can stream or game without buffering and lag spikes and our graph still looks like this: 

My Broadband Ping - Home Virgin

They seem to flat out not understand what the BQM is or is showing, or are just ignoring it and blindly saying everything is okay, which is no use to me or my housemates.

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