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adampryor92
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Message 1 of 14
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Constant Jittering/Disconnection and Drop in Internet Speeds

Hi all,

Recently had a 100mbps connection put in on Tuesday and so far I've had quite a bit of trouble getting my internet to work properly.

Basically, I've been experiencing a lot of jittering lately which affects most things I do online. I mainly use my PC for online gaming and skyping with my friends and I haven't been able to do either of those since getting my connection on Tuesday. The jittering causes online games to just stop responding for a few seconds as if I've disconnected from the server (without any associated increase in ping), and apparently only half of what I say actually comes through on skype.

I rang tech support, who tried refreshing my line and telling me to reboot my router, which did nothing, and when I told the person it didn't work they blamed anything else they could other than my connection (League EU servers, google servers which I was pinging, speedtest which he recommended...) and said he would get in touch with another team who would contact me. I didn't hear anything so I got in touch with tech support again via live chat, who did essentially the same and then called out an engineer to my house.

The engineer came today (who was soon joined by his supervisor in order to carry out the fix), changed my router and fixed something outside - apparently in my fibre box the light inside was orange when it should have been green and I overheard the two engineers saying that I was getting "over 40" (of something?) and that after their fix I was getting about 32, which is normal apparently.

I have since tried using the connection only to find that the jittering is still present. After looking around the forums it looks like the problem could be due to bufferbloat, so I've run quite a few tests on that, all of which come back showing that bufferbloat on my connection is a real problem. However, it mainly affects downloads and not uploads, so (please correct me if I'm wrong!) it doesn't seem to be an issue with my hub 3 router.

Hoping someone can pick this up and let me know if they can sort something out as I'm getting slightly annoyed about how I've been unable to fully use my connection for nearly a week now. Let me know if you need any more details like router logs, etc. I'll attach underneath the DSLreports bufferbloat test results and a speedtest.net chart showing how the speed sharply decreases.

Not sure if this helps, but I'm in one of the new fibre-to-the-address areas (as opposed to fibre to the cabinet followed by copper cables) in a project lightning area.

Thanks!

2016-06-04 (2).png

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legacy1
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Message 2 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Your connection might not be stable on the Docsis link post your downstream, upstream and logs here
http://192.168.100.1/RouterStatus.html

You could also setup a BQM
http://www.thinkbroadband.com/ping

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adampryor92
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Message 3 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Hi legacy1, thanks for your reply. I've just set up a BQM now so I'll post back with a snapshot of it tonight. I can't get in on 192.168.100.1 (I get an unable to connect error) - I'm currently using the hub 3.0 in router mode though, so could that be the issue? I'm considering buying a new router with QoS and using my hub in modem mode to try and alleviate my bufferbloat problem, but I begrudge paying £80+ to fix a mistake that isn't my fault.

Anyway, small rant over, here are the downstream, upstream, and log tables.

Downstream

12990000001.238.6256 qam13
23230000000.938.9256 qam16
3315000000138.6256 qam15
43070000001.238.6256 qam14
52910000000.938.9256 qam12
62830000001.238.9256 qam11
7275000000138.9256 qam10
82670000001.238.9256 qam9
9259000000138.9256 qam8
102510000001.238.9256 qam7
112430000001.238.6256 qam6
122350000001.438.6256 qam5
132270000001.538.6256 qam4
142190000001.538.6256 qam3
15211000000238.9256 qam2
162030000001.938.9256 qam1

 

Upstream

6732600000ATDMA31.916 qam64000005120
6825800000ATDMA31.816 qam64000005120

 

Logs

2016-06-04 10:51:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:08.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:09.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:09.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:09.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:14.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 10:57:32.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:11:56.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:11:56.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:11:56.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:12:01.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:12:23.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:12:58.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:01.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:04.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:04.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:04.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:10.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:20:14.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-04 11:23:04.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

PS The forum seems to be ruining the formatting of the tables... Sorry about that - just let me know if you need screenshots or if there's a better way of posting them.

Thanks!

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adampryor92
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Message 4 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Had a quick look not long ago at my BMQ graph to see it was 100% dropped packets... Found out I had to disable the firewall on my router in order for it to work! Anyway, it's not as long as it should be, but here's my live BMQ plot - hopefully anyone reading it should be able to glean some information from it Smiley Happy

Thanks!

My Broadband Ping - VM Unstable Connection
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legacy1
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Message 5 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

ask for a super hub 2 their likely is upstream noise causing the bigger problem but at the same time you might as well ask for a super hub 2.

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adampryor92
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Message 6 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Well there are some works going on a couple of miles away from me to add fibre to the rest of our town... Could that cause some upstream noise? Also, if I were to buy my own router and put my hub 3.0 in modem mode then I'm guessing I wouldn't need a SH2 replacement? I'm just thinking that if I'm going through the hassle of getting a new router I'd probably be better off getting one with QoS so I can manage the bufferbloat as well.

Hoping it isn't a case of waiting until the nearby works are complete - that could be another month yet. I'll be pretty annoyed if that's the case!
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legacy1
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds


adampryor92 wrote:
 Also, if I were to buy my own router and put my hub 3.0 in modem mode then I'm guessing I wouldn't need a SH2 replacement?

In its current state the hub 3 is running poor for both modes and reports of problems it disconnecting which for likely unknown reasons is for given CMTS the hub 3 might be connected to.

 

 

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adampryor92
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Message 8 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Ah ok, well I may have to give virgin a call today then to try and sort that out. Hopefully they can do something about the noise as well. Thanks for the help!

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Message 9 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Hi adampryor92

 

Welcome to the community and thanks for posting.

 

Sorry to read that you are experiencing issues with your broadband connection. I appreciate all the checks you have completed so far.

 

I can see that you have called through to us to discuss this further and have an engineer booked. If you can let us know how you get on that would be great.

 

Hope to hear from you soon

Sam


New around here? To find out more about the Community check out our Getting Started guide


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adampryor92
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Message 10 of 14
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Re: Constant Jittering/Disconnection and Drop in Internet Speeds

Hi Samantha, thanks for the reply. The engineer just left now, we plugged my router directly into the cab and were still getting the same problems (tracert and ping to google.com in command line timing out, as well as dropout in speedtest.net results) so he's now escalated it to networks. Oddly, when I rang tech support (the 3rd time) they instantly saw the problem as T3 timeouts - saying I had about 2000 in a 4 day period - but the engineer logged into my router today and could only find 3 over the past couple of days even when the problem was still very much present! This is with a new router too which was replaced on the last engineer visit (Saturday 4th June I think?).

Anyway, I'll be sure to keep you posted when things improve.
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