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Hub 3 / Compal CH7465-LG (TG2492LG) and CGNV4 Latency Cause

Datalink
Up to speed

Good Day Ladies and Gentlemen,

Greetings from the other side of the pond, so to speak.  Over the last few weeks I've been perusing various user forums across North America and Europe for issues related to Intel Puma 6 modem latency.  Of those forums, your Hub 3 stands out as yet another Puma 6 based modem where users see continuous latency no matter what site is used or what online game is played. Considering all of the problems that are on the go, the following information should be of interest to all Hub 3, Compal CH7465-LG and Hitron CGNV4 modem users.  There is much more to post regarding this, so this is a start, to alert VM users as to the real cause of the latency and hopefully engage the VM engineering staff, via the forum staff, with Arris.  I am surprised to see that there has been no mention on this board of users from other ISPs who are suffering the exact same issues with their modems, so, this may come as a surprise to some, and possibly old news to others.

So, the short story ........

The Hub 3 / Compal CH7465-LG (TG2492LG) & Hiton CGNV4 modems are Intel Puma 6 / 6 Media Gateway (MG) based modems.  These modems exhibit high latency to the modem and high latency thru the modem.  The latency affects all IPV4 and IPV6 protocols, so it will be seen on every internet application and game.  The basic cause is the processing of the data packets thru a CPU software based process instead of thru the hardware processor / accelerator.  It appears that a higher priority task runs periodically, causing the packet processing to halt, and then resume.  This is observed as latency in applications and in ping tests to the modem and beyond.  For the last several weeks, Hitron, along with Intel and Rogers Communications in Canada have been addressing the latency issue within the Hitron CGNxxx series modems.  To date, only the IPV4 ICMP latency has been resolved.  Although this is only one protocol, it does show that a Puma 6MG modem is capable of using the hardware processor / accelerator with good results.  Currently Rogers is waiting for further firmware updates from Hitron which should include an expanded list of resolved protocol latency issues.  For Arris modems, "Netdog" an Arris engineer indicated last week that Arris was onboard to address the issue for the Arris SB6190 modem.  That should be considered as good news for any Arris modem (read Hub 3) user as Arris should be able to port those changes over to other Puma 6/6MG modems fairly quickly.  This is not a trivial exercise and will probably take several weeks to accomplish.  Note that there is no guarantee at this point that it is possible to shift all packet processing to the hardware processor / accelerator without suffering from any packet loss side effects.  Time will tell if all of the technical issues can be resolved with the current hardware included in the Puma 6/6MG chipset.  Last night, Netdog loaded beta firmware on selected test modems on the Comcast Communications network.  As this was only done last night, it's too soon to tell what this version resolves and if it was successful or not.  Netdog has contacts with staff at Comcast, Rogers, Charter and Cox Communications to fan out beta versions and modifications for testing.  I'd say its time to add Virgin Media and/or Liberty Global to that group as well.

Recent activity:

Approx three weeks ago a DSLReports user, xymox1 started a thread where he reported high latency to an Arris SB6190 and illustrated that with numerous MultiPing plots.  This is the same latency that I and other users with Rogers communications have been dealing with for months so it came as no surprise.  As well as reporting via that thread, xymox1 took it upon himself to email several staff members at Arris, Intel, Cablelabs and others.  The result of that campaign was Netdog's announcement, last week, that Arris was fully engaged at resolving the issue.  That has led to last nights release of beta firmware, although as I indicated its too early to determine what the beta firmware resolves, if anything.


The original thread that xymox1 started is here:

https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mis...


Yesterday, DSLReports issued a news story covering the thread:

https://www.dslreports.com/shownews/The-Arris-SB6190-Modem-Puma-6-Chipset-Have-Some-Major-Issues-138...


Today, Arris responded:

https://www.dslreports.com/shownews/Arris-Tells-us-Its-Working-With-Intel-on-SB6190-Puma6-Problems-1...


That response was also picked by Multichannel.com

http://www.multichannel.com/news/distribution/intel-arris-working-firmware-fix-sb6190-modem/409379

This is more news likely to appear in the next few days as additional tech and news staff pick up on this issue.


Hub 3 observations:

Like many others using a Puma 6/6MG modem, Hub 3 users are experiencing latency when they ping the modem, or ping a target outside of the home, game online or use low latency applications.  The common misconception is that this is Buffer Bloat. It's not. Its most likely a case of the packet processing stopping while the CPU processes a higher priority task.  The packet processing is done via the CPU no matter what mode the modem is operating in, modem mode or router mode and no matter what IPV4 or IPV6 protocol is used.  Normally, the latency is just that, latency.  The exception are UDP packets. In this case there is latency and packet loss.  The result of that is delayed and failed DNS lookups, and poor game performance for games that use UDP for player/server comms or player/player comms.


Can this be fixed?

So far, it appears that the answer is yes.  Rogers Communications issued beta firmware to a small group of test modems in October.  This version shifted the IPV4 ICMP processing from the CPU to the hardware processor / accelerator, resulting in greatly improved performance in ping latency.  At the present time we are waiting for the next version firmware which should shift other protocols over to the hardware processor / accelerator.  That can be seen in the following post:

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/369...

The details and results of last nights beta release to the Comcast group have yet to be seen.

At this point there is enough reading to keep most staff and users busy.  My intention is to post some of the history leading up to this point and instructions on how to detect the latency and packet loss.  This is not thru the use of a BQM.  I had hoped to post this all at once but events are moving much faster than I had thought they would.  For now this should suffice to get the ball rolling.

Below is a link to a post with a couple of HrPing plots from my 32 channel modem to the connected CMTS.  This shows the latency that is observed and reflects what others have posted in this forum using Pingplotter and HrPing.

https://www.dslreports.com/forum/r31106550-

HrPing is one of the freebie applications that can be used to monitor the latency to and thru the modem. 

Pingplots with Pingplotter which show the latency from my modem to the CMTS can be found in the first two to three rows of my online image library at Rogers Communications, located below.  They are essentially what the BQM would look like if you were able to zoom into the plot to the point where you could see the individual ping spikes.  Those ping spikes are common to Puma 6 and Puma 6MG modems.

http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158

 

 

 [MOD EDIT: Subject heading changed to assist community]

4,478 REPLIES 4,478

How do i do that? The thought of further messing with it is`nt exactly filling me with confidence.

@funkyphil

Honestly, I wouldn't even worry about the broadband quality monitor, if you have a superhub 3, you are affected by this issue. Everyone is.

If you do want to set it up, i'd encourage you to open a new thread in a help section to get info on how to do it.

wotusaw
Superfast

The monitor is very slow. You have to wait a couple of hours for it to fill up with the pretty yellow. That may be the answer?

OllyC
On our wavelength
I think the default hub setting is OFF for that but you're right it does take a while to build up the picture of the quality obviously.

As Drewley said though, he will be effected by it so maybe there isn't much point either way.

TROTER
Dialled in

After trying to get hold of a SH2AC since April, contacting every department including letters to head office with no luck, I am happy to confirm a used SH2AC arrived today and activated with no problems.  Looks like they have changed there position upon not being able to send and activate down grading equipment from SH3 to SH2AC as I was informed at every level from engineers to customer complaints department previously.   Retentions sorted this for me as head office did not respond with a follow up call regarding my resent letter asking how have people on the forum reported being supplied with a SH2AC when you refused my request.  Gaming can now resume as of before, don't give up!   


@TROTER wrote:

After trying to get hold of a SH2AC since April, contacting every department including letters to head office with no luck, I am happy to confirm a used SH2AC arrived today and activated with no problems.  Looks like they have changed there position upon not being able to send and activate down grading equipment from SH3 to SH2AC as I was informed at every level from engineers to customer complaints department previously.   Retentions sorted this for me as head office did not respond with a follow up call regarding my resent letter asking how have people on the forum reported being supplied with a SH2AC when you refused my request.  Gaming can now resume as of before, don't give up!   



@Glad you got a result @TROTER. I too complained formally and I have had a letter back promising a call withing 2 weeks, now on 3 and no call!! I Spoke to retentions yesterday and they are attempting to send a 2ac out for Thursday, with a follow up call on Saturday.

No high expectations, having previously received replacement 3's in a similar scenario.

I am out of contract in October, and I have had the price increase email, so VM are now on a very short leash as far as I am concerned. It is a shame after 12+ years of being a customer!

 

Area 20 - Hub 3.0 - Vivid 350

I'm just another geek and all my posts are my own personal opinion. 🙂
Hopefully I may have been some help, though!

I also got sent SH3 twice before when they said they were sending SH2AC Even though they entered the correct order code. I got told it defaulted to SH3 regardless, but this must have changed.


@TROTER wrote:

Looks like they have changed there position upon not being able to send and activate down grading equipment from SH3 to SH2AC as I was informed at every level from engineers to customer complaints department previously.    


I pretty much hope so. In my complaint to CEO office I have not only requested SH2, but I've also tried to explain why I think they should allow develop more or less standard procedure of downgrade to (used) SH2 in exceptional circumstances (sic - when customer actually does care). Hope higher up realised it and it finally will start to filter down the chain of command.

 

Whey hey! Managed to get a 2ac of an engineer working down the street, and with a little help from the fantastic Lyndsey in retentions, it is being repurposed to my account, so could be up and running soon!!

🙂
Area 20 - Hub 3.0 - Vivid 350

I'm just another geek and all my posts are my own personal opinion. 🙂
Hopefully I may have been some help, though!

Just an update to my post on page 152, received my Superhub 2AC via Yodel courier as promised. Looks brand new, setup and activated no problems.

Gaming on Xbox back to playable so all good