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cjv
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Latency Problems, phone support was rude and useless. Can anyone here help? :)

For the past couple of weeks I have been experiencing latency problems with a game I play (it has been fine for 2 years). I have tried my best to fix it with no avail. I have been in contact with the game support who tell me it looks like an ISP problem.

I experience large latency spikes throughout the day, seeming to be worse in the late evening.

When I phoned VM support, I was greeted with a rude, obnoxious condescending staff member who offered me no help and if I was out of contract I would of cancelled on the spot. Can any staff on the forums please take a look for me? Here are 3 traceroute results to the server I play on:

http://pastebin.com/wdZVtQmE

http://pastebin.com/vCsucMYq

http://pastebin.com/xkkGsHiY

Any help appreciated, thanks Smiley Happy

Chris

 


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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

 From the trace routes the bulk of your latency is in hosts end. We can soon check if there are issues on your segment though, Set up a BQM

HERE

 

Run it for say 24 hrs, and post the result.

 

Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

 

 



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Message 2 of 26
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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

 From the trace routes the bulk of your latency is in hosts end. We can soon check if there are issues on your segment though, Set up a BQM

HERE

 

Run it for say 24 hrs, and post the result.

 

Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

 

 


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cjv
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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Thank you Kippies,

I will give that a try and post back the results Smiley Happy

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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

I just checked my network log and it is filled with "Critical No ranging response received" messages, that can't be good right?

First TimeLast TimePriorityError NumberDescription
20/05/2016 13:37:20 GMT20/05/2016 13:37:20 GMTWarning (5)66050310Auth Success - Web login successful.
20/05/2016 13:36:54 GMT20/05/2016 13:36:54 GMTWarning (5)66050310Auth Success - Web login successful.
20/05/2016 13:22:11 GMT20/05/2016 13:22:11 GMTWarning (5)66050310Auth Success - Web login successful.
20/05/2016 13:20:51 GMT20/05/2016 13:20:51 GMTWarning (5)66050300Auth Fail - Web login failed.
20/05/2016 13:20:15 GMT20/05/2016 13:20:15 GMTWarning (5)66050300Auth Fail - Web login failed.
20/05/2016 07:16:27 GMT20/05/2016 07:16:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/05/2016 07:05:07 GMT20/05/2016 07:05:07 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
20/05/2016 02:26:32 GMT20/05/2016 02:26:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
17/05/2016 03:57:38 GMT17/05/2016 03:57:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
17/05/2016 02:33:06 GMT17/05/2016 02:33:06 GMTCritical (3)82000200No Ranging Response received - T3 time-out
16/05/2016 11:38:53 GMT16/05/2016 11:38:53 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
16/05/2016 11:38:21 GMT16/05/2016 11:38:21 GMTError (4)68010302DHCP WAN IP - 86.17.78.26
16/05/2016 11:37:22 GMT16/05/2016 11:37:22 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
16/05/2016 11:37:16 GMT16/05/2016 11:37:16 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
15/05/2016 22:11:33 GMT15/05/2016 22:11:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/05/2016 04:28:03 GMT15/05/2016 04:28:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/05/2016 00:40:48 GMT15/05/2016 00:40:48 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
15/05/2016 00:40:39 GMT15/05/2016 00:40:39 GMTError (4)68010302DHCP WAN IP - 86.17.78.26
15/05/2016 00:39:38 GMT15/05/2016 00:39:38 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Dont worry overly about the network logs at this point. T3's happen, and as long as you don't see T4's you really dont need to stress. The BQM will tell us how latency is on your segment and if the t3's are causing dropouts, we will see it on there.

 


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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Ouch, quite a lot of packet loss...

I should have asked before but can you post your upstream and downstream power levels, along with pre and post RS errors. I assumed first line have checked them but maybe not...

Theres something not right for sure. BQM fits exactly with the symptoms you describe, lag spikes and packets dropped, which will manifest as lag spikes in game.

 

 


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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Eeek, yeah I am not too tech savvy but when I saw those red parts on the graph it makes me nervous Smiley Very Happy

Here are the upstream and downstream

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID74N/AN/A75
Frequency (Hz)30200000N/AN/A23600000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)48.75N/AN/A49.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0004
T4 Timeouts0000

 

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

Frequency (Hz)267000000275000000283000000291000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.33-1.38-1.35-1.68-1.65-1.58-1.47-1.35
RxMER (dB)36.3936.8436.8436.3936.8436.8436.8436.84
Pre RS Errors16277614396294923125953118350151235176181214145
Post RS Errors9332973069633201023974961
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Message 9 of 26
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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Yeah your pre and post RS counts arent great, SNR is okay, power levels are okay.

Its the sort of issue 1st line support can miss fairly easily.

Wait for the staff on here to pick it up, they can run some more advanced diagnostics their end and see what the next step should be.

 


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Re: Latency Problems, phone support was rude and useless. Can anyone here help? :)

Thank you so much for all your help Krippies Smiley Happy

I will await the staff to spot this post and see what they can do. If they don't reply I will get back on the phone... armed with my new evidence!

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