Awful Latency Issues

[baylanskoll]

I've never got the full service I pay for with Virgin Media but things have taken a turn for the worse.

Over the last little while I have had terrible latency mainly in the evenings to the point where it's almost pointless having the internet.

I've gone through the usual resetting the hub 5, no faults in my area etc.

Attached are my logs and BQM.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	627000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Time Priority Description

22-09-2023 14:13:01	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 14:12:50	warning	TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 14:11:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 14:11:50	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:57:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:57:14	warning	TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:57:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:56:14	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:42:00	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:41:39	warning	TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:41:02	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:40:39	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22-09-2023 13:25:05	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 18:14:25	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 18:14:25	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 17:06:04	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 17:06:04	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=e;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:56	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=f;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:56	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=:df;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	Dynamic Range Window violation
21-09-2023 13:21:46	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

Can you copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages (you have done this) . Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[legacy1]

---

@baylanskoll wrote:

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Their is a tail to tell with some BQM...not that we will ever hear them..

It is odd how that BQM shots up high then is idle for 2mins then going back to high...its as if something is flooding your connection...

[baylanskoll]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 627000000 19.2 39 QAM 256 28
2 483000000 17.6 38 QAM 256 10
3 491000000 17 38 QAM 256 11
4 499000000 17 38 QAM 256 12
5 507000000 16.9 38 QAM 256 13
6 515000000 17.3 38 QAM 256 14
7 523000000 17.6 38 QAM 256 15
8 531000000 17.9 39 QAM 256 16
9 539000000 18 39 QAM 256 17
10 547000000 18.4 39 QAM 256 18
11 555000000 18.9 39 QAM 256 19
12 563000000 19.1 39 QAM 256 20
13 571000000 19.2 39 QAM 256 21
14 579000000 19.3 39 QAM 256 22
15 587000000 19.3 39 QAM 256 23
16 595000000 19.6 39 QAM 256 24
17 603000000 19.8 39 QAM 256 25
18 611000000 19.6 39 QAM 256 26
19 619000000 19.5 39 QAM 256 27
20 635000000 19.4 39 QAM 256 29
21 643000000 19.6 39 QAM 256 30
22 651000000 19.9 39 QAM 256 31
23 659000000 19.8 39 QAM 256 32
24 667000000 19.7 39 QAM 256 33
25 675000000 19.6 39 QAM 256 34
26 683000000 19.8 39 QAM 256 35
27 691000000 20 39 QAM 256 36
28 699000000 20 39 QAM 256 37
29 707000000 19.5 39 QAM 256 38
30 715000000 19 39 QAM 256 39
31 723000000 19.2 39 QAM 256 40
Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 39 70 0
2 Locked 38 71 0
3 Locked 38 85 0
4 Locked 38 88 0
5 Locked 38 74 0
6 Locked 38 98 0
7 Locked 38 79 0
8 Locked 39 67 0
9 Locked 39 69 0
10 Locked 39 85 0
11 Locked 39 69 0
12 Locked 39 68 0
13 Locked 39 68 0
14 Locked 39 90 0
15 Locked 39 71 0
16 Locked 39 162 0
17 Locked 39 118 0
18 Locked 39 74 0
19 Locked 39 75 0
20 Locked 39 70 0
21 Locked 39 73 0
22 Locked 39 64 0
23 Locked 39 62 0
24 Locked 39 72 0
25 Locked 39 66 0
26 Locked 39 76 0
27 Locked 39 78 0
28 Locked 39 63 0
29 Locked 39 75 0
30 Locked 39 74 0
31 Locked 39 56 0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	35.8	5120	QAM 64	1
1	43100000	35.8	5120	QAM 64	2
2	36600000	35.8	5120	QAM 64	3
3	30100000	35.3	5120	QAM 64	4
4	23600000	35.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[baylanskoll]

[legacy1]

Your downstream power levels are high but I doubt lowering it will solve the problem. 

[baylanskoll]

And still going on!

[Vinegar]

The downstream power levels are all way too high, you need a tech visit to check them and then move your connection at the street cabinet to a higher attenuated tap. This will also bring the reported upstream power level up, but you do have quite a bit of leeway to do that. There is nothing that can be done remotely, you absolutely need a visit.

[baylanskoll]

If I can ever get hold of someone from Virgin Media that doesn't tell me to reboot the router or "wait it out", I may actually get something fixed. 

Looking at some of the posts here and reviews online I think I maybe better off exercising my "seven days to fix the problem "and take all my packages else where. 

[jpeg1]

I don't think you will get anywhere with "seven days to fix the problem".  If you are out of a fixed contract you can give 30 days notice.

I assume that you have checked that there's nothing on your own internal network causing that saturation. You do need a technician to correct that grossly high signal level, and show them the BQM - some of the techs do actually understand them.