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deamondiamond
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Looking for a second opinion on BQM charts & Pingplotter results

The short story of it is i'm a second line I.T tech working from home, using a cat5 (brand new) direct from the router to my hub then to my pc with a voip phone. (I've ruled out that it's not an issue with my switch as my dad uses wi-fi and tests show the same issue) 

It started off many months ago with speed being the main issue, initially my issue was with intermittent slowness during daytime (I work 8-5) ;

pic1.jpg

Two engineers attended when the speed was fine, third engineer visited and said he couldn't see a problem (that's because the problem was very sporadic but enough to affect me working) 

So since then I had a refurbished hub, but because the problem was intermittent it could work fine for months, so i then noticed quite high latency and I've been given the new superhub 3. The speed terms seem's pretty good and i'm getting over what i should be.

However i have noticed whilst working it may be that the quality of my VOIP phone degrades, slow response from the vpn at work, lync presentation slowness all points to my internet as everything else has been investigated from work's side and other VPN users do not complain of any issues.

Now I do have quite a lot of pingplotter result's but i take them with a pinch of salt. (I say pinch of salt due to icmp deprioritization)

virgin 4.pngvirgin 5.pngvirgin newest.jpg

 

The first BQM is when it was causing a serious affect on my work and the start of BQM hence no data beforehand. Second BQM is a day of where i was not home and my dad very lightly browses google, third BQM is today me working. You can also see a lot of small but frequent packet drops but i would expect this but that often? My brother also has Virgin media and gets only about 2 drops per day per his BQM where mine is 20+

 

23rd May Major issues23rd May Major issues1st June (Not at home)1st June (Not at home)2nd june (Today working from home)2nd june (Today working from home)

 

Channel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

1299000000734.3256 qam9
23230000007.834.3256 qam12
33150000007.434.4256 qam11
42910000006.834.2256 qam8
5283000000734.4256 qam7
62750000006.434.2256 qam6
72670000006.334.4256 qam5
82590000005.634256 qam4
92430000006.434.3256 qam2
103070000006.934.3256 qam10
112510000005.633.3256 qam3
12235000000734.3256 qam1

 

Network Log Date And Time Error Number Event Description

1970-01-01 00:01:29.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.0084020300MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-22 20:03:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-22 20:03:41.0069010200SW Download INIT - Via Config file
2016-05-22 20:18:30.0069011200SW download Successful - Via Config file
2016-05-25 13:30:09.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:30:16.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:30:16.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:30:16.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:30:20.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:30:48.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:07.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:12.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:13.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:13.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:13.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:38:18.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-25 13:39:07.0082000400Received 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;
2016-05-28 12:22:13.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-29 07:33:24.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Virgin Media are insisting that there are no contention issues however i am aware that this seems to be one of the biggest problem's Virgin has at the moment, I would appreciate a second opinion. 

 

Thank you for your time helping.

 

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Superuser
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Re: Looking for a second opinion on BQM charts & Pingplotter results

First, lets get the lecture out of the way. Working from home on a VM residential connection is asking for trouble. There are no SLA's, VM have no liability for anything going wrong and the traffic upstream is counting towards traffic management so you are impacting the quality of the connection when you finish work for the day.

</lecture>

Firstly- I would be surprised if it were contention (overutilisation in VM speak), your BQM shows no evidence of that.

Your SNR is at the bottom of where it should be, but not low enough to mean a engineers visit is automatic...

How much data are you shovelling upstream when you are working? Enough to hit Traffic Management? Can you post your upstream power levels?

The other thing that stick out to me is the fact that most of the stuff you are having issues with are normally single threaded applications and there are issues with that at the minute- look round the board for lengthy discussions about it.

What protocol does the VPN use?

 

 

 

 


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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hi deamondiamond, 

 

Welcome to the forums and thank you for popping up all those charts and graphs. Its always useful to have as much information as possible. 

 

I have taken a look at your connection and things seem to be fine from this side. 

 

Kippies has some valid questions if you could pop the answers across to us we'd have a better idea of what we're looking at. 

 

I know you said you had a wired connection going on with the Cat5 cable, have you tried this in modem only mode with the computer in safe mode? If so do you still notice the same trouble? 

 

Keep us posted. 

 

Emma


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Sephiroth
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Re: Looking for a second opinion on BQM charts & Pingplotter results

First, @Kippies should not be lecturing you on the risks of working at home with a residential circuit. He's usually better than that and in any case your life is none of his business. Many of us work at home and rightfully expect better from an Internet connection when it misbehaves like yours is/was.

Second, even if you had a business line, it runs over the same infrastructure and there is no SLA that'll get it fixed sooner should the fault be in the circuit. If they do react to your call before a residential customer, then your fix will fix it for them too. But there's no preferential SLA for trhe residential business lines.

Third, You may need to check with @Emma_K how the low SNR and SYnch/MDD failures square with her look at your circuit. The red spots on the BQM are packets lost as a result of the poor SNR. The SNR value is an average and at the symbol delivery level, it may well be at 33 dB rather than 34.5 dB and be reported as 34.x dB.

UNless the problem has now gone away, there is noise on your downstream that needs fixing.

Seph - ( DEFROCKED - My advice is at your risk)

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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hi Sephiroth, 

 

Thanks for your analysis, it does seem there was low SNR at the time of posting but it seems to have settled at least from what I can see here currently. 

 

But if deamondiamond is still having trouble I will be more than happy to keep investigating Smiley Happy 

 

Thanks for the heads up. 

 

Emma

 

 


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Sephiroth
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Re: Looking for a second opinion on BQM charts & Pingplotter results

Thanks, Emma. It was 9 days ago that the OP posted and sometimes, indeed too often, they don't come back to report that the problem has gone away.

Cheers

Seph - ( DEFROCKED - My advice is at your risk)

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deamondiamond
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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hi All,

Many thanks for your responses and apologies for the late reply, I am still having ongoing issues.

I phoned and spoke to Steve on Customer Retention's yesterday who has been my single point of contact in regards to the ongoing problem.

Yesterday there was an outage and today downtime as you can see, packet loss even after it came back up at approx 12:30 yesterday and downtime again today. Whilst i understand that there is no such thing as 100% reliability in service and faults do occur it's getting to the stage now of becoming very serious for myself as i work on behalf of the NHS and i may have to consider looking for another job as it wouldn't be viable for me to travel to the office and back everyday, the problem has been intermittent and ongoing for about a year now and i just don't seem to be getting anywhere. 

@Emma_K - I'm happy to answer your previous questions but i think the below BQM'S can now clearly show the problem.

The VPN I use i assume goes over port 50 (But will be able to confirm this next week)  according to dell's website https://support.software.dell.com/kb/sw4001 , we are talking megabytes of data across the vpn as it shows how much it is using (for security purposes i can't login today and show you the counters but will be able to on Monday) 

Capture.PNGCapture2.PNG

Thank you for your time and help. 

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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hello deamondiamond

 

Sorry we were a bit slow getting back to you. At the moment the hub is showing locked on for the last 7 days, all levels nicely in spec and the area historical data shows the upstreams noise free and stable. How has it been for you please? 

 

Thanks

Nicola

Virgin Media Forum Team
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deamondiamond
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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hi @

Thanks for your response, The last update i had from Steve was that there appeared to be water in the tap, I can only assume he means the tap in the cabinet? It hasn't been too bad since then however i have recently noticed  over the past week whilst trying to play youtube videos and games that its buffering and taking much longer than usual on youtube and lag and high pings in game, (about 150-200ms) To a German server.

Tried downloading a 50mb file from http://www.thinkbroadband.com/download.html - States it should only take 7 seconds at 60mbps, i'm at 50-52 but it takes 27 seconds. Maybe i'm just nitpicking here? But would appreciate what you think in relation to the BQM'S and router logs below.


Thanks

 

 

 

Here are the latest BQM'S and router info  

v2.PNGv3.PNGv4.PNGv5.PNGv6.PNGv7.PNG

c3.PNGc1.PNGc2.PNG

c4.PNG

2016-08-04 11:32:56.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-04 11:32:56.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-04 11:33:02.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-05 17:58:40.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-07 10:26:12.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-08 17:56:15.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-11 18:07:29.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-12 13:48:47.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-17 03:53:54.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-18 09:55:22.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:21.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:21.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:21.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:26.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:32.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:32.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:32.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:38.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:40.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-08-19 07:27:40.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Looking for a second opinion on BQM charts & Pingplotter results

Hi deamondiamond,

Sorry about this but it is clear that we need to test at (or close to) the time you're reporting the issue. Because we've a bit of a back-log at present the time between your post and our reply means we resort to a 'everything's testing out fine now' response. 

I'll send you a PM in a moment (purple envelope icon, top right of page) to which you can respond as soon as there's an issue. Hopefully then we'll be able to get back to you in a more timely manner. 

It might also be a good idea to arrange for a technician to take a look at things but I'll await your update first. Smiley Happy


Jen
Forum Team



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