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jenlee150's avatar
jenlee150
Tuning in
6 months ago

Frame drops and Lag gaming & live streaming

Hi there.

Over the last two weeks (that I've noticed) the quality of my Broadband connection has been slowly degrading. I have been with you guys over a decade at this point and never had this trouble before, and am currently finding no answers or help for it. 

I'm a streamer/content creator so you can probably understand I need the connection I pay for to do my job. Yesterday I clocked up over 80,000 dropped frames in a 4 hour stream period all while the game I was playing (Fortnite) lagged to the point of being unplayable. I tried every trick in the book to get it working properly. I've reset, I've rebooted, I've tried entering in different DNS codes etc etc. Nothing has worked.

To cap it off, my connections are ALL hard wired. My Virgin Media hub is in modem mode and connected to a Nighthawk XR500, from there my PC and BOTH my PS5's are using high speed LAN cables. I have indeed tried changing cables, I purchased brand new ones to see if it made a difference. 

Fortnite isnt the only game that lags, I'm also having the problem on Sea of Thieves and GTA Online. My characters just bounce all over the screen. Thats three different companys, three different servers.

Service status says everything is fine in my area (Though I have to say, around 2 weeks ago there was a Virgin media van parked at the bottom of my driveway for a full day! No idea what they were doing) and all tests say my speed is fine. And yet.

I've performed all necessary tests on my Nighthawk router, all is working as it should be. I have tried EVERYTHING I can think of and that I have seen recommended on my end, so it's down to you. I've even submitted for an upgrade to the 1 Gig package just in case we need more oomph. Though you would think 500mbs would cover it and has done for the past few years.

I'm at a loss. Please help! I should be streaming right now but can't face another stream of explaining to my viewers why things are running so poorly.

Thanks, Jen

 

P.S. I have just set up a Broadband monitor though obviously it doesnt have anything to show just yet. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08eba4c06da22d1f243f0923c43ffb1d61e511a5

If I have done it right. 

18 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 months ago

    Lets see the Hub stats...

    Also worth checking for known issues on 0800 561 0061 

    \\---------------------------------

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data pages” and just 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. 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

    • jenlee150's avatar
      jenlee150
      Tuning in
      6 months ago

      Hi, thanks for the swift response. I THINK I've done this right. Albeit backwards lol.

       

      Network Log

      Time Priority Description

      16/11/2024 07:21:33Warning!RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      16/11/2024 06:40:12criticalNo Ranging Response received - T3 time-out;CM-MAC= :f3;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      16/11/2024 01:17:49Warning!RCS Partial Service;CM-MAC= :f3;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC= :f3;CMTS-MAC= :dc;CM-QOS=1.1;CM-VER=3.0;
      14/11/2024 20:56:46Warning!RCS Partial Service;CM-MAC= ;CMTS-MAC=0 ;CM-QOS=1.1;CM-VER=3.0;
      01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      13/11/2024 19:39:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      11/11/2024 13:50:58criticalNo Ranging Response received - T3 time-out;CM-MAC=4 ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
      10/11/2024 07:39:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= :f3;CMTS-MAC= c;CM-QOS=1.1;CM-VER=3.0;
      07/11/2024 15:44:40criticalNo Ranging Response received - T3 time-out;CM-MAC= 3;CMTS-MAC= c;CM-QOS=1.1;CM-VER=3.0;
      07/11/2024 11:29:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=4;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
      06/11/2024 13:15:35criticalNo Ranging Response received - T3 time-out;CM-MAC=40;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:56:36Warning!Lost MDD Timeout;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:56:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:56:31Warning!RCS Partial Service;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:56:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:56:31Warning!RCS Partial Service;CM-MAC=4;CMTS-MAC=0c;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:48:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:46:34Warning!Lost MDD Timeout;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
      05/11/2024 12:46:30Warning!RCS Partial Service;CM-MAC=40;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

       

      Upstream bonded channels

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

      14310005341.5512064 qam2
      23660000041512064 qam3
      33010000041.3512064 qam4
      42360000040.5512064 qam5
      54959999542512064 qam1



      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0010
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000
      5ATDMA0010



    • jenlee150's avatar
      jenlee150
      Tuning in
      6 months ago

      Downstream bonded channels

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

      15310000000.238256 qam16
      2539000000038256 qam17
      3547000000-0.238256 qam18
      4555000000-0.238256 qam19
      5563000000-0.438256 qam20
      6571000000-0.238256 qam21
      7579000000-0.238256 qam22
      8587000000-0.538256 qam23
      9595000000-0.238256 qam24
      10603000000-0.438256 qam25
      11611000000-0.238256 qam26
      12619000000-0.538256 qam27
      13627000000-0.238256 qam28
      14635000000-0.238256 qam29
      156430000000.238256 qam30
      166510000000.238256 qam31
      17659000000038256 qam32
      18667000000-0.438256 qam33
      196750000000.238256 qam34
      206830000000.238256 qam35
      216910000000.238256 qam36
      22699000000038256 qam37
      237070000000.238256 qam38
      24715000000038256 qam39

       

      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

      1Locked38.9190
      2Locked38.6130
      3Locked38.6110
      4Locked38.6170
      5Locked38.990
      6Locked38.6160
      7Locked38.9120
      8Locked38.6130
      9Locked38.6150
      10Locked38.6130
      11Locked38.690
      12Locked38.6140
      13Locked38.9140
      14Locked38.9110
      15Locked38.9100
      16Locked38.9210
      17Locked38.9290
      18Locked38.6270
      19Locked38.9200
      20Locked38.9190
      21Locked38.6290
      22Locked38.6290
      23Locked38.9173450121142
      24Locked38.621950

      42502

    • jenlee150's avatar
      jenlee150
      Tuning in
      6 months ago
       

      Upstream bonded channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      14310005341.5512064 qam2
      23660000041512064 qam3
      33010000041.3512064 qam4
      42360000040.5512064 qam5
      54959999542512064 qam1


      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      1ATDMA0010
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000
      5ATDMA0010

      Network Log

      Time Priority Description
      16/11/2024 07:21:33Warning!RCS Partial Servic
      16/11/2024 06:40:12criticalNo Ranging Response received - T3 time-out
      16/11/2024 01:17:49Warning!RCS Partial Service
      01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out
      14/11/2024 20:56:46Warning!RCS Partial Service
      01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out
      13/11/2024 19:39:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option
      11/11/2024 13:50:58criticalNo Ranging Response received - T3 time-out
      10/11/2024 07:39:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option
      07/11/2024 15:44:40criticalNo Ranging Response received - T3 time-out
      07/11/2024 11:29:57ErrorDHCP RENEW WARNING 
      06/11/2024 13:15:35criticalNo Ranging Response received 
      05/11/2024 12:56:36Warning!Lost MDD Timeout
      05/11/2024 12:56:31criticalSYNC Timing Synchronization failure - Loss of Sync
      05/11/2024 12:56:31Warning!RCS Partial Service
      05/11/2024 12:56:31criticalSYNC Timing Synchronization failure - Loss of Sync
      05/11/2024 12:56:31Warning!RCS Partial Service
      05/11/2024 12:48:31criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
      05/11/2024 12:46:34Warning!Lost MDD Timeout
      05/11/2024 12:46:30Warning!Partial Service
  • jenlee150's avatar
    jenlee150
    Tuning in
    6 months ago

    I'm sorry, I keep trying to post the Router Status and other log and it just seems to keep getting immediately deleted. Should I screenshot? I did edit out/obscure MAC addresses both times. 

  • jenlee150's avatar
    jenlee150
    Tuning in
    6 months ago

    Downstream as of 8am today

    Downstream bonded channels

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

    15310000000.738256 qam16
    2411000000138256 qam1
    34190000000.737256 qam2
    44270000000.738256 qam3
    54350000000.537256 qam4
    64430000000.438256 qam5
    74510000000.538256 qam6
    84590000000.738256 qam7
    94670000000.738256 qam8
    104750000000.538256 qam9
    114830000000.538256 qam10
    124910000000.738256 qam11
    13499000000138256 qam12
    14507000000138256 qam13
    155150000000.938256 qam14
    16523000000138256 qam15
    175390000000.738256 qam17
    185470000000.438256 qam18
    195550000000.438256 qam19
    205630000000.238256 qam20
    215710000000.438256 qam21
    225790000000.538256 qam22
    235870000000.238256 qam23
    245950000000.238256 qam24



    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

    1Locked38.62251
    2Locked37.600
    3Locked37.6130
    4Locked38.950
    5Locked37.650
    6Locked38.660
    7Locked38.960
    8Locked38.650
    9Locked38.660
    10Locked38.660
    11Locked38.660
    12Locked38.660
    13Locked38.940
    14Locked38.650
    15Locked38.900
    16Locked38.640
    17Locked38.650
    18Locked38.950
    19Locked38.940
    20Locked38.660
    21Locked38.960
    22Locked38.680
    23Locked38.620
    24Locked38.900
  • jenlee150's avatar
    jenlee150
    Tuning in
    6 months ago

    Upstream bonded channels

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

    14310000041.3512064 qam2
    23660000041512064 qam3
    33010000041512064 qam4
    42360000040.3512064 qam5
    54960000042512064 qam1



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0010
    2ATDMA0010
    3ATDMA0010
    4ATDMA0000
    5ATDMA0010
    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      6 months ago

      Hi there jenlee150 

      Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

      I am so sorry to hear you are facing an issue with your connection and thank you to our community team for their advise so far. Can I ask if the Hub is currently in modem mode? If so can you change this to router mode so we can run some further checks on our side? 

      • jenlee150's avatar
        jenlee150
        Tuning in
        6 months ago

        Hi there. I actually spoke to a customer support this morning and have a technician coming out tomorrow. But if theres still problems after that I shall surely be back haha.

  • jenlee150's avatar
    jenlee150
    Tuning in
    6 months ago

    We had a technican out that confirmed the problem is in the lines out on the street, he said he'd book someone to come tend to that and they should have been here yesterday. Thus far, nobody and errors are still happening. Any way to know when we might expect them to show up? It would be nice to be able to work this weekend.

    • Beth_G's avatar
      Beth_G
      Icon for Forum Team rankForum Team
      6 months ago

      Hi jenlee150

      Thanks for the update. I'm sorry to hear you've not heard back from the team regarding the fault.

      What I've done is email the engineer that visited to see if there's been any movement on this. As soon as I have any news I will let you know.

      I'm really sorry for any inconvenience caused in the meantime.

    • Beth_G's avatar
      Beth_G
      Icon for Forum Team rankForum Team
      6 months ago

      Hi jenlee150

      I just wanted to let you know I've spoken with the engineer and he advised that he'll be speaking with our contractors today to see when we can carry out the repull. It looks like the cables just outside your home are damaged and need replacing.

      I'll let you know of any further updates received.