Forum Discussion

dominik99's avatar
dominik99
Tuning in
4 months ago

Inconsistent service, delayed/late packets or packet loss (BQM, Waveform, Router Logs provided)

Hi.

I have been struggling with an issue for months now, and it progressively keeps getting worse. Broadband speeds are fine, I have the 500m package. I do get consistent 500/50mpbs, however playing online games is unbearable, constant rubber-banding and network inaccuracies, constant ping spikes and packet loss to the servers in and outside of the UK, but of course it gets worse outside of the UK. 

My current setup consists of this:

  • VM Hub3 in modem mode (almost an 8 year old router)
  • TP-Link Archer C80
  • Cat 6a ethernet wiring (I do not use WiFi for my PC)

Things I have tried already with no fix in sight:

  • Restarting and factory resetting VM Hub3
  • Restarting and factory resetting Archer C80
  • Testing over WiFi
  • Isolating connection to my PC only and testing
  • Different ethernet cabling

 

My BQM and Waveform Bufferbloat Test:

BQM
Waveform Bufferbloat

Status

Item Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
36599971
Locked
Provisioning State
Online

 

Downstream bonded channels

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

133075000012.840256 qam25
21387500001140256 qam1
320275000010.840256 qam9
422675000011.340256 qam12
523475000011.140256 qam13
625875000011.840256 qam16
726675000011.940256 qam17
82907500001240256 qam20
929875000012.540256 qam21
1032275000012.540256 qam24
1133875000012.840256 qam26
1234675000012.840256 qam27
133547500001340256 qam28
1436275000012.840256 qam29
153707500001340256 qam30
1637875000012.440256 qam31
1738675000012.640256 qam32
1839475000012.640256 qam33
1940275000012.940256 qam34
204107500001340256 qam35
215147500001340256 qam36
2252275000013.540256 qam37
235307500001340256 qam38
2453875000013.440256 qam39

Downstream bonded channels

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

1Locked40.390
2Locked40.3180
3Locked40.380
4Locked40.990
5Locked40.380
6Locked40.370
7Locked40.3130
8Locked40.370
9Locked40.300
10Locked40.9100
11Locked40.3100
12Locked40.360
13Locked40.930
14Locked40.970
15Locked40.960
16Locked40.3140
17Locked40.960
18Locked40.970
19Locked40.3120
20Locked40.370
21Locked40.3130
22Locked40.9200
23Locked40.9360
24Locked40.9470
  • Upstream bonded channels

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

    13659997138.8512064 qam3
    22360000037.3512064 qam5
    33010000038.8512064 qam4
    44309996138.8512064 qam2
    54960004638.8512064 qam1

    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0010
    2ATDMA0010
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

     

    Network Log

    Time Priority Description

    03/11/2024 20:34:25noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 21:27:47criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:39:48noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:24:33criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:59Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:42Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:36Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:23:33Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 20:16:13noticeLAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:49:49Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:49:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:49:46Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:49:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:49:46Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:48:56Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:48:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    02/11/2024 19:48:50Warning!RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
    • Tudor's avatar
      Tudor
      Very Insightful Person

      All downstream power level are too high and out of spec. You probably need a forward path attenuator or moved to a different tap on the street cabinet. You need a technician’s visit.

      The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • Akua_A's avatar
      Akua_A
      Forum Team

      Hi dominik99 

      Welcome to our community forums and thank you for your first post. Sorry to hear you have been having an ongoing issue with your service. We can understand the frustration caused by this. We can however see that you recently contacted our team who have offered a resolution. Do you need any further help regarding this?

      Thanks,

      • dominik99's avatar
        dominik99
        Tuning in

        Thanks for your reply, I have already contacted VM through complaints, they will be sending out a new router on Friday, and an engineer visit on Saturday.

        Will update how it goes afterwards

  • legacy1's avatar
    legacy1
    Alessandro Volta

    Bufferbloat is when you hit your package upto rate limit which VM don't BWM/QoS you can use your router to limit 490Mb down and 49Mb up for better Bufferbloat if bandwidth is available also VM upstream in the area might also cause problems for a stable ping  

  • Update - received a brand new router (hub5) from VM, and that alone seems to have fixed the issue.
    Had an engineer visit anyway and they've installed a 6db attenuator on the cable to correct power levels.
    All seems fine as of now.