Forum Discussion

PonniM's avatar
PonniM
Tuning in
2 years ago

Intermittent frequent ping spikes, rare packet loss and high Post-RS errors

Hi all, hoping to resolve the connection issues that I have experienced since around May/June last year. I've already had 3 technicians come out on 2 separate occasions to investigate and they recommended that I come here. They suspect I need a network engineer to investigate but told me they were unable to arrange this themselves and that I should come here.

The problems began around May/June of last year. Originally it would be minor ping spikes that were only tangible whilst gaming, and would only occur a couple of hours a week. However, over the following months, problems have become more persistent and have started to intermittently affect most areas of internet usage. 

Problems/Symptoms

- Working - I work from home most days of the week. Occasionally when a ping spike occurs whilst working the virtual desktop will freeze. If the spike is too long or bad the connection to the desktop will end. At this point, I will have to restart the VPN and log in again. 

- Streaming - When streaming live content e.g. sports or TV, live players such as Sky Go will intermittently pop up with a video player error (fixes upon re-open). This doesn't affect streaming platforms that can buffer such as Netflix or YouTube. 

- Signing in to online accounts - sometimes when logging into websites like Netflix the log-in request will time out and we just have to keep trying till it eventually works. 

- Online Gaming - hasn't been possible in months. Ping spikes are too frequent for fast-paced online gaming. Full disconnects are quite rare.  

Broadband Quality Monitor

I think the ping spikes are visible in Broadband Quality Monitor below. Although they feel longer than 160 ms. When pinging using cmd to 8.8.8.8 I can see intermittent spikes up to 430ms and at worst in the 2000-3000ms mark. 

My Broadband Ping 

 

Logs have been posted separately in the replies below

House Broadband set up

I do have a switch set up inside my house that connects to the hub, which then feeds all devices (TVs inside the house.) However, these issues persist when the switch is disconnected and nothing is connected to the Superhub except one laptop connected by ethernet running ping/speed tests. (I've tried with just one device connected to the hub and problems persist on phone, laptop and computer)

Attempts at resolution so far

- I've tried upgrading my broadband contract from 500 Mbps to gig1. 

- Two separate superhub 5s installed by Virgin Media technician and myself have had the same problem. (And an old super hub 3.)

- I bought a separate router to try running the superhub in modem mode to no effect. Including trying QOS.

- Virgin Media technician tried moving the superhub closer to the brown box to no effect. 

- Countless superhub resets, and calls into the call centre where they have sent commands to my hub which haven't resolved the issue. 

- I have had a private technician come in and investigate the switch/connections in the house to see if these could be causing the error. He is sure that the problem is outside the property.

 

Thanks for all your time and help. If there is any more information I can provide, please let me know. The problems have been more frequent and increasingly frustrating since about September so any help would be massively appreciated. 

  • PonniM's avatar
    PonniM
    Tuning in
    2 years ago

    Logs part 1

    I'm not familiar with logs or technical details but tried to decipher the pinned "POWER LEVELS & SNR: A TECHNICAL PRIMER" message. I think I'm within acceptable power levels (might be wrong) however there are a lot of post-RS errors. These seem to consistently be in channel 14 although I have seen these in high numbers in channel 20 before. Virgin media technicians moved my hub yesterday closer to the brown box so post rs errors have reset and log values are shorter. 

    3.0 Downstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    331000000

    6.4

    39

    QAM 256

    25

    2

    275000000

    4.4

    38

    QAM 256

    18

    3

    283000000

    4

    38

    QAM 256

    19

    4

    291000000

    4.6

    39

    QAM 256

    20

    5

    299000000

    4.9

    39

    QAM 256

    21

    6

    307000000

    5

    39

    QAM 256

    22

    7

    315000000

    5.3

    39

    QAM 256

    23

    8

    323000000

    6.1

    39

    QAM 256

    24

    9

    339000000

    6

    39

    QAM 256

    26

    10

    347000000

    5.4

    39

    QAM 256

    27

    11

    355000000

    5

    39

    QAM 256

    28

    12

    363000000

    5

    39

    QAM 256

    29

    13

    371000000

    5.5

    39

    QAM 256

    30

    14

    379000000

    6.2

    39

    QAM 256

    31

    15

    387000000

    6.3

    39

    QAM 256

    32

    16

    395000000

    6

    39

    QAM 256

    33

    17

    403000000

    5.4

    39

    QAM 256

    34

    18

    411000000

    5.2

    39

    QAM 256

    35

    19

    419000000

    5.1

    39

    QAM 256

    36

    20

    427000000

    5.1

    39

    QAM 256

    37

    21

    435000000

    4.9

    39

    QAM 256

    38

    22

    443000000

    4.8

    39

    QAM 256

    39

    23

    451000000

    4.9

    39

    QAM 256

    40

    24

    459000000

    5

    39

    QAM 256

    41

    25

    467000000

    4.9

    39

    QAM 256

    42

    26

    475000000

    5.1

    40

    QAM 256

    43

    27

    483000000

    4.9

    40

    QAM 256

    44

    28

    491000000

    4.9

    40

    QAM 256

    45

    29

    499000000

    4.5

    40

    QAM 256

    46

    30

    507000000

    4

    39

    QAM 256

    47

    31

    515000000

    3.7

    39

    QAM 256

    48

    3.0 Downstream channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    39

    13

    0

    2

    Locked

    38

    65

    0

    3

    Locked

    38

    78

    0

    4

    Locked

    39

    44

    0

    5

    Locked

    39

    12

    0

    6

    Locked

    39

    12

    0

    7

    Locked

    39

    19

    0

    8

    Locked

    39

    15

    0

    9

    Locked

    39

    17

    0

    10

    Locked

    39

    13

    0

    11

    Locked

    39

    5

    0

    12

    Locked

    39

    16

    0

    13

    Locked

    39

    12

    0

    14

    Locked

    39

    365

    195

    15

    Locked

    39

    9

    0

    16

    Locked

    39

    5

    0

    17

    Locked

    39

    8

    0

    18

    Locked

    39

    8

    0

    19

    Locked

    39

    7

    0

    20

    Locked

    39

    4

    0

    21

    Locked

    39

    4

    0

    22

    Locked

    39

    8

    0

    23

    Locked

    39

    7

    0

    24

    Locked

    39

    6

    0

    25

    Locked

    39

    7

    0

    26

    Locked

    40

    2

    0

    27

    Locked

    40

    3

    0

    28

    Locked

    40

    3

    0

    29

    Locked

    40

    4

    0

    30

    Locked

    39

    1

    0

    31

    Locked

    39

    4

    0

    3.1 Downstream channels

    Channel

    Channel Width (MHz)

    FFT Type

    Number of Active Subcarriers

    Modulation (Active Profile)

    First Active Subcarrier (Hz)

    159

    94

    4K

    1840

    QAM 4096

    1108

     

    3.1 Downstream channels

    Channel ID

    Locked Status

    RxMER Data (dB)

    PLC Power (dBmV)

    Corrected errors (Active Profile)

    Uncorrectable errors (Active Profile)

    159

    Locked

    40

    3.9

    2303509880

    0

  • PonniM's avatar
    PonniM
    Tuning in
    2 years ago

    Logs (part 1)

    I'm not familiar with logs or technical details but tried to decipher the pinned "POWER LEVELS & SNR: A TECHNICAL PRIMER" message. I think I'm within acceptable power levels (might be wrong) however there are a lot of post-RS errors. These seem to consistently be in channel 14 although I have seen these in high numbers in channel 20 before. Virgin media technicians moved my hub yesterday closer to the brown box so post rs errors have reset and log values are shorter. 

    3.0 Downstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    331000000

    6.4

    39

    QAM 256

    25

    2

    275000000

    4.4

    38

    QAM 256

    18

    3

    283000000

    4

    38

    QAM 256

    19

    4

    291000000

    4.6

    39

    QAM 256

    20

    5

    299000000

    4.9

    39

    QAM 256

    21

    6

    307000000

    5

    39

    QAM 256

    22

    7

    315000000

    5.3

    39

    QAM 256

    23

    8

    323000000

    6.1

    39

    QAM 256

    24

    9

    339000000

    6

    39

    QAM 256

    26

    10

    347000000

    5.4

    39

    QAM 256

    27

    11

    355000000

    5

    39

    QAM 256

    28

    12

    363000000

    5

    39

    QAM 256

    29

    13

    371000000

    5.5

    39

    QAM 256

    30

    14

    379000000

    6.2

    39

    QAM 256

    31

    15

    387000000

    6.3

    39

    QAM 256

    32

    16

    395000000

    6

    39

    QAM 256

    33

    17

    403000000

    5.4

    39

    QAM 256

    34

    18

    411000000

    5.2

    39

    QAM 256

    35

    19

    419000000

    5.1

    39

    QAM 256

    36

    20

    427000000

    5.1

    39

    QAM 256

    37

    21

    435000000

    4.9

    39

    QAM 256

    38

    22

    443000000

    4.8

    39

    QAM 256

    39

    23

    451000000

    4.9

    39

    QAM 256

    40

    24

    459000000

    5

    39

    QAM 256

    41

    25

    467000000

    4.9

    39

    QAM 256

    42

    26

    475000000

    5.1

    40

    QAM 256

    43

    27

    483000000

    4.9

    40

    QAM 256

    44

    28

    491000000

    4.9

    40

    QAM 256

    45

    29

    499000000

    4.5

    40

    QAM 256

    46

    30

    507000000

    4

    39

    QAM 256

    47

    31

    515000000

    3.7

    39

    QAM 256

    48

    3.0 Downstream channels

    Channel

    Locked Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    39

    13

    0

    2

    Locked

    38

    65

    0

    3

    Locked

    38

    78

    0

    4

    Locked

    39

    44

    0

    5

    Locked

    39

    12

    0

    6

    Locked

    39

    12

    0

    7

    Locked

    39

    19

    0

    8

    Locked

    39

    15

    0

    9

    Locked

    39

    17

    0

    10

    Locked

    39

    13

    0

    11

    Locked

    39

    5

    0

    12

    Locked

    39

    16

    0

    13

    Locked

    39

    12

    0

    14

    Locked

    39

    365

    195

    15

    Locked

    39

    9

    0

    16

    Locked

    39

    5

    0

    17

    Locked

    39

    8

    0

    18

    Locked

    39

    8

    0

    19

    Locked

    39

    7

    0

    20

    Locked

    39

    4

    0

    21

    Locked

    39

    4

    0

    22

    Locked

    39

    8

    0

    23

    Locked

    39

    7

    0

    24

    Locked

    39

    6

    0

    25

    Locked

    39

    7

    0

    26

    Locked

    40

    2

    0

    27

    Locked

    40

    3

    0

    28

    Locked

    40

    3

    0

    29

    Locked

    40

    4

    0

    30

    Locked

    39

    1

    0

    31

    Locked

    39

    4

    0

    3.1 Downstream channels

    Channel

    Channel Width (MHz)

    FFT Type

    Number of Active Subcarriers

    Modulation (Active Profile)

    First Active Subcarrier (Hz)

    159

    94

    4K

    1840

    QAM 4096

    1108

     

    3.1 Downstream channels

    Channel ID

    Locked Status

    RxMER Data (dB)

    PLC Power (dBmV)

    Corrected errors (Active Profile)

    Uncorrectable errors (Active Profile)

    159

    Locked

    40

    3.9

    2303509880

    0

     

  • PonniM's avatar
    PonniM
    Tuning in
    2 years ago

    Logs (part 2)

    3.0 Upstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    0

    60300000

    42

    5120

    QAM 64

    1

    1

    53700000

    41.8

    5120

    QAM 64

    2

    2

    46200000

    40.5

    5120

    QAM 64

    3

    3

    39400000

    41

    5120

    QAM 64

    4

    4

    32600000

    40.8

    5120

    QAM 64

    5

    5

    23600000

    41

    5120

    QAM 64

    6

    3.0 Upstream 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

    5

    ATDMA

    0

    0

    0

    0

    Network Log

    Time

    Priority

    Description

    03-01-2024 14:04:28

    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;

    03-01-2024 14:04:28

    notice

    DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:38

    notice

    CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:38

    notice

    CM-STATUS message sent. Event Type Code: 5; Chan ID: 18 19 20 21 22 23 24 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-Q

    03-01-2024 13:24:38

    notice

    CM-STATUS message sent. Event Type Code: 4; Chan ID: 18 19 22 23 26 27 30 31 34 35 38 39 42 43 46 47 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:38

    notice

    CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:38

    notice

    CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:25

    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;

    03-01-2024 13:24:21

    warning

    MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:14

    warning

    MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:14

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:24:11

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:04:24

    notice

    REGISTRATION COMPLETE - Waiting for Operational status

    03-01-2024 13:04:19

    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;

    03-01-2024 13:04:19

    warning

    Dynamic Range Window violation

    03-01-2024 13:04:19

    warning

    Dynamic Range Window violation

    03-01-2024 13:04:19

    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;

    03-01-2024 13:04:18

    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;

    03-01-2024 13:04:18

    warning

    REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:04:18

    warning

    Dynamic Range Window violation

    03-01-2024 13:04:05

    warning

    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:04:03

    notice

    Honoring MDD; IP provisioning mode = IPv4

    03-01-2024 13:03:48

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 13:03:47

    critical

    Cable Modem Reboot because of - HW or Power-On Reset

    03-01-2024 12:41:00

    critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:41

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:41

    critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:41

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:40

    critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:40

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:40:40

    critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    03-01-2024 12:38:19

    critical

    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi PonniM 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your internet service. Could you please check all the settings on the Hub that you are in router mode, with Channel Optimisation is switched on, and any third party internet assisting devices have been removed, then restart the diagnostics again and post the results. 

      Thanks

      Sabrina

      • PonniM's avatar
        PonniM
        Tuning in
        2 years ago

        Hi Sabrina!
        Thanks for your help. I’ve checked the hub settings and removed our wifi extender. I’ve reset the hub diagnostics. Will post updated diagnostics after the hub has had some time to collect data.

  • mm82286's avatar
    mm82286
    Joining in
    2 years ago

    Have you found a solution?

    I’ve been having similar issues where I’m currently on 1GIG and my speed is all good but when I’m playing online videos games it’s laggy and delayed but the games network bar is not showing any spike or packet loss. But the network like keeps going thick and thin where it’s supposed to only stay thin. 

    it’s been like for few weeks and when check the status in the hub , it’s been saying Intermittent issue and it’s been like this for a week now.

     

    today , I had a engineer come out and replace the wall equipments but nothing happened, same issue.

     

    so frustrating 

    • John_GS's avatar
      John_GS
      Forum Team
      2 years ago

      Hi mm82286 

      Thanks for posting and welcome to the community. Sorry to hear of any broadband issues.

      I can see from a system check you've booked another visit in, please let us know how this goes.

      Best wishes.

      • mm82286's avatar
        mm82286
        Joining in
        2 years ago

        I waited 3 hours from 4pm to 7pm and unfortunately no one showed up.

        on the app , it still continues to say intermitten issue as it has for the past 2 weeks or so.

        very disappointed really.

         

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Your Hub data is all good. The BQM shows a classic case of over-subscription on VM's local network. There's nothing that a technician can do for you except report this for attention at the network level. Will that will have any effect? You'll have to wait and see. 

    • PonniM's avatar
      PonniM
      Tuning in
      2 years ago

      Thanks jpeg1. I believe the local area field manager is being notified. So hopefully they can resolve the issue.

  • rafiali123's avatar
    rafiali123
    Joining in
    11 days ago

    Hello, just wanted to bring this back to the top. I've had Superhub 5 recently installed and I'm experiencing very similar issues. Did you ever find a solution to this?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      8 days ago

      Hi rafiali123 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear you're experiencing similar issues 😔

      In order to discuss this matter with you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      8 days ago

      It would have been better to start a new thread rather than append to a very long 2 year old thread.  You would have had better responses?