Forum Discussion

h6LuUsx8's avatar
h6LuUsx8
Joining in
11 months ago

Latency Spikes and Package loss

I'm using M250 Virgin media broadband and it is ok for media consumption (e.g. YouTube/Netflix), but it has been unusable for either video calls or games. Both Video calls and games get random freezes. I suspected it was latency spikes and set up BQM which both confirmed it and to be honest, surprised me with the scale of the problem on some days.

Just some of the days within the last week:

 Live BQM 

I originally thought I must have a cabling issue for the internet to be that unusable, but I had a Virgin technician visiting who confirmed that there are no cabling, signal or hardware issues on my side. He even checked my cable up to the Virgin cabinet.

Can anything be done about this?

 

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

    Just for clarity... are your connection issues happening at the same times on both wifi and ethernet cable connected devices ? What Hub model is it?  If Hub5 - is it a 5x?

    Can we see the Hub data and see if there is something amiss that the Tech may have missed or appeared after their visit.

    In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the â€śRouter 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

  • h6LuUsx8's avatar
    h6LuUsx8
    Joining in
    11 months ago

    The hub is Hub5 (not 5x).

    I see the issues on all devices - ethernet and wifi at the same time. I used to have Virgin Hub in Modem mode, and my router and switch (TP-Link Omada), but when the issues started, I disabled the Modem mode to be able to pinpoint the exact problem in the whole setup. So BMQ is directly to Hub5 in router mode and I do see the same issues when wired directly to Virgin Hub.

    The data:

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    12900000007.440QAM 25620
    21380000007.640QAM 2561
    31460000007.340QAM 2562
    41540000007.140QAM 2563
    5162000000740QAM 2564
    6170000000740QAM 2565
    71780000007.240QAM 2566
    81860000007.440QAM 2567
    91940000007.540QAM 2568
    102020000007.640QAM 2569
    112100000007.940QAM 25610
    122180000007.940QAM 25611
    132260000007.840QAM 25612
    142340000007.640QAM 25613
    152420000007.440QAM 25614
    162500000007.440QAM 25615
    172580000007.540QAM 25616
    182660000007.740QAM 25617
    192740000007.840QAM 25618
    202820000007.740QAM 25619
    212980000007.340QAM 25621
    223060000007.340QAM 25622
    233140000007.640QAM 25623
    243220000007.940QAM 25624
    253300000007.940QAM 25625
    263380000007.940QAM 25626
    273460000007.841QAM 25627
    283540000007.741QAM 25628
    293620000007.941QAM 25629
    30370000000841QAM 25630
    31378000000841QAM 25631
    323860000007.841QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4000
    2Locked4010
    3Locked4010
    4Locked4040
    5Locked4010
    6Locked4020
    7Locked4020
    8Locked4020
    9Locked4010
    10Locked4000
    11Locked4020
    12Locked4030
    13Locked4010
    14Locked4050
    15Locked4050
    16Locked4030
    17Locked4000
    18Locked4030
    19Locked4010
    20Locked4010
    21Locked4010
    22Locked4020
    23Locked4000
    24Locked4030
    25Locked4010
    26Locked4000
    27Locked4120
    28Locked4120
    29Locked4110
    30Locked4140
    31Locked4110
    32Locked4100

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked428.116083162970

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000040.85120QAM 641
    14310000040.35120QAM 642
    23660000040.35120QAM 643
    33010000040.55120QAM 644
    423600000405120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61034.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA20074000000161

     

    Network Log

    Time Priority Description
    23-02-2024 21:46:22warningDBC-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;
    23-02-2024 21:46:22noticeUS 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;
    23-02-2024 17:02:23noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-02-2024 17:02:23warningDBC-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;
    23-02-2024 16:31:54noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    23-02-2024 16:31:54warningDBC-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;
    23-02-2024 15:40:37noticeUS 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;
    23-02-2024 15:40:37warningDBC-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;
    22-02-2024 18:34:12criticalReceived 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;
    22-02-2024 18:30:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-02-2024 22:57:33noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-02-2024 22:57:33warningDBC-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;
    21-02-2024 22:57:30noticeREGISTRATION COMPLETE - Waiting for Operational status
    21-02-2024 22:57:24warningDynamic Range Window violation
    21-02-2024 22:57:24warningRNG-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;
    21-02-2024 22:57:24warningREG-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;
    21-02-2024 22:57:24warningRNG-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;
    21-02-2024 22:57:24warningDynamic Range Window violation
    21-02-2024 22:57:24warningRNG-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;
    21-02-2024 22:57:24warningDynamic Range Window violation
    21-02-2024 22:57:24warningDynamic Range Window violation
    21-02-2024 22:57:24warningRNG-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;
    21-02-2024 22:57:19noticeDS 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;
    21-02-2024 22:57:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-02-2024 22:57:09noticeHonoring MDD; IP provisioning mode = IPv4
    21-02-2024 22:56:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    21-02-2024 22:56:38criticalCable Modem Reboot because of - HW or Power-On Reset

     

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

      Hub stats all look good to me - logs are odd and BQM is poor though ...

      A VM person should take a look and comment here soon

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      11 months ago

      Hey h6LuUsx8 Thanks for reaching out to us and a big warm welcome to the Virgin Media Community forums. 👋🏼

      I'm sorry to hear about the latency spikes and packet loss you are experiencing.
      I will assist you on the matter and look in to this for you.

      I will send a private message to further assist.

      Kind regards,
      Ilyas.