Forum Discussion

Rand0mBl0ke's avatar
Rand0mBl0ke
Joining in
7 months ago

Random lag/dropout with streaming services/remote desktop

Hi all,

I've been having an issue for the last couple of weeks with random dropouts or lag spikes when using streaming services. My family tell me that when they're watching Amazon Prime, Disney + or NOW TV, their devices are often freezing and buffering. 

I have noticed that it happens when I'm trying to watch Twitch (I end up a good minute or so behind the streamer) and the messages in the chat often fail to appear for me or appear well after they were sent. 

I myself stream on Twitch and, strangely, there don't appear to be any issues with that so I don't think there's an upload problem, although, again, the chat messages often don't appear or appear late.

I also have an issue with using a remote desktop connection for work - it will freeze for a few seconds randomly throughout the day before reconnecting.

We're having these issues on a couple of different smart TVs, and the Twitch and remote desktop issues on two separate computers.

When I run speed tests they appear to be OK. Can anyone offer any insight?

Here's my BQM (just recently set up).

https://www.thinkbroadband.com/broadband/monitoring/quality/view/bd944bed207be0160d87682b0ce91f00898330a9

Please let me know if you want any of the stats from my hub as well.

Thanks in advance.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    The BQM link is not working?  I suspect you are not using the "shared graph" link.

    Yes, post the power levels, Pre and Post RS errors and the network log for comment.

    • Rand0mBl0ke's avatar
      Rand0mBl0ke
      Joining in
      7 months ago

      Sorry about that - you're right, I copied the wrong URL: https://www.thinkbroadband.com/broadband/monitoring/quality/share/5674f10ef057c5f1169290228ad56432dcf3b842 

      Here's the downstream stats:

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000009.443QAM 25625
      21390000008.542QAM 2561
      31470000008.342QAM 2562
      41550000008.442QAM 2563
      51630000008.542QAM 2564
      61710000008.242QAM 2565
      71790000008.442QAM 2566
      81870000008.342QAM 2567
      91950000008.442QAM 2568
      102030000008.442QAM 2569
      112110000008.642QAM 25610
      122190000008.442QAM 25611
      132270000008.342QAM 25612
      14235000000842QAM 25613
      152430000008.142QAM 25614
      162510000007.942QAM 25615
      17259000000842QAM 25616
      182670000008.442QAM 25617
      192750000008.642QAM 25618
      202830000008.742QAM 25619
      212910000008.942QAM 25620
      222990000008.642QAM 25621
      23307000000942QAM 25622
      243150000009.342QAM 25623
      253230000009.342QAM 25624
      263390000009.442QAM 25626
      273470000009.442QAM 25627
      283550000009.542QAM 25628
      293630000009.342QAM 25629
      303710000009.442QAM 25630
      313790000009.642QAM 25631
      323870000009.342QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4300
      2Locked4200
      3Locked4200
      4Locked4200
      5Locked4210
      6Locked4200
      7Locked4200
      8Locked4200
      9Locked4200
      10Locked4210
      11Locked4200
      12Locked4210
      13Locked4200
      14Locked4210
      15Locked4200
      16Locked4220
      17Locked4220
      18Locked4200
      19Locked4200
      20Locked4200
      21Locked4210
      22Locked4200
      23Locked4200
      24Locked4210
      25Locked4200
      26Locked4200
      27Locked4240
      28Locked4200
      29Locked4200
      30Locked4200
      31Locked4200
      32Locked4220

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked415.53316885940



  • Rand0mBl0ke's avatar
    Rand0mBl0ke
    Joining in
    7 months ago

    And the network log:

    Time Priority Description
    10-09-2024 15:01:48warningDBC-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;
    10-09-2024 15:01:48noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 14:51:43noticeUS 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;
    10-09-2024 14:51:43warningDBC-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;
    10-09-2024 09:38:58warningDBC-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;
    10-09-2024 09:38:58noticeUS 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;
    10-09-2024 09:38:53noticeREGISTRATION COMPLETE - Waiting for Operational status
    10-09-2024 09:38:48warningRNG-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;
    10-09-2024 09:38:48warningDynamic Range Window violation
    10-09-2024 09:38:48warningDynamic Range Window violation
    10-09-2024 09:38:48warningRNG-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;
    10-09-2024 09:38:48warningRNG-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;
    10-09-2024 09:38:48warningRNG-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;
    10-09-2024 09:38:48warningDynamic Range Window violation
    10-09-2024 09:38:48warningDynamic Range Window violation
    10-09-2024 09:38:47warningREG-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;
    10-09-2024 09:38:41noticeDS 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;
    10-09-2024 09:38:40noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 09:38:34warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 09:38:32noticeHonoring MDD; IP provisioning mode = IPv4
    10-09-2024 09:38:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 09:38:09criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 09:38:08criticalCable Modem Reboot because of - Erouter Mode Change
    03-09-2024 22:08:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 22:08:28criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 22:08:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 22:08:21criticalCable Modem Reboot because of - Erouter Mode Change
    31-08-2024 21:49:43criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-08-2024 21:49:43critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-08-2024 21:45:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    27-08-2024 12:41:56criticalCable Modem Reboot because of - Reboot Timezone Change
    27-08-2024 12:41:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
     
    The reboot at 09:38 today was me switching from modem mode back to router mode. I'd previously switched in the other direction to see if that would resolve the issue but it's the same in both modes.
  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    BQM looks ok try by wire

    do BQM in modem mode to your router 

    • Rand0mBl0ke's avatar
      Rand0mBl0ke
      Joining in
      7 months ago

      Thanks for the idea - sadly I'm already wired in on one of the devices I'm having trouble on.

      If I switch to modem mode BQM shows 100% packet loss.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        7 months ago

        Hi Rand0mBl0ke 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

        We're sorry to hear about the issues you've been having 😔

        In order to discuss this with you further, 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.

        Thank you for your support Adduxi and legacy1 👍

        Regards,
        Daniel

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    You need to post the Upstream power levels as well.  

    • Rand0mBl0ke's avatar
      Rand0mBl0ke
      Joining in
      7 months ago

      No worries, here you go:

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000455120QAM 641
      143100000455120QAM 642
      23660000043.85120QAM 643
      330100000445120QAM 644
      42360000043.55120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0030
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61039.52KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2007400000000
  • nadimaj's avatar
    nadimaj
    On our wavelength
    3 months ago

    I have the exact same issue with Remote Desktop. 1GB download speeds and my Microsoft Desktop Connections (to MS's cloud) freeze randomly for anywhere between 10 s and 2 mins). During that time, everything else is working great and my colleagues connecting to the same cloud service from their computers at home also have no issues. I'm wired on my main work PC but have the same issue when wireless via another PC.