Today my broadband has been really unstable. I've noticed it while gaming. It works to browse internet or watch online video, but when gaming it jutters every 15 seconds or so.
I think it is packet loss, i've switched from a TP link to a wired connection and its still happening, making gaming unplayable online. Any advice on how to fix this? Internet has been fine for almost 1 year, nothing changed here. Hub is only 1 year old. ISP tests seem normal, 350mb Download, 26 ping and 41 download latency.
For reference it happens on any game i play online so it cant be a specific server issue.
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 “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
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK https://www.thinkbroadband.com/broadband/monitoring/quality
What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level?
Adding to this (and cross posting) as seeing similar for past two days (10 and 11 Nov). Packet loss to Azure/msn.net for PUBG on PC. Measured packet loss was ~14%, varies in game and results in network lag reported in game.
Tested on the Xbox after seeing this, that is reporting similar levels of packet loss on the connection test.
Destination address at time of testing was 20.218.127.109
The connection seems to degrade between telw-ic-5-ae0-0.network.virginmedia.net (62.253.174.186) and virginmedia.ier03.lon32.ntwk.msn.net(104.44.14.51).
Tested briefly by tethering my PC to my mobile phone and the connection was much improved, albeit taking a different route.
My broadband connection seems to have been stable, the dropped packets in this case are reboots of the hub.
Network Log
Time Priority Description
11/11/2023 18:28:43 notice LAN login Success;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 16:33:45 notice LAN login Success;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:46 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:22 critical Ranging Request Retries exhausted;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:50:38 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
09/11/2023 16:14:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
06/11/2023 16:57:0 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
06/11/2023 04:14:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 21:12:38 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 16:14:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 03:17:15 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
01/11/2023 16:03:57 Warning! RCS Partial Service;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
30/10/2023 04:14:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
29/10/2023 07:00:0 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
26/10/2023 16:14:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
26/10/2023 15:49:45 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
23/10/2023 04:14:17 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 02:06:3 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
I'm a MSFT engineer. I found that Virgin Media traffic is having issues with all Azure-hosted properties as part of an xCloud investigation here: https://www.reddit.com/r/xcloud/s/MKFoPbe9Kj
I've escalated this issue internally with the right people. Will post an update once it's resolved.
Issue impacting Virgin Media users in the UK is FIXED as of 30 minutes ago! Thanks again to everyone that helped report this problem and provided us with the info that we needed to push for resolution.
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with your internet connection. Checking things this end, there are no open faults in the area however your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
