Recently, we have noticed a lot of 'lag' in games, and so created a broadband monitor to try and ascertain what's going on:-
It would appear from the monitor results that the average latency is 22-23ms with huge spikes throughout, surely this cannot be right?
A BQM like this usually indicates a high degree of contention on VM's local network and unfortunately there is little you can do about this.
But it would be helpful if you could copy the Hub data here so that we can see if there is anything obviously wrong with your individual connection. Post it as text data, not as screen shots.
Thanks for your input jpeg, do you just need to see the connection stats below?
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 203000000 Locked
Ranged Upstream Channel (Hz) 60300000 Locked
Provisioning State Online
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5.5 40 256 qam 9
2 211000000 5.5 38 256 qam 10
3 219000000 5.6 40 256 qam 11
4 227000000 5.5 40 256 qam 12
5 235000000 5.3 40 256 qam 13
6 243000000 5 40 256 qam 14
7 251000000 4.8 40 256 qam 15
8 259000000 4.5 40 256 qam 16
9 267000000 4.5 40 256 qam 17
10 275000000 4.5 40 256 qam 18
11 283000000 4.3 40 256 qam 19
12 291000000 4.5 40 256 qam 20
13 299000000 4.4 38 256 qam 21
14 307000000 4.1 40 256 qam 22
15 315000000 4 40 256 qam 23
16 323000000 4.5 40 256 qam 24
17 331000000 4.6 38 256 qam 25
18 339000000 4.6 38 256 qam 26
19 347000000 4.5 38 256 qam 27
20 355000000 5 40 256 qam 28
21 363000000 4.9 40 256 qam 29
22 371000000 4.9 40 256 qam 30
23 379000000 4.9 38 256 qam 31
24 387000000 4.8 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 31 0
2 Locked 38.9 33 0
3 Locked 40.9 33 0
4 Locked 40.3 35 0
5 Locked 40.9 47 0
6 Locked 40.3 65 0
7 Locked 40.3 62 0
8 Locked 40.3 68 0
9 Locked 40.3 57 0
10 Locked 40.3 73 0
11 Locked 40.3 53 0
12 Locked 40.9 93 0
13 Locked 38.9 58 0
14 Locked 40.3 102 0
15 Locked 40.3 126 0
16 Locked 40.3 97 0
17 Locked 38.9 89 0
18 Locked 38.9 94 0
19 Locked 38.9 88 0
20 Locked 40.3 90 0
21 Locked 40.9 80 0
22 Locked 40.3 72 0
23 Locked 38.9 94 0
24 Locked 40.3 64 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 34.5 5120 64 qam 6
2 23600000 35 5120 64 qam 12
3 53700000 34.5 5120 64 qam 7
4 39400000 34.8 5120 64 qam 9
5 46200000 34.5 5120 64 qam 8
6 32600000 35 5120 64 qam 10
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
6 ATDMA 0 0 1 0
General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060-b.cm
Primary Downstream Service Flow
SFID 57682
Max Traffic Rate 287500061
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 57681
Max Traffic Rate 27500061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
There's nothing very unhealthy there. A couple of T3 Timeouts but nothing to suggest that anything on your side of the Hub is causing your problems. This looks to me that VM has connected too many customers locally and they are heavily using their connections perhaps upstreaming.
Let's see what others say.
Thanks again for your feedback Jpeg.
I sincerely hope that something can be done otherwise we will have to change providers, it was unplayable at times last night 😞
What does one need to do around here to get some sort of response or even acknowledgement of the issue from VM staff?
This is a Community based forum and not a direct line to VM as such. It can take a few days for a VM Mod to pick up new threads. Bumping threads just puts you to the bottom as the Mods read them from the oldest first. They will get to you soon I's sure.
Cheers Adduxi, I appreciate your input however, as I'm sure you can appreciate it's incredibly frustrating and disappointing to be paying for a service that at present is not fit for purpose.
Ordinarily, I would just contact customer services, but I know from past experience with VM that will get me nowhere so this is currently my only option.
Fingers crossed VM staff notice this before I completely run out of patience and ditch the service.
Live Graph:-
@John_GS No, everything is not sorted, we still have incredibly high latency whilst gaming.
Sorry to hear you're still experiencing the issues MDurham, we have taken another look at your connection and equipment and everything is showing in the ranges and spec's we'd expect to see. The speeds are consistent at 258mbps download and 26mbps upload, latency is showing as 15ms also. Bearing in mind these are to the Hub so how you're connecting from there to the device could be an issue.
You have mentioned it is during gaming, is it during all games or specific ones? What device are you gaming on? How is it connected to your network? Is it multiplayer? Is it dedicated servers or does it use a host system?
If you can provide us some more details as above we may be able to help further.
Rob
Everything is wired over gigabit ethernet, and there is no issue with my local network. The router is in router mode with a single CAT6 cable running to my switch in the attic, which distributes ethernet around my home. I have checked that the switch is performing as expected by connecting my PC directly to the VM hub which makes no difference whatsoever.
I mainly play DayZ and occasionally some other co-op shooters, and there is no issue with the servers I play on. Last night I had an average ping of over 60ms to the server, whilst my friend (on BT FTTP) had a ping of 3ms!
I am not sure why you are stating that my average ping is 15ms, in the BQM graphs provided it is consistently above 20ms. If you are in fact stating that my connection is behaving as expected, please be very clear about that so that I can make an informed decision regarding switching providers.
cheers
M
That's interesting @Robert_P. According to the BQM, the minimum latency looks about 25mS, and it's often much higher than that.
so, a small update..
After calling to cancel my service I ended up speaking with a tech who advised that they had identified interference on the WAN side of my connection. A Technician is visiting tomorrow 🤞
Looking forward to hearing the result!
Apparently my Hub 3 was faulty (or just not up to the task).
Results from Hub 5:
The large spike around 07:30 today was from me upgrading my package 😊
There is a bit of packet loss from 22:00 to midnight on that BQM as well. I would be keeping an eye on things for a while yet.
