1gig, hub 5, unusable for online gaming, packet loss and latency issues

[JuicyGoomba]

Hello,

I've been with Virgin for almost 4 years now, as they are unfortunately the only provider nearby that does high speed broadband.

I say unfortunately, because I have nothing but issues both with dropouts and online gameplay since joining Virgin. The Hub 3 and Hub 4 were both awful even in modem mode and contributed their fair share towards the issues. I've recently managed to get upgraded to the Hub 5, but aside from the dropouts being fixed, the issues with latency and packet loss continue.

Online gaming is virtually impossible now. Even when the latency is good, I get constant packet loss varying from 1%-5%. 1% is noticeable, especially on competitive games, and 5% is just a waste of time. I setup a BQM a couple of days ago along with the Hub 5, the connection seemed relatively stable for the first day outside of a single large latency spike, but the packet loss could still be seen. As the days have gone by, the packet loss has only increased in number and frequency, as has the latency issues.

My current network setup is as barebones as can be. I previously had the Hub 4 in modem mode, connected to a Nest Wifi router as it was noticeably more reliable for everything. I've since been trialing the Hub 5 as the only router, and all I have connected to it is 2x phones via wifi, 1x Fire Stick by ethernet, and 2x PCs by ethernet. In fairness to the Hub 5, it is actually capable of functioning as a decent router, and is comparable to the Nest Wifi in performance (likely helped by no longer using the god awful Intel Puma chip in the Hub 3/4).

I figured only having the Virgin router and a barebones setup would at least help with finding the issues here. The packet loss is just as bad as with the Hub 3/4, as is the latency spikes. As I said before, the only improvement so far is that I don't have dropouts as far as I can see. The Hub 4 in modem mode still required an almost daily power cycle to maintain some degree of stability.

I have shared the BQM below. I'm currently debating switching to BT's slow copper FTTC for the sake of making online gameplay usable. I play a lot of competitive shooters, and it is literally killing me. Even online coop games were unplayable with the Hub 4 due to the dropouts. My neighbour is 3 doors down connected to the same line, and he has all of the same issues.

I've tried all the usual fault reporting processes via the My Virgin area, but the whole process is as useless as it is frustrating.

I have also attached my logs from the router below as well, if that helps.

Spoiler

Upstream:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	43	5120	QAM 64	1
1	43100000	42	5120	QAM 64	2
2	36600000	41.5	5120	QAM 64	3
3	30100000	41	5120	QAM 64	4
4	23600000	41	5120	QAM 64	5

Upstream bonded 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

Spoiler

Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330000000	3	42	QAM 256	25
2	138000000	6.9	43	QAM 256	1
3	146000000	6.7	43	QAM 256	2
4	154000000	6.4	43	QAM 256	3
5	162000000	5.8	43	QAM 256	4
6	170000000	5.6	43	QAM 256	5
7	178000000	5.5	43	QAM 256	6
8	186000000	5.5	43	QAM 256	7
9	194000000	5.6	43	QAM 256	8
10	202000000	5.3	43	QAM 256	9
11	210000000	5.2	43	QAM 256	10
12	218000000	4.3	42	QAM 256	11
13	226000000	3.2	42	QAM 256	12
14	234000000	3	42	QAM 256	13
15	242000000	2.8	42	QAM 256	14
16	250000000	2.7	42	QAM 256	15
17	258000000	2.7	42	QAM 256	16
18	266000000	2.6	42	QAM 256	17
19	274000000	2.6	42	QAM 256	18
20	282000000	2.6	42	QAM 256	19
21	290000000	2.7	42	QAM 256	20
22	298000000	2.7	42	QAM 256	21
23	306000000	2.7	42	QAM 256	22
24	314000000	2.8	42	QAM 256	23
25	322000000	2.9	42	QAM 256	24
26	338000000	3.2	43	QAM 256	26
27	346000000	3.1	43	QAM 256	27
28	354000000	2.7	42	QAM 256	28
29	362000000	2.4	42	QAM 256	29
30	370000000	2.1	42	QAM 256	30
31	378000000	1.9	42	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	42	12705	0
2	Locked	43	1522	0
3	Locked	43	1947	0
4	Locked	43	1912	0
5	Locked	43	2770	0
6	Locked	43	6614	124
7	Locked	43	3360	0
8	Locked	43	3149	0
9	Locked	43	3123	0
10	Locked	43	2718	0
11	Locked	43	3617	0
12	Locked	42	3370	0
13	Locked	42	3967	0
14	Locked	42	4525	0
15	Locked	42	5927	0
16	Locked	42	6581	0
17	Locked	42	7539	0
18	Locked	42	7913	0
19	Locked	42	7187	0
20	Locked	42	8266	0
21	Locked	42	10488	0
22	Locked	42	13910	0
23	Locked	42	13019	0
24	Locked	42	11273	0
25	Locked	42	12152	0
26	Locked	43	15691	0
27	Locked	43	14751	0
28	Locked	42	18280	0
29	Locked	42	20581	0
30	Locked	42	25315	0
31	Locked	42	33029	0

Spoiler

Router network log for today:

Time Priority Description

13-03-2023 16:12:36	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;
13-03-2023 16:12:36	notice	US 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;
13-03-2023 15:35:26	notice	US 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;
13-03-2023 15:35:26	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;
13-03-2023 15:35:23	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57	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;
13-03-2023 14:52:57	notice	US 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;
13-03-2023 13:49:29	notice	US 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;
13-03-2023 13:49:29	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;
13-03-2023 13:42:13	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;
13-03-2023 13:42:13	notice	US 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;
13-03-2023 13:11:43	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;
13-03-2023 13:11:43	notice	US 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;
13-03-2023 13:08:58	notice	US 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;
13-03-2023 13:08:58	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;
13-03-2023 12:43:13	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;
13-03-2023 12:43:13	notice	US 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;
13-03-2023 12:12:45	notice	US 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;
13-03-2023 12:12:45	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;
13-03-2023 11:12:55	notice	US 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;
13-03-2023 11:12:55	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;
13-03-2023 10:16:46	notice	US 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;
13-03-2023 10:16:46	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;
13-03-2023 09:14:06	notice	US 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;
13-03-2023 09:14:06	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;
13-03-2023 08:26:01	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;
13-03-2023 08:26:01	notice	US 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;
13-03-2023 06:24:52	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;
13-03-2023 06:24:52	notice	US 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;
13-03-2023 06:14:45	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;
13-03-2023 06:14:45	notice	US 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;
13-03-2023 05:08:19	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;

[lokesjkfdv]

I assume that the power used by BT's ONT is around the same. It's unfortunate that these can't merely be powered by the Ethernet cable that plugs into the router to avoid using a plug.