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Area 03: high jitter and packet loss almost all the time

Hi Virgin community,

For the past month-and-a-half I've been experiencing high signal packet loss and jitter while playing online games. The issue tends to resolve only very late in the evening so I'm stuck with a frustrating experience throughout most of the day 😫, even though my gaming only uses a tiny fraction of the total M200 bandwidth (about 50 kilabytes per second), and I don't do any heavy downloading while playing so there should be no choke.

The service used to work flawlessly when I first joined last March. Even tethering from my phone on 4G gives me a more stable signal, despite a somewhat higher ping.

Both my gaming PC as well as my secondary media PC are connected to the router via ethernet cables and I've tried various things without luck:

  • Rebooting the router
  • Resetting the router
  • Running a test through Virgin's portal
  • Testing 5E/6A cables of various length between my computers.
  • Using a USB wi-fi adapter
  • Using the Hub3 in a modem mode with a good third-party router (D-Link DIR-2660)
  • Pausing downloads on all other devices and disconnecting everything non-essential from the network

When the lag happens, it's very evident from the bumpy curves I get on ping-test.net; doesn't matter what computer I test it on.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
60300034
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

12990000009.937256 qam21
213900000011.137256 qam5
31470000001137256 qam6
415500000010.937256 qam7
51630000001137256 qam8
617100000010.537256 qam1
717900000010.537256 qam2
818700000010.437256 qam3
919500000010.337256 qam4
102030000001037256 qam9
112110000009.937256 qam10
122190000009.937256 qam11
132270000009.837256 qam12
142350000009.937256 qam13
152430000009.537256 qam14
162510000009.537256 qam15
172590000009.137256 qam16
182670000009.337256 qam17
192750000001037256 qam18
202830000001037256 qam19
212910000001037256 qam20
223070000009.637256 qam22
233150000009.537256 qam23
243230000009.537256 qam24



Downstream bonded channels

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

1Locked37.640
2Locked37.670
3Locked37.650
4Locked37.600
5Locked37.360
6Locked37.600
7Locked37.600
8Locked37.350
9Locked37.640
10Locked37.350
11Locked37.350
12Locked37.650
13Locked37.340
14Locked37.350
15Locked37.600
16Locked37.350
17Locked37.600
18Locked37.300
19Locked37.330
20Locked37.360
21Locked37.350
22Locked37.660
23Locked37.660
24Locked37.350

 

Upstream bonded channels

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

1603000343.725512064 qam1
2394000513.525512064 qam4
3461999763.575512064 qam3
4537000483.725512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Area 03: high jitter and packet loss almost all the time

Network Log

Time Priority Description

05/05/2020 21:02:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 05:28:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 05:28:40ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 20:41:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 13:50:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 11:55:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 17:08:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 23:31:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 11:42:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 20:50:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 19:09:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 01:52:51ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 10:53:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 05:10:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 05:10:47ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 04:23:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 04:13:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 02:02:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 00:13:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 16:37:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Area 03: high jitter and packet loss almost all the time

Your downstream power levels are too high.

Ive flagged for staff to pick up.

You will likely need an engineer out unless you got a forward path attenuator in the 6dbv range sitting around.

 

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Re: Area 03: high jitter and packet loss almost all the time

Good Morning,

 

Thanks for your post on our Community Forums

 

I've looked at your account and can see that the downstream is on the high side.

 

However I can also confirm that we're currently experiencing congestion in the local area that has been running from 1st of May and will be running 15th of July.

 

Can you please tell me how long has has this been going for?

 

Kindest regards,

 

David_Bn

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Re: Area 03: high jitter and packet loss almost all the time

Hi, thanks for getting back to me.

I started noticing the issue around early April, which I appreaciate is attributed to the quarantine, though I would have thought that there would be measures to restrict heavy downloaders/streamers so as not to affect the general quality of service because usually this kind of lag happens when you're playing a game and at the same time uploading or downloading something at full speed, right?

Just to add a bit more context, I'm renting the place, and there was already a wall box installed at the entrance, along with a roughly 18 meter extension cable leading to the living room (going across the stairs and around two door frames). Connecting the router directly to the wall box using the supplied short cable seems to have made no difference and is not really an option as the actual flat is above the entrance.

I found two spare cables in the flat:

  • A female to male splitter which I guess is if you have a phoneline.
  • A male to male attenuater of some sorts with with a crooked end, coming directly out of the wall. This might belong to the satellite dish installed on the other side of the wall, so probably not Virgin?

IMG_20200508_131155.jpg

Thanks!

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Re: Area 03: high jitter and packet loss almost all the time

Thank you for your reply KP-11.

 

I have double checked the issue and although I appreciate your problem started prior to the outage, as we have now identified a fault in the area raising a request for a technician would not be actioned. I am afraid even if we booked the appointment from our side it would be cancelled ahead of the visit as there is a known fault. 

 

We of course hope that this issue can be resolved as soon as possible and sincerely apologise for any inconvenience caused. 

 

 

 

 

Nat
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Re: Area 03: high jitter and packet loss almost all the time

Thanks for the update Nat,

One thing I didn't understand was what David_Bn meant when he said high utilisation will be there till 15 July; is that when the fault is planned to be fixed, or something else?

I'll see how it goes. Today hasn't actually been that bad but I remember there were many occasions when I would get frustrating lag every 20-30 seconds.

Thanks

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Re: Area 03: high jitter and packet loss almost all the time

Hi KP-11,

 

So yes, the date given is an estimation of when the congestion is likely to be cleared. 

 

Glad to hear things were better yesterday, if there's anything else you may need just give us a nudge.

 

Kind regards,

 

Beth

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