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Bad Ping/Latency when online gaming

Hi, 

I was having bad latency issues from approx. 3 weeks ago (when gaming, I was skating around the place and disconnecting)  I called Virgin, who sent an engineer and he raised a valid point that the previous engineer who had disconnected my Tivo box had left the cables plugged in, and this was likely causing noise on the network, hense the bad connection - he fixed this, replaced the cables for good measure and off he went (this was about 2 weeks ago)

The problem has persisted, I have left it thinking it will sort itself out after a while, but it hasn't. The issue happens around the same time every evening. 

I set up a BQM when I first started getting the issue:

Here is the link to the first 24h of data approximately 3 weeks ago (before engineer visit)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a96c0d87a8780e2e95321a417ca555b96533420

 Here is the link to the latest 24h of data

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a96c0d87a8780e2e95321a417ca555b96533420

 

While all this was going on, I changed my package with Virgin from their 100 D/L to their 350 D/L so accepted there may be some teething issues with changing (even though I was advised on the telephone it would be a straight forward change over) so if this is causing the issue I'd much rather go back to a stable 100 D/L.

I am happy to post anything you need data wise from my Router - I will post the latest information below this post just to pre-empt being asked for it - I can see a lot of error logs but I am not savvy enough to know what these mean.

I am getting desperate for help now every time I call the call centre I get hung up on after waiting on hold for 30 minutes, it's starting to get to me that I'm paying for fast internet to enjoy a hobby while stuck at home and it's simply un-usable between 19:00 - 00:00.

Thank you for reading, look forward to any replies and help.

Daniel 

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Re: Bad Ping/Latency when online gaming

Downstream bonded channels

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

14750000001.740256 qam37
22510000004.340256 qam15
32590000004.440256 qam16
42670000004.340256 qam17
52750000003.740256 qam18
6283000000540256 qam19
72910000003.738256 qam20
8299000000438256 qam21
93070000004.540256 qam22
103150000004.340256 qam23
11323000000440256 qam24
123710000003.440256 qam25
133790000003.540256 qam26
143870000003.240256 qam27
15395000000340256 qam28
164110000003.540256 qam29
174190000003.540256 qam30
184270000003.240256 qam31
194350000002.940256 qam32
204430000002.740256 qam33
21451000000340256 qam34
224590000002.740256 qam35
234670000002.240256 qam36
244830000001.940256 qam38



Downstream bonded channels

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

1Locked40.33113
2Locked40.32071203
3Locked40.3130120
4Locked38.6136106
5Locked40.3183103
6Locked40.3213151
7Locked40.3160150
8Locked40.914861
9Locked40.913754
10Locked40.910774
11Locked40.910027
12Locked40.3864
13Locked40.3610
14Locked40.3272
15Locked40.3240
16Locked40.3240
17Locked40.9150
18Locked40.3330
19Locked40.3180
20Locked40.9192
21Locked40.3329
22Locked40.93711
23Locked40.32711
24Locked40.3330

 

Upstream bonded channels

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

1393999743.85512064 qam2
2258000003.7512016 qam4
3325999933.85512064 qam3
4462000043.85512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Bad Ping/Latency when online gaming

Network Log

Time Priority Description

15/05/2020 22:29:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 07:26:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 07:22:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 07:22:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 07:22:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 07:22:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:27:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:27:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:07:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:06:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:06:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:06:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 03:06:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 02:41:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2020 02:41:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 13
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Re: Bad Ping/Latency when online gaming

Just to be clear - the Hub information posted is after a Pin reset about 1 hour ago. I also did one yesterday at the same time hoping there may be settings that needed to be downloaded/changed automatically.

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Message 5 of 13
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Re: Bad Ping/Latency when online gaming

Clearly the pre & post RS errors hadn't re-set after my pin re-set this evening - just going to re-post them (this is after 60-120 minutes of up time)

 

Downstream bonded channels

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

1Locked40.950
2Locked40.900
3Locked40.370
4Locked40.340
5Locked40.300
6Locked40.900
7Locked38.900
8Locked38.960
9Locked40.330
10Locked40.960
11Locked40.300
12Locked40.950
13Locked40.340
14Locked40.960
15Locked40.300
16Locked40.900
17Locked40.350
18Locked40.350
19Locked40.360
20Locked40.340
21Locked40.340
22Locked40.360
23Locked40.930
24Locked40.350
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Message 6 of 13
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Re: Bad Ping/Latency when online gaming

There's a bit too much spread on downstream power levels for my liking, but I don't know if VM admit that's a fault.  It also looks like you've got noise on your line - one of the upstream channels is dropping back to 16 QAM, and this can interfere with the hub keeping synchronised with the gear in the street cabinet.  And (since you'd recently reset your hub) you've got WAY TOO MANY errors on the downstream, and those will hit latency hard. This could be specific to your connection, or it could be an area fault affecting multiple customers - either way it is a job for the field technicians to fix.

You can try and text or phone for support, but it is a lot easier to wait (and hope) for the forum staff to pick up your post and advise.

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Message 7 of 13
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Re: Bad Ping/Latency when online gaming

Thanks for the reply. I noticed that 16 QAM too and had googled if that was an issue, I didn't mention it as I didn't know enough about it...but I've had an engineer here who identified it may be noise on the line so checked & replaced all the cables for me, which I have also double checked. I'm confident it's not that at least...good to see someone else picked up on the same thing out of all the numbers.

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Message 8 of 13
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Re: Bad Ping/Latency when online gaming

Something else I've not mentioned as it's not as much of an issue to me as the wired connection, my WiFi drops on my phone 1-5 times a day and the message on my phone is that it can't find the IP address? 

I connect to the router again manually and it works fine....I can't wait to sort the issues out there's enough going on in life without stressing about my internet connection ☹️

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Message 9 of 13
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Re: Bad Ping/Latency when online gaming

Latest 24H - update

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3369087bd0fa7aa492c7f0dd589e77683fd9ace2-16-05-2020

 

Downstream - no post RS errors which is an improvement, but latency remains absolutely shocking and Internet un-usable for online games between the normal times.

Downstream bonded channels

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

14750000001.540256 qam37
22510000004.140256 qam15
32590000004.440256 qam16
42670000003.940256 qam17
52750000004.140256 qam18
62830000004.540256 qam19
72910000003.940256 qam20
82990000003.938256 qam21
93070000004.440256 qam22
103150000004.140256 qam23
11323000000440256 qam24
123710000003.240256 qam25
133790000003.440256 qam26
143870000003.240256 qam27
15395000000340256 qam28
164110000003.440256 qam29
174190000003.440256 qam30
184270000003.240256 qam31
194350000002.740256 qam32
204430000002.740256 qam33
214510000002.740256 qam34
224590000002.740256 qam35
23467000000240256 qam36
244830000001.740256 qam38



Downstream bonded channels

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

1Locked40.3100
2Locked40.980
3Locked40.9120
4Locked40.3320
5Locked40.350
6Locked40.320
7Locked40.3130
8Locked38.980
9Locked40.950
10Locked40.3220
11Locked40.940
12Locked40.9100
13Locked40.340
14Locked40.960
15Locked40.910
16Locked40.910
17Locked40.980
18Locked40.3110
19Locked40.380
20Locked40.3110
21Locked40.350
22Locked40.360
23Locked40.350
24Locked40.3120

 

 

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Message 10 of 13
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Re: Bad Ping/Latency when online gaming

Latest 24h information:

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3bab6bc2b8b40a236a3957adc92a3248d8...


 

 

Downstream bonded channels

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

1Locked40.3210
2Locked40.3130
3Locked40.9150
4Locked40.3670
5Locked40.370
6Locked40.340
7Locked40.3170
8Locked40.390
9Locked40.9200
10Locked40.3230
11Locked40.3200
12Locked40.9130
13Locked40.390
14Locked40.380
15Locked40.320
16Locked40.350
17Locked40.3110
18Locked40.3140
19Locked40.3100
20Locked40.3140
21Locked40.390
22Locked38.9100
23Locked40.390
24Locked40.3180

 

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