on 19-07-2021 16:17
I don't know if anybody can help me. I'm playing Call Of Duty Cold War on my PS5 and seem to be a second behind everybody else in online games. The game feels jittery and I lose 90% of gun fights that I should probaly win. I have the Superhub 3, 200gb package, play wired and believe it is down to ping and latency. I pay a lot for my monthly package and am currently out of contract, and wondered if I should look elsewhere for a smoother experience or stick with Virgin to resolve or up my current speed. I don't want a new contract if nothing changes. Any advice would be greatly appreciated.
Simon
on 19-07-2021 16:26
Let's see how latency and packet loss are on your connection: Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.
on 19-07-2021 17:49
on 19-07-2021 19:08
Nope, that's your logged in view, so all we see from that link is a blank log in page for Thinkbroadband. That's why there's a "share graph" option, and using the share facility also removes your IP address which is visible on the logged in view (so don't cut and paste that).
on 19-07-2021 20:00
https://www.thinkbroadband.com/broadband/monitoring/quality/share/89317ea2c8a592c224b690583cc62473f8ba03af
on 19-07-2021 20:20
That's the one! Good news, it's not an over-utilisation fault, so chances of getting it fixed are reasonable. Bad news, it looks like an intermittent fault, so it may not be a quick fix unless we/you/field techs get lucky.
Next step: Connect to the hub by clicking on this link http://192.168.0.1/ (so long as you're not in modem mode). That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 19-07-2021 20:30
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 499000000 | -1.2 | 40 | 256 qam | 32 |
2 | 203000000 | 3 | 40 | 256 qam | 9 |
3 | 211000000 | 2.5 | 40 | 256 qam | 10 |
4 | 219000000 | 2.7 | 40 | 256 qam | 11 |
5 | 227000000 | 2.2 | 40 | 256 qam | 12 |
6 | 235000000 | 2.2 | 40 | 256 qam | 13 |
7 | 243000000 | 2 | 40 | 256 qam | 14 |
8 | 251000000 | 2.2 | 40 | 256 qam | 15 |
9 | 259000000 | 2.2 | 40 | 256 qam | 16 |
10 | 267000000 | 1.9 | 40 | 256 qam | 17 |
11 | 275000000 | 2.2 | 40 | 256 qam | 18 |
12 | 283000000 | 1.9 | 40 | 256 qam | 19 |
13 | 291000000 | 2 | 40 | 256 qam | 20 |
14 | 299000000 | 2.4 | 40 | 256 qam | 21 |
15 | 307000000 | 2 | 40 | 256 qam | 22 |
16 | 315000000 | 2.2 | 40 | 256 qam | 23 |
17 | 323000000 | 2 | 40 | 256 qam | 24 |
18 | 443000000 | 0 | 40 | 256 qam | 25 |
19 | 451000000 | -0.5 | 40 | 256 qam | 26 |
20 | 459000000 | -0.2 | 40 | 256 qam | 27 |
21 | 467000000 | -0.5 | 40 | 256 qam | 28 |
22 | 475000000 | -0.4 | 40 | 256 qam | 29 |
23 | 483000000 | -1 | 40 | 256 qam | 30 |
24 | 491000000 | -1.2 | 38 | 256 qam | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 637 | 2455 |
2 | Locked | 40.3 | 543 | 2316 |
3 | Locked | 40.9 | 528 | 2781 |
4 | Locked | 40.9 | 534 | 2507 |
5 | Locked | 40.9 | 599 | 2633 |
6 | Locked | 40.3 | 614 | 2739 |
7 | Locked | 40.3 | 820 | 2845 |
8 | Locked | 40.3 | 567 | 2589 |
9 | Locked | 40.3 | 541 | 2757 |
10 | Locked | 40.3 | 620 | 2668 |
11 | Locked | 40.9 | 592 | 2698 |
12 | Locked | 40.3 | 656 | 2556 |
13 | Locked | 40.3 | 653 | 2642 |
14 | Locked | 40.3 | 643 | 2815 |
15 | Locked | 40.3 | 698 | 2442 |
16 | Locked | 40.9 | 688 | 2456 |
17 | Locked | 40.3 | 683 | 2717 |
18 | Locked | 40.3 | 671 | 2415 |
19 | Locked | 40.9 | 692 | 2168 |
20 | Locked | 40.3 | 705 | 2398 |
21 | Locked | 40.3 | 656 | 2241 |
22 | Locked | 40.3 | 679 | 2178 |
23 | Locked | 40.3 | 610 | 2298 |
24 | Locked | 38.9 | 703 | 2272 |
on 19-07-2021 20:31
1 | 46200004 | 46.8 | 5120 | 64 qam | 1 |
2 | 25800000 | 45.3 | 5120 | 64 qam | 4 |
3 | 32600026 | 46.8 | 5120 | 64 qam | 3 |
4 | 39400000 | 46.8 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 19-07-2021 20:32
Network Log
Time Priority Description
19/07/2021 12:07:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:07:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/07/2021 12:07:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 17:03:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/07/2021 08:01:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/07/2021 03:50:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:19 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 22:38:36 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 22:29:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 22:28:23 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 19:16:45 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 19:16:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 12:55:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:45:9 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 09:45:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 09:18:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/07/2021 01:25:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
09/07/2021 02:12:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/07/2021 22:46:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 19-07-2021 21:13
Network log is poor, there's too many downstream post-RS errors, and the downstream power levels look to me to have an unhelpfully wide range. I'll mark this for the forum staff to comment. Could be an area fault, or something unique to your cable.