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Constant disconnects, high latency and lag spikes. Huge packet loss!

Where to start...

So I have been having this issue ever since I have had a SuperHub 3, but the issue has got progressively worse and worse to the point I have told Virgin cancellation department to cancel my service. I've absolutely had enough but I come here in the hopes that someone can sort this out, because I'd rather not leave but Virgin are giving me absolutely no choice. To say that the tech department are useless is an understatement, none of them have a clue what they are talking about. I knew more than the manager I was talking to and proceeded to tell him to do one. Understandable considering that I have been passed around constantly to people who have no idea what they are talking about. Even the Engineer they sent out couldn't wait to leave and assured me they would monitor my network and get back to me, but that never happened. I made a complaint, still haven't heard a response to that either. 

Apparently that engineer said there was no issues? Really? So he could tell that from just looking at power levels? That is all he did, then proceed to fit an attenuator to the back of my router because the power levels were slightly out without one, which I already knew and already had one on the back. He said he would put a lower one on, which made absolutely no difference to internet quality but I guess he had to appear to do his job.

I have huge latency spikes and packet loss with frequent disconnects of the internet. I cannot do anything with my internet anymore. I lag out of every game I go into, to the point I don't even bother trying to game anymore. Nobody at Virgin wants to help me or even admit there is an issue and everywhere I read, I see people having the same issue and it all comes down to the SuperHub 3 being pure garbage. The puma bug obviously hasn't been rectified and it isn't any surprise. You cannot fix a hardware issue with a software patch.

I have many graphs from BQM that show packet loss throughout the day, with some periods of 100% packet loss for hours on end because the SuperHub 3 stops responding to ping requests, another flaw it has. You can see from the graphs that it has huge latency spikes as well. I have also done numerous packet loss tests, which all show an issue with my internet. The last resort is to buy a separate router and run that router into the SuperHub 3 using modem mode, which many say fixes the issue.

So basically I have had to fork out my own money to attempt to fix an issue that Virgin should be fixing, but they simply won't because according to the 'experts' on the other end, they see no issue. Sometimes I wonder if these people even know how to do their jobs or just recite scripts in front of them.

I've had enough. I'm currently in the process of making a formal complaint through CISAS for reimbursement and if needed legal action because I simply refuse to pay this months last bill for a service which isn't fit for purpose.

Below is a graph from BQM. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cfe29be9c7342d8f5e377a5823e45bf307...

I have many more graphs I can show, but the situation gets no better in them. 

I have had this issue before, and the engineer replaced the SuperHub 3 and all the wires. The issue was never rectified, but I was tired of dealing with Virgin as I had real life issues at hand that were more important. I have put up with this for long enough. Ever since I upgraded to 300Mb and had that SuperHub 3, I have had nothing but issues. I wish I could go back to SuperHub 2 and a lower speed internet, because at least it worked.

I have another engineer coming out tomorrow who will be unable to help other than replacing the SuperHub 3 for the third time in a row, which will just have the same issues. A simple Google search shows the issue is widespread, and I am not the only victim of this issue. What is even more shocking is how Virgin haven't done anything to rectify the issue but instead have just brushed it under the rug. I guess they think they are somehow untouchable considering no other ISP is close to the speed they are right now.

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Message 2 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Can we park VM's abysmal customer service for now?  Most of us know full well how poor it is, but if you're taking out your anger with VM as an inept  corporation on the hapless employees, then you're not going to get them to try too hard.  Anyway, I'm not an employee, nor an advocate of VM's customer service (I got a polite warning about one of my posts here the other day), but let's see what we can do to help.

The Puma chipset bug was fixed better part of two years ago (if you search older posts you'll eventually find both "before" and "after" BQMs that evidence that, but I suggest you take it on trust).  Your BQM does show latency spikes, but more importantly are the small red spikes at the top - your connection is repeatedly losing packets, and that (as you are finding out) is a bad thing.  The Hub 3 is a mediocre device, but it can work reliably.  So there's something more at issue with your connection than the hub.  Even if you could go back to a SH2ac, that would probably makes things worse as it uses fewer channels, and as a general rule that makes any problems worse.

So I suggest you connect to your hub, don't log in, click on Check Router Status, and post the contents of the Downstream, Upstream, and Network logs tabs here.  Let's see if the power levels, SNR and error performance is OK, and whether the network logs shows timeouts or loss of synch errors?  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

An engineer came and told me what I have already been told. Other than some power levels being slightly high, there is nothing wrong on my end. He sorted the power level issue by applying an attenuator. I am getting sick and tired of virgin refusing to admit this is an issue. Just a quick look on the forums under gaming shows I am not the only one with this issue. It isn't just affecting my gaming, its affecting everything I do on the web. Even surfing the web can suddenly stop working and pages will suddenly not load or streaming will suddenly start buffering. It happens intermittently, sometimes its down and back up right away, other times it can last for 15-20 seconds.

I have had enough. I spent £160 of my own money on buying a router that everyone said was great and that by running the hub in modem mode with this router it could fix my issues and it hasn't done anything. I have rebuilt my PC in the time I was having these issues, so it isn't a hardware issue and I don't want to hear it. Every single device connected to our network suffers the same loss in connection, and a simple look at the routers logs shows constant errors which I am shocked the engineer/s didn't comment on.

This is a network related issue and virgin don't seem to give a damn. So I am phoning back up tomorrow and making sure my cancellation request is going through. Screw this, I would rather take the speed hit and go with BT and have a stable working internet than deal with this crap any longer.

Here is the info your requested, not that I think it will do any good. If an engineer cannot see an issue, why would anyone else?

Downstream bonded channels

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

11870000007.538256 qam7
21950000007.640256 qam8
32030000007.538256 qam9
42110000007.338256 qam10
5219000000740256 qam11
62270000006.938256 qam12
72350000006.338256 qam13
82430000006.438256 qam14
92510000006.838256 qam15
102590000007.138256 qam16
112670000007.538256 qam17
122750000007.638256 qam18
132830000007.940256 qam19
14291000000838256 qam20
152990000008.338256 qam21
16307000000840256 qam22
173150000008.540256 qam23
183230000008.540256 qam24
193790000008.338256 qam25
203870000008.138256 qam26
213950000008.138256 qam27
224030000008.538256 qam28
234110000008.938256 qam29
244190000008.838256 qam30



Downstream bonded channels

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

1Locked38.96061
2Locked40.32661
3Locked38.911384
4Locked38.97510
5Locked40.35240
6Locked38.95410
7Locked38.94960
8Locked38.95510
9Locked38.91820
10Locked38.93030
11Locked38.9920
12Locked38.91000
13Locked40.3910
14Locked38.91330
15Locked38.61380
16Locked40.31340
17Locked40.31110
18Locked40.32070
19Locked38.629950
20Locked38.650690
21Locked38.969710
22Locked38.989970
23Locked38.9115900
24Locked38.9162870

 

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Message 4 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000004.675512064 qam2
2393999464.55512064 qam4
3461999734.625512064 qam3
4602999574.725512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
01/01/1970 00:02:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:32criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2019 08:56:27noticeSW Download INIT - Via Config file
24/12/2019 08:59:13ErrorDisruption during SW download - Power Failure
24/12/2019 08:59:17noticeSW Download INIT - Via Config file
24/12/2019 08:59:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2019 09:01:12noticeSW download Successful - Via Config file
24/12/2019 10:25:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 05:36:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 06:18:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 21:02:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 10:24:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 10:32:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 12:28:42ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2019 10:49:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2020 14:41:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2020 19:58:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2020 00:48:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2020 10:55:32ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

HI brummyuk,

 

Thank you for your post. I'm sorry to hear you're having issues with your broadband. 

 

I have ran some checks from my side and am unable to see any issues at this current point in time. 

 

Are you still having this issue?

 

^Martin

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Message 6 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Yes. Intermittent cutout of my internet which lasts anywhere between a couple of seconds to half a minute. Web browsing, gaming, streaming are all affected and it's been going on now for months. Wires changed, super hub changed, brand new router I purchased myself just to try and solve the issue. Nothing. Multiple computers, iPads etc all have the issue.

It happens randomly and without warning and is enough to make gaming a complete nightmare as I have constant anxiety of if I am even going to be able to complete the game I'm playing without being disconnected.

Virgin refuse to acknowledge the issue and I am done battling with them. Just from reading this forum alone I can see I am not the only person having issues like this. I'll take my business elsewhere as the Virgin network clearly can't cope with these high speeds.

Absolutely no point in having 350mbps if it is unstable to the point it's not fit for purpose.
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Message 7 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Hi, thanks for coming back to us. I am sorry to hear this is continuing for you.

 

I've ran checks today on your modem, the service coming into the property and no issues are found.

 

Please can you set up a Broadband Quality Monitor for me and then post me the results? 

 

To do this click here

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 8 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Same thing is happening to me. 350mbps broadband package hard wired to the ps4. Constant lag spikes that makes gaming unplayable had an engineer around twice and everythink is ok. it's just exhausting! I'll give it one more attempt with virgin If to no avail I'm leaving this ISP.

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Message 9 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Hi Bradley, 

Thanks for using the forums to get this answered, I am sorry there is an issue with your internet. I'll be happy to have a look at it for you. 

I'm just going to send you a PM now as I can't find your services using the info that's on your Forum profile, after this I'll be able to do a health check on your service. 

Speak soon. 

Megan_L

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Message 10 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss!

Hi Bradley1995,

Thanks for giving me that information in our PM, I was able to find your account and have a look into whats happening with your services. 

Unfortunately there is little I found in way of major faults issues, your HUB is working fine, however your WIFI is having slight signal issues. 

Can I ask if you've ever used the Connect App to see if boosters would help cambat any black zones in your home?

Also, could I ask you do to a wired speed test on a laptop/PC using this link here please? Let me see what speeds you're getting from it. 

Thanks,

Megan_L

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