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Ollie1997
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Message 1 of 14
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Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

5 weeks ago I was gaming and video conferencing very happily, no issues with the Virgin Media Superhub 3.0 whatsoever. 

September rolls around and i've had umpteen different issues in online games / VoIP calls and Video Conferences. 

VoIP calls: Colleagues complain that I sound like a robot. 
Video Conferences: Audio quality for the person i'm calling is poor and the connection will frequently switch to "Connecting..."
Gaming: Very very severe ping spikes lasting around 25 seconds approximately every 3-5 minutes. (during which time my online character is completely uncontrollable and vulnerable to being killed in-game).

So far I have tried. 

- 1x new Powerline adapter (completely wired is not an option)
- 1x old Powerline adapter (that has worked consistently for years)
- Factory resetting Virgin Hub 3.0 (approximately 7 times) 
- Re-booting the Hub
- Disabling the 5.0Ghz band
- Re-enabling the 5.0Ghz band
- Disabling Channel optimization and manually selecting channel based off Wi-Fi Analyser's charts
- Experimented with 8.8.8.8, 8.8.4.4 & 1.1.1.1 & 1.0.0.1 DNS configs on my devices. 
- Reverted all devices back to auto DNS.

Nothing has worked to improve the stability of my internet connection.

I am very frustrated and would like some assistance as soon as possible, I could be wrong, but have a feeling that the Superhub 3.0 is on it's way out, I see no other reason why it would've been performing acceptably 5 weeks ago, but now it's performance is poor.

Please can you send me another one free of charge so I can eliminate this as the issue? 

I setup a BQM this morning (as advised by someone on Reddit) - I have not re-booted the router at all today. 
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3ca5085b3828de3c7fd360c413e015084... 

DSL Reports:

DSL reports.png


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Andrew-G
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Message 2 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

It is possible, but very unlikely that the hub is faulty and causing your problems.  The symptoms you describe and the small BQM trace indicate a severe noise problem, and you'd be better off posting the hub's status data for Downstream, Upstream and Network log in replies here as text, not screenshots.  When we've seen those we can comment and suggest next steps.  

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Message 3 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Hello Andruser, 

Thank you for the quick response! 
Please see logs as requested (below) 

Status

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
60300122
Locked
Provisioning State
Online


Downstream
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 -16.5 28 256 qam 1
2 147000000 -11.4 32 256 qam 2
3 155000000 -7.9 34 256 qam 3
4 163000000 -4.5 36 256 qam 4
5 171000000 -3.5 36 256 qam 5
6 179000000 -2.4 37 256 qam 6
7 187000000 -1.7 37 256 qam 7
8 195000000 -1.9 37 256 qam 8
9 203000000 -1.7 37 256 qam 9
10 211000000 -1.2 37 256 qam 10
11 219000000 -1 37 256 qam 11
12 227000000 -0.5 37 256 qam 12
13 235000000 0 38 256 qam 13
14 243000000 0 37 256 qam 14
15 251000000 0.2 37 256 qam 15
16 259000000 0.5 37 256 qam 16
17 267000000 0.7 38 256 qam 17
18 275000000 0.7 38 256 qam 18
19 283000000 0.7 37 256 qam 19
20 291000000 1 37 256 qam 20
21 299000000 1 37 256 qam 21
22 307000000 0.7 37 256 qam 22
23 315000000 0.9 37 256 qam 23
24 323000000 0.9 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 28.3 69823950 152500
2 Locked 32.2 652929 85488
3 Locked 34.9 33073 62820
4 Locked 36.6 35339 34895
5 Locked 36.6 37148 26085
6 Locked 37.3 34998 20195
7 Locked 37.6 35251 15230
8 Locked 37.6 32925 11981
9 Locked 37.6 30939 10012
10 Locked 37.3 26940 8234
11 Locked 37.3 19346 7489
12 Locked 37.6 14558 6628
13 Locked 38.6 9960 7456
14 Locked 37.6 7468 7134
15 Locked 37.6 5903 6186
16 Locked 37.6 4734 5254
17 Locked 38.6 4087 4544
18 Locked 38.6 3417 4373
19 Locked 37.6 3039 3999
20 Locked 37.6 2508 3354
21 Locked 37.6 2296 2844
22 Locked 37.6 1845 2673
23 Locked 37.6 1805 1900
24 Locked 37.6 1700 1946

Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300122 5.1 5120 64 qam 1
2 39400041 5.1 5120 64 qam 4
3 46199961 5.1 5120 64 qam 3
4 53700024 5.1 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Network Log
Time Priority Description
21/09/2020 11:58:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:50:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:50:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:28:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:27:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:12:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:11:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:11:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:11:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:11:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:11:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:10:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 11:10:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Ollie1997
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Message 4 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Apologies for the text, its hard to format any other way. 

I hope you can work with this ok. 

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Andrew-G
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Message 5 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Yep.  Your power levels and SNR are totally out of control both upstream and downstream  Usually this is an easy fix for the field technicians, and the lovely, helpful forum staff can usually get that sorted for you if you'll wait for them to pick up your post, and I've flagged that for their attention.

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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Hello Andruser, 

Thank you for your help on this! 
Do you know what kind of time-frame the forum staff will pickup requests like this?

I don't want to nag, but I've just been thrown out of a VoIP telephone call with an NHS customer i'm trying to support in my day-job :(.  

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Andrew-G
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Message 7 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

I'd expect them to pick up a "flagged" post today.  The forum isn't set up as a chat or first line response, so it isn't an immediate response, but they are pretty good at getting round to things.  You can always try calling in by phone, but that may be a frustrating and time consuming effort that ultimately has no quicker response since it still needs a technician to sort out the problems on your connection.

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Message 8 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Okay, thank-you. 

I would tend to agree with you. Last time I called technical support it was not particularly helpful.  

 

I will await contact from forum staff on here. 


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John_GS
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Message 9 of 14
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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Hi Ollie1997

 

Thanks for posting and welcome to the community. My apologies for the broadband issues. It does indeed reuqire a tech for the aforementioned issues. I'll PM you to arrange

 

Kind regards,

John_GS
Forum Team

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Re: Constant disconnects, high latency and lag spikes. Huge packet loss over the past 4 weeks!

Thanks for joining me on PM, Ollie1997

 

Just to update the thread, the engineer visit was booked in. Let me know the visit goes.

 

Kind regards

John_GS
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