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smarshallsay
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Daily high latency / jitter

Hi all,

I've been with Virgin since October when I moved into my new flat. 

The line quality has generally been good with speeds reaching as high as 550mb/s, however I get latency issues on a daily basis. The latency will regularly jump up to about 200ms, whether I measure the ping on my (wired) PC or using latency tools on the routers, it also persists after a reboot. Is it noise on the line or is it this over-subscription I read about?

The problem persists whether I use the router on its own or in modem mode with my Asus ROG Rapture GT-AX11000 which I bought to give better wireless coverage for the flat.

I've just started a BQM so this should update:

My Broadband Ping - Home Broadband

 

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1912.302

 

Item Status Comments

Acquired Downstream Channel (Hz)
443000000
Locked
Ranged Upstream Channel (Hz)
53699996
Locked
Provisioning State
Online

 

Primary Downstream Service Flow

SFID30852
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID30851
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Error log since restarting just now (addresses removed just in case): 

Network Log

Time Priority Description

03/12/2020 11:20:50noticeLAN login Success;
01/12/2020 11:04:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
01/12/2020 11:04:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
28/11/2020 00:28:16criticalNo Ranging Response received - T3 time-out;
27/11/2020 23:04:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
27/11/2020 23:04:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
24/11/2020 16:04:55criticalNo Ranging Response received - T3 time-out;
24/11/2020 15:17:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
24/11/2020 15:17:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
21/11/2020 10:52:53criticalNo Ranging Response received - T3 time-out;
20/11/2020 17:51:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
20/11/2020 17:51:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
17/11/2020 07:25:20criticalNo Ranging Response received - T3 time-out;
17/11/2020 05:51:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
17/11/2020 05:51:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
15/11/2020 17:23:18criticalNo Ranging Response received - T3 time-out;
13/11/2020 17:51:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;
13/11/2020 17:51:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;
10/11/2020 15:18:34criticalNo Ranging Response received - T3 time-out;
10/11/2020 05:51:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;

 

What does the no ranging response received mean? I noticed that a lot previously when checking the logs.

 

Thanks for any help anyone can offer.

 
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smarshallsay
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Re: Daily high latency / jitter

Downstream bonded channels

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

1443000000-338256 qam37
22510000000.240256 qam15
32590000000.240256 qam16
4267000000040256 qam17
5275000000040256 qam18
62830000000.440256 qam19
72910000000.540256 qam20
82990000000.740256 qam21
93070000000.740256 qam22
103150000000.540256 qam23
113230000000.440256 qam24
123470000000.440256 qam25
13355000000040256 qam26
14363000000-0.440256 qam27
15371000000-0.540256 qam28
16379000000-140256 qam29
17387000000-240256 qam30
18395000000-2.238256 qam31
19403000000-2.240256 qam32
20411000000-1.940256 qam33
21419000000-240256 qam34
22427000000-2.538256 qam35
23435000000-340256 qam36
24451000000-2.738256 qam38



Downstream bonded channels

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

1Locked38.940
2Locked40.350
3Locked40.950
4Locked40.300
5Locked40.940
6Locked40.350
7Locked40.340
8Locked40.950
9Locked40.350
10Locked40.350
11Locked40.350
12Locked40.300
13Locked40.370
14Locked40.340
15Locked40.300
16Locked40.300
17Locked40.340
18Locked38.650
19Locked40.360
20Locked40.3190
21Locked40.3210
22Locked38.950
23Locked40.370
24Locked38.950

 

Upstream bonded channels

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

15369999647.3512064 qam10
23940000248.8512064 qam12
34619997647.3512064 qam11
46029997647.3512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jem101
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Re: Daily high latency / jitter

Forget about the no ranging response messages, they are only of concern if you get a lot of them in a short time span, one or two every few days (which is the case for you) is normal and nothing to be concerned about. If it were a noisy line, I would expect this to reflect in the error rate and yours don't look too bad at all.

The BQM is still in it's early days so difficult to read too much into it, but I'd be leaning towards over-utilisation - and if that is the case then, realistically, there's nothing you can do other than start investigating different internet providers.

smarshallsay
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Re: Daily high latency / jitter

Thank you for the response. Do you happen to know if this is reasonable grounds to break a contract with Virgin?

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Wolranker
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Re: Daily high latency / jitter

I believe you can only cancel the contract if the problem persists for more then 3 VM Engineer callouts within a 30 day period for the same issue that they cannot resolve  

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Andrew-G
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Re: Daily high latency / jitter


@smarshallsay wrote: Do you happen to know if this is reasonable grounds to break a contract with Virgin?

Probably is, not under the terms of your contract, but general consumer law which requires services to be provided with reasonable skill and care. Clearly if you can't game or videocall on a consumer broadband connection then the service doesn't sound like it is being provided either skilfully or carefully  But to get released without penalty you'd probably need to raise this as a formal complaint, asking them to fix the problem within thirty days or to release your from contract without penalty.  I'd do that in writing by recorded post if I were you.  State that failing either resolution (including failing to meet any promised fix date) and you will escalate at the earliest opportunity to the arbitration scheme CISAS, requesting release from contract, compensation backdated to the date of your complaint to VM being acknowledged, and compensation for the hassle of having to take the matter to arbitration.  In the meanwhile, do not do anything daft like withholding payment - that'll wreck your credit score.

BUT...by the standards we see in this forum, your live BQM is bad, just not as bad as other punters with over-utilisation problems.  So complain by all means, but keep an eye on the BQM - there is a possibility that it will resolve if people go back to work, and as the games release season wears off, if the network D3.1 upgrade takes hold, if VM carry out improvements works.  That will probably be in early 2021, but by the time you've been through the VM Complaints Procedure, and then if need be escalated to CISAS it will be well into the new year.

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