Engineer Split Connection with neigbour at front of house ... big lag spikes (from 30ms -> 200+)

[Vanadam91]

Hi,

my neighbour recently purchased Virgin Fibre and when the engineer came to set up he knocked on our door and said he was going to "split our connection" temporarily at the front of the house to my neighbour using the fibre cables at the front of the house.

im not very technically able in fibre connections but since he has done this i am getting random ping spikes and sometimes game disconnects in games. for example, in LoL and Halo my connection is incredibly unstable for fractions of a second where the ping spikes to 200+ and then goes back to 32 essentially freezing the game for a second or so. this only appears to happen at night. VOIP programs like discord and teamspeak also become randomly unusable during the evening as well as the packet loss is so sever i cant understand anyone in the calls.

it may not be my neighbours at all or even this cable but its getting incredibly frustrating.

any suggestions?

[Vanadam91]

i should say "recently" was around 2 months or so ago

[John_GS]

Hi @Vanadam91

Thanks for posting and welcome to the community. Sorry to hear of the issues with the gaming - are you having issues with anything else? I've ran some checks today and no issues are showing, all levels in spec as well. Can you pop the hub back into router mode so we can run further checks please? Let us know 🙂

Best,

[Vanadam91]

Hi if we run the Hub in Router mode we have so many devices connected it would cause issues,

im currently running a BQM as currently my router isn't allowing it and I didn't realise. 

i should reiterate that this issue is only occurring in the evenings during peak time, but ONLY occurs when my neighbours are in 🙂

[Vanadam91]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/edc28c2855c58f0ba76ff8c397905a1725...

[Vanadam91]

Most up to date ping check evening ping is a disaster

[Vanadam91]

[Vanadam91]

Hi John,

the hub is in router mode. i have done some checks and traceroutes to common servers i connect to i have inserted these below (my own IP has been ommited)

Trace route to Jagex servers (London) for Runescape 3

1 <1 ms <1 ms <1 ms 192.168.1.1
2 3 ms 2 ms 2 ms 192.168.0.1
3 10 ms 12 ms 9 ms 10.53.35.141
4 36 ms 13 ms 10 ms brad-core-2a-xe-1001-0.network.virginmedia.net [81.97.82.81]
5 * * * Request timed out.
6 20 ms 20 ms 19 ms 86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
7 26 ms 18 ms 20 ms 213.46.175.98
8 19 ms 17 ms 17 ms ae2.3214.edge5.London1.level3.net [4.69.148.222]
9 19 ms 20 ms 19 ms JAGEX-LTD.edge5.London1.Level3.net [212.187.138.242]
10 25 ms 21 ms 17 ms 81.31.201.43

the timeout occurred at the brad centre every time i tried this command

additionally here are some logs from the hub3

network Log

Time	Priority	Description
07/07/2022 16:32:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:55	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:14	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 16:04:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 14:04:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 14:03:59	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 00:41:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2022 00:41:1	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 20:25:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 19:49:59	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 19:49:44	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2022 19:37:36	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 04:23:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 14:37:32	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2022 14:37:32	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2022 10:01:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

1	331000000	1	38	256 qam	25
2	251000000	1.2	38	256 qam	15
3	259000000	1.2	38	256 qam	16
4	267000000	1.2	38	256 qam	17
5	275000000	1.2	38	256 qam	18
6	283000000	1.2	40	256 qam	19
7	291000000	1	38	256 qam	20
8	299000000	1	38	256 qam	21
9	307000000	1	40	256 qam	22
10	315000000	1	38	256 qam	23
11	323000000	1	38	256 qam	24
12	339000000	0.7	38	256 qam	26
13	347000000	0.7	38	256 qam	27
14	355000000	0.7	38	256 qam	28
15	363000000	0.5	38	256 qam	29
16	371000000	0.5	38	256 qam	30
17	379000000	0.5	38	256 qam	31
18	387000000	0.5	38	256 qam	32
19	491000000	-0.7	38	256 qam	33
20	499000000	-0.9	38	256 qam	34
21	507000000	-1	38	256 qam	35
22	515000000	-1.2	38	256 qam	36
23	523000000	-1.4	38	256 qam	37
24	531000000	-1.5	38	256 qam	38

and finally here is my BQM report for the last 24 hours

[Vanadam91]

@John_GS

After the hub being in router mode for 24 hours no improvements have been seen after a customer service rep on the virgin website mentioned resetting my connection and (red bands) changing my frequencies (can they even do that? it just sounded like the enabled 5ghz on my WAN lmao)

help please! (see logs above for T3 issuess and traceroute timeouts)

[Ayisha_B]

Hi @Vanadam91,

I've ran some more checks for you now and can see there was a short term connectivity issue that had been identified which looks to have resolved now - this may have been causing some of your most recent issues.

How have things been your end? Any improvements?