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Extreamly bad packet loss and ping spikes

For the past couple months, the internet has been great. I have been able to stream and game with 0 issues.

However, this last week has been horrendous. I can't move without getting 50+% packet loss or 500 ping spikes. When I used to game on 1 or less ping and 0% packet loss constantly.

I am on the Vivid 350 package with the Hub 3. Please help?

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Re: Extreamly bad packet loss and ping spikes

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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

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Re: Extreamly bad packet loss and ping spikes

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 7 38 256 qam 21
2 186750000 5.1 38 256 qam 7
3 194750000 5.1 38 256 qam 8
4 202750000 5.5 38 256 qam 9
5 210750000 5.6 38 256 qam 10
6 218750000 6 38 256 qam 11
7 226750000 6.1 38 256 qam 12
8 234750000 6.1 38 256 qam 13
9 242750000 6 38 256 qam 14
10 250750000 6.3 38 256 qam 15
11 258750000 6 38 256 qam 16
12 266750000 6.4 38 256 qam 17
13 274750000 6.5 38 256 qam 18
14 282750000 6.6 38 256 qam 19
15 290750000 6.8 38 256 qam 20
16 306750000 6.8 38 256 qam 22
17 314750000 6.9 38 256 qam 23
18 322750000 6.9 38 256 qam 24
19 402750000 7 36 256 qam 25
20 410750000 7 36 256 qam 26
21 418750000 6.8 35 256 qam 27
22 426750000 7 35 256 qam 28
23 434750000 7.3 35 256 qam 29
24 442750000 7.5 34 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 4 0
2 Locked 38.6 12 0
3 Locked 38.6 12 0
4 Locked 38.6 7 0
5 Locked 38.6 10 0
6 Locked 38.9 11 0
7 Locked 38.9 6 0
8 Locked 38.6 7 0
9 Locked 38.9 9 0
10 Locked 38.6 6 0
11 Locked 38.6 6 0
12 Locked 38.6 10 0
13 Locked 38.9 5 0
14 Locked 38.9 5 0
15 Locked 38.9 6 0
16 Locked 38.6 21 0
17 Locked 38.6 22 0
18 Locked 38.9 19 0
19 Locked 36.3 15 0
20 Locked 36.3 7 0
21 Locked 35.7 1 0
22 Locked 35.7 10 0
23 Locked 35 6 0
24 Locked 34.6 45 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.25 5120 64 qam 4
2 32599995 4.175 5120 32 qam 3
3 39400010 4.2 5120 16 qam 2
4 46200015 4.175 5120 64 qam 1


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
Time Priority Description
13/12/2019 15:54:43 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2019 17:53:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2019 20:40:23 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2019 01:40:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2019 10:24:49 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 00:09:17 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 04:26:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2019 13:14:17 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 00:06:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 00:50:25 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 04:46:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 06:38:29 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 12:26:37 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 18:35:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2019 19:07:7 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2019 19:22:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2020 10:52:7 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2020 12:23:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2020 18:44:37 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2020 20:09:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Extreamly bad packet loss and ping spikes

Most of the figures look normal, although upstream modulation is not consistent across the 4 channels which is unusual.

I'd suggest setting up a BQM to track packet loss here:

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

You will need to check the hub settings to make sure the hub is able to respond to pings for the BQM to work.

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Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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

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Mark as Helpful Answer if I've helped

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