Extremely bad latency spikes

[zahidh]

So as the title says, the latency has been extremely bad for the last few weeks. Games are impossible to play without the ping spiking to something extreme and the online service checker says there's no issue in the area. 

BQM:

Refresh data

Upstream bonded channels

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

1	46200000	51	5120	64 qam	1
2	23600000	51	5120	64 qam	4
3	32600000	51	5120	64 qam	3
4	39400000	51	5120	64 qam	2

Downstream bonded channels

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

1	331000000	3.4	37	256 qam	25
2	203000000	2.5	38	256 qam	9
3	211000000	2.5	38	256 qam	10
4	219000000	2.7	38	256 qam	11
5	227000000	2.5	38	256 qam	12
6	235000000	2.2	37	256 qam	13
7	243000000	2.2	38	256 qam	14
8	251000000	2.2	38	256 qam	15
9	259000000	2	38	256 qam	16
10	267000000	1.9	38	256 qam	17
11	275000000	1.7	38	256 qam	18
12	283000000	1.7	38	256 qam	19
13	291000000	1.7	38	256 qam	20
14	299000000	3	37	256 qam	21
15	307000000	3.9	38	256 qam	22
16	315000000	3.7	37	256 qam	23
17	323000000	3.4	37	256 qam	24
18	339000000	3.2	38	256 qam	26
19	347000000	3	37	256 qam	27
20	355000000	2.9	37	256 qam	28
21	363000000	2.7	37	256 qam	29
22	371000000	2.7	37	256 qam	30
23	379000000	2.7	37	256 qam	31
24	387000000	2.5	37	256 qam	32

Network Log

Time Priority Description

09/05/2022 19:10:46	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 18:30:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 18:29:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 06:25:2	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2022 06:25:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 18:49:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 18:25:3	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2022 18:25:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 23:34:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 06:25:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 06:25:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:58:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:32:37	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 08:32:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 03:05:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 18:03:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 01:45:18	notice	SW download Successful - Via NMS
27/04/2022 01:43:34	notice	SW Download INIT - Via NMS
26/04/2022 18:51:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 15:17:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Your upstream power levels are too high and your BQM would suggest over utilisation in the area.  Once your power levels are brought down, it may improve.

[John_GS]

Hi zahidh

Thanks for posting and welcome to the community.

My apologies for the broadband issues. The upstream is on the top end of what we'd expect it to be but I'll send a tech visit to get them lowered.

I'll send you a PM now to book this in.

Kind regards,

[John_GS]

Hi @zahidh

Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This will be available via your online account within 1 hour - virg.in/myVM - you can also track or cancel this if needed.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

Kind regards,