FFXIV Connection/Packet Loss

[scotchbacon]

I changed to VM partly because higher net speed meant better connection in my head. For a long time I played FFXIV on my old internet and my connection would be "Good". I assumed after upgrading my internet that it would change to "Excellent" however colour me surprised when instead it began showing as " Poor". I installed a ping tracker and imagine my horror as I see packets dropping like rain. I google this issue and surprise surprise this seems to be a pretty common issue with virgin when it comes to gaming. I really should have taken time to google this before letting the sales agent talk me into purchase. I also see that VM is offering a "Gaming Broadband" package now which is what mine was advertised to me as, I don't suppose this package actually makes any difference to this issue. 

Anyways I need help fixing this so that latency improves because quite frankly playing any kind of raid content at the level I was before switching is becoming extremely difficult. 

[Andrew-G]

VM works perfectly well for gaming for the vast majority of customers, so there's hope yet.  This could be an easily resolved power or noise problem.

Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.

If you can do that with about 24 or 48 hours since the last restart it'll be most helpful.

[scotchbacon]

Here ya go!

Downstream bonded channels

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

1	235000000	5.3	38	256 qam	13
2	243000000	5.5	40	256 qam	14
3	251000000	6.4	40	256 qam	15
4	259000000	6.4	40	256 qam	16
5	267000000	6.5	40	256 qam	17
6	275000000	6.5	40	256 qam	18
7	283000000	6.9	40	256 qam	19
8	291000000	6.8	38	256 qam	20
9	299000000	7.3	38	256 qam	21
10	307000000	7.1	40	256 qam	22
11	315000000	7.1	40	256 qam	23
12	323000000	7	40	256 qam	24
13	331000000	6.8	40	256 qam	25
14	339000000	6.4	38	256 qam	26
15	347000000	6	40	256 qam	27
16	355000000	5.9	40	256 qam	28
17	363000000	5.8	38	256 qam	29
18	371000000	6	40	256 qam	30
19	379000000	6	38	256 qam	31
20	387000000	5.8	40	256 qam	32
21	395000000	6	40	256 qam	33
22	403000000	6	40	256 qam	34
23	411000000	6.1	40	256 qam	35
24	419000000	6.1	40	256 qam	36

Downstream bonded channels

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

1	Locked	38.9	1643	10284
2	Locked	40.3	1558	16002
3	Locked	40.3	1785	15255
4	Locked	40.3	1552	17173
5	Locked	40.3	1161	4370
6	Locked	40.3	1451	4863
7	Locked	40.3	1793	15480
8	Locked	38.9	2094	9854
9	Locked	38.6	1229	8955
10	Locked	40.9	1128	9217
11	Locked	40.3	1235	9011
12	Locked	40.3	1135	8716
13	Locked	40.3	2527	9212
14	Locked	38.9	1040	9860
15	Locked	40.3	1416	12228
16	Locked	40.3	2230	9371
17	Locked	38.9	1554	11405
18	Locked	40.3	1374	11517
19	Locked	38.9	1495	11548
20	Locked	40.3	1807	6195
21	Locked	40.3	1444	6434
22	Locked	40.3	1424	6911
23	Locked	40.3	1449	7018
24	Locked	40.3	1295	7024

Upstream bonded channels

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

1	53700000	41.3	5120	64 qam	2
2	46200000	41	5120	64 qam	3
3	39400000	41	5120	64 qam	4
4	60300000	41.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	11	0
2	ATDMA	0	0	27	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	24	0

[scotchbacon]

bump

[Icantcrabhere]

Don't self bump your posts, it'll only delay the staff responses, sadly.


Power levels are fully in spec,
However:

Far too many post-RS(Uncorrectable) errors,
Far too many T3 timeouts.


Generic advice incoming: Make sure all connections to the hub + coming into the house are finger tight.
If they already are?
You'll need a staff member to book you a technician.

also worth asking before the staff arrive:  do you have a ThinkBroadband monitor set up already?
https://www.thinkbroadband.com/broadband/monitoring/quality

Helpful to have for the future,

Hopefully you get to enjoy Endwalker again soon! ❤️

[Andrew-G]

That's a very noisy connection.  I've marked it for staff to take a look and advise, chances are that'll be tomorrow some time.

[Beth_G]

Hi scotchbacon.

Really sorry to hear you've been experiencing latency issues whilst gaming. We can see that your Hub uptime is quite high so would recommend a reboot firstly and see how you get on after that. If your Hub has been on for a long period of time then it can cause issues with your connection. 

If that doesn't help then as @Andrew-G suggests, we can look to book a technician for you as there also could be equipment issues causing the noise. 

Keep us posted with an updated log after your reboot and we'll see if there is any improvement. 

Kind Regards, 

Beth

[scotchbacon]

Reset the hub, not seeing any changes, I also did a BQM not sure if this helps give any other further information but figured it couldn't hurt 

Downstream bonded channels

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

1	235000000	5.4	38	256 qam	13
2	139000000	7.8	38	256 qam	1
3	147000000	7.4	38	256 qam	2
4	155000000	7.5	38	256 qam	3
5	163000000	7.1	40	256 qam	4
6	171000000	7.1	40	256 qam	5
7	179000000	6.8	40	256 qam	6
8	187000000	6.5	38	256 qam	7
9	195000000	6.3	40	256 qam	8
10	203000000	6	38	256 qam	9
11	211000000	5.8	38	256 qam	10
12	219000000	5.8	40	256 qam	11
13	227000000	5.4	38	256 qam	12
14	243000000	5.6	40	256 qam	14
15	251000000	6.5	40	256 qam	15
16	259000000	6.4	40	256 qam	16
17	267000000	6.5	40	256 qam	17
18	275000000	6.5	40	256 qam	18
19	283000000	6.8	40	256 qam	19
20	291000000	6.6	38	256 qam	20
21	299000000	7.3	38	256 qam	21
22	307000000	7.1	40	256 qam	22
23	315000000	7	40	256 qam	23
24	323000000	6.9	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	0	0
2	Locked	38.9	4	0
3	Locked	38.6	4	0
4	Locked	38.9	6	0
5	Locked	40.3	5	0
6	Locked	40.3	6	0
7	Locked	40.3	5	0
8	Locked	38.9	4	0
9	Locked	40.9	4	0
10	Locked	38.9	5	0
11	Locked	38.9	7	0
12	Locked	40.3	4	0
13	Locked	38.9	5	0
14	Locked	40.3	0	0
15	Locked	40.3	5	0
16	Locked	40.9	5	0
17	Locked	40.3	5	0
18	Locked	40.3	5	0
19	Locked	40.3	6	0
20	Locked	38.9	6	0
21	Locked	38.9	6	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	5	0

Refresh data

Upstream bonded channels

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

1	53700000	41	5120	64 qam	2
2	46200000	40.8	5120	64 qam	3
3	39400000	41	5120	64 qam	4
4	60300000	41.3	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

[Gareth_L]

Hello scotchbacon

Thanks for the information you have posted 

It has come in very handy

I did take a look at your connection and you have a bit of an issue with the downstream levels 

Its a easy fix, which does require a Service Technician to come out 

I will need to send you a private message to pass security to arrange this 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L