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scotchbacon
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FFXIV Connection/Packet Loss

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. 

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Andrew-G
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Alessandro Volta
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Re: FFXIV Connection/Packet Loss

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.

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scotchbacon
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Re: FFXIV Connection/Packet Loss

Here ya go!

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12350000005.338256 qam13
22430000005.540256 qam14
32510000006.440256 qam15
42590000006.440256 qam16
52670000006.540256 qam17
62750000006.540256 qam18
72830000006.940256 qam19
82910000006.838256 qam20
92990000007.338256 qam21
103070000007.140256 qam22
113150000007.140256 qam23
12323000000740256 qam24
133310000006.840256 qam25
143390000006.438256 qam26
15347000000640256 qam27
163550000005.940256 qam28
173630000005.838256 qam29
18371000000640256 qam30
19379000000638256 qam31
203870000005.840256 qam32
21395000000640256 qam33
22403000000640256 qam34
234110000006.140256 qam35
244190000006.140256 qam36


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9164310284
2Locked40.3155816002
3Locked40.3178515255
4Locked40.3155217173
5Locked40.311614370
6Locked40.314514863
7Locked40.3179315480
8Locked38.920949854
9Locked38.612298955
10Locked40.911289217
11Locked40.312359011
12Locked40.311358716
13Locked40.325279212
14Locked38.910409860
15Locked40.3141612228
16Locked40.322309371
17Locked38.9155411405
18Locked40.3137411517
19Locked38.9149511548
20Locked40.318076195
21Locked40.314446434
22Locked40.314246911
23Locked40.314497018
24Locked40.312957024


Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000041.3512064 qam2
24620000041512064 qam3
33940000041512064 qam4
46030000041.3512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00110
2ATDMA00270
3ATDMA00210
4ATDMA00240
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scotchbacon
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Re: FFXIV Connection/Packet Loss

bump
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Icantcrabhere
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Re: FFXIV Connection/Packet Loss

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! ❤️

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Andrew-G
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Alessandro Volta
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Re: FFXIV Connection/Packet Loss

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.

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Beth_G
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Message 7 of 9
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Re: FFXIV Connection/Packet Loss

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

Beth
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scotchbacon
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Message 8 of 9
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Re: FFXIV Connection/Packet Loss

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 
BQM.jpg














Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12350000005.438256 qam13
21390000007.838256 qam1
31470000007.438256 qam2
41550000007.538256 qam3
51630000007.140256 qam4
61710000007.140256 qam5
71790000006.840256 qam6
81870000006.538256 qam7
91950000006.340256 qam8
10203000000638256 qam9
112110000005.838256 qam10
122190000005.840256 qam11
132270000005.438256 qam12
142430000005.640256 qam14
152510000006.540256 qam15
162590000006.440256 qam16
172670000006.540256 qam17
182750000006.540256 qam18
192830000006.840256 qam19
202910000006.638256 qam20
212990000007.338256 qam21
223070000007.140256 qam22
23315000000740256 qam23
243230000006.940256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.600
2Locked38.940
3Locked38.640
4Locked38.960
5Locked40.350
6Locked40.360
7Locked40.350
8Locked38.940
9Locked40.940
10Locked38.950
11Locked38.970
12Locked40.340
13Locked38.950
14Locked40.300
15Locked40.350
16Locked40.950
17Locked40.350
18Locked40.350
19Locked40.360
20Locked38.960
21Locked38.960
22Locked40.350
23Locked40.350
24Locked40.350



Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000041512064 qam2
24620000040.8512064 qam3
33940000041512064 qam4
46030000041.3512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Gareth_L
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Message 9 of 9
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Re: FFXIV Connection/Packet Loss

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

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