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ChristianB
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Fluctuation of high ping and packet loss while gaming

Hello, so I have been having this issue ever since we moved over to Virgin Media (Hub 3) two and a half weeks ago. Whenever I am playing games, every 5 - 10 minutes or so I experience a random spike in packet loss, ping & latency, so it pretty much makes it unplayable for me to play multiplayer games.

We have tried restarting the Hub 3, and also hitting the RESET pin at the back, but nothing unfortunately changed, we've double checked and ensured that all the wires at the back are not loose and fully connected. We've checked on the Virgin Media broadband support website to look for any issues surrounding my area and no issues are found. Also, tried to run a broadband scan which is supposedly to find and fix any issues with the broadband, but nothing could be found except for poor signal strength with a few devices that we don't really use around the house.

Live BQM Graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/47f009afdf71bedb85fb2b9f3bb75f820b089162

 
Downstream Router Status:

Downstream bonded channels

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

12910000007.340256 qam20
21390000008.540256 qam1
31470000008.440256 qam2
4155000000840256 qam3
51630000007.943256 qam4
6171000000840256 qam5
7179000000840256 qam6
8187000000840256 qam7
9195000000843256 qam8
10203000000840256 qam9
112110000007.640256 qam10
122190000007.643256 qam11
132270000007.540256 qam12
142350000007.540256 qam13
152430000007.440256 qam14
162510000007.440256 qam15
172590000007.340256 qam16
182670000007.540256 qam17
192750000007.343256 qam18
202830000007.343256 qam19
212990000007.340256 qam21
22307000000743256 qam22
233150000007.440256 qam23
243230000007.540256 qam24



Downstream bonded channels

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

1Locked40.311673376
2Locked40.9824362
3Locked40.9924493
4Locked40.91794301
5Locked43.32134357
6Locked40.92294502
7Locked40.32171523
8Locked40.92071899
9Locked43.32271750
10Locked40.91911794
11Locked40.97273359
12Locked43.36923457
13Locked40.98093267
14Locked40.98033185
15Locked40.98393341
16Locked40.99023333
17Locked40.99323399
18Locked40.910153370
19Locked43.310943295
20Locked43.310163403
21Locked40.312803222
22Locked43.313213268
23Locked40.913393263
24Locked40.915272452


I will need to send the Upstream and Network Log in seperate messages, because apparently the character limit is being reached

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Adduxi
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Re: Fluctuation of high ping and packet loss while gaming

Far too many PostRS errors on the DS.   This is indicative of noise on the line and will need a VM technician to resolve. Check all the connections from the Hub to the outside omnibox are "finger" tight.  That's about all you can do whilst waiting for a technician.

If you wait here a day or two a VM Mod will pick this up.

 

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

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ChristianB
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Re: Fluctuation of high ping and packet loss while gaming

Can finally post the Upstream and Network Logs information.

Upstreams Status:

Upstream bonded channels

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

12580000046.3512064 qam6
23260000046.3512064 qam5
33940000047.8512064 qam4
44620000047.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000
3ATDMA0000
4ATDMA0020

 

Network Logs:

Network Log

Time Priority Description

29/04/2022 03:43:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 03:43:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 20:14:39criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:54Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:53Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:52Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:52Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:43Warning!Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:38Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:38Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 11:04:37Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 22:14:2criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 03:00:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 03:00:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 14:11:21criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
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Akua_A
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Re: Fluctuation of high ping and packet loss while gaming

Hi ChristianB,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with our service while gaming. We can understand this is not ideal and we want to best help. I have been able to access your service on our system and I have identified an issue with your downstream power levels. In this case, I have sent you a private message. Please lookout for the purple envelope and provide a response when you can. 

Thanks,

Akua_A
Forum Team



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Akua_A
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Re: Fluctuation of high ping and packet loss while gaming

No problem at all @ChristianB.

Please let us know how the appointment goes and if you need any further help.

Thanks,

Akua_A
Forum Team



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