Virgin Media Community

[hortherky]

I’ve seen a lot of other people have had similar issues on the forum and I’m experiencing the same latency spikes and lag which makes gaming unplayable most of the time. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8653454bed9800f1f15e05821c023c7170492eaa

 
I have the 600mb package and no issues with the speed but throughout the day I experience terrible lag spikes. This has been going on for months now and it’s unbearably bad at this point.

Is anyone able to confirm my issue after taking a look at the BQM graphs? Any suggestions of things to try to improve the latency. I play on wired connection on a PS5. Would a 3rd party router and using the VM hub on modem mode help with latency?

[Andrew-G]

Initial thoughts from the BQM are that it might be over-utilisation (network congestion), but there can be other causes.  The other causes can usually be resolved, over-utilisation much less likely to be fixed (or indeed admitted to by VM).

There are benefits to running in modem mode with your own mesh or router, and I do that, but I can assure you that it doesn't improve latency so won't help your specific problem.

Connect to the hub by clicking on this link http://192.168.0.1/  That should 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.  

[hortherky]

Thanks for the reply Andrew, appreciate the quick response.

A shame that an additional router won't have a significant effect on the latency 😞

Downstream bonded channels

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

1	386750000	5.3	38	256 qam	32
2	202750000	6.5	40	256 qam	9
3	210750000	6.6	38	256 qam	10
4	218750000	6.5	40	256 qam	11
5	226750000	6.3	38	256 qam	12
6	234750000	6	38	256 qam	13
7	242750000	5.9	38	256 qam	14
8	250750000	6	40	256 qam	15
9	258750000	6	38	256 qam	16
10	266750000	6	38	256 qam	17
11	274750000	6	38	256 qam	18
12	282750000	6	38	256 qam	19
13	290750000	5.9	38	256 qam	20
14	298750000	5.6	38	256 qam	21
15	306750000	5.5	38	256 qam	22
16	314750000	5.5	38	256 qam	23
17	322750000	5.5	38	256 qam	24
18	330750000	5.5	38	256 qam	25
19	338750000	5.4	38	256 qam	26
20	346750000	5.3	38	256 qam	27
21	354750000	5.3	38	256 qam	28
22	362750000	5.3	38	256 qam	29
23	370750000	5.4	38	256 qam	30
24	378750000	5.3	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	23587	6347
2	Locked	40.3	46648	30267
3	Locked	38.9	54196	52552
4	Locked	40.3	70884	85534
5	Locked	38.9	34025	30934
6	Locked	38.9	53461	59538
7	Locked	38.9	59298	71869
8	Locked	40.9	32974	33172
9	Locked	38.9	32915	38411
10	Locked	40.3	28433	40233
11	Locked	38.9	84274	200797
12	Locked	38.9	127432	330291
13	Locked	38.6	148246	326880
14	Locked	38.9	137906	250641
15	Locked	38.9	118128	156440
16	Locked	38.9	116728	143569
17	Locked	38.9	92878	124569
18	Locked	38.9	64777	56326
19	Locked	38.9	57620	34307
20	Locked	38.9	52374	28913
21	Locked	38.9	48251	20380
22	Locked	38.9	39675	14774
23	Locked	38.9	32136	11049
24	Locked	38.9	28368	8122

Upstream bonded channels

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

1	39400000	48	5120	64 qam	12
2	32600000	47.5	5120	64 qam	13
3	46200000	48	5120	64 qam	11
4	53700000	49	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	29	0
2	ATDMA	0	0	33	0
3	ATDMA	0	0	34	0
4	ATDMA	0	0	37	0

[hortherky]

Network Log

Time Priority Description

28/03/2022 12:13:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 12:13:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 12:11:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 11:59:20	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 05:51:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 20:29:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 20:29:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 15:39:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 08:29:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 08:29:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2022 05:42:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 20:29:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 20:29:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 04:36:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 08:29:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 08:29:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 22:00:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 20:29:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 20:29:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:39:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Any idea when the hub was last rebooted?  Power levels and SNR look good, but the number of T3 timeouts and post-RS errors are very high (restarting the hub clears the error counts).

BQM shows an obvious problem, without explaining what it is - the shape and timing look wrong for over-utilisation (network congestion), but don't give any clues to what else is happening that's causing those latency problems, nor whether the problem is unique to your connection or affects neighbours.  Is there anything networky going on in your property that you can think of that started around 9pm last night, and stopped at about 2:50am this morning? 

[hortherky]

The hub isn’t rebooted frequently at all, only if the internet stops working completely which is rare so I’d say it’s been a good few months. Will give it a restart today but I’m certain this won’t resolve the latency issues as they have been going on for close to a year now. 

Nothing in particular went on between 9-2am as far as I’m aware apart from the usual stuff like family members watching TV, playing PS5, etc. We also have a ring device, mesh network and 2 switches in the network - if any of these could be affecting the latency? But again these are usually on 24/7 and not in particular for those hours mentioned. 

[Adduxi]

Nothing you are using would affect latency on it's own.  If something were faulty it would effect everything and not just latency.

Your BQM is horrible by the way and something is amiss on the VM circuit.  As Andrew-G has pointed out a new Router would be a waste of money at this time.  Until this circuit is fixed don't bother.

Post the latest stats after you have done a pin hole reset.

[hortherky]

Thanks Adduxi.

I've done a pin hole reset (didn't reboot the Hub yet - let me know if that matters).

Thanks for the advice on the router. Regarding the VM circuit being messed up - do you know if this is something VM are able/willing to fix?

Latest results below:

Downstream bonded channels

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

1	330750000	5.3	38	256 qam	25
2	202750000	6.4	38	256 qam	9
3	210750000	6.5	38	256 qam	10
4	218750000	6.5	40	256 qam	11
5	226750000	6.1	38	256 qam	12
6	234750000	5.9	38	256 qam	13
7	242750000	5.8	38	256 qam	14
8	250750000	5.8	40	256 qam	15
9	258750000	6	38	256 qam	16
10	266750000	6	38	256 qam	17
11	274750000	5.9	38	256 qam	18
12	282750000	5.9	38	256 qam	19
13	290750000	5.8	38	256 qam	20
14	298750000	5.5	38	256 qam	21
15	306750000	5.4	38	256 qam	22
16	314750000	5.4	38	256 qam	23
17	322750000	5.4	38	256 qam	24
18	338750000	5.3	38	256 qam	26
19	346750000	5.1	38	256 qam	27
20	354750000	5	38	256 qam	28
21	362750000	5.1	38	256 qam	29
22	370750000	5.1	38	256 qam	30
23	378750000	5.1	38	256 qam	31
24	386750000	5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	4	0
2	Locked	38.9	26	0
3	Locked	38.9	6	0
4	Locked	40.3	7	0
5	Locked	38.9	4	0
6	Locked	38.9	0	0
7	Locked	38.9	6	0
8	Locked	40.3	0	0
9	Locked	38.9	6	0
10	Locked	38.9	4	0
11	Locked	38.9	5	0
12	Locked	38.9	5	0
13	Locked	38.9	6	0
14	Locked	38.6	5	0
15	Locked	38.9	4	0
16	Locked	38.6	3	0
17	Locked	38.6	5	0
18	Locked	38.9	4	0
19	Locked	38.9	5	0
20	Locked	38.9	5	0
21	Locked	38.9	5	0
22	Locked	38.9	6	0
23	Locked	38.6	3	0
24	Locked	38.9	6	0

Upstream bonded channels

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

1	32599986	47.3	5120	64 qam	13
2	39400009	47.8	5120	64 qam	12
3	46200034	47.8	5120	64 qam	11
4	53699964	49.3	5120	64 qam	10

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

[hortherky]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8653454bed9800f1f15e05821c023c7170492eaa

Network Log

Time Priority Description

29/03/2022 14:42:47	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 12:13:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 12:13:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 12:11:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 11:59:20	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 05:51:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 20:29:27	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2022 20:29:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 15:39:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 08:29:26	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2022 08:29:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2022 05:42:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 20:29:25	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 20:29:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 04:36:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 08:29:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 08:29:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 22:00:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 20:29:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

The pin hole reset should reboot the Hub as part of the process.  Your stats are all okay at the moment, but check the PostRS errors after 24 hours and the same with the BQM.