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Gaming Ping & Latency Is Crazy High

I have been with Virgin for around 3 months now, and with time its got progressively worse. With the games I currently playing I'm hitting around 200ms+ Ping. I have tried all the usual things. restarting the modem and even resorted to buying a separate WIFI box and using the hub 3 in modem mode but to no avail. I'm starting to lose hope and finding it increasingly difficult to deal with. my partner uses the internet for her job from working from home and she can't even use Google video without constant drops. both pc's are using brand new cat 5e ethernet cables and have been replaced twice just to be sure, I'm on 500mb fibre service and any help to fixing this would be welcome, as I'm not completely out of ideas.

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Re: Gaming Ping & Latency Is Crazy High

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is a text link at the bottom of the screen. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code, so copy & paste is best.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (may take a few days) and run checks on your line.

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Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Gaming Ping & Latency Is Crazy High

Downstream bonded channels

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

1659000000838256 qam32
24750000006.938256 qam9
34830000006.837256 qam10
44910000006.937256 qam11
54990000006.938256 qam12
65070000007.137256 qam13
75150000007.137256 qam14
85230000007.437256 qam15
95310000007.538256 qam16
105390000007.538256 qam17
115470000007.638256 qam18
125550000007.838256 qam19
135630000007.938256 qam20
145710000007.838256 qam21
155790000007.838256 qam22
165870000007.838256 qam23
175950000008.138256 qam24
186030000008.838256 qam25
196110000008.538256 qam26
206190000008.538256 qam27
216270000008.138256 qam28
22635000000838256 qam29
236430000007.938256 qam30
24651000000838256 qam31



Downstream bonded channels

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

1Locked38.680
2Locked38.6430
3Locked37.6790
4Locked37.6790
5Locked38.6750
6Locked37.6470
7Locked37.6460
8Locked37.6440
9Locked38.6350
10Locked38.6360
11Locked38.9270
12Locked38.6190
13Locked38.6340
14Locked38.6280
15Locked38.9190
16Locked38.9110
17Locked38.680
18Locked38.6100
19Locked38.6100
20Locked38.680
21Locked38.6370
22Locked38.6270
23Locked38.6110
24Locked38.650

 

Upstream bonded channels

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

12580000041.5512064 qam4
23260000041512064 qam3
33940000042512064 qam2
44620000042512064 qam1

 

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Re: Gaming Ping & Latency Is Crazy High

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00340
2ATDMA0000
3ATDMA0010
4ATDMA0020

 

Network Log

Time Priority Description

16/11/2020 02:53:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:53:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:53:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:23:49Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:22:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:22:49Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:21:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:21:12criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:21:8criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:19:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:18:25criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:18:20criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:16:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:15:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:13:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 00:13:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 15:40:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:15:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:15:4Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 01:13:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 5 of 14
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Re: Gaming Ping & Latency Is Crazy High

thank you for the quick reply, if there is anything else you need just give me a shout! 🙂

Ben
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Message 6 of 14
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Re: Gaming Ping & Latency Is Crazy High

Hi Ben

power levels appear to be within the normal range, but the log doesn't look healthy.  Unless there is a local area issue then you will probably need to book a tech visit to get your line checked.

Getting through to VM on the phone to book a visit can be challenging, or you can wait for one of the forum team to get this thread (might be a few days) and they can help book a visit if their checks deem it necessary, or they can advise if there is a known area issue.

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Re: Gaming Ping & Latency Is Crazy High

Thanks for the quick reply Scott, I'm grateful for the advice, I shall try contacting them myself through the phone now but it has been extremely hard getting through. Fingers crossed this gets picked up in a few days and I can arrange something through this post, thanks again

 

Ben

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Re: Gaming Ping & Latency Is Crazy High

Good morning @BenjiiEXE 

 

Welcome to the forums and thank you for taking the time to post. 

 

As advised before we are going to need to send you out a tech, I can arrange that from here, please can you let me know if you have managed to get though to the customer care team? 

 

Kind regards,

Zak_M

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Message 9 of 14
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Re: Gaming Ping & Latency Is Crazy High

Sorry for the late reply, I have not got through yet, so any help you can offer is appreciated 

 

Ben

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Message 10 of 14
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Re: Gaming Ping & Latency Is Crazy High

No problem Ben, 

 

I have arranged the engineer visit for you, should you wish to reschedule this time or date, you can visit your Online account

 

Kind regards,

Zak_M