Gaming high latency

[Brandan_C]

Hello, 

I recently upgraded my package to 1gig and was provided with the new hub 5. I have since had intermittent issues with high latency that really affects online gaming and makes the experience unbearable. After the problems started I began to run the broadband quality monitor from think broadband as I have seen others do on this forum. 

Before writing this post I have tried the standard fixes such as resetting my hub 5, checking all the wired connecitons, trying both wifi 6 and ethernet. None of which have solved the issues. I do not believe this is a congestion issue with the problems persisting at all times of the day/night. Could this be an actual fault with the line and would this be able to be rectified? 

Link to broadband quality graph: 

Thinkbroadband Graph 

Network logs to follow this post and thank you for any support or guidance you can provide!

Brandan - Unhappy gamer 😞

[Brandan_C]

Power Levels (Downstream):

Spoiler

Downstream bonded channels

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

1	259000000	0.6	39	QAM 256	16
2	139000000	3	39	QAM 256	1
3	147000000	2.8	39	QAM 256	2
4	155000000	2.6	39	QAM 256	3
5	163000000	2.4	39	QAM 256	4
6	171000000	2.3	39	QAM 256	5
7	179000000	2.2	39	QAM 256	6
8	187000000	2.2	40	QAM 256	7
9	195000000	2.2	40	QAM 256	8
10	203000000	1.8	40	QAM 256	9
11	211000000	1.6	40	QAM 256	10
12	219000000	1.3	39	QAM 256	11
13	227000000	1.3	39	QAM 256	12
14	235000000	0.9	39	QAM 256	13
15	243000000	0.2	39	QAM 256	14
16	251000000	0.1	39	QAM 256	15
17	267000000	0.9	40	QAM 256	17
18	275000000	1	40	QAM 256	18
19	283000000	1.1	40	QAM 256	19
20	291000000	1.5	40	QAM 256	20
21	299000000	1.5	40	QAM 256	21
22	307000000	1.4	40	QAM 256	22
23	315000000	1	40	QAM 256	23
24	323000000	0.7	39	QAM 256	24
25	331000000	0.5	39	QAM 256	25
26	339000000	0.8	39	QAM 256	26
27	347000000	0.9	40	QAM 256	27
28	355000000	0.9	40	QAM 256	28
29	363000000	0.6	39	QAM 256	29
30	371000000	0.5	39	QAM 256	30
31	379000000	0.4	39	QAM 256	31

Downstream bonded Channels

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

1	Locked	39	0	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	39	0	0
30	Locked	39	0	0
31	Locked	39	0	0

Power Levels (Upstream):

Spoiler

Upstream bonded channels

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

0	46200000	46	5120	QAM 64	9
1	39400000	45.5	5120	QAM 64	10
2	32600000	45	5120	QAM 64	11
3	25800000	44.5	5120	QAM 64	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

[Brandan_C]

Network Log:

Spoiler

Network log

Time Priority Description

10-11-2022 13:57:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:57:54	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:50:15	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:50:00	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:49:59	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:51	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-11-2022 13:46:44	warning	Dynamic Range Window violation
10-11-2022 13:46:44	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:44	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:44	warning	Dynamic Range Window violation
10-11-2022 13:46:44	warning	Dynamic Range Window violation
10-11-2022 13:46:44	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:43	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:38	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:36	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:33	notice	Honoring MDD; IP provisioning mode = IPv4
10-11-2022 13:46:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-11-2022 13:46:15	critical	Cable Modem Reboot due to power button reset
10-11-2022 13:46:10	critical	Cable Modem Reboot due to master console reset
10-11-2022 13:46:10	critical	Cable Modem Reboot due to master console reset
10-11-2022 13:46:10	critical	Cable Modem Reboot due to master console reset
18-10-2022 02:19:53	critical	Cable Modem Reboot from SNMP
04-10-2022 19:56:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:39:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:36:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:33:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:31:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:31:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2022 19:31:17	critical	REG-RSP - invalid format or not recognized;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[legacy1]

lots of storms of users using the upstream and buffering.

[Brandan_C]

Sorry, what do you mean?

[legacy1]

Everyone in your area has maxed out the upstream either by download or upload

[Brandan_C]

Ahh okay, thank you. Is this something VM should be on top of? Just wondering if there is a way to rectify the problem

[Akua_A]

Hi @Brandan_C,

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

Sorry to hear you have been having issues while gaming. We can understand the frustration caused and we want to best help. I have had a look into your service and I can see that your hub is in working order. In this case, are you able to let me know if this happens with multiple games or one game in particular? Are you having similar issues with other services?

Thanks,

[risc19 · Accepted solution]

Yeah, you've got an up hill battle on your hands there.

I'll translate what the other guy was trying to say.

Basically virgin have oversold broadband in your area, as there is not enough capacity some of your data gets delayed.

This is why you see loads of big yellow spikes during daytime hours, and it looks fine when people are sleeping.

They probably wont even acknowledge this until it gets worse.

The only way to fix this issue is add more capacity to your area, this can take a long long time if at all.

If you can leave and join another isp (with the exception of cellular) any network would have lower and more stable latency.

[Brandan_C]

Thank you for the response! 

I did assume I would have an uphill battle after reading numerous posts on this forum of people having similar issues. So instead after almost 3 years of latency issues I have left virgin and joined BT! 

Onwards and upwards (hopefully!)