on 20-07-2021 12:30
Hi everyone, I don't know if anyone can help with this but I am having issues with constant lag whilst trying to play Xbox online. I am on virgin 600mb broadband and am using a third party router (which is basically new) and it is a wired connection. While I'm playing, (mainly call of duty) my connection constantly jumps, making it very hard to play but when I do a connection test it says it's fine (0% packet loss). It never drops out completely just lags really badly. I've done all the usual reboots, checked the cables are tight etc and it was also doing it on my old router, so now I'm starting to think it's a virgin media problem. I'll include the broadband monitor I've setup and the modem data. Thanks in advance.
Answered! Go to Answer
on 24-07-2021 10:33
The posted data suggests a possible VM broadband problem. There's too many upstream timeouts, there's high numbers of downstream uncorrectable (Post-RS) errors, with the numbers indicating problems heavily weighted towards lower frequencies. The network log looks like there was a particular problem on 16 July that could explain those numbers, so long as they are not increasing.
@njl92Restart the hub, let it run for 24 hours without a restart, check the hub stats again. Restarting the hub will zero the error counters. The odd upstream timeout is usually acceptable, multiple numbers within 24 hours probably not, and you shouldn't have more than 1-5 post-RS errors across all downstream channels added together.
on 20-07-2021 12:32
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 2.2 | 38 | 256 qam | 1 |
2 | 147000000 | 2.5 | 40 | 256 qam | 2 |
3 | 155000000 | 2.5 | 40 | 256 qam | 3 |
4 | 163000000 | 2.2 | 40 | 256 qam | 4 |
5 | 171000000 | 2.2 | 40 | 256 qam | 5 |
6 | 179000000 | 2 | 40 | 256 qam | 6 |
7 | 187000000 | 1.9 | 40 | 256 qam | 7 |
8 | 195000000 | 1.9 | 40 | 256 qam | 8 |
9 | 203000000 | 2 | 40 | 256 qam | 9 |
10 | 211000000 | 2.2 | 40 | 256 qam | 10 |
11 | 219000000 | 2.2 | 40 | 256 qam | 11 |
12 | 227000000 | 2.2 | 40 | 256 qam | 12 |
13 | 235000000 | 2 | 40 | 256 qam | 13 |
14 | 243000000 | 1.9 | 40 | 256 qam | 14 |
15 | 251000000 | 1.9 | 40 | 256 qam | 15 |
16 | 259000000 | 1.7 | 40 | 256 qam | 16 |
17 | 267000000 | 1.9 | 40 | 256 qam | 17 |
18 | 275000000 | 1.7 | 40 | 256 qam | 18 |
19 | 283000000 | 1.9 | 40 | 256 qam | 19 |
20 | 291000000 | 1.9 | 40 | 256 qam | 20 |
21 | 299000000 | 2.4 | 38 | 256 qam | 21 |
22 | 307000000 | 2.2 | 40 | 256 qam | 22 |
23 | 315000000 | 2.5 | 40 | 256 qam | 23 |
24 | 323000000 | 2.5 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 420552 | 130050 |
2 | Locked | 40.9 | 156127 | 15563 |
3 | Locked | 40.3 | 101704 | 9673 |
4 | Locked | 40.3 | 140978 | 17784 |
5 | Locked | 40.3 | 116717 | 9987 |
6 | Locked | 40.9 | 102128 | 7988 |
7 | Locked | 40.3 | 100716 | 8310 |
8 | Locked | 40.3 | 121335 | 12534 |
9 | Locked | 40.3 | 90601 | 7807 |
10 | Locked | 40.3 | 69916 | 4351 |
11 | Locked | 40.9 | 64814 | 3487 |
12 | Locked | 40.3 | 71306 | 4316 |
13 | Locked | 40.9 | 67664 | 3754 |
14 | Locked | 40.3 | 56797 | 2367 |
15 | Locked | 40.3 | 51391 | 1715 |
16 | Locked | 40.3 | 50036 | 1475 |
17 | Locked | 40.3 | 43556 | 2365 |
18 | Locked | 40.3 | 41619 | 3185 |
19 | Locked | 40.3 | 38084 | 2099 |
20 | Locked | 40.3 | 43612 | 291 |
21 | Locked | 38.6 | 40535 | 125 |
22 | Locked | 40.3 | 36568 | 77 |
23 | Locked | 40.3 | 29581 | 85 |
24 | Locked | 40.3 | 24119 | 69 |
on 20-07-2021 12:33
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600020 | 43.5 | 5120 | 64 qam | 5 |
2 | 46200219 | 42.8 | 5120 | 64 qam | 3 |
3 | 39400049 | 43 | 5120 | 64 qam | 4 |
4 | 25800149 | 43.3 | 5120 | 64 qam | 6 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 4 | 0 |
3 | ATDMA | 0 | 0 | 3 | 0 |
4 | ATDMA | 0 | 0 | 4 | 0 |
on 20-07-2021 12:35
19/07/2021 15:19:16 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 13:50:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 09:58:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 09:48:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 09:48:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 09:47:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/07/2021 03:19:15 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/07/2021 14:24:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/07/2021 14:24:19 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/07/2021 15:19:14 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/07/2021 04:33:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 22-07-2021 13:06
Hi njl92,
Thanks for reaching out to us in our community and welcome, sorry to see you are having issues while gaming, I wasn't able to locate your account with the details we have for you, I will be happy to look further into this for you however yo do so I will invite you into a private chat.
I will send a invite shortly, please click on the purple envelope to accept?
Regards
Paul.
on 24-07-2021 10:20
Hi njl92,
Thanks for coming back to me, as I haven't been able to find any issues and you have advised it looks like it is your set up could you please give us a little update of what the issue was you found and how you fixed it as irt will help others here in our community facing the same problem?
Kind regards
Paul.
on 24-07-2021 10:33
The posted data suggests a possible VM broadband problem. There's too many upstream timeouts, there's high numbers of downstream uncorrectable (Post-RS) errors, with the numbers indicating problems heavily weighted towards lower frequencies. The network log looks like there was a particular problem on 16 July that could explain those numbers, so long as they are not increasing.
@njl92Restart the hub, let it run for 24 hours without a restart, check the hub stats again. Restarting the hub will zero the error counters. The odd upstream timeout is usually acceptable, multiple numbers within 24 hours probably not, and you shouldn't have more than 1-5 post-RS errors across all downstream channels added together.
on 24-07-2021 11:01
Hi Andrew,
Thanks for the response! so having read your message I think the problem is twofold, firstly being the way I connect the Xbox to my router (using power line adapters), which after connecting directly into the router seemed to even out the connection a lot. However having just signed into the super hub again, I have a massive error count on all channels again. I rebooted the router on hub on Thursday evening and I will post the current data below.
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 195 | 311 |
2 | Locked | 40.3 | 196 | 378 |
3 | Locked | 40.3 | 263 | 357 |
4 | Locked | 40.3 | 399 | 261 |
5 | Locked | 40.3 | 332 | 301 |
6 | Locked | 40.3 | 293 | 307 |
7 | Locked | 40.3 | 261 | 291 |
8 | Locked | 40.9 | 232 | 362 |
9 | Locked | 40.3 | 219 | 306 |
10 | Locked | 40.3 | 202 | 391 |
11 | Locked | 40.3 | 225 | 253 |
12 | Locked | 40.3 | 279 | 244 |
13 | Locked | 40.3 | 247 | 248 |
14 | Locked | 40.3 | 282 | 187 |
15 | Locked | 40.3 | 265 | 209 |
16 | Locked | 40.3 | 274 | 215 |
17 | Locked | 40.9 | 259 | 185 |
18 | Locked | 40.3 | 261 | 218 |
19 | Locked | 40.3 | 282 | 204 |
20 | Locked | 38.9 | 288 | 187 |
21 | Locked | 38.9 | 299 | 191 |
22 | Locked | 40.9 | 274 | 188 |
23 | Locked | 40.3 | 277 | 211 |
24 | Locked | 40.3 | 214 | 168 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 24-07-2021 11:54
Over 6,000 uncorrectable errors in 36 hours is not normal. That's showing a noise problem between the hub and VM's network gear. That will tend to produce erratic latency. If a few errors occurred during a speed test or download the impact would be slower performance, although given the short duration of most speed tests chances are the problem wouldn't be apparent.
The pre-RS errors can be ignored, they are resolved by the hub's error correction without any impact on speed or latency unless the numbers are extreme (and in that case the post-RS is invariably still the real problem).
I think you need a technician visit.
on 25-07-2021 10:10
Hi Nick,
Thank you for coming back to me, I have been monitoring this for you and I do believe a full check your end is needed, as advised by Andrew it does point to SNR which could be down to a connection or cabling issue, I have booked a technician fopr you, to view and change this you would need to get the account holder to log into the online account and select help, my appointments?
Please let us know how things go and what the technician finds.
Kind regards
Paul.