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Getting kicked on steam, high ping/latency

My Broadband Ping - Standard Virgin Setup

 

I was starting to look into the issue before I had to leave for work a couple of weeks ago, the bairn is getting booted from his online games, I have had the thinkbroadband monitoring whilst I have been away but they are still similar to this bar a couple spikes here and there.

We have tried connecting hard wire and wirelessly both have similar results for his gaming.

I have done router resets, I tried the router in modem mode (bought an asus router, actually made things worse), so currently back into the standard setup using the Virgin router as a router.  Is there anything else I should be looking for, I am back home from tomorrow so will be able to supply any further information from then.

As a side we have had a few issues recently with the TV service which they had to do work in the cabinets for, not sure if that may have a bearing on any of this.

 

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Re: Getting kicked on steam, high ping/latency

When you can, go into your hub's status page, and copy and paste (as formatted text) the contents of the tabs Downstream, Upstream and Network logs in replies here.  Somebody will take a look and advise if there's anything obviously wrong.

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Re: Getting kicked on steam, high ping/latency

Thanks for the reply, hopefully this is the detail you mentioned :
 
Looks like I will have to break it up a touch
 
 
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
25799961
Locked
Provisioning State
Online

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000001038256 qam1
24190000009.638256 qam2
34270000009.640256 qam3
44350000009.538256 qam4
54430000009.538256 qam5
64510000009.540256 qam6
74590000009.538256 qam7
84670000009.438256 qam8
9475000000938256 qam9
10483000000938256 qam10
11491000000938256 qam11
12499000000938256 qam12
13507000000940256 qam13
145150000009.138256 qam14
155230000009.138256 qam15
16531000000938256 qam16
175390000008.938256 qam17
185470000008.538256 qam18
195550000008.438256 qam19
205630000008.338256 qam20
21571000000838256 qam21
225790000008.138256 qam22
235870000008.340256 qam23
245950000008.338256 qam24



Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.95583372
2Locked38.96433191
3Locked40.36663112
4Locked38.95423017
5Locked38.95423060
6Locked40.39552844
7Locked38.97512526
8Locked38.94381992
9Locked38.67502368
10Locked38.95662593
11Locked38.95602127
12Locked38.912842088
13Locked40.94532067
14Locked38.93922058
15Locked38.97632667
16Locked38.93661867
17Locked38.93631840
18Locked38.96431680
19Locked38.9565417
20Locked38.9603409
21Locked38.910288679
22Locked38.910458615
23Locked40.36721399
24Locked38.9590582

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1257999613.575512064 qam12
2394000243.65512064 qam9
3462000473.7512064 qam8
4537000963.725512064 qam7
5603000673.75512064 qam6
6326000943.625512064 qam10



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
6ATDMA0000

 

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Re: Getting kicked on steam, high ping/latency

Network Log

Time Priority Description

02/07/2020 22:09:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2020 07:28:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 23:31:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 21:59:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 20:27:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 23:01:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 00:57:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 05:10:30ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 22:40:29ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 22:27:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 03:10:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 00:47:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 03:51:17ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 21:46:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 16:53:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 03:33:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2020 13:23:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 10:30:21ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 21:23:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 13:22:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Re: Six upstream channels !!!

Your downstream power levels are right at the top end of permissible levels, and that could be enough to cause this, but I'm surprised by the fact that the hub is reporting six downstream channels - I've looked at hundreds of hub logs over the years, and I've never seen that once.  The norm is very occasionally two, otherwise four.  I'll flag your post for staff to look into because this falls well outside the usual, and I can't really say what is going on.

It is possible that the six channels (but not the downstream power levels) are part of a secret trial - VM do these sometimes - and speculating even further and more wildly, if that were the case I'd guess it was to see if they can improve upload speeds.

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Re: Getting kicked on steam, high ping/latency

Thanks for the posts InFESTation.

 

I've been able to take a look through the stats, as well as what our systems show and it appears that everything is within spec.

 

Our system is picking up an issue you may be experiencing with Wi-Fi, do you have any issues with Ethernet connections or has this just been with Wi-Fi?

 

Kindest regards,

 

David_Bn

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Re: Six upstream channels !!!

One question I should have asked - when was the hub last rebooted before you took the status data? 

The error counts look suspicious, but that depends on how long since the hub was last rebooted, how fast they are cropping up, and whether they are pre or post RS. 

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Re: Getting kicked on steam, high ping/latency

Yes, this is also a good point raised by @Andruser

 

Can you please reboot, or possibly even perform a pin hole reset on the hub?

 

Our faults team are encouraged to reboot any hubs that have an uptime that is beyond 10 days.

 

I can see your hub surpasses this rather comfortably

 

Kindest regards,

 

David_Bn

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Re: Getting kicked on steam, high ping/latency

The last reboot was before going to work, this was when we were trying to work through the issues, we started with the reboots, carried out full resets, tried modem mode with an ASUS router doing the routing.  Reset the virgin router and started again with it.

We run the gaming PC with an ethernet cable and still had the same issue with the same latency within games, in both modes router/modem so we are back on the WiFi for that PC as it is impractical to leave a cable across the house.

I will reboot today and then post same details tomorrow, I can perform another full reset then if there is nothing obvious and then post those up the day after if that will be useful.

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Re: Getting kicked on steam, high ping/latency

Thanks for the response InFESTation

 

Hopefully a reset on the hub will clear the issue up for us

 

Kindest regards,

 

David_Bn

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