Menu
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
397 Views
Message 1 of 12
Flag for a moderator

HUGH Latency/ Lag Issues for last 2-3 weeks

Hey All, 

So for the last few weeks I have experienced a insane increase in my latency. It hovers anywhere between 40-100ms on xbox / ps4 and when running speed tests (the ones recommended on virgins website)

Now I have done EVERYTHING to attempt to resolve this my self (re-boot / port forwarding / DMZ / static IP address assignment) and reset everything back to default and nothing has changed

The download speeds fluctuate anywhere between 20 and 250 depending on the day / time and lunar cycle and its becoming ever more frustrating.

I have called virgin 3 times and been cut off on the hour mark and raised 2 complain forms and no contact at all. I am hoping somebody may be able to help / VM staff may get in touch this way as I am at my wits end now!

Down and Upstream numbers FYI:

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)
226750000
Locked
Ranged Upstream Channel (Hz)
32600019
Locked
Provisioning State
Online

 

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
396 Views
Message 2 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Downstream:

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

12267500003.740256 qam12
21387500004.938256 qam1
3146750000540256 qam2
41547500004.840256 qam3
51627500004.640256 qam4
61707500004.540256 qam5
71787500004.340256 qam6
81867500004.438256 qam7
91947500004.140256 qam8
10202750000440256 qam9
11210750000438256 qam10
122187500003.740256 qam11
132347500003.740256 qam13
142427500003.740256 qam14
152507500003.440256 qam15
162587500003.240256 qam16
17266750000340256 qam17
18274750000338256 qam18
192827500003.240256 qam19
202907500003.440256 qam20
212987500003.738256 qam21
223067500003.740256 qam22
233147500003.740256 qam23
243227500003.540256 qam24



Downstream bonded channels

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

1Locked40.370
2Locked38.640
3Locked40.350
4Locked40.360
5Locked40.960
6Locked40.930
7Locked40.950
8Locked38.950
9Locked40.350
10Locked40.340
11Locked38.950
12Locked40.340
13Locked40.340
14Locked40.360
15Locked40.300
16Locked40.350
17Locked40.350
18Locked38.950
19Locked40.350
20Locked40.340
21Locked38.900
22Locked40.960
23Locked40.360
24Locked40.360

 

Upstream:

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

1326000194.25512064 qam3
2258000584.1512064 qam4
3393999914.25512064 qam2
4462000344.25512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Highlighted
  • 158
  • 3
  • 13
Dialled in
356 Views
Message 3 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Check the network logs for a software update around the time the issue started.

Also worth finding out from the hub what version of software you're running.

Andy

0 Kudos
Reply
Highlighted
  • 1.71K
  • 56
  • 214
Super solver
352 Views
Message 4 of 12
Flag for a moderator
Helpful Answer

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Run a Puma 6 test. Just google it.

If to much red, thats the issue on your SH3.

--
Red (VM SH2 AC Beta tester)
Running on 350Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
  • 6
  • 0
  • 0
Tuning in
348 Views
Message 5 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Checked the logs....doesn't appear to be and update as far back as 17/03 so not sure on that but it is running version 10 is that helps

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Tuning in
343 Views
Message 6 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Ran the puma 6 test.....

 

got 78 errors and showing excess red all across the board

0 Kudos
Reply
Highlighted
  • 1.71K
  • 56
  • 214
Super solver
339 Views
Message 7 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Login into the SH3, and he if you can find the Software (Firmware) version, and post here.

--
Red (VM SH2 AC Beta tester)
Running on 350Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
Highlighted
  • 27
  • 1
  • 7
Forum Team
Forum Team
336 Views
Message 8 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Hi MotivManning,

Virgin Technician here, i've looked over your downstream and Upstream signals. They seem to be inspect (inline with our network).But just because the signals are inspec doesn't mean the setup is right. there are many factors that can cause intermittent connections, I.E loose & old connectors, damage or bend in cable and so on.  

I could do a diagnostic for you if you wish? Pm me and i can try to help further. 

Kind regards,

Virgin Media Field Technician.

Afshin


Here to help! I'm a technician helping out whilst working from home. Find out more


Highlighted
  • 6
  • 0
  • 0
Tuning in
332 Views
Message 9 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1811.401
Cable MAC address: **:**:**:**:**:**
Cable modem serial number: AAAP90424709
System up time: 0 days 19h:30m:41s
Network access: Allowed
0 Kudos
Reply
Highlighted
  • 1.71K
  • 56
  • 214
Super solver
328 Views
Message 10 of 12
Flag for a moderator

Re: HUGH Latency/ Lag Issues for last 2-3 weeks

Thats the lastest version.

--
Red (VM SH2 AC Beta tester)
Running on 350Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
0 Kudos
Reply