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navdhanjal
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High Latency Issues for months

I've had issues with high latency and internet drop outs for months.

I've had engineers come out on at least two occasions. They've replaced the wiring outside my house.

I've had a new modem sent to me which has made no difference.

This is my BQM for the last 24 hours. I can assure you that I have a few months of graphs that I can show look exactly like this:

navdhanjal_0-1598348878550.png

 

I use the router in modem mode. I have a few wireless devices in my house, but 90% of the devices I have are wired.

I am at my wits end. No one at Virgin Media support seems to want to help. This is literally my last avenue before I just cancel the service and go to another provider - who undoubtedly will be slower - but at least they can provide me with a stable service.

Can anyone help?

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navdhanjal
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Re: High Latency Issues for months

This is my downstream bonds:

Downstream bonded channels

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

14027500005.140256 qam25
21867500006.640256 qam7
31947500006.640256 qam8
42027500006.538256 qam9
52107500006.438256 qam10
6218750000640256 qam11
72267500005.938256 qam12
82347500005.638256 qam13
92427500005.538256 qam14
102507500005.538256 qam15
112587500005.538256 qam16
122667500005.638256 qam17
132747500005.638256 qam18
142827500005.638256 qam19
152907500005.438256 qam20
162987500005.438256 qam21
173067500005.538256 qam22
183147500005.540256 qam23
193227500005.540256 qam24
204107500005.140256 qam26
21418750000540256 qam27
22426750000540256 qam28
234347500004.840256 qam29
244427500004.540256 qam30



Downstream bonded channels

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

1Locked40.370
2Locked40.300
3Locked40.960
4Locked38.960
5Locked38.940
6Locked40.340
7Locked38.960
8Locked38.610
9Locked38.640
10Locked38.900
11Locked38.940
12Locked38.950
13Locked38.960
14Locked38.940
15Locked38.650
16Locked38.940
17Locked38.9130
18Locked40.360
19Locked40.300
20Locked40.350
21Locked40.350
22Locked40.950
23Locked40.360
24Locked40.360

 

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navdhanjal
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Re: High Latency Issues for months

This is my upstream bonds:

Upstream bonded channels

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

1603000004.15512064 qam1
2394000004.275512064 qam4
3462000004.3512064 qam3
4537000004.275512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



This is my network log:

Network Log

Time Priority Description

01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 00:17:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 04:41:5ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 17:22:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 15:12:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 06:03:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 12:11:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:15:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2020 09:10:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 08:43:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 22:31:33ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 01:46:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 22:18:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 21:39:24ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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navdhanjal
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Re: High Latency Issues for months

So I've just had another engineer visit.

He confirmed that all my cabling had recently been replaced from inside the house all the way to the cabinet, my modem was operating within the correct tolerances etc.

According to him, everything looks fine from a hardware/cabling perspective and has no idea why he was called to my address when the problem lies on the VM Network side.

When I spoke to him about cancelling, its telling when his reply was "I wouldn't blame you - lots of people are having the exact same issues"

Anyone from VM Support on here willing to chime in and help with my issue or should I just call VM and cancel?

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Paul_DN
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Re: High Latency Issues for months

Hi navdhanjal,

 

Thank you for reaching out to us in our community, I am sorry to hear we have been unable to find any further issues after all cabling channged.

 

I have had a look our end and cannot see any issues at all, all I can see is that you have a 3rd party router, please remove this and run some further broadband quality checks with our router in router mode.

 

From what you advised the technician had advised sounds like this may be due to the amount of people now using the service for working which is  causing some digestion.

 

Regards

 

Paul.

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Z92
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Re: High Latency Issues for months

Sounds like a classic case of over utilisation to me, so if you can't stand it best to vote with your feet and find another provider. To be honest, Virgin isn't the best for gaming anyway. 

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navdhanjal
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Re: High Latency Issues for months

@Paul_DN

I've now reconfigured my entire network and am using the virgin router in router mode.

Lets see what happens over the next 24 hours.

 

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navdhanjal
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Re: High Latency Issues for months

So the most surprising thing is that in router mode the connection is more stable. Why is a question I'm going to ignore (because surely in modem mode it does less work and therefore should always be more stable) but ok - accepted...I'll leave it in router mode.

However - I'm still getting really spotty performance. It definitely isn't cutting out anywhere near as much as it was before, but it is overall more laggy than before.

Can someone investigate?

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Sebster
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Re: High Latency Issues for months

I was having the same issue as you since late March. Last month I changed my Virgin Media package from M350 to M100 and had another line installed with Zen Broadband. This came to roughly the same price as I was paying for the M350, maybe an extra £5 on top.

I have both the Zen modem and VM SH3 in Modem Mode connecting to my Asus RT-AC88U using Dual Wan. My Asus router will direct the traffic of my devices to whichever provider I want; for example my gaming PC and PS4 will use the Zen connection and all other devices (mobile phones, Chromecast, etc) will use Virgin Media. That way I ensure my gaming experience gets the best stability possible. Furthermore it will also act as a failover, so if one connection goes down the router will use the second connection as a backup.

This is today's BQM for both my Zen and Virgin Media connection.

Zen Broadband

1b15c63d08ae738d4ed7c820e6d3e769ab7f5879-31-08-2020

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1b15c63d08ae738d4ed7c820e6d3e769ab...

 

Virgin Media
060e9ef30732a340f806ae1677304dbfc50e193d-31-08-2020

https://www.thinkbroadband.com/broadband/monitoring/quality/share/060e9ef30732a340f806ae1677304dbfc5...
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