Virgin Media Community

[steve_n573]

Hi, 

I am experiencing high latency on my 350mbps service, the ping responses from the HUB3 router are:

PING 1.1.1.1 (1.1.1.1): 64 data bytes
72 bytes from 1.1.1.1: seq=0 ttl=53 time=140.000 ms
72 bytes from 1.1.1.1: seq=1 ttl=53 time=3290.000 ms
72 bytes from 1.1.1.1: seq=2 ttl=53 time=14520.000 ms
--- 1.1.1.1 ping statistics ---
10 packets transmitted, 3 packets received, 70% packet loss
round-trip min/avg/max = 140.000/5983.333/14520.000 ms

PING 8.8.8.8 (8.8.8.8): 64 data bytes
72 bytes from 8.8.8.8: seq=0 ttl=116 time=130.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=116 time=180.000 ms
72 bytes from 8.8.8.8: seq=2 ttl=116 time=9220.000 ms
72 bytes from 8.8.8.8: seq=3 ttl=116 time=20910.000 ms
--- 8.8.8.8 ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 130.000/7610.000/20910.000 ms

Packet loss and erratic response times.

Any ideas how to go about troubleshooting? Should I get on to VM support?

Thanks,

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	723000000	12.6	40	256 qam	40
2	539000000	12	40	256 qam	17
3	547000000	12.5	38	256 qam	18
4	555000000	12.5	40	256 qam	19
5	563000000	13	38	256 qam	20
6	571000000	12.9	38	256 qam	21
7	579000000	13.1	38	256 qam	22
8	587000000	13.3	38	256 qam	23
9	595000000	13.5	38	256 qam	24
10	603000000	13.6	40	256 qam	25
11	611000000	13.1	38	256 qam	26
12	619000000	13	38	256 qam	27
13	627000000	12.8	38	256 qam	28
14	635000000	12.8	38	256 qam	29
15	643000000	12.5	38	256 qam	30
16	651000000	12.6	38	256 qam	31
17	659000000	12.6	38	256 qam	32
18	667000000	12.9	38	256 qam	33
19	675000000	13	38	256 qam	34
20	683000000	13	40	256 qam	35
21	691000000	13	40	256 qam	36
22	699000000	13	38	256 qam	37
23	707000000	13	40	256 qam	38
24	715000000	12.9	40	256 qam	39

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	33686382	0
2	Locked	40.3	9583909	0
3	Locked	38.9	9567752	0
4	Locked	40.3	10725187	0
5	Locked	38.9	11031719	0
6	Locked	38.9	12117589	0
7	Locked	38.9	11590808	0
8	Locked	38.9	12888836	0
9	Locked	38.9	12929775	0
10	Locked	40.3	14256854	0
11	Locked	38.9	18333748	0
12	Locked	38.6	19610401	0
13	Locked	38.9	21415876	0
14	Locked	38.9	22940511	0
15	Locked	38.9	25158880	0
16	Locked	38.9	25861524	0
17	Locked	38.6	24931076	0
18	Locked	38.9	25181636	0
19	Locked	38.9	24531201	0
20	Locked	40.3	24897556	0
21	Locked	40.3	26596751	0
22	Locked	38.9	29242489	0
23	Locked	40.3	30962178	0
24	Locked	40.3	32661758	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700012	39.5	5120	64 qam	2
2	39399996	38	5120	64 qam	4
3	46199979	38	5120	64 qam	3
4	60299998	39.5	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	0	0

[jpeg1]

Your downstream levels are too high and need correcting, but this may not be the cause of your problem.  Set up a BQM and post a link here.

[steve_n573]

Here you go.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa13751a81ac2a246c1d0f85c93044cf77...

Ta.

[carl_pearce]

---

@steve_n573 wrote:

Here you go.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa13751a81ac2a246c1d0f85c93044cf77...

Ta.

---

Ouch...

[jpeg1]

You have the same problem as many on here.  Your local network is overloaded by too many users loading it heavily. 

There's not much you can do I'm afraid. 

[steve_n573]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c1f7e8f99610a579753c96aa2c2fecf9d8...

The connection is awful, VPN/RDP freezes, Teams calls drop, cant get through to any support number, just keeps rebooting the router and saying go online...