Menu
Reply
Sim6065
  • 15
  • 0
  • 2
On our wavelength
387 Views
Message 1 of 10
Flag for a moderator

High Latency PLEASE HELP

Hi,

I'm new to forum posts so please bare with me and if you need further information do say.

Since October I have experienced extreme drops in connection.

High latency and Ping, uncontrollable lag during gameplay.

I have had engineers out where both times they suggest a seperate issue, the reps on the phone aren't too understanding of the issues at hand.

I work from home, in detail I am a streamer and earn a living through it. In these desperate times it has become harder on everyone, im truly feeling the struggle where I am unable to earn my income due to the connection issues. It may not be understood by many but it is my source of income. I feed my family with it. Its my job.

I will do anything to get to the bottom of this issue, please. 

I am at the end of my tether and struggling mentally and physically. These times are tough but I cannot get through to someone who can help, which is making the issue worse and prolonging the losses i have and still endure.

Here is my BQM, every day is pretty much the same 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/24ba99faa04bee7a589fbeb4ba36520ebc1e401e-18-01-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/24ba99faa04bee7a589fbeb4ba36520ebc1e401e-18-01-2021.png[/img][/url]

 

Here is my router Down/Upstream

 

Downstream bonded channels

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

14670000003.937256 qam8
24110000005.437256 qam1
34190000005.537256 qam2
44270000005.537256 qam3
54350000006.537256 qam4
64430000005.837256 qam5
74510000004.837256 qam6
8459000000437256 qam7
94750000004.837256 qam9
104830000004.837256 qam10
114910000005.637256 qam11
124990000005.837256 qam12
135070000004.837256 qam13
145150000004.437256 qam14
155230000003.937256 qam15
165310000004.337256 qam16
17539000000437256 qam17
185470000004.137256 qam18
195550000004.637256 qam19
20563000000437256 qam20
215710000004.137256 qam21
22579000000437256 qam22
235870000004.837256 qam23
245950000004.637256 qam24



Downstream bonded channels

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

1Locked37.6330
2Locked37.3490
3Locked37.6530
4Locked37.3410
5Locked37.3410
6Locked37.3410
7Locked37.3400
8Locked37.3340
9Locked37.6400
10Locked37.3410
11Locked37.3280
12Locked37.3420
13Locked37.6350
14Locked37.3190
15Locked37.6270
16Locked37.3210
17Locked37.3260
18Locked37.6160
19Locked37.6220
20Locked37.3140
21Locked37.6120
22Locked37.6110
23Locked37.680
24Locked37.650

 

Tags (4)
0 Kudos
Reply
Sim6065
  • 15
  • 0
  • 2
On our wavelength
386 Views
Message 2 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Upstream bonded channels

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

13940002442512064 qam4
24620008742512064 qam3
35370000743.5512064 qam2
46030000743.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

18/01/2021 21:26:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 20:39:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 20:32:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 19:30:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 09:29:34notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

PING www.google.com (216.58.206.132): 64 data bytes
72 bytes from 216.58.206.132: seq=0 ttl=118 time=140.000 ms
72 bytes from 216.58.206.132: seq=1 ttl=118 time=1940.000 ms
--- www.google.com ping statistics ---
3 packets transmitted, 2 packets received, 33% packet loss
round-trip min/avg/max = 140.000/1040.000/1940.000 ms

 

Please help

0 Kudos
Reply
Sim6065
  • 15
  • 0
  • 2
On our wavelength
382 Views
Message 3 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

0 Kudos
Reply
jem101
  • 1.52K
  • 215
  • 713
Very Insightful Person
Very Insightful Person
352 Views
Message 4 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Well the good news is that the Hub stats you have given are just fine, the bad news is that the BQM graph is showing a classic case of congestion (usually it's an upstream problem, for reasons that we don't need to bother about now). The cause is simply too many users or too much traffic for the local network segment to handle and a consequence of how cable broadband connection technology works.

The connection isn't actually broken, it's working exactly how it is designed to, think of the connection like a road, if there are too many cars using it, your commute is going to be miserable, but the road isn't broken, it can't be helped by resurfacing the road or getting faster cars, you simply need more road! Unfortunately for an internet connection, increasing the road size (capacity) is neither a cheap or quick process.

Now VM do invest and increase capacity in their systems but not as quickly as everyone might like, hopefully in a few days one of the VM forum team will find this thread, and check what the status is with your connection and advise if any remedial work is planned and the time frame for it  - but, be warned, these estimates can very often slip and you could be looking at many months before anything happens.

In their defence, VM never make any claims about latency and would certainly never advertise a product as being ideal and perfect for professional streamers - especially not a domestic internet connection with no guarantees or SLAs attached. 

Not that any of this particularly helps you right here and now, so what I would suggest is that you a) continue to call VM and complain about the poor quality of the connection making if difficult to play games, remote working etc. - don't say anything about losing money over it as that won't cut any ice as explained above, and b) at least start investigating alternative internet suppliers. Yes you won't get as good headline speeds but what's more important, speed or consistency of the connection?

Armed with all that, see what VM have to say about it when they reply and you can make your decision accordingly. Personally, in your shoes, I wouldn't be relying on any one provider. It might well pay you to keep VM for the raw speed and an alternative supplier as a backup and for the lower latency. 

 

Sim6065
  • 15
  • 0
  • 2
On our wavelength
323 Views
Message 5 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Hi there, thank you for the response.

Really appreciate taking the time to take a look.

I think I figured this may be the case as I had hit so many walls trying to assess every area and turning a blank.

I called the other day to leave, but in doing that they warned me of a fee of £150. This was devastating knowing I am stuck here not being able to work and if I tried to do anything about it I would pay to leave and pay to join somewhere else. 

I understand that's the way things are but for an individual in the grand scheme can be very distressing and mentally burdening. Forced to endure the worst without any sign of it getting better.

I look forward to one of the Forum Team assisting here, some reassurance from them would help a little I guess.

Thanks again 

Sim

0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
312 Views
Message 6 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Does it make a difference if this is highly likely to be due to Covid related working from home, and therefore will probably ease up over the next few three months or so?

If you really do want to leave, then first off do your research.  What's the alternative?  Can your chosen ISP confirm that there's acceptable speeds and no contention problems on Openreach for your area?  Remember that the large ISPs are much of a muchness, if you want accurate answers and decent service, you need to speak to the ISPs on the top right of this page. Also ask when they could get a line installed.  If it'll take Openreach a couple of months, that early exit fee may be a lot lower.  If low latency is paramount, get the new line as soon as possible, and just don't use the VM connection, let the contract "age-off" and cancel on the 30th day before it finishes.

And if you really want to cancel, and see no reason to pay a fee to VM, then use the VM complaints process (and almost certainly escalate for arbitration at CISAS ) to be released from contract without penalty. If you need to do this, the grounds of your complaint is the poor performance, and your request for release from contract without penalty is twofold: First the Consumer Rights Act 2015 that requires any consumer service to be provided with "reasonable skill and care", and second, the Ofcom Fairness Commitments that VM have signed up to, that states "Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty."  Note that as far as I can see from what's here, VM haven't yet admitted that there's a problem, nor provided a fix date.  You'd need to use the complaint notifying them of a problem, invoking the clauses mentioned above, and requesting them to fix this in 30 days or release you from contract.  That's similar to the minimum speed rules, but you're not using that - the Ofcom commitments refer to "problems", not speed.  In the complaint, you should request a deadlock letter if they won't fix the fault or release you without penalty, as that deadlock letter allows you to escalate to CISAS (you can without, it's just much slower).

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Sim6065
  • 15
  • 0
  • 2
On our wavelength
301 Views
Message 7 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Hi there

Thank you for your acknowledgement.

I prefer not to leave, due to being a customer for well over a decade. A few hiccups here and there but never like this so yes, it may be Covid related but that unfortunately does not help not being able to work. Its hard to explain but hopefully this translates well, the longer I stay away from my line of work in streaming, the more I lose not just the income but the support and community I have spent many years working hard to create. 

Yes they will be understanding of the situation I am in but that doesn't help my income.

I really hope the forum team acknowledge this and give me more reassurance about what is happening and hopefully a time scale.

Thank you for all the information I have certainly made note and taken it on board.

Stay safe

Sim

0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
294 Views
Message 8 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

Ahhh..that puts rather a different context on the matter.  If your brand and "business" is being harmed by this, you need to do something quickly.  I'd park the VM performance issues and deal with them separately, and speak to one of those smaller ISPs to see what they could offer and how quickly they can get a new line in.  Making a guess, even if the VM issues are purely Covid related and will clear up, when will that be?  I can't see that happening before May..would you stake your business on normality being resumed earlier?

Would a Zen Internet connection with 66 down and 17 up work for you?  If it would that's going to be what, £40 odd a month for a one year contract, possibly on top of VM's charges, but how long can you let things plod on as they are?  How does that (assumed) forty quid compare to your monthly streaming income, and the accumulative loss of your audience base if you do nothing?

Don't forget that if you haven't cancelled VM yet, then getting a new Openreach connection in is (other than the modest inconvenience)very low risk, because if it doesn't work properly in the first fourteen days you can cancel and owe nothing under your "cooling off" rights.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
chatmandu
  • 34
  • 1
  • 5
On our wavelength
251 Views
Message 9 of 10
Flag for a moderator

Re: High Latency PLEASE HELP


@jem101 wrote:

In their defence, VM never make any claims about latency and would certainly never advertise a product as being ideal and perfect for professional streamers - especially not a domestic internet connection with no guarantees or SLAs attached. 

 

 


Virgin do advertise their service as being perfect for gamers. They even mention streaming in their advertisements. 

chatmandu_0-1611067291041.png

How can they claim it is perfect, when I, personally, am seeing ping and jitter that can exceed 1000ms? 

To me, this is a clear example of false advertising. 

jem101
  • 1.52K
  • 215
  • 713
Very Insightful Person
Very Insightful Person
214 Views
Message 10 of 10
Flag for a moderator

Re: High Latency PLEASE HELP

I stand corrected! I wouldn't have approved this, but then I don't work in marketing!

0 Kudos
Reply