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High Latency & Packet Loss (SM1 Sutton)

Hi.

Having huge problems with high latency and packet loss in the last couple of weeks, seems to be a lot of other people with the same issue.

I had an engineer visit on the 26th who said the signal was too high and lowered it, but this has not helped the issue in the slightest. I did try to show them the BQM graph but they had apparently never seen one before and didn't know what it was.

Done the standard stuff, power cycled, modem mode, latest firmware etc. Seems like I am experiencing the same overload that others have posted about.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bb237d46d030c6a0714947234c17a5e95f...

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Message 2 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

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

1443000000138256 qam37
22510000001.238256 qam15
3259000000138256 qam16
42670000001.238256 qam17
52750000001.238256 qam18
62830000001.438256 qam19
72910000001.438256 qam20
82990000001.538256 qam21
93070000001.738256 qam22
103150000001.738256 qam23
11323000000238256 qam24
123470000001.438256 qam25
133550000001.538256 qam26
143630000001.738256 qam27
153710000001.738256 qam28
163790000001.738256 qam29
173870000001.738256 qam30
183950000001.738256 qam31
194030000001.738256 qam32
204110000001.738256 qam33
214190000001.538256 qam34
224270000001.538256 qam35
234350000001.238256 qam36
24451000000138256 qam38
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Re: High Latency & Packet Loss (SM1 Sutton)

Time Priority Description

30/03/2020 09:18:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 04:39:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxxl500u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 04:39:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 23:50:8ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 23:46:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 19:00:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 13:04:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 09:21:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 05:53:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:30:58criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:30:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:30:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:30:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:30:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:29:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:18:56criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:18:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:17:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:17:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 09:17:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

bb237d46d030c6a0714947234c17a5e95fbdc7bc.png

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Message 5 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

Anyone from VM team able to help with this - getting really frustrating now.

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Message 6 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

£100/mo for a service like this, can't get through to anyone on the phone, and no support on the forums.. great!

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Message 7 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

Covid-19 is happening you can't blaim VM for that

 

Due to the current situation there is a text message only service is available via: 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can.

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Message 8 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

I haven't blamed Virgin for Covid at all. Just looking for some support with my issue instead of being fobbed off all the time.

I've had an engineer round weeks ago that didn't fix the problem, another engineer told me that the network utilisation would be fixed on Saturday and it still isn't.

Why won't anyone from Virgin give me a straight answer?

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Message 9 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

Ive been having the exact same issue, extremely high latency and slow speeds.
Tried to contact customer support by call but no response after hours of trying.
I also started an online conversation with the hope that someone would answer, but after a week of leaving the conversation open, noone replies.
If we are paying for these services and arent getting them, why pay for them?

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Message 10 of 16
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Re: High Latency & Packet Loss (SM1 Sutton)

network utilisation can take yeasr to fix and it sure wont be any better with the whole of the UK stuck at home.

THey are not going to fix network utilisation with the load this high as its impossible to plan or monitor

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