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High Latency & packetloss

Hi,

I had an old thread on here when the issue originally occured, I have had 2 Virgin Media Engineers out to site with them both replacing the connection in the pit, one changed the connection on the outside of the house and one replaced the virgin media router. I have tried the SH3 in both modem & router mode with no change to the high latency and packet loss I have been getting. This issue started the end of Jan 2020 so I have had 5 months of patchy service forcing me to use my works broadband connection since it actually works meaning I have been unable to use my 2x Tivo boxes properly as they appear to need the VM connection for catch up etc.

I have tested the connection in modem mode on a Draytek 2830 router (which can only support around 60mbit throughput), Pfsense i5 server & Mikrotik CRS326 switch in router mode (which can support around 250/300mbit), all three of these devices show packet loss and high latency when gaming or using the internet in general. As of 6pm last night I switched my connection over to Virgin Media again due to a mod posting in my original thread asking if I still had issues, I still have issues.

I have attached below BQM from 6pm last night showing quite clearly the massive latency spikes I receive and low level packetloss, I have also included some speed tests from last night where I do not reach anywhere near the 500mbit which I am signed up for, I have included modem logs also. Can this issue please be looked at by 2nd line as I am not sure at this point if it is even related to any onsite issues. I also note that when the 2nd engineer replaced my modem service was great until a firmware upgrade which put it right back to high latency and packet loss, not sure if related.

26-05-2020 18:3226-05-2020 18:3226-05-2020 18:1926-05-2020 18:1926-05-2020 18:1826-05-2020 18:18BQM, VM reactivated just after 6pmBQM, VM reactivated just after 6pm

Modem stats

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
195000000
Locked
Ranged Upstream Channel (Hz)
46199993
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 195000000 2.2 40 256 qam 8
2 139000000 2.7 38 256 qam 1
3 147000000 2.7 38 256 qam 2
4 155000000 2.5 40 256 qam 3
5 163000000 2.4 38 256 qam 4
6 171000000 2.5 38 256 qam 5
7 179000000 2.5 38 256 qam 6
8 187000000 2.5 38 256 qam 7
9 203000000 2.2 38 256 qam 9
10 211000000 2 38 256 qam 10
11 219000000 2 38 256 qam 11
12 227000000 1.7 38 256 qam 12
13 235000000 1.7 38 256 qam 13
14 243000000 1.5 38 256 qam 14
15 251000000 1.5 37 256 qam 15
16 259000000 1.4 38 256 qam 16
17 267000000 1.7 38 256 qam 17
18 275000000 1.9 38 256 qam 18
19 283000000 2 38 256 qam 19
20 291000000 1.9 38 256 qam 20
21 299000000 2.4 38 256 qam 21
22 307000000 2.2 40 256 qam 22
23 315000000 1.7 38 256 qam 23
24 323000000 1.7 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 38.9 0 0
3 Locked 38.9 6 0
4 Locked 40.3 5 0
5 Locked 38.9 0 0
6 Locked 38.9 0 0
7 Locked 38.6 0 0
8 Locked 38.9 5 0
9 Locked 38.9 5 0
10 Locked 38.6 0 0
11 Locked 38.9 5 0
12 Locked 38.9 5 0
13 Locked 38.6 0 0
14 Locked 38.6 0 0
15 Locked 37.3 0 0
16 Locked 38.6 0 0
17 Locked 38.9 5 0
18 Locked 38.9 3 0
19 Locked 38.9 6 0
20 Locked 38.9 6 0
21 Locked 38.6 5 0
22 Locked 40.3 6 0
23 Locked 38.9 5 0
24 Locked 38.9 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199993 4.7 5120 64 qam 3
2 32599998 3.95 5120 64 qam 5
3 39399983 4.7 5120 64 qam 4
4 53699988 4.7 5120 64 qam 2


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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;k


Primary Downstream Service Flow
SFID 24916
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 24917
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
26/05/2020 14:21:35 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 06:29:32 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 06:29:32 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 17:24:12 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 05:27:23 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 04:18:55 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
22/05/2020 05:24:15 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 04:20:18 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 04:20:18 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2020 22:18:58 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2020 20:06:25 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2020 16:17:43 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2020 08:36:10 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2020 04:15:9 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/05/2020 20:40:10 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/05/2020 11:56:29 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
16/05/2020 11:56:29 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/05/2020 22:42:12 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/05/2020 18:40:38 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/05/2020 09:27:58 Error DHCP RENEW sent - No response for IPv4;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Ping test to bbc.co.uk

C:\Users\Lithgow>ping bbc.co.uk -t

Pinging bbc.co.uk [151.101.0.81] with 32 bytes of data:
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=19ms TTL=57
Reply from 151.101.0.81: bytes=32 time=26ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=33ms TTL=57
Reply from 151.101.0.81: bytes=32 time=22ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=28ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=19ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=21ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=33ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Request timed out.
Request timed out.
Reply from 151.101.0.81: bytes=32 time=512ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=438ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=358ms TTL=57
Reply from 151.101.0.81: bytes=32 time=386ms TTL=57
Reply from 151.101.0.81: bytes=32 time=518ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=435ms TTL=57
Reply from 151.101.0.81: bytes=32 time=343ms TTL=57
Reply from 151.101.0.81: bytes=32 time=451ms TTL=57
Reply from 151.101.0.81: bytes=32 time=554ms TTL=57
Reply from 151.101.0.81: bytes=32 time=531ms TTL=57
Reply from 151.101.0.81: bytes=32 time=478ms TTL=57
Reply from 151.101.0.81: bytes=32 time=569ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=419ms TTL=57
Request timed out.
Request timed out.
Reply from 151.101.0.81: bytes=32 time=376ms TTL=57
Reply from 151.101.0.81: bytes=32 time=461ms TTL=57
Reply from 151.101.0.81: bytes=32 time=438ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=38ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=19ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=244ms TTL=57
Reply from 151.101.0.81: bytes=32 time=21ms TTL=57
Reply from 151.101.0.81: bytes=32 time=15ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=15ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=968ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=22ms TTL=57
Reply from 151.101.0.81: bytes=32 time=17ms TTL=57
Reply from 151.101.0.81: bytes=32 time=24ms TTL=57
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=18ms TTL=57
Reply from 151.101.0.81: bytes=32 time=20ms TTL=57

Ping statistics for 151.101.0.81:
Packets: Sent = 75, Received = 66, Lost = 9 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 968ms, Average = 142ms
Control-C
^C
C:\Users\Lithgow>

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Re: High Latency & packetloss

Reading your earlier posts, you've been persistent and diligent in trying to get VM to fix this.  They've apparently thrown some effort at the problem but clearly can't diagnose the easily evidenced problem on your connection, and without a diagnosis they'll never fix it. 

Cutting to the chase: So how long are you going to keep wasting your time with a company that operates a faulty service and is giving a very clear message that it doesn't understand the technology it uses? 

When Virgin Media works, its pretty good, albeit expensive and with mediocre reliability.  But surely you can't keep paying for a connection like that, or wasting your time when the company don't know what they are doing?

 

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

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Re: High Latency & packetloss

Hi LithgowWilson

 

Thanks for posting. I am sorry to see the broadband issues. 

 

Having ran a diagnostic on our system, I can't see anything that would be causing this. How are you testing the speeds please, wired/wireless?

 

Kind regards

John_GS
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Re: High Latency & packetloss

Hi John,

I am using wired connections for all devices apart from mobile phones. Cat6A across the whole house, all prewired and tested when I moved in.

Patch cables into the router have been replaced as well to ensure no issues.

The pfsense router also has an openreach fttc connection into another of its intel NICs with none of the packet loss/latency issues seen on the VM line currently.

 

Any suggestions for next steps?

Thanks

 

Lithgow

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Re: High Latency & packetloss

Can you pop the router out of modem mode for me to do some tests please?

 

Kind regards,

John_GS
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Re: High Latency & packetloss

Hi John,
I have taken the router out of modem mode and left in router mode currently.

Please let me know how you get on

Thanks

Lithgow
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Re: High Latency & packetloss

Cheers, just checking now 🙂

 

Kind regards

 

John_GS
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Re: High Latency & packetloss

Okay so it needs a technician as one of the power levels out of spec. Will send PM now to arrange

Kind regards,

John_GS
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Re: High Latency & packetloss


@LithgowWilson wrote:

I also note that when the 2nd engineer replaced my modem service was great until a firmware upgrade which put it right back to high latency and packet loss, not sure if related.


Maybe compatibility with the modem firmware to CMTS.

  

---------------------------------------------------------------
BQM, Test for outgoing ports and SSL/L2TP VPN test
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Re: High Latency & packetloss

Same here, great for downloads it seems, but not for gaming it seems. I've been a customer since October but only just moved in so experiencing issue with gaming. Real shame, hopefully it can be rectified before it comes to contract end time.

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