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High Latency and Jitter-Area 01

Hi, I have recently installed the superhub 3 running on the M350 package, the cables were already in so it was a self install. However since installation I am experiencing wild fluctuations on the speed side of things and very rarely getting above the 181mbps guaranteed minimum as quoted at time of purchase. The speed doesnt bother me too much it's the High latency/Jitter I am experiencing during the day that is. I bought this package as Virgin advertise it as being perfect for gamers (well it is if you enjoy gaming between midnight and 8am, at peak times it's impossible to game on it)

Can somebody please get in contact with me to discuss whether this is an over utilisation in the area or whether it is my equipment/setup outside the house.

Please see attached BQM for further information regarding my issues. 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ea5690e7c9c34fbfc44cb344cda869dc08ac9a3-22-06-2020

 

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Re: High Latency and Jitter-Area 01

'Area' doesn't really mean much on Virgin Media, there can be multiple areas with the same number in different parts of the country, I'm in Area 01 (Merseyside) and get this

499c4a47310cbc2171052415e233aad44ae1c24a-20-06-2020.png

Can you post your upstream/downstream logs, you can find them by going to http://192.168.0.1 don't sign in, just click Check Router Status. Then copy/paste or screenshot the downstream, upstream and network log pages. 

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Re: High Latency and Jitter-Area 01

Hi cje85,

The info you requested as followed.

Downstream bonded channels

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

1347000000138256 qam25
2235000000-0.937256 qam13
3243000000-0.737256 qam14
4251000000-0.537256 qam15
5259000000-0.537256 qam16
6267000000-0.537256 qam17
7275000000-0.937256 qam18
8283000000-0.937256 qam19
9291000000-0.537256 qam20
102990000000.237256 qam21
113070000000.237256 qam22
123150000000.438256 qam23
133230000000.738256 qam24
14355000000138256 qam26
15363000000138256 qam27
163710000000.938256 qam28
173790000000.737256 qam29
18387000000137256 qam30
193950000000.938256 qam31
204030000000.737256 qam32
214110000000.737256 qam33
224190000000.737256 qam34
234270000000.738256 qam35
244350000000.238256 qam36



Downstream bonded channels

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

1Locked38.94446865
2Locked37.35405939
3Locked37.65676005
4Locked37.65576039
5Locked37.65446615
6Locked37.65276161
7Locked37.35576062
8Locked37.65866193
9Locked37.65456328
10Locked37.35677130
11Locked37.65997135
12Locked38.65837182
13Locked38.64886882
14Locked38.96467191
15Locked38.66067271
16Locked38.66557330
17Locked37.66327264
18Locked37.36218014
19Locked38.66327999
20Locked37.36038035
21Locked37.35807929
22Locked37.35847890
23Locked38.65917999
24Locked38.65337585

 

Upstream bonded channels

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

1537000004.15512064 qam6
2394000004.25512064 qam8
3462000004.1512064 qam7
4603000004.15512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: High Latency and Jitter-Area 01

Network Log

Time Priority Description

22/06/2020 10:33:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 10:33:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 02:22:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 11:01:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 10:55:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:57:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:55:10ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:49:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 16:45:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: High Latency and Jitter-Area 01

  • Is there anybody from Virgin Media who can assist me? At present it's looking increasingly likely I shall be cancelling the services within the 14 days as it does not perform as I intended. 
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Re: High Latency and Jitter-Area 01

Good Morning ChristP86,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see that you've been having issues in your local area.

 

I've looked into your account and have been advised of high utilisation and this is likely the reasoning for your broadband issues.

 

Kindest regards,

 

David_Bn

 

Description:High Utilisation. Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are

 

Remedy Number:F008013004  

 

Status:Our engineer is on site and they're working to fix the problem

 

Date Open:04 MAY 2020 17:32

 

Estimated end date:29 JUL 2020 09:00

 

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

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