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Seker2000
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High Ping/Latency

Hi all, ive rung up virgin support numerous times now regarding an issue ive been happening for well over a month now (since ive renewed my contract weirdly enough). While gaming I'm experiencing extremely high ping spikes. however it seems to be spiking every 20 seconds or so and I'm struggling to play any multiplayer games. Ive attached a BQM which shows my ridicules spikes and is really concerning me because everyone ive spoke to at virgin have either turned the phone down on me or told me that their are no problem. Ive even tried using my own router and putting the hub 3.0 into modem mode but that didn't make any difference. Any help would be massively appreciated.

My virgin media WIFI is the 350mb download speed package and to clarify I'm not loosing, if any download/upload speed. The problem is purely my ping/latency.https://www.thinkbroadband.com/broadband/monitoring/quality/share/446f67e43bc14d0375b6bfacf37e28b773... 

virgin spikes.png

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Andruser
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Re: High Ping/Latency

Looks like a combination of a noisy connection and over-utilisation of the local VM network.  The over-utilisation will persist until lockdown ends and schools and offices reopen, the noisy connection (if I'm right on that) can usually be fixed. 

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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Seker2000
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Re: High Ping/Latency

Downstream bonded channels

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

11710000001.438256 qam5
21390000003.540256 qam1
31470000002.738256 qam2
41550000001.938256 qam3
51630000001.538256 qam4
6179000000140256 qam6
71870000000.538256 qam7
81950000000.238256 qam8
9203000000038256 qam9
10211000000-0.738256 qam10
11219000000-1.238256 qam11
12227000000-1.538256 qam12
13235000000-238256 qam13
14243000000-2.738256 qam14
15251000000-2.938256 qam15
16259000000-2.438256 qam16
17267000000-2.438256 qam17
18275000000-2.538256 qam18
19283000000-2.538256 qam19
20291000000-1.938256 qam20
21299000000-1.538256 qam21
22307000000-1.438256 qam22
23315000000-138256 qam23
24323000000-0.540256 qam24



Downstream bonded channels

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

1Locked38.93090
2Locked40.3220
3Locked38.9370
4Locked38.9490
5Locked38.91340
6Locked40.3260
7Locked38.9400
8Locked38.9310
9Locked38.9480
10Locked38.9390
11Locked38.9390
12Locked38.6470
13Locked38.9620
14Locked38.6750
15Locked38.6710
16Locked38.9810
17Locked38.61060
18Locked38.61180
19Locked38.61390
20Locked38.61140
21Locked38.61150
22Locked38.91220
23Locked38.91410
24Locked40.31570
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Seker2000
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Re: High Ping/Latency

Upstream bonded channels

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

14620000248.8512064 qam3
23939999347.8512064 qam4
35370001248.8512064 qam2
46029996948.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0020
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Re: High Ping/Latency

Network Log

Time Priority Description

20/02/2021 06:55:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 22:01:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 13:10:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 13:10:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 15:27:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 15:26:41Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 03:29:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 03:29:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 03:29:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:16:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 18:46:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 18:46:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 03:36:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 21:23:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 21:22:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 12:23:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 04:44:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 04:44:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Seker2000
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Re: High Ping/Latency

.

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Re: High Ping/Latency

Hi mate, I’ve posted all 3 things you’ve asked for, hope this helps!!!

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Andruser
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Re: High Ping/Latency

Network log is normal (a few errors, but those are not serious enough or consistent enough to worry about), your upstream power levels and modulation are OK (which I was a little surprised at), and the downstream SNR is good.  But the downstream power levels look far too widespread to me.  In a perfect world the power levels for all channels are tightly clustered around a low single digit value, with zero being fairly optimal, although the hub can cope with values well away from zero so long as the spread isn't dramatic.  Your downstream power ranges from +3.5 dBmV to -2.9 dBmV.  That could explain some of the erratic behaviour of the connection, and I'll flag that for forum staff to advise.  If they can get a technician to sort that out, it will probably clear up the nastiness visible between midnight and 7am, and if it does that I'd expect it should improve but not eliminate the poor latency during the day and evening.  That won't be resolved until schools and offices reopen, and the evening situation will rely on people being able to spend the evening in other situations than stuck at home.

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Lee_R
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Re: High Ping/Latency

Hi Seker2000, thanks for posting and welcome to our community.

I am sorry your connection is impacting your ability to enjoy online gaming.  I have had a quick look at your account and booked an engineer to attend your property.  Please check your online account for the details.  If you're unable to do so, or need to re-schedule the appointment, please get back to me via here and we'll take the conversation to private.

Regards

 

Lee

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Re: High Ping/Latency

sorry for late reply, waited for the engineer to come before I put anything else on here. Was about to say he fixed the issue however the problem has came back tonight.... the engineer was very helpful however, gave me new ethernet cables to try eliminate them. He said he basically tweaked everything and said all my readings were good, he went and checked my lines in my street as well as a box outside my house. Since he came (last tuesday), the problem appeared to be fixed, still had the odd spike but I could comfortably play games without thinking about lag, however tonight that all changed and went back to its usual.... I'm now going to wait for school etc to reopen and see if I can notice any differences. Thanks for your advise mate, ill be sure to keep everyone posted with updates.

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