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Jaxsin
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High Ping

Hey I've been with Virgin for over a year without any trouble but last Friday I decided to see if I could get a better deal by going back into a contract which I did, everything should have stayed the same and I'm not sure if it was a coincidence or not but since then I'm getting very high pings and kicked from a game server I would normally join the whole last year without any issues. I thought I would leave it a week to see if it settled but its still having massive issues would appreciate any help thanks. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b41ac5a64ce014c97a0ce3e5e102b6cc93dc3371

 

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Andrew-G
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Message 2 of 24
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Re: High Ping

BQM looks like a random noise issue, timing is almost certainly coincidence.   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 tabs.  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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Jaxsin
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Message 3 of 24
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Re: High Ping

Thanks for the reply

Downstream bonded channels

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

1331000000-240256 qam25
2203000000-4.938256 qam9
3211000000-4.738256 qam10
4219000000-4.238256 qam11
5227000000-3.740256 qam12
6235000000-3.740256 qam13
7243000000-3.740256 qam14
8251000000-3.740256 qam15
9259000000-3.438256 qam16
10267000000-340256 qam17
11275000000-340256 qam18
12283000000-340256 qam19
13291000000-2.940256 qam20
14299000000-2.738256 qam21
15307000000-2.540256 qam22
16315000000-2.540256 qam23
17323000000-2.240256 qam24
18371000000-1.740256 qam26
19379000000-1.740256 qam27
20387000000-1.740256 qam28
21395000000-1.540256 qam29
22403000000-1.540256 qam30
23411000000-1.540256 qam31
24419000000-1.540256 qam32



Downstream bonded channels

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

1Locked40.34250
2Locked38.91203823750
3Locked38.963963211
4Locked38.94435190
5Locked40.3882621873
6Locked40.3805702040
7Locked40.323667115
8Locked40.3728861
9Locked38.92255273
10Locked40.350646424
11Locked40.33360570
12Locked40.3463246
13Locked40.3406339
14Locked38.91617748
15Locked40.91064112
16Locked40.914550
17Locked40.391939
18Locked40.91580
19Locked40.31360
20Locked40.3980
21Locked40.3730
22Locked40.3480
23Locked40.3500
24Locked40.3220
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Jaxsin
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Message 4 of 24
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Re: High Ping

Upstream bonded channels

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

15370000050.8512064 qam2
23939998650.8512064 qam4
34620000050.8512064 qam3
46030000051512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Jaxsin
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Re: High Ping

Network Log

Time Priority Description

17/04/2021 07:41:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 07:41:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 06:05:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 19:50:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:55:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 21:54:41noticeLAN login Success;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;
09/04/2021 09:34:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 07:17:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 20:01:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 19:17:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 02:56:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 14:55:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 18:54:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 14:02:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 13:54:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 13:25:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 07:17:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2021 04:41:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 6 of 24
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Re: High Ping

Your downstream power levels are within the tolerance range, but channel to channel look a bit too varied for my liking; You're seeing a lot of post-RS errors (uncorrected errors) when ideally the best number is "none", and your upstream power levels are all pretty high.  Overall not a good mix, I'll flag for staff to take a look and advise.

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Jaxsin
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Message 7 of 24
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Re: High Ping

Thanks for the help, do you think it will be an easy fix or is there anything I can do on my end to fix it? I've tried all the normal stuff like resetting the router throughout the week and trying a factory restore but sadly hasn't helped with the issue.

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Andrew-G
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Re: High Ping

Nope, nothing you can do that you haven't already tried.  Forum staff response shouldn't take too long.

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Ashleigh_C
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Message 9 of 24
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Re: High Ping

Hi there @Jaxsin 

 

Thank you so much for your post and I am so sorry to see you are having issue with your ping and getting kicked out of your gaming server.

 

Can I ask how the device you game on is connected to the Hub? WiFi or a wired connection? Can I also ask if you only notice issues on this device or if you are seeing issues on multiple devices? Thank you. 

Ash_C
Forum Team



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Jaxsin
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Message 10 of 24
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Re: High Ping

Thanks for the reply I'm connected to the hub through a wired ethernet connection on the computer I play my games and my mobile is the only other device connected, it's connected through wifi and I only use it for small tasks like web browsing and emails so I haven't be able to notice if other devices are affected.

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