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dylana9991
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Message 1 of 24
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High latency + Packet loss

Hi there,

I play and stream games. Ever since the unfortunate circumstances of Coronavirus everyone has been at home. Since around the period right before the UK went into lockdown. I have been experiencing high ping and bad packet loss. We have had someone from Virgin Media over to have a look at this, they tried a new router but this has unfortunately not fixed the problem. Even off stream when I am communicating with friends online they are notice me stuttering when I talk and this is due to packet loss. I was wondering if anyone may know how to go about fixing this at all? I have tried so many different options on my streaming software and my games and nothing has fixed this as well. When we had someone from Virgin over they said if the router doesn't fix it then it could be the amount of traffic being used in your area. Which now as everything is starting to reopen I find that hard to believe how it can still be causing me issues. This is unfit for purpose and I would appreciate it if anyone could help me if possible.

Thank you.

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Anonymous
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Message 2 of 24
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Re: High latency + Packet loss

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

We can see if there is anything in the router stats that point to a localised problem.

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dylana9991
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Message 3 of 24
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Re: High latency + Packet loss

Hi there,

please see the screenshots below for the downstream, upstream and network log.
dnstream1.pngdnstream2.pngdnstream3.pngupstream1.pngnetwork1.pngnetwork2.pngnetwork3.pngnetwork4.png

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Anonymous
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Message 4 of 24
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Re: High latency + Packet loss

Could you do it as text instead?

It takes a while for images to be approved.

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dylana9991
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Re: High latency + Packet loss

Downstream bonded channels

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

13307500000.437256 qam25
2266750000137256 qam17
3274750000137256 qam18
42827500000.737256 qam19
52907500000.737256 qam20
62987500000.736256 qam21
7306750000137256 qam22
8314750000137256 qam23
93227500000.936256 qam24
103707500000.536256 qam26
113787500000.536256 qam27
123867500000.736256 qam28
13394750000136256 qam29
144027500000.736256 qam30
154107500000.736256 qam31
164187500000.536256 qam32
174267500000.736256 qam33
184347500000.736256 qam34
194427500000.736256 qam35
204507500000.736256 qam36
214587500000.736256 qam37
224667500000.535256 qam38
234747500000.736256 qam39
244827500000.535256 qam40

 

Upstream bonded channels

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

1358000414.775512064 qam6
2537000264.875512064 qam8
3274000004.725512064 qam7
4457999764.825512064 qam5

 

Network Log

Time Priority Description

12/07/2020 09:56:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 21:53:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 18:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 16:10:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 14:57:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 04:45:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 07:20:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 17:00:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 17:00:49ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 10:02:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 07:52:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 03:03:49ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 18:14:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 13:06:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:00:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:00:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:00:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:00:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:00:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 12:47:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 6 of 24
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Re: High latency + Packet loss

In the 'Downstream bonded channels' tab there is an additional table with some helpful data.

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dylana9991
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Message 7 of 24
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Re: High latency + Packet loss

Downstream bonded channels

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

1Locked37.3250
2Locked37.3410
3Locked37.6250
4Locked37.3270
5Locked37.3220
6Locked36.6260
7Locked37.3240
8Locked37.3230
9Locked36.6290
10Locked36.6240
11Locked36.6200
12Locked36.3270
13Locked36.6290
14Locked36.3480
15Locked36.3430
16Locked36.6250
17Locked36.3340
18Locked36.3420
19Locked36.3390
20Locked36.3420
21Locked36.3530
22Locked35.7740
23Locked36.3630
24Locked35.51100
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Anonymous
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Message 8 of 24
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Re: High latency + Packet loss

All those stats look ok, which is a good and a bad thing!

The next thing that's normally asked for is for you to setup a BQM (Broadband Quality Monitor) on the link below

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

Once you've created an account you'll need to create a new monitor.

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dylana9991
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Message 9 of 24
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Re: High latency + Packet loss

right.... ok so what are the possibilities that could be the problem then? since a new router didn't fix this.

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Anonymous
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Message 10 of 24
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Re: High latency + Packet loss


@dylana9991 wrote:

right.... ok so what are the possibilities that could be the problem then? since a new router didn't fix this.


I've updated my post above.

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