High latency, Ping and packet bursts, gaming unplayable

[Shaf11]

I have done all the usual stuff like rebooting, pin reset etc, nothing has helped.

[Shaf11 · Accepted solution]

Below is an example of BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d5bfe3b24daf96dbf7e6c3c85e6bf5d54429e170-06-06-2021

[Shaf11]

 It's getting worse, any help??

[R_A_P1]

Best thing to do is leave and never return to vm I’m free in under 2 weeks and never ever want to hear the words virgin media ever again

[Shaf11]

Lucky you got 2 weeks left, worst provider ever specially if you're a gamer, worst support staff also, they don't even understand the simple terms and work in the support 

[Tom_F]

Hi Shaf11, thanks for getting in touch.

Sorry to hear you've been having some issues with your connection. I appreciate the BQM doesn't look great, however when running an in-depth check from here I'm unable to identify any obvious issues.

All power levels are within spec, and there are no signs of SNR or congestion either. Can you confirm if this is impacted wired & WiFi connections?

Please post your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how:
In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. If you have a hub 2 or 3 when the page loads don't log in but click ‘Check Router Status’. If you have a Hub 4 when the page loads log in and then click ‘Check Router Status’. Copy full sets of data onto here from the downstream, upstream, &  network logs pages and paste them here. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you. 

Tom

[Shaf11]

Hi Tom,

Below is the information requested

Thanks

Downstream bonded channels

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

1	402750000	1.7	40	256 qam	30
2	202750000	3.2	38	256 qam	9
3	210750000	2.5	36	256 qam	10
4	218750000	2	32	256 qam	11
5	226750000	1.4	34	256 qam	12
6	234750000	1	38	256 qam	13
7	242750000	1.5	38	256 qam	14
8	250750000	1.4	38	256 qam	15
9	258750000	1.2	38	256 qam	16
10	266750000	2.2	40	256 qam	17
11	274750000	1.9	38	256 qam	18
12	282750000	1.9	38	256 qam	19
13	290750000	2	38	256 qam	20
14	298750000	2	38	256 qam	21
15	306750000	2.4	38	256 qam	22
16	314750000	2.4	40	256 qam	23
17	322750000	2.2	38	256 qam	24
18	330750000	2.9	38	256 qam	25
19	370750000	2.2	40	256 qam	26
20	378750000	2	40	256 qam	27
21	386750000	1.7	38	256 qam	28
22	394750000	2	38	256 qam	29
23	410750000	1	38	256 qam	31
24	418750000	1	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	80737	161
2	Locked	38.6	6321059	5323
3	Locked	36.3	4829287	10520
4	Locked	32.5	64012363	12333
5	Locked	34.3	20263552	30417
6	Locked	38.9	6810885	6952
7	Locked	38.9	1465046	4221
8	Locked	38.9	2914265	5769
9	Locked	38.9	2280865	7956
10	Locked	40.3	239774	4413
11	Locked	38.9	201346	1887
12	Locked	38.9	70768	1438
13	Locked	38.9	55603	1435
14	Locked	38.9	106589	2203
15	Locked	38.9	188770	3894
16	Locked	40.3	124378	828
17	Locked	38.9	115297	634
18	Locked	38.9	34357	505
19	Locked	40.3	64458	3317
20	Locked	40.3	32618	1582
21	Locked	38.6	76824	283
22	Locked	38.6	104278	222
23	Locked	38.9	57771	227
24	Locked	38.9	47926	226

Upstream bonded channels

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

1	53700000	47	5120	16 qam	1
2	39400000	47	5120	16 qam	3
3	46200000	46.3	5120	16 qam	2
4	32600000	44.3	5120	16 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[Shaf11]

Network Log

Time Priority Description

09/06/2021 23:19:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 23:17:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 22:48:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:07:57	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 16:07:40	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 15:43:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 15:42:29	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 10:17:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 18:41:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 11:33:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 10:43:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 01:42:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 22:46:39	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 21:44:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 20:00:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 20:11:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 16:31:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	402750000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	430604
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	430603
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Paul_DN]

Hi Shaf11,

Thanks for coming back, I have had a look and cannot see any issues standing out, to gather more information please can you set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.

It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

Regards

Paul.

[risc19]

---

@Paul_DN wrote:

Hi Shaf11,

Thanks for coming back, I have had a look and cannot see any issues standing out, to gather more information please can you set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.

It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.

Regards

Paul.

---

He has set one up.

READ the posts.