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High latency & Packet loss

First day on virgin, experiencing high latency and packet loss 

Power and SNR look ok? But lots of errors. 

Downstream bonded channels

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

13787500005.938256 qam27
22027500004.138256 qam9
32107500004.338256 qam10
42187500004.338256 qam11
52267500004.338256 qam12
62347500004.438256 qam13
72427500004.538256 qam14
82507500004.338256 qam15
92587500004.338256 qam16
102667500004.838256 qam17
112747500005.438256 qam18
122827500005.538256 qam19
132907500005.538256 qam20
142987500006.138256 qam21
15306750000638256 qam22
163147500005.838256 qam23
173227500005.638256 qam24
18330750000638256 qam25
193707500006.340256 qam26
203867500005.340256 qam28
213947500005.340256 qam29
224027500005.540256 qam30
234107500005.338256 qam31
24418750000538256 qam32



Downstream bonded channels

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

1Locked38.9502
2Locked38.9106069
3Locked38.9261579
4Locked38.9221619
5Locked38.9261819
6Locked38.9541
7Locked38.6490
8Locked38.6510
9Locked38.6640
10Locked38.6540
11Locked38.93423
12Locked38.93153
13Locked38.94623
14Locked38.9590
15Locked38.9360
16Locked38.9490
17Locked38.9570
18Locked38.95520
19Locked40.3573
20Locked40.3720
21Locked40.36822
22Locked40.3880
23Locked38.9712
24Locked38.9630

 

Upstream bonded channels

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

1537000004.225512064 qam1
2326001074.075512064 qam4
3394000874.225512064 qam3
4462001344.225512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

28/10/2020 15:24:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 15:16:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 15:08:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 15:06:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:26:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:24:4Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:22:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:22:55Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:21:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:21:52Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:20:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:20:48Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:19:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:04:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:02:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 2 of 16
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Re: High latency & Packet loss

Can you create a BQM here and post the live link?

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Re: High latency & Packet loss

My Broadband Ping - Test

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Re: High latency & Packet loss

Ouch! Something not right.

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Re: High latency & Packet loss

Yes! I expected things to go wrong (this is england) but I was hopeful for a week of good service. came from BT who could only offer 2.4Mb/s due to being close to phone exchange but their latency was really low. Something like 20-30ms.

So maybe I just have two internet providers or just move to South Korea. 

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Re: High latency & Packet loss

How long until someone from Virgin answers this? Is it best to ring up? 

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Re: High latency & Packet loss

I see most of the other topic are about this. 

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Re: High latency & Packet loss

Are we just going to pretend that this isn't a larger issue than it is based on the other posts in the forum? 

Can we get some VM management in here, it must be an economic decision to not invest sufficiently in the network. In that case, what is the cost? I'll set up a go fund me. I'll put most of the money in myself. 

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Message 9 of 16
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Re: High latency & Packet loss

So i just rang 150 to log this over the phone, and they told me to restart my hub and then hung up on me! 

Can anyone advise how to get someone from the company to speak to me about this? 

Just want to start the process. 

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Re: High latency & Packet loss

Just adding to my own personal diary of this, after an hour on hold i get through to a person who informs me there has been an issues since 27th March in my area (SE20) which is estimated for resolution 10th November at 4:30pm. 

High utilisation rates in my area and new capacity is due to be installed by this point. I'm sceptical considering the issue has been there for over 4 months (how long does it take to lay some cables?!) 

49153674 is the work order number for the fault. 

Time will tell if this is true or not, i should receive a text when this is done. 

Lockdowns coming up again chaps, i just want to be able to play age of empires. 

A reply from Virgin on here would be sweet by the way. 

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