High latency and drop outs on streaming and especially gaming

[xyleneuk]

Hi All,

Hoping this is not a duplicate post...

I've been a customer for over 10 years starting with 100MB and now on 350MB.

We had an engineer visit just before Christmas and he replaced the hub-3 with a hub-4. We had complained about Internet dropping (streaming and gaming) during the evenings. Log messages of T-3 time outs.

Doing some further research, I've set up the monitor below:https://www.thinkbroadband.com/broadband/monitoring/quality/share/20a5c89e98946b21270dcfd1fd44a1ae50... 

Note there is no one using Internet from 9AM to 3PM today (10/1/2023 Tuesday)

Once I get back I will grab the modem logs and up / down stream outputs and share them on here too.

I have tested  with Sam Knowe4s and the download speed is always over 350MB and even at the laptop is around 300. 

The disconnects are both wired and wireless for streaming and for gaming

Thanks for any help and advice

James...

[Andrew-G]

Post the hub's status data, making sure the hub has run for something in the range of 12-72 hours without a restart - looks to me like a noise or power problem, if that's the case most are easily solved.  

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.

[xyleneuk]

3.0 Downstream channels

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

1	139000000	9.300003	40.366287	QAM256	1
2	147000000	9.300003	40.366287	QAM256	2
3	155000000	9.300003	40.946209	QAM256	3
4	163000000	8.699997	40.366287	QAM256	4
5	171000000	8.400002	40.366287	QAM256	5
6	179000000	8.199997	40.366287	QAM256	6
7	187000000	8.099998	40.366287	QAM256	7
8	195000000	8.099998	40.366287	QAM256	8
9	203000000	8.000000	40.946209	QAM256	9
10	211000000	8.099998	40.366287	QAM256	10
11	219000000	8.300003	40.366287	QAM256	11
12	227000000	8.099998	40.946209	QAM256	12
13	235000000	8.099998	40.366287	QAM256	13
14	243000000	8.199997	40.366287	QAM256	14
15	251000000	8.199997	40.366287	QAM256	15
16	259000000	7.800003	40.366287	QAM256	16
17	267000000	7.699997	40.366287	QAM256	17
18	275000000	7.500000	40.946209	QAM256	18
19	283000000	7.099998	40.366287	QAM256	19
20	291000000	6.900002	40.946209	QAM256	20
21	299000000	7.000000	40.366287	QAM256	21
22	307000000	7.300003	40.366287	QAM256	22
23	315000000	7.599998	40.366287	QAM256	23
24	323000000	7.400002	40.366287	QAM256	24
25	331000000	7.099998	40.366287	QAM256	25
26	339000000	6.699997	40.366287	QAM256	26
27	347000000	6.400002	40.946209	QAM256	27
28	355000000	6.900002	40.366287	QAM256	28
29	363000000	7.099998	40.366287	QAM256	29
30	371000000	6.800003	40.946209	QAM256	30
31	379000000	6.599998	40.366287	QAM256	31

3.0 Downstream channels

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

1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

392

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

42

5.3

1150179078

0

[xyleneuk]

3.0 Upstream channels

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

1	49600000	40.520599	5120 KSym/sec	64QAM	7
2	43100000	40.020599	5120 KSym/sec	64QAM	8
3	23600000	39.520599	5120 KSym/sec	64QAM	11
4	36600000	40.020599	5120 KSym/sec	64QAM	9
5	30100000	39.770599	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.8

35.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

220

53.4

0

0

[xyleneuk]

Network Log

Time Priority Description

Thu Jan 1 00:01:24 1970	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 23 11:09:03 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:40:01 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:40:11 2022	5	RCS Partial Service;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 14:40:56 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 21 15:09:45 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 26 10:41:44 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 28 16:09:46 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 28 16:49:37 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 1 04:09:46 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 4 15:46:02 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 4 16:09:46 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 5 18:45:30 2023	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 8 03:09:24 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 8 04:09:46 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 8 09:46:46 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:23 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:23 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:38 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:38 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:56 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:56 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:16 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 8 18:46:13 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 9 08:21:36 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[xyleneuk]

Thank you @andrew-G I've copy and pasted everything I think, let me know if you need anything else? hopefully you can help spot the issue and we can get it sorted out. No more kids moaning about roblox and streaming dropping out.

***THANK YOU!!!!!***

[Andrew-G]

Unfortunately I can't see any faults - unfortunate because that which can't be diagnosed is very difficult to fix. Everything is in order, although I do note that downstream power levels are very high, and if those rise then they could be tipping the hub over the edge, but as posted they're apparently within limits.  All I can suggest is wait for the forum staff to have a look, they can check hub status remotely and that might show things not visible in the data you and I can see.

If they come back with "all looks good to us" then it may be a problem that VM can't fix, and you either tolerate it, or request release from contract without penalty and take your business to another ISP.  If it's the latter then I can offer advice on ways forward if VM refuse.

[Reece_MH]

Hi xyleneuk,

Thanks for your post, and a warm welcome to the back to our Community Forums.

I'm sorry to hear you're having problems with your latency and connection. I've taken a look at things on our end and can see that things appear to have improved in relation to your levels, and speeds. I can also see you have since spoken with our team, and booked in a Technician.

Please do keep us updated on how the visit goes, or if things deteriorate and we'll do our best to assist.

Thanks,

[xyleneuk]

Thank you engineer (nice guy friendly and very helpful) has just been, they added a 2db attenuator and showed me we are now all green and in spec.

I'll keep you all posted and the gamers get back from school....

appreciate the help so far

J.

[Zach_R]

Hi @xyleneuk,

Thank you for the update on this. I'm glad to hear that we've been able to investigate and assist further with this.

Please do let us know if there's anything else that we can help you with.

Thanks,