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bugsy10000
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High latency and dropped packets Area 31

Xbox gaming used to be very good with very low ping responses and zero dropped packets.

In the past few months, now seeing much slower ping responses and multiple dropped packets. Changed Xbox from wifi to cable but no improvement. Ping response to 8.8.8.8 used to be around 10ms, but is now 25ms+ (avg).

Checking ping and traceroute from the hub i am seeing dropped packets and slow response times from there, so it's not my home network. Have also setup a cacti server to monitor and log, and seeing issues to multiple sites (Google DNS, OpenDNS, VM DNS), all at about the same time. Ping to hub is pretty constant with 0 dropouts. All cables are tight, and i have reset hub to default, but the issues persist.

bugsy10000_1-1609156657288.png

The VM website is playing up too - selecting 'Contact Us' at the bottom of the page signs me out (possibly by design), so i am unable to try to and email or web chat my issues with someone.

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AlteranAncient
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Re: High latency and dropped packets Area 31

Hey! 👋

Before I go further, I'm going to look into my crystal ball and say "this sounds like a utilisation issue", but there's a few things we can look at first to confirm that!

First, as a matter of course, you'll want to set up a BQM or "Broadband Quality Monitor" to graph the average and peak latency to your Virgin Hub, as well as highlight any packet loss. It's a fairly standard troubleshooting step around these parts. Go here to set one up, leave it to run for a day or so, and then you can return here to share a snapshot of the graph.

Another thing worth checking is your Virgin Hub's status page. Go to http://192.168.0.1 (or http://192.168.100.1 if you've enabled modem mode) and "Check router status". Copy the table of downstream channels, as well as the network log. If you get an error from the forums telling you the message is too long, you can split it up - post those two things separately.

I would also normally ask you if you're using a wired or wireless connection, but you've already said you've tried it wired. You've also given the cables a tighten too, so that's also a good thing.

Once you done these things, give us a nudge and we'll hopefully be able to look into this further.

If you'd still like to file a complaint (and once you've confirmed you have a utilisation issue, I definitely would), then you'll want to go here. Make sure you have any ad blockers disabled, as these could interfere with that form. I'd recommend drafting the message of your complaint in Wordpad so you have a copy saved in case the submission form fails and loses your work. (I'm talking from experience here 😒)

bugsy10000
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Re: High latency and dropped packets Area 31

Thanks - that BQM is a handy tool. Going to use that more.

 

9c57606d4b41fd689911c1827c94c6aedc4ec9eb-29-12-2020

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bugsy10000
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Re: High latency and dropped packets Area 31

Router status:

Downstream bonded channels

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

1699000000-1.937256 qam37
2539000000-2.937256 qam17
3547000000-2.537256 qam18
4555000000-2.537256 qam19
5563000000-2.437256 qam20
6571000000-2.437256 qam21
7579000000-2.737256 qam22
8587000000-2.737256 qam23
9595000000-2.737256 qam24
10603000000-2.737256 qam25
11611000000-2.737256 qam26
12619000000-2.937256 qam27
13627000000-2.537256 qam28
14635000000-2.537256 qam29
15643000000-2.237256 qam30
16651000000-2.237256 qam31
17659000000-237256 qam32
18667000000-1.737256 qam33
19675000000-237256 qam34
20683000000-1.738256 qam35
21691000000-1.737256 qam36
22707000000-1.237256 qam38
23715000000-1.537256 qam39
24723000000-1.237256 qam40



Downstream bonded channels

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

1Locked37.62970
2Locked37.364210
3Locked37.347320
4Locked37.641920
5Locked37.339210
6Locked37.325340
7Locked37.621960
8Locked37.611920
9Locked37.68030
10Locked37.67760
11Locked37.35680
12Locked37.35060
13Locked37.63080
14Locked37.63580
15Locked37.32180
16Locked37.62140
17Locked37.63410
18Locked37.61890
19Locked37.32750
20Locked38.62070
21Locked37.61990
22Locked37.62030
23Locked37.34180
24Locked37.33960
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bugsy10000
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Re: High latency and dropped packets Area 31

Network Log - Have stripped out MAC's partially.

Time

Priority

Description

29/12/2020 12:18:16

notice

LAN login Success;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 16:00:46

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 11:12:6

notice

LAN login Success;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 01:02:32

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 18:56:26

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 18:56:26

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 16:00:32

notice

LAN login Success;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 16:00:24

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 15:07:12

notice

LAN login Success;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:01:6

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 06:56:25

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 06:56:25

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

20/12/2020 19:04:12

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

20/12/2020 18:56:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

20/12/2020 18:56:24

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

17/12/2020 09:37:59

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

17/12/2020 06:56:25

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

17/12/2020 06:56:25

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

14/12/2020 11:37:2

critical

No Ranging Response received - T3 time-out;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

13/12/2020 18:56:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=40:0d:10;CMTS-MAC=f8:b7:e2;CM-QOS=1.1;CM-VER=3.0;

 

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bugsy10000
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Re: High latency and dropped packets Area 31

Upstream bonded channels

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

15370000047.5512064 qam2
23940000046512064 qam4
34620000047.5512064 qam3
46030000047.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00100
2ATDMA00170
3ATDMA00130
4ATDMA0030
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AlteranAncient
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Re: High latency and dropped packets Area 31

Yep, your BQM graph is consistent with a line with a utilisation issue in the area. This means you have three options. A: File a complaint, B: Leave Virgin, or C: Sit tight and hope Virgin have a plan in place to resolve the capacity issue in your area.

Filing a complaint is probably the best way to leave Virgin without penalty if you're in contract.
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iiNSaNe93
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Re: High latency and dropped packets Area 31

I am also in area 31. Same issue. Ping spikes all over the place, Incredibly inconsistent upload speed, and customer service that does not want to listen to a thing I say.
I opened a complaint 10 days ago and am yet to hear anything back from that.

Do you happen to be having any issues with your upload speed? or is it just latency for you?
My Broadband Ping - Virgin M350
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Aaron20059
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Re: High latency and dropped packets Area 31

I'm also having the same problem in the same area, I opened a complaint and all they did was send out an engineer who informed us it was an 'overutilization' problem, they then proceeded to close the complaint and marked it as resolved lol.

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bugsy10000
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Re: High latency and dropped packets Area 31

Thanks AlteranAncient.

I've logged a complaint, so i'll see what happens (but i'm not holding out much hope).

I think it's down to a few reasons - new housing developments in the past year that can get VM too; a car that took out a local BT fibre cab and took over a week to resolve, so think a few more people jumped ship; and of course Covid.

I'm out of contract anyway - i used to have PlusNet, but the max speed i could get was around 40Mb on the BT lines.

Might see if i can do some testing with a 4g dongle and see how that compares.

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