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High latency and packet loss - Area 12

I've held off raising anything since lockdown occurred as I understand that gaming isn't a priority at that point for Virgin. But it's been a couple of months now, and I still cannot game on the Virgin connection (100mb). Ping is all over the place... packetloss is awful. Sometimes it's fine? But more often than not, it's impossible to play with.

Can someone take a look at this please?

 

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Re: High latency and packet loss - Area 12

I've held off raising anything since lockdown occured as I understand that gaming isn't a priority at that point for Virgin. But it's been a couple of months now, and I regularly cannot game on the Virgin connection (100mb). Ping is all over the place... packetloss is awful. Sometimes it's fine? But more often than not, it's impossible to play with.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 0.2 40 256 qam 24
2 139000000 3.4 40 256 qam 1
3 147000000 2.9 40 256 qam 2
4 155000000 2.7 40 256 qam 3
5 163000000 2.5 40 256 qam 4
6 171000000 2.4 40 256 qam 5
7 179000000 2 40 256 qam 6
8 187000000 1.5 40 256 qam 7
9 195000000 1 40 256 qam 8
10 203000000 0.5 40 256 qam 9
11 211000000 0.4 40 256 qam 10
12 219000000 0 40 256 qam 11
13 227000000 -0.5 40 256 qam 12
14 235000000 -1.2 38 256 qam 13
15 243000000 -2.4 38 256 qam 14
16 251000000 -3 38 256 qam 15
17 259000000 -2 38 256 qam 16
18 267000000 -0.7 40 256 qam 17
19 275000000 0 40 256 qam 18
20 283000000 0 40 256 qam 19
21 291000000 0 40 256 qam 20
22 299000000 0.4 40 256 qam 21
23 307000000 0.5 40 256 qam 22
24 315000000 0.4 40 256 qam 23



Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 423589 16445
2 Locked 40.3 132611 8644
3 Locked 40.3 363748 7216
4 Locked 40.3 822678 30045
5 Locked 40.3 519456 7211
6 Locked 40.3 173146 7487
7 Locked 40.3 89525 7039
8 Locked 40.3 89910 29319
9 Locked 40.9 98163 7133
10 Locked 40.3 112064 7123
11 Locked 40.3 123589 27697
12 Locked 40.3 134197 7070
13 Locked 40.3 174416 7298
14 Locked 38.9 228596 7529
15 Locked 38.6 337964 2034
16 Locked 38.9 636169 2186
17 Locked 38.9 354535 28594
18 Locked 40.3 198901 30483
19 Locked 40.3 184017 8173
20 Locked 40.3 175552 27471
21 Locked 40.3 190191 27120
22 Locked 40.3 230571 26438
23 Locked 40.3 274566 23052
24 Locked 40.3 352135 19469


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 4.525 5120 64 qam 6
2 32599969 4.575 5120 64 qam 5
3 39400000 4.625 5120 64 qam 4
4 46199986 4.675 5120 64 qam 3
5 53699981 4.825 5120 64 qam 2



Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0




01/06/2020 13:27:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 09:52:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 12:13:40 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 12:13:40 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 08:52:12 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 06:58:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 3 of 8
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Re: High latency and packet loss - Area 12

My Broadband Ping - Virgin Media

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Re: High latency and packet loss - Area 12

Good Afternoon themoonrat,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been having issues with out broadband services. 

 

I've looked at the stats of the hub and everything appears to be in spec.

 

I also noticed that the hub has been running for 59 days, can you please attempt to reboot the hub to see if this can improve the services for us? 

 

Kindest regards,

 

David_Bn

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Message 5 of 8
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Re: High latency and packet loss - Area 12

I did that at around 2pm today. No improvement post reboot so far.
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Re: High latency and packet loss - Area 12

Thank you for testing that for us, is this through a wired or wireless connection?

 

Thank you, Emily

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Re: High latency and packet loss - Area 12

Wired.

At times I've resorted to using a wireless connection to a mobile 4g hotspot on my phone... and that's had much stabler latency and packetloss than the wired Virgin!

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Re: High latency and packet loss - Area 12

Thank you for confirming.

 

I'll pop you over a private message so we can pass security and book an engineer appointment for you to investigate this further then.

 

Please respond to this by going to the purple envelope in the top right of your screen.

 

Thank you, Emily.

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