Menu
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
152 Views
Message 1 of 6
Flag for a moderator

High latency and packet loss - SW London

Recent VM customers and had really bad latency spikes since covid. Gaming in particular is awful. Battlefield typically runs around 40ms which is already higher than I anticipated but not awful, but the frequent 150ms-2000ms spikes are just unplayable. Plenty of other online games with different servers are all the same.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/833df78b7b28eea5ec43f7f3213988f16c...

we also have a very low speed BT line to the house which works far better, but isn’t ideal due to the speed.

is there any eta on fixing this? I cannot see a reason to keep paying for something that is frustrating and inconsistent.

 

0 Kudos
Reply
Highlighted
  • 2.84K
  • 446
  • 1.1K
Very Insightful Person
Very Insightful Person
144 Views
Message 2 of 6
Flag for a moderator

Re: High latency and packet loss - SW London

Unless you're in the first 14 days "cancellation window", or you can prove that the speeds are half of what you should be getting (via ethernet connected device) then there would be huge early termination penalties.  If it's the 14 day window, give thought to whether you'd take a chance on VM fixing it.

If you're past 14 days you have to give them the chance, but looking at the BQM I think there's a reasonable chance it can be fixed.  Your options:

1) Try phoning it in (and probably dealing with the worst and least competent offshore customer service you will ever have encountered from any company).

2) Text it in (and pray that you get a call back from the UK based team, not the offshore bunglers).

3) Wait here for the friendly, UK based staff to pick your post up and advise.  This can take a day or two, sometimes much less.

In the meanwhile if you connect to the hub, and click on the link "Check router status", then post as text the contents of the tabs titled Downstream, Upstream and Network log, we can take a look for any obvious faults, though they can't be fixed remotely.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
123 Views
Message 3 of 6
Flag for a moderator

Re: High latency and packet loss - SW London

Hefty cancellation fees or not, no point paying for something that doesn't work, but lets see if it can be salvaged. 

 

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

1371000000-0.538256 qam26
21950000001.238256 qam8
3203000000138256 qam9
42110000000.937256 qam10
52190000000.938256 qam11
62270000000.738256 qam12
72350000000.737256 qam13
82430000000.537256 qam14
92510000000.538256 qam15
102590000000.438256 qam16
112670000000.438256 qam17
12275000000038256 qam18
13283000000037256 qam19
14291000000037256 qam20
152990000000.537256 qam21
163070000000.238256 qam22
17315000000037256 qam23
18323000000037256 qam24
19363000000-0.537256 qam25
20379000000-0.437256 qam27
21387000000-0.237256 qam28
22395000000-0.438256 qam29
23403000000-0.437256 qam30
24411000000-0.237256 qam31



Downstream bonded channels

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

1Locked38.912171341
2Locked38.610471067
3Locked38.68781409
4Locked37.611192280
5Locked38.65706833
6Locked38.66946203
7Locked37.66977126
8Locked37.66886229
9Locked38.68136445
10Locked38.616411219
11Locked38.68726066
12Locked38.68436383
13Locked37.69286191
14Locked37.69306208
15Locked37.610526329
16Locked38.68886189
17Locked37.610156138
18Locked37.69746165
19Locked37.611676219
20Locked37.39095929
21Locked37.69485942
22Locked38.610155727
23Locked37.310075991
24Locked37.619286237



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

1394000003.325512064 qam4
2462000003.4512064 qam3
3537000003.55512064 qam2
4603000003.625512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

23/06/2020 12:16:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:52:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:52:36ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 09:34:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:27:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:27:17ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 08:15:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 07:34:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 07:34:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 15:49:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 12:02:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 00:04:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 07:45:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:34:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:34:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 04:16:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 03:09:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 03:09:27ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 02:58:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 02:16:56noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 2.84K
  • 446
  • 1.1K
Very Insightful Person
Very Insightful Person
79 Views
Message 4 of 6
Flag for a moderator

Re: High latency and packet loss - SW London

Downstream looks good for power and noise, errors are too high but consistent with what you're reporting, and upstream power levels are right at the lower end of the permitted range, and it may be that's the problem.  The good news is that (if I'm right) that's usually easy enough for the field technician to fix.

Now just a matter of waiting on the forum staff.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 706
  • 51
  • 85
Forum Team
Forum Team
61 Views
Message 5 of 6
Flag for a moderator

Re: High latency and packet loss - SW London

Hi willtron,

 

Thanks for your post, I am sorry to hear you have been having some issues with your broadband service.

 

From here, I can see that your hub has been constantly running for an extended period of time, which may be the cause of the unexpected problems. I appreciate that it is very basic, but I ask if you can reboot your router to see if there are any improvements at all. If we still find that you are getting a lot of T3 errors following the reboot, I'll be happy to arrange for an engineer to come out.

 

Many thanks,

 

Beth

0 Kudos
Reply
Highlighted
  • 6
  • 0
  • 0
Joining in
41 Views
Message 6 of 6
Flag for a moderator

Re: High latency and packet loss - SW London

Thanks Beth, I’ll restart the router after I’m done working and report back, and post an updated BQM. 

0 Kudos
Reply