I have been experiencing high latency on my 100Mb/s VM connection at peak(ish) times (roughly 4pm - 2am according to my attached logs), as well as some corresponding packet loss. I have had an engineer out who has confirmed 'something' wasn't right and had passed it onto the networks team - I have yet to hear back.
The problems started many weeks ago, and I have been monitoring my connection for some time. I have a SH3 but I don't think my issue is solely due to the known Puma 6 chipset problems. The connection becomes unusable for online gaming at certain times (mainly due to rubber banding, so I am assuming high jitter/packet loss - but average latency can be over 120ms), VOIP breaks up and speeds can sometimes slow to ~10Mb/s.
Please find attached recent BBM logs as well as SH3 status info. Any help would be greatly appreciated.
Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz)
Ranged Upstream Channel(Hz)
Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID
I am sorry you are having problems with latency, the BQM graphs do seem to demonstrate the problem that we have in the area with high traffic at certain times, we are already aware and would like to carry out some upgrade work, the reference is F005872625 with a current review date for work showing 15 FEB 2018, please accept our apologies.
By the way the hub downstream power level is a little bit high, it is just out of spec we like to see them below 10dBmV, although I must stress I do not think it is anything to do with your issue. If you would like an engineer to take a look at those levels please reply to the forum message I am about to send you.
Tell him about the issue with the super hub 3 as well Nicola, or would you rather purposely mislead customers.
Because the issue with the customers packet loss and very high average latency has nothing to do with the SH3 at all. The issue is the one that has been detailed.
Given the utilisation fault it's like the SH3 is actually helping due to increased bonding and load balancing. Unfortunately people fixate on the SH3 without any consideration about how it or the network actually works. Sure, feel free to tell the OP to get a SH2 so their connection can get even worse once they drop to 8 DS channels
I didn't say the issue was that he doesn't have a SH 2. I said there's an issue with the super hub 3, which there is. If the OP could use another router that had 24 channels would the issue improve? yes it would