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yobama
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High latency issues

Ever since the corona crysis I've been getting crazy ping spikes which makes gaming impossible. Can someone advise how to fix this? Is this a problem at my end or is it a Virgin Media network issue? Thanks

 

www.thinkbroadband.com/broadband/monitoring/quality/share/185aabd14b9a351341577e2d637f78181b1e6c8d-05-05-2020

 

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yobama
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Re: High latency issues

PING 8.8.8.8 (8.8.8.8): 64 data bytes
72 bytes from 8.8.8.8: seq=0 ttl=56 time=240.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=56 time=0.000 ms
--- 8.8.8.8 ping statistics ---
3 packets transmitted, 2 packets received, 33% packet loss
round-trip min/avg/max = 0.000/120.000/240.000 ms

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yobama
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Re: High latency issues

Trace Statistics : traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 10.86.236.1 (10.86.236.1) 20.000 ms 20.000 ms 10.000 ms
2 brnt-core-2a-xe-211-0.network.virginmedia.net (62.255.200.237) 10.000 ms 20.000 ms 50.000 ms
3 * * *
4 tele-ic-7-ae2-0.network.virginmedia.net (62.253.175.34) 10.000 ms 20.000 ms 10.000 ms
5 74-14-250-212.static.virginm.net (212.250.14.74) 30.000 ms 10.000 ms 10.000 ms
6 74.125.242.65 (74.125.242.65) 20.000 ms 108.170.246.129 (108.170.246.129) 10.000 ms 74.125.242.97 (74.125.242.97) 20.000 ms
7 64.233.175.107 (64.233.175.107) 100.000 ms 209.85.241.93 (209.85.241.93) 20.000 ms 108.170.232.97 (108.170.232.97) 20.000 ms
8 dns.google (8.8.8.8) 20.000 ms 20.000 ms 20.000 ms
Trace complete.

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yobama
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Re: High latency issues

Network Log

Time Priority Description

07/05/2020 13:49:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 08:27:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2020 02:37:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 13:38:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 10:52:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 13:05:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 10:51:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 10:46:18ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 04:00:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 01:36:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2020 04:23:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 18:17:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 02:55:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 02:55:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2020 16:52:13ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2020 14:30:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2020 06:48:51ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2020 16:07:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2020 16:07:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2020 01:28:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Natalie_L
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Re: High latency issues

Hi yobama, 

 

Thank you for your post.

 

I sorry to hear you have been experiencing issues with your broadband service.

 

I have reviewed your reports and that combined with some information on your account, I would like to take a closer look if that's okay. 

 

Ill pop you over a private message now and we can go from there. 

 

Speak soon, 

Nat
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yobama
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Re: High latency issues

Thank you for your efforts in trying to resolve this for me.

Router was replaced, cables, splitter also. But sadly nothing has changed. The conclusion drawn was that it is a high utilisation issue with many more people using up the bandwidth during the corona crysis. The sign that you might also be suffering from this is that these high latency/ package losses occur consistently and only during 8am to about 10pm every day, but work fine outside of these hours. 

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yobama
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Re: High latency issues

Update on the work Virgin Media has done to try and fix this:

- Engineer replaced the router, isolator, splitter, internal and external cables and also adjusted the signals

- Engineers working on SNR/signal noise on the line

I appreciate the help so far, but nothing has changed whatsoever. The connection continues to be hopeless during peak working hours. There is no doubt at all that this is a high utilisation issue with too many customers in the area to handle the bandwidth, but Virgin Media won't admit this, but continue giving me hope this will get fixed. It has been over 4 months now. Outside of peak usage hours, so from midnight-8am the internet works perfectly. Even on weekends when the weather is nice, everything works ok. As soon as it's peak hours 8am-midnight on a weekdays, the internet is back to awful with up to 100% package loss and complete outages. 

Also, I don't understand why the virgin status page says there are "no faults" in my area, but when I speak to customer services, they say that engineers are working on the network in my area. Surely keeping the service status page up to date would save a lot of VM customers the hassle of needlessly checking their equipment for faults.

Please do keep me updated when I might be able to expect a normally functioning internet connection.2020-06-15_095913.jpg 

Attached below is screenshot which reflects the standard operation of my connection over the past 4 months.

 

 

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yobama
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Re: High latency issues

(1) The issues that I first mentioned three months ago persist. An it appears that every day there is some fault in the area that the engineers are working on. Every day it is supposed to be fixed, just for another fault to come up the next day. Can you please explain what is going on?

 

(2) One of the engineers that has was at my property said that the area issue with noise in the lines has been flagged to the network engineers and that either a faulty road side cabinet or even more substantial network issues are the cause, not problems at customers houses. How long will this take to fix.

 

Id appreciate detailed information on both points raised. Thanks, Nico

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yobama
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Re: High latency issues

2020-09-17_152815.jpg

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Steven_L
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Re: High latency issues

Hey @yobama,

 

I have been able to look into your account and can see that some maintenance is being carried out in your area today to fix this problem. I'm hoping that this will resolve the issues that you've been having recently.

 

The work should be finished by 5pm today, please can you let us know if you have any further issues after this has been completed.

 

 

Regards

Steven_L

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