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High latency spikes and jitter - Online gaming is horrible

Hello.

In the past 2 months I have experienced really high latency spikes with high jitter making online gaming a horrible experience. I would also add the intermittent connection drops in speed that go from 90mbps to 10mbps. I am on the 100mb package with Virgin.

I am using a cabled connection to my PC and my console, as I know a Wifi connection is bad for competitive online gaming.

I kept on reading the posts on this forum and it's sad to see so many people having latency issues. I can only conclude that the Virgin infrastructure just can't take it.

But why do we have to pay for such a bad quality service?

Anyways, I also bought a 3rd party router and I've set the Hub 3.0 in modem mode. and that has helped me get a better WiFi connection with stronger signal, as the Virgin hub, when in router mode, has a very weak signal and walls are it's worse enemies.

I have set my router properly, checked the cables, checked and reset the Hub several times to no avail.

Here are my BQM measurements today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/efac5807d04ae6dea899ab6c3ce9124577... 

My BQM measurements from previous days:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a364af52bb621a240d9d9d156415e31a50... 

^ignore the red zone above

https://www.thinkbroadband.com/broadband/monitoring/quality/share/380bda68f364647b05697474a61dc92217... 

This one is the worst:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/094951e899a478033c3370e0d17d4b6004... 

(Sorry, but I did not manage to embed the codes of the graphs on the post)

My area reference number is 03.

I understand that these are unprecedented times and everyone is working from home so the bandwidth utilization has gone up to 90%, but this is not the client's fault.

So is the client not entitled to a proper connection with a good service from Virgin as stated by the contract? Isn't the client entitled to some compensation if the service has been so bad for such a long period?

Thank you for your help.

Regards.

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Router/modem status

I have copied over the info on the hub this weekend:

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

195000000

Locked

Ranged Upstream Channel (Hz)

53700012

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

195000000

-1.7

38

256 qam

8

2

139000000

-1.5

38

256 qam

1

3

147000000

-1

38

256 qam

2

4

155000000

-1.9

38

256 qam

3

5

163000000

-2

38

256 qam

4

6

171000000

-1.5

38

256 qam

5

7

179000000

-1.5

38

256 qam

6

8

187000000

-1.7

38

256 qam

7

9

203000000

-1.7

38

256 qam

9

10

211000000

-1.9

38

256 qam

10

11

219000000

-2

38

256 qam

11

12

227000000

-2.2

38

256 qam

12

13

235000000

-2.4

38

256 qam

13

14

243000000

-2.9

38

256 qam

14

15

251000000

-2.5

38

256 qam

15

16

259000000

-2.7

38

256 qam

16

17

267000000

-2.7

38

256 qam

17

18

275000000

-3

38

256 qam

18

19

283000000

-2.7

38

256 qam

19

20

291000000

-2.5

38

256 qam

20

21

299000000

-2

38

256 qam

21

22

307000000

-2.2

38

256 qam

22

23

315000000

-2

38

256 qam

23

24

323000000

-2

37

256 qam

24



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

5

0

2

Locked

38.6

0

0

3

Locked

38.6

0

0

4

Locked

38.9

0

0

5

Locked

38.9

0

0

6

Locked

38.9

6

0

7

Locked

38.9

0

0

8

Locked

38.9

5

0

9

Locked

38.9

6

0

10

Locked

38.9

6

0

11

Locked

38.6

5

0

12

Locked

38.9

6

0

13

Locked

38.9

0

0

14

Locked

38.6

0

0

15

Locked

38.6

5

0

16

Locked

38.6

0

0

17

Locked

38.6

5

0

18

Locked

38.6

0

0

19

Locked

38.9

5

0

20

Locked

38.6

5

0

21

Locked

38.9

5

0

22

Locked

38.6

5

0

23

Locked

38.6

0

0

24

Locked

37.6

0

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700012

4.775

5120

64 qam

2

2

39399957

4.575

5120

64 qam

4

3

46200036

4.775

5120

64 qam

3

4

60299979

4.925

5120

64 qam

1



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

 

Time

Priority

Description

09/05/2020 12:42:22

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/05/2020 22:49:2

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/05/2020 15:52:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/05/2020 18:11:58

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;

05/05/2020 18:11:58

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/05/2020 12:04:47

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/04/2020 16:35:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/04/2020 17:14:2

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/04/2020 16:19:58

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/04/2020 02:28:4

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/04/2020 17:18:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/04/2020 09:05:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2020 09:49:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/04/2020 02:16:48

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;

26/04/2020 02:16:48

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/04/2020 18:46:45

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2020 15:43:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2020 12:23:23

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/04/2020 12:32:54

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/04/2020 07:16:59

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;

 

Thank you.

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Message 3 of 24
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Re: Router/modem status

There's nothing obviously wrong in your hub status - power levels, SNR are acceptable, errors low (although probably only due to a recent reboot), and nothing outrageous in the Network log. The BQM on the other hand is rank, and supports what you're describing - I'd also expect that at times of poor latency that download speeds are all over the place?

In terms of compensation, nope, not a chance in my humble opinion.  The current Chinavirus panic will be cover for VM, but even in normal circumstances the only performance warranty VM offer is the minimum speed guarantee (and I've seen comments that even that's been suspended during lockdown).  Other than that, VM's contract is pathetically one-sided, so makes no promises of fitness for any purpose nor any level of reliability.  

Now, looking at the BQM, that looks like classic over-subscription (too much internet traffic for the local network).  See how it looks reasonable between about 1am and 8am?  Nobody using their broadband.  Then everybody wakes up, turns on their devices, and network congestion causes the appalling latency issues the BQM shows.  Under normal circumstances there's usually a slightly earlier start in the morning, followed by a partial improvement between 9am and 4pm, but under lockdown there are not the traditional patterns of working.  If you're lucky, this a known problem or area fault, and there's upgrade action already in progress, and whilst it might take a while, it will get fixed - the forum staff can advise.  Repairs get done, but pure capacity upgrades are expensive and sometimes VM just sit it out, waiting for sufficient customers to leave to bring the traffic back within the equipment capacity.  With the progressive roll out of DOCSIS 3.1 across the VM network to enable gigabit broadband, you might be being affected by those improvements, in which case, not ideal but at least there's the prospect of a fix coming, although in that case the forum staff probably can't say as VM are hugely secretive about improvements and network extensions.

What can you do about this?  If you're locked into a fixed duration contract with a discount, not much at present.  If you're not in contract you could wait and see what the staff advise, and if that isn't clear on a fix, then you could find and sign up to a new ISP, and when that's connected and working to your satisfaction, cancel your VM contract.  If need be, you can cancel by writing to VM - look at the online Terms & Conditions for VM broadband, section M or N, I think.

If you're in contract, and the forum staff haven't been able to be clear on a fix, then when lockdown has meaningfully eased, you can try formally complaining to VM, which probably won't do much good, other than allocation of a fault number, and the creation of a "review date", which means they do nothing until that date, then see if enough customers have left.  After eight weeks you can escalate to the arbitration service CISAS who will give you a fair hearing and can award compensation, or compel VM to let you leave a contract early without penalty, but they can't force VM to invest in network upgrades.  An alternative but similar approach if you're in contract and want to leave is to measure the speed on a wired connection when the latency is poor, because you'll usually find that some tests will be below the VM minimum speed guarantee.  Once you've got some screenshots of those, you complain to VM invoking the minimum speed guarantee, requesting that they fix it or let you leave without penalty.  Although your problem is latency, if they can fix the capacity to deliver the speed, that will almost certainly deliver improved latency because the underlying causes are the same. 

This won't be what you wanted to hear, you'll have to hope that there's a known cause and fix planned imminently.

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

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Message 4 of 24
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Re: Router/modem status

Hello @Andruser.
Thank you very much for your reply.
I appreciate you taking time to look over my issue and provide some feedback.
Regarding this ongoing issue with the network and traffic congestion, I do hope the issue is known and undergoing a fix sometime soon.
I will be honest, I am not expecting any compensation, but at least I deserve to be able to end my contract without penalties, as I am still in the 12 month period that I signed for.
The connection is horrible and online gaming has become a frustration.
I already contacted another ISP and arranged for another broadband install, as my Virgin broadband has never the latency lower then 30 ms.
I will wait for further updates or fixes on my case.
Thank you.
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Message 5 of 24
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Re: Router/modem status

I have had this for 5 months and made a post on this forum a while back so won't go into too much detail.

It started off in the evenings where i would lag backwards while playing online. 2 months later i decided it wouldn't blow over so called virgin.

After getting messed about by the broadband team and gadget rescue, who both know absolutely nothing about latency and packet loss, i came to this forum. 

I'm not sure some of the guys here know any better because it taken them 10 days to admit there was a fault and stopped blaming my console. Even when i were posting BQMs and saying it was down to over subscribing in my area.

Anyway, i should be getting a new line installed in the morning. According to one of the team members it will fix my issues.

But I am not sure it will. Wouldn't the infrastructure need upgrading to fix this?

I'm not too clued up about this stuff but one thing i do know is that if it isn't fixed tomorrow then I am cancelling this garbage service and going elsewhere as this has gone on for far too long....

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Message 6 of 24
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Re: Router/modem status

Hi Seineken,

 

Thank you for your post and I am really sorry for the various broadband issues you have been impacted by.

 

Upon checking the back end of your services, I can see that there is currently an ongoing congestion issue which you are currently being affected by. This issue is estimated to be cleared on 27th May 2020.

 

Again, I am sorry for the inconvenience caused until this issue is resolved.

 

If you have any other concerns or queries please do let me know.

 

Kind regards,

 

Beth

 

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Message 7 of 24
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Re: Router/modem status

Hello Beth.
Thank you for the update on the situation.
Can you please advise, in case the issue is not solved by the 27th of May and my connection will still suffer, what the procedure is on ending the contract without any penalties?

Regards.
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Re: Router/modem status

Glad they have got in touch with advice although it does look like your upload levels are a bit high tbh. I had similar with the upload being away up in the high 40s. If there is a spike and your levels hit 51 it forces a reboot on the modem and poor performance. Have you got any splitters on the line inside the house that you could do with removing. Or even the box attached to your wall may have a splitter in there going to different parts of the house. If your able to remove one of them and use a connector piece to join them back together your levels will be better. Don’t know if it will make a huge improvement but you could give it a try. 

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Re: Router/modem status

Hi Seineken, 

 

Thank you for your reply. 

 

Unfortunately we cannot guarantee a fault free service but we will do all we can to get the issue resolved by the estimated repair date.

If the fault continues following this date we would be happy to discuss the next steps with you. 

 

Thank you again for your patience

 

 

Nat
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Message 10 of 24
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Re: Router/modem status

So if the problem is upstream (likely) by many modems wanting to send traffic surely Docsis QoS can be setup to grant all modems to evenly send traffic at low latency instead of some modems hugging the upstream.

If you PM me your IP I can check if its upstream or downstream.

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