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Suica
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High latency spikes and large amounts of packet loss

Hi,

I've had an issue for about 2 weeks now where my icons ingames start to go crazy with messages about connection loss with the server, lacket loss and latency issues. It would cause my work VPN to disconnect causing massive headaches every few days too. Eventually, when websites and other services started to frequently stutter, I took a look online.

Following some threads, I've done:
A pinhole reset on the Hub 4
Resecured all cables and checked they're tight
Set up a broadband quality monitor,

Virgin Media 500MB

Please do ignore that block of red at 10PM, as that's me doing the pinhole reset.

Any advice and tips? Anything else to try? All cables are secure and without issue, the pinhole reset hasn't improved anything and the issue persists. My main and work PC are both connected via ethernet, and the other devices are on WiFi.
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Cardiffman281
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Message 2 of 10
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Re: High latency spikes and large amounts of packet loss

Check for local issues on 0800 561 0061. 

Post your hub stats from 192.168.0.1 where it says Network Status below the login fields. 

Suica
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Message 3 of 10
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Re: High latency spikes and large amounts of packet loss

Cheers for the quick reply. Called the number, no service issues in my area.
Went into "check router status" below the login field, which of the tabs info do you need?
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Cardiffman281
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Re: High latency spikes and large amounts of packet loss

All if you can please 

Suica
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Re: High latency spikes and large amounts of packet loss

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
0
0

 

3.0 Downstream channels

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

253310000003.40000240.366287QAM25625
102110000003.29999940.366287QAM25610
112190000004.30000330.001997QAM25611
122270000003.40000236.386890QAM25612
132350000004.09999840.946209QAM25613
142430000003.00000040.366287QAM25614
152510000002.50000038.983261QAM25615
162590000003.90000240.366287QAM25616
172670000003.00000040.366287QAM25617
182750000004.90000240.946209QAM25618
192830000005.00000040.366287QAM25619
202910000004.80000340.366287QAM25620
212990000005.09999840.366287QAM25621
223070000003.40000240.366287QAM25622
233150000004.19999740.946209QAM25623
243230000003.29999940.946209QAM25624
263390000002.29999940.366287QAM25626
273470000003.40000240.366287QAM25627
283550000003.59999840.946209QAM25628
293630000003.20000140.366287QAM25629
303710000003.79999940.366287QAM25630
313790000004.80000340.946209QAM25631
11390000001.90000237.636276QAM2561
21470000005.59999838.605377QAM2562
31550000004.19999738.605377QAM2563
41630000004.00000038.983261QAM2564
51710000003.79999938.983261QAM2565
61790000004.30000338.605377QAM2566
71870000003.20000138.983261QAM2567
81950000003.70000140.366287QAM2568
92030000003.09999838.983261QAM2569



3.0 Downstream channels

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

25Locked40.36628700
10Locked40.36628700
11Locked30.001997659434037
12Locked36.386890520
13Locked40.94620900
14Locked40.36628700
15Locked38.9832615690
16Locked40.36628700
17Locked40.36628700
18Locked40.94620900
19Locked40.36628760
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.94620900
26Locked40.36628700
27Locked40.36628700
28Locked40.94620900
29Locked40.36628700
30Locked40.36628700
31Locked40.94620900
1Locked37.63627693300
2Locked38.60537720
3Locked38.60537700
4Locked38.98326110
5Locked38.98326110
6Locked38.60537700
7Locked38.98326100
8Locked40.36628700
9Locked38.98326100
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Suica
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Re: High latency spikes and large amounts of packet loss

3.0 Upstream channels

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

14620000044.7705995120 KSym/sec64QAM3
23940000046.7705995120 KSym/sec64QAM4
35370000047.7705995120 KSym/sec64QAM2
46030000045.2705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
873254k;fg87dsfd;kfoA,.iyewrk



Primary Downstream Service Flow

SFID
1146
Max Traffic Rate
575000000
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
1145
Max Traffic Rate
38520000
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

 

Network Log

Time Priority Description

Thu Jan 1 00:01:27 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 9 23:52:50 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 9 23:53:10 20226CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:06 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:08 20226DS profile assignment change. DS Chan ID: 159; Previous Profile: 3; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:14 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 01:25:07 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 01:25:14 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 02:04:43 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 02:05:04 20226CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:18:25 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:18:40 20226CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:35 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:42 20226CM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:47 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:52 20226CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:11 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:18 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:27 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:28 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:22:03 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:22:34 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:23:17 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:23:38 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:17 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:22 20226CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:39 20225Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:45 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Cardiffman281
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Message 7 of 10
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Re: High latency spikes and large amounts of packet loss

Thanks. Yup they go with the BQM in pointing to signal to noise ratio issues. The Docsis 3.1 channel is offline, downstream channel 11 has post RS errors and channels 1, 11, 12 and 15 have SNR issues.

You have done all the checks I can think of (unless you have any cabled connections to the hub you could remove) otherwise I think you will need a VM engineer via the VM forum team. 

Suica
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Message 8 of 10
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Re: High latency spikes and large amounts of packet loss

Sweet, thank you very much for helping me out with this. I really do appreciate it. Do I just wait for someone on the VM forum staff to check this out and arrange an engineer visit?

Cardiffman281
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Message 9 of 10
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Re: High latency spikes and large amounts of packet loss

Could do or if you are brave and patient with a zen like inner peace you could try calling it in on 0345 454 1111. 

Hayley_S
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Message 10 of 10
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Re: High latency spikes and large amounts of packet loss

Hello @Suica,

Thanks for posting, welcome to the community.

I am sorry for the issues with your internet.

I will send you a private message now, so I can help you further.

Please look out for a purple envelope.

Many thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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