High latency

[robsmith1993]

experiencing high latency and ping spikes which I assumed was down to over utilisation but even after peak times I am having these problems. I was gaming on halo after 12am and lagging everywhere. My friends who live on the same street who have virgin media don’t have any issues with lag so I’m trying to get to the root of the problem and not sure where the best place to start is. I’ve tried a few things like getting my own tp-link router but this hasn’t fixed the problems I’ve been having with online gaming.

[Andrew-G]

Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[robsmith1993]

Downstream bonded channels

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

1	659000000	11.9	37	256 qam	32
2	539000000	12.4	37	256 qam	17
3	547000000	12	37	256 qam	18
4	555000000	12	37	256 qam	19
5	563000000	11.8	37	256 qam	20
6	571000000	11.5	37	256 qam	21
7	579000000	11.4	37	256 qam	22
8	587000000	10.8	37	256 qam	23
9	595000000	10.8	37	256 qam	24
10	603000000	11	37	256 qam	25
11	611000000	11.6	37	256 qam	26
12	619000000	11.6	38	256 qam	27
13	627000000	11.3	38	256 qam	28
14	635000000	11.9	37	256 qam	29
15	643000000	12.3	38	256 qam	30
16	651000000	12.4	37	256 qam	31
17	667000000	12	38	256 qam	33
18	675000000	11.8	38	256 qam	34
19	683000000	11.9	37	256 qam	35
20	691000000	12	38	256 qam	36
21	699000000	11.6	38	256 qam	37
22	707000000	12	38	256 qam	38
23	715000000	12.3	38	256 qam	39
24	723000000	12.6	38	256 qam	40

Downstream bonded channels

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

1	Locked	37.3	349	0
2	Locked	37.6	79	0
3	Locked	37.3	109	0
4	Locked	37.6	90	0
5	Locked	37.3	109	0
6	Locked	37.6	91	0
7	Locked	37.6	115	0
8	Locked	37.6	143	0
9	Locked	37.6	172	0
10	Locked	37.6	169	0
11	Locked	37.6	201	0
12	Locked	38.6	218	0
13	Locked	38.6	248	0
14	Locked	37.3	258	0
15	Locked	38.6	266	0
16	Locked	37.6	354	0
17	Locked	38.6	361	0
18	Locked	38.6	417	0
19	Locked	37.6	413	0
20	Locked	38.6	375	0
21	Locked	38.6	438	0
22	Locked	38.6	455	0
23	Locked	38.6	444	0
24	Locked	38.6	451	0

[robsmith1993]

Upstream bonded channels

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

1	32600036	39.5	5120	64 qam	5
2	25799988	38	5120	64 qam	6
3	39400009	38	5120	64 qam	4
4	46200002	39.5	5120	64 qam	3
5	53700017	39.5	5120	64 qam	2
6	60300002	39.5	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
5	ATDMA	0	0	0	0
6	ATDMA	0	0	0	0

[robsmith1993]

Network Log

Time Priority Description

18/12/2021 09:42:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 09:41:52	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 19:35:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 09:22:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 09:22:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 06:23:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 15:48:37	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 15:48:37	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 14:33:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 13:57:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 13:57:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 02:30:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 01:57:3	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 01:57:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2021 09:15:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 00:12:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 00:12:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 21:10:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 14:42:1	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2021 14:42:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G · Accepted solution]

Downstream power levels are too high.  I'll mark your post for forum staff to advise, they'll probably need to book a technician - fixing power levels is usually one of the easiest problems for a tech to resolve.

Although the 6 upstream channels are very odd - VM usually use 4 (and very, very rarely we see 5 reported).   I've been looking at hub status data in the forum for a few years now, and never seen 6 U/S channels reported before.  If you're in Eire then cable systems look similar but are configured differently with more upstream channels, and staff here won't be able to help.  

[robsmith1993]

Ok thanks for reply, I am in England when i got virgin media I installed it myself because we had virgin media many years ago but switched to bt and I think I am having issues because maybe I need an attenuator (I’ve been on the forum looking at other peoples issues) what’s the quickest way for me to book a technician 

[Andrew-G]

You can try phoning it in, but dealing with the friendly forum staff is a lot more pleasant, and response times are usually good on Sunday mornings.  Personally I'd wait for them, but if you're willing to take the risk, phoning it in offers an exciting range of outcomes including actually getting things fixed, being trapped in circular menu hell, having a voice recognition bot misdiagnose the problem, waiting on hold for an hour, being cut off mid call, being passed from agent to agent without any help, being lied to, being told it's your wifi, or being advised that they'll send a signal to your hub that will magically cure it.  

[jem101]

That does look as if the modem has managed to get itself in a bit of a state, as @Andrew-G says, the downstream levels are a bit high which can cause odd and exciting issues, it’s managed to confuse itself on what the upstream is doing but interestingly the logs aren’t showing any real problems at all!

Personally, I’d be tempted to do a full pinhole factory reset of the Hub (push a paperclip into the little reset hole until you feel the button click, hold it down for a full 60 seconds, let it go and allow the hub to restart itself). When it has struggled back to life, repost the stats and we’ll see if it has managed to sort itself out a bit better - I don’t expect the downstream power to change much, unless it’s actually fine anyway and it’s just the wonky hub firmware misreporting it.

If you do this then the hub will reset to as it was when first installed, including the WiFi names, passwords and login password, so make sure you know what these are (sticker on the base of the hub, I believe) and be prepared to make any changes back to how you want them.

[robsmith1993]

Ok I just reset it but power levels are still the same nothing has changed really:(