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jamiehunt90
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High latency

Hi All,

I've been struggling with high latency for months, maybe even years to be honest. We are on the 600mb package and generally speeds are fine but I have a lot of issues when gaming and I also work from home so Teams calls are also an issue at times. We've had various engineers come out who never appear to find anything and we've had multiple aspects of our infrastructure changed to no avail. Below is the last 2 days from the broadband quality monitor:

jamiehunt90_1-1642108730630.png

 

jamiehunt90_0-1642108663673.png

I've had this running for a while so there's a lot more evidence of +200ms response times. Any advice on what could be the issue? I'll post the upstream, downstream and network log in separate messages

 

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jamiehunt90
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Re: High latency

 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11950000002.937256 qam8
21390000003.737256 qam1
31470000003.237256 qam2
41550000003.237256 qam3
51630000003.237256 qam4
61710000003.237256 qam5
7179000000337256 qam6
8187000000337256 qam7
92030000002.737256 qam9
102110000002.737256 qam10
112190000002.537256 qam11
122270000002.237256 qam12
13235000000237256 qam13
142430000001.937256 qam14
15251000000237256 qam15
162590000002.237256 qam16
172670000002.437256 qam17
182750000002.437256 qam18
192830000002.437256 qam19
20291000000337256 qam20
212990000003.237256 qam21
223070000003.237256 qam22
23315000000337256 qam23
243230000003.438256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.32454128
2Locked37.35289228
3Locked37.63427121
4Locked37.32436251
5Locked37.6204646
6Locked37.3198369
7Locked37.3237413
8Locked37.325940
9Locked37.3151720
10Locked37.313110
11Locked37.379260
12Locked37.39810
13Locked37.312530
14Locked37.69802
15Locked37.398316
16Locked37.37500
17Locked37.385412
18Locked37.67720
19Locked37.39200
20Locked37.66430
21Locked37.36880
22Locked37.657811
23Locked37.658026
24Locked38.64220
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jamiehunt90
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Re: High latency

 
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000048.5512064 qam1
23940000048512064 qam4
34620000048.5512064 qam3
45370000048.5512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00120
2ATDMA00130
3ATDMA00110
4ATDMA00120
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jamiehunt90
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Re: High latency

 
Network Log
Time Priority Description
13/01/2022 21:04:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 21:03:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 13:20:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 02:48:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 02:48:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 00:54:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 14:48:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 14:48:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 03:51:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 02:48:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 02:48:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 11:17:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 14:48:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2022 14:48:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 04:20:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 02:48:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2021 02:48:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 21:14:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 14:48:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 14:48:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jamiehunt90
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Re: High latency

Not sure if the images I added have upload correctly so I've generated a link for yesterdays BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5baef4e98dc5d21861f8a207fb3ab314b83696ca-12-01-2022
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Andrew-G
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Alessandro Volta
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Re: High latency

Nothing unusual in the network log, downstream power's OK, but too many uncorrectable (post-RS) errors, upstream power's good, but far too many timeouts.  I'd wait and see what staff advise, because the BQM looks noisy (which can be fixed) but also to have some characteristics that could be over-utilisation (which generally isn't fixed in any reasonable time scale).

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Alex_RM
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Re: High latency

Hi jamiehunt90,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to see you're having some issues with your connection,

 

I've been able to locate your account using your forum details, and can see some of the hubs levels are out of specification. This is something that I'll need to arrange an engineer for.

 

I'll need a few details from you first, so I've popped you over a private message (purple envelope, top right hand corner)

 

Alex_Rm

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jamiehunt90
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Re: High latency

It's been a while since I posted this and following multiple changes, I'm still struggling with latency issues. The engineer which came out found no issues but suggested we had too many devices (approx. 20) and the Hub3 was not powerful enough so we would likely require a better router. I went out and bought a pair of Asus ZenWiFi AX (XT8) routers which improved the overall Wi-Fi however did not resolve the latency problems. We've since been upgraded to the Hub4 on the Gig1 plan and again still have high latency. I'm currently connected from my PC directly to the Hub4 in modem mode and a simple ping to google.com is all over the place: 

latency.png

I believe over the years we have had every piece of infrastructure change at the property (some multiple times) so is it likely that the issue resides in the cabinet at the end of the street? If so is this something that Virgin would look to investigate? Or is it purely down to limits in the area for shared bandwidth?

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legacy1
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Re: High latency

What your live BQM looking?

Was the PC idle not downloading or uploading? You can check in task manager for your NIC

likely a perfect storm for everyone in the area pegging the upstream even if your idle.
---------------------------------------------------------------
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Kath_F
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Re: High latency

Hi jamiehunt90, 

Thanks for your post and for coming back to us with an update. We're sorry to hear your issues with latency are continuing. 

Checking things this end, it looks as though several of your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F
Forum Team




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