High latency

[jamiehunt90]

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:

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

[Kath_F]

Hi jamiehunt90,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available engineer appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24 hours have passed, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment, you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email. 

Lets us know how the appointment goes. 

Take care.

[jamiehunt90]

Hi Kath, 

Thanks for arranging the visit. The engineer was unable to find any faults with the tests he carried out on site however he changed the splitter between the Virgin TV box and the router as it looked like an old one and kindly upgraded us from a Hub 4 to a Hub 5. Unfortunately it has made no change to the latency issues we are seeing. This is the 2 full days since the changes:

Saturday 12/10

Sunday 13/10

Would this point to an issue outside of the infrastructure in the property such as the cab? If so would that be something an engineer would look at?

Cheers,

Jamie

[Matthew_ML]

Hey jamiehunt90, thank you for reaching out and I am sorry to see there is still a connection issues.

I have taken a look and over the weekend there was an SNR outage however this has not ended.

Please can you let me know how it has been over the last few days? Thanks 

[jamiehunt90]

Hi Matt,

Still having issues, since the Hub 5 has been installed I know see a lot more request timeouts/dropped packets on top of the high response times.

Monday 14/11

Tuesday 15/11

The engineer that came a few months back mentioned there was an SNR issue in the area which could have been impacting us, is this a regular occurrence? 

Do you have any other thoughts on what the problem may be?

Cheers,

Jamie

[Kath_F]

Hi Jamie, 

Thanks for coming back to us on this one. 

Checking things at this end, as Matthew mentioned there was a SNR fault open and affecting you but since you've posted, this has been resolved. There is no longer a fault open in the area. 

Everything this end is now looking good in terms of the power and signal levels. All optimal and where they need to be. 

If you are still having an issue, can you please try rebooting the hub and letting us know how things are? 

It's worth posting the live URL link too so we can monitor the live connection as well. 

Keep us posted. 

Thanks, 

[jamiehunt90]

Hi Kath,

Apologies for the delay. I've still been having issues following the SNR fault fix so it appears unrelated. The previous few days:

Sun 27/11

Mon 28/11

Live share: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/edd2fca8d6fe5790ec4caaa70a22a7068a88fb2d

Thanks,

Jamie

[Adduxi]

Your BQM's are looking like an oversubscribed area as noted by Andrew some time ago.  How are the PostRS errors looking?  They should be zero on a good connection.  If it is too many users, it may take a long time for VM to increase the capacity in the area.

[jamiehunt90]

Yeah I'd agree that it would suggest a capacity issue based on the trend of the evenings being the worst of it and overnight it's pretty steady. Surely they would have to plan in to increase capacity if that was the issue as I'd assume that everyone in the area are getting a consistently degraded service and paying the same amount of money as people who aren't? 

Below is the current downstream output so the PostRS errors are mostly zero, I have no idea what these mean though!

Downstream bonded channels

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

1	Locked	39	207	0
2	Locked	38	323	0
3	Locked	38	320	0
4	Locked	38	256	0
5	Locked	38	249	0
6	Locked	38	270	0
7	Locked	38	220	0
8	Locked	38	276	0
9	Locked	38	273	0
10	Locked	38	325	0
11	Locked	38	315	0
12	Locked	38	351	0
13	Locked	38	379	0
14	Locked	38	437	0
15	Locked	38	427	0
16	Locked	38	413	0
17	Locked	39	401	0
18	Locked	39	311	0
19	Locked	39	329	0
20	Locked	39	324	0
21	Locked	39	237	0
22	Locked	39	203	0
23	Locked	39	185	2
24	Locked	39	161	0
25	Locked	39	158	0
26	Locked	39	159	0
27	Locked	39	182	0
28	Locked	39	211	0
29	Locked	39	256	0
30	Locked	39	257	0
31	Locked	39	236	0

[Adduxi]

Zero PostRS errors are a good thing!  It points to a clean circuit.  A PostRS error is an Un correctable data transmission, so that packet of data cannot be corrected by the modem (Hub) and has to be resent.  So, this is a delay in the information flow and large amounts of these will severely impact service.

PreRS errors are the same, but have been corrected by the modem and do not need to be resent.

If it turns out to be over subscribed, you should search the Forums for relevant posts, as some of them make for painful reading.  Good luck 🙂

[Steven_L]

Thanks for coming back to us jamiehunt90. I have looked into this again and we would need to send out a technician to get this looked into. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L