Virgin Media Community

[IreneCheeseman]

My son has recently experienced unusually high latency when gaming - he hasn't had a problem with this for months until this weekend (Friday 11th - Sunday 13th March 2022).

What is causing this? We have reset the router and followed every recommended fix to no avail. Due to the nature of the games he plays he says that it is borderline unplayable with the current amount of input delay caused by the high latency. This is the same on a wired or wireless connection.

Thank you

[Adduxi]

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@IreneCheeseman wrote:

My son has recently experienced unusually high latency when gaming - he hasn't had a problem with this for months until this weekend (Friday 11th - Sunday 13th March 2022).

<snip>

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Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Gaming should be done wired where possible btw.

You also need to post the Power levels and Network log from the Hub.   Setup a BQM to monitor and record the status of your  circuit  www.thinkbroadband.com/ping

Once done we can comment on your stats.

[IreneCheeseman]

Hi,

Thank you for the reply.

Firstly I can confirm that there are no faults in our area and we have peformed a reset on the hub, but nothing has changed.

The connection he is using is wired.

I have also run the BQM as recommended and here are the results:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b8b86ec309d320068a6747937a76bb01ec... 

[Adduxi]

Okay, the BQM is showing a very small amount of traffic during peak hours, but I have seen much worse.  I doubt if this is causing the issue, yes it may add a bit of latency, but nothing you should notice.

Can you post your power levels, Pre and PostRS errors and Network log please for comment.  These may show something?

[IreneCheeseman]

Hi,

Thank you for the reply - where would would I find these statistics? Sorry, I've not really done this before.

[IreneCheeseman]

Hi,

Does any of this help?

Thank you

[Adduxi]

Thats what we are after.

If you copy and paste the text from all those tabs into several posts we can read the full information.   Screenshots are not the best tbh.  Ignore any warning messages when posting, as the board software will sort it all out.  Just press the post button again.

[IreneCheeseman]

Let me know if you need anything else:

 

Upstream bonded channels

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

1	60300000	43.3	5120	64 qam	1
2	39400000	43.3	5120	64 qam	4
3	46200000	43.3	5120	64 qam	3
4	53700000	43.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0

 

[IreneCheeseman]

Downstream bonded channels

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

1	330750000	0	40	256 qam	25
2	250750000	0.7	40	256 qam	15
3	258750000	0.7	40	256 qam	16
4	266750000	0.9	40	256 qam	17
5	274750000	0.7	40	256 qam	18
6	282750000	0.9	40	256 qam	19
7	290750000	0.7	40	256 qam	20
8	298750000	0.9	40	256 qam	21
9	306750000	0.9	40	256 qam	22
10	314750000	0.5	40	256 qam	23
11	322750000	0	38	256 qam	24
12	338750000	0	40	256 qam	26
13	346750000	0	40	256 qam	27
14	354750000	-0.2	40	256 qam	28
15	362750000	-0.4	40	256 qam	29
16	370750000	-0.5	40	256 qam	30
17	378750000	-0.5	40	256 qam	31
18	386750000	-0.7	40	256 qam	32
19	394750000	-0.7	40	256 qam	33
20	402750000	-0.4	40	256 qam	34
21	410750000	-0.4	40	256 qam	35
22	418750000	-0.5	40	256 qam	36
23	426750000	-0.5	40	256 qam	37
24	434750000	-0.5	40	256 qam	38

Downstream bonded channels

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

1	Locked	40.3	14	0
2	Locked	40.3	14	0
3	Locked	40.9	14	0
4	Locked	40.9	12	0
5	Locked	40.3	22	0
6	Locked	40.9	16	0
7	Locked	40.3	9	0
8	Locked	40.3	9	0
9	Locked	40.9	16	0
10	Locked	40.3	24	0
11	Locked	38.9	11	0
12	Locked	40.9	18	0
13	Locked	40.9	26	0
14	Locked	40.9	21	0
15	Locked	40.3	18	0
16	Locked	40.3	19	0
17	Locked	40.3	40	0
18	Locked	40.3	26	0
19	Locked	40.3	29	0
20	Locked	40.3	24	0
21	Locked	40.3	1069	601
22	Locked	40.3	54	0
23	Locked	40.3	23	0
24	Locked	40.3	22	0

[IreneCheeseman]

Network Log

Time Priority Description

17/03/2022 11:08:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2022 10:32:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 21:35:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 21:35:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2022 03:04:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 23:39:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2022 23:37:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2022 17:03:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 23:59:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 23:59:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2022 10:21:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2022 11:59:6	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2022 11:59:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2022 04:51:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 23:59:6	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2022 23:59:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 21:37:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 11:59:6	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2022 11:59:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2022 05:48:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;