07-02-2020 02:16 - edited 07-02-2020 02:26
As of recent I have been having ping spikes which last approximately 2 seconds at random intervals when gaming. Typically my internet runs fine but when playing games that is when it seems to struggle
Where the spikes are shown is typically when I am playing games and having issues with my connection, some more extreme than others.
Contacting the helpline did not help in any way, they got me to do a speed test and as everything was fine at the time of test my internet is fine. I have gone through all the diagnostics I am aware of, I have downloaded every app I can, I have a wifi booster. I am beginning to lose hope and I am close to changing provider.
Network Log
Time Priority Description
23/01/2020 17:29:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/01/2020 20:46:54 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2020 08:17:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2020 12:10:22 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2020 21:54:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/01/2020 23:42:59 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 03:33:54 | Error | DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 16:46:3 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 20:41:30 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 20:42:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 20:43:42 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 20:50:16 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/01/2020 21:04:44 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:02:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/01/2020 01:44:39 | notice | SW Download INIT - Via Config file |
29/01/2020 01:47:46 | notice | SW download Successful - Via Config file |
29/01/2020 07:22:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/02/2020 09:50:55 | Error | DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/02/2020 06:53:9 | Error | DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/02/2020 03:05:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400021 | 5.1 | 5120 | 64 qam | 6 |
2 | 46199967 | 5.1 | 5120 | 64 qam | 5 |
3 | 32600125 | 5.1 | 5120 | 64 qam | 7 |
4 | 25800005 | 5.075 | 5120 | 64 qam | 8 |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 483000000 | -0.2 | 37 | 256 qam | 30 |
2 | 187000000 | -3.5 | 35 | 256 qam | 7 |
3 | 195000000 | -4 | 35 | 256 qam | 8 |
4 | 203000000 | -3.9 | 35 | 256 qam | 9 |
5 | 211000000 | -3.7 | 35 | 256 qam | 10 |
6 | 219000000 | -3.7 | 36 | 256 qam | 11 |
7 | 227000000 | -3.9 | 36 | 256 qam | 12 |
8 | 235000000 | -3.7 | 36 | 256 qam | 13 |
9 | 243000000 | -3.2 | 36 | 256 qam | 14 |
10 | 251000000 | -2.5 | 36 | 256 qam | 15 |
11 | 259000000 | -2.5 | 36 | 256 qam | 16 |
12 | 267000000 | -2.5 | 36 | 256 qam | 17 |
13 | 275000000 | -2.5 | 36 | 256 qam | 18 |
14 | 283000000 | -2.2 | 36 | 256 qam | 19 |
15 | 291000000 | -1.7 | 36 | 256 qam | 20 |
16 | 299000000 | -1.2 | 36 | 256 qam | 21 |
17 | 307000000 | -1 | 37 | 256 qam | 22 |
18 | 315000000 | -0.7 | 37 | 256 qam | 23 |
19 | 323000000 | -0.7 | 36 | 256 qam | 24 |
20 | 443000000 | -0.7 | 37 | 256 qam | 25 |
21 | 451000000 | -0.7 | 37 | 256 qam | 26 |
22 | 459000000 | -0.7 | 37 | 256 qam | 27 |
23 | 467000000 | -0.7 | 37 | 256 qam | 28 |
24 | 475000000 | -0.5 | 37 | 256 qam | 29 |
If any more information is needed please let me know! Help is needed! I'm losing hope!
Many thanks,
Alex
Answered! Go to Answer
on 07-02-2020 10:20
Your BQM isn't brilliant, but doesn't exhibit anything that's an obvious fault - the spiking shown is fairly typical, although some VM users are lucky and get much better peak latency with fewer spikes. Within your posted data, your upstream power levels are too high, that won't be helping, and unless there's an area fault already being addressed that'll need a technician to visit and fix it - wait around and the forum staff can advise. The downstream signal top noise ratios are within spec, but looking a bit marginal on some channels, so that's something else that might be relevant.
The other comment is that if you're gaming over wifi and via powerline adaptors, that's certain to make your latency worse. My testing suggested on a good 5 GHz wifi connection, wireless added a minimum 7ms to my router's baseline (that router baseline is what the BQM shows), and I'd guess that powerline adaptors could add another 2-5ms on top of the wireless overhead. And because the wifi protocols are built to be fault tolerant for non-gaming purposes, if there's a bad packet, it gets re-requested, which is really bad news for gaming because that'll cause a big latency spike.
on 07-02-2020 10:20
Your BQM isn't brilliant, but doesn't exhibit anything that's an obvious fault - the spiking shown is fairly typical, although some VM users are lucky and get much better peak latency with fewer spikes. Within your posted data, your upstream power levels are too high, that won't be helping, and unless there's an area fault already being addressed that'll need a technician to visit and fix it - wait around and the forum staff can advise. The downstream signal top noise ratios are within spec, but looking a bit marginal on some channels, so that's something else that might be relevant.
The other comment is that if you're gaming over wifi and via powerline adaptors, that's certain to make your latency worse. My testing suggested on a good 5 GHz wifi connection, wireless added a minimum 7ms to my router's baseline (that router baseline is what the BQM shows), and I'd guess that powerline adaptors could add another 2-5ms on top of the wireless overhead. And because the wifi protocols are built to be fault tolerant for non-gaming purposes, if there's a bad packet, it gets re-requested, which is really bad news for gaming because that'll cause a big latency spike.
on 08-02-2020 00:16
Thankyou for this! Some information that I did not know.
I'll see if any VM staff have further comments.
on 08-02-2020 07:46
Im someone with a similar problem to you virgin have been witnessing the problem but since their engineers couldn't fix mine they are saying theres nothing wrong.
If you go into router settings you can do ping tests and trace routes. I suspect if you ping you'll get high packet loss and when your traceroute every second hop will time out.
Mines been so bad I have BT being installed in 2 weeks several months before my virgin contract ends because I just cant put up with it anymore for gaming.
on 08-02-2020 12:27
Have a look at the ping tool and traceroute in the virgin hub settings i pinged google.com just for ease my guess is you'll see packet loss.
Your issue sounds remarkably similar to mine
on 09-02-2020 20:59
I think my biggest issue with this is that my internet connection has been fine and spike free for the longest time, but now all of a sudden this has started happening. Paying £50+ for the given package doesn't really seem all much worth it. Do you know if VM forum staff reply to all threads?
on 09-02-2020 22:25
Forum staff are pretty good to be honest I'll see if I can tag your post for a moderator.
I've had problems for 5 months they couldn't fix so they are releasing me from my contract back to BT in 8 days.
on 10-02-2020 08:09
Hi mitt0,
Thank you for your post and welcome to the community.
I'm sorry to hear about the issues you're having. I have taken a look on our side and am unable to see any reported faults in the area.
So what I will do is private message you do we can look to get an engineer booked in for a visit.
^Martin
on 19-04-2020 20:02
I have the same issue running in modem mode but the it's making VOIP calls awful quality.
on 19-04-2020 20:11
@PHB wrote:I have the same issue running in modem mode but the it's making VOIP calls awful quality.
STart a seperate thread, tagging on to someone elses means your post gets lost