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High ping and Latency issues Hub 3

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

a269466f4f3f12626e271dbeb1dfe304.png

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 17:29:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2020 20:46:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 08:17:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 12:10:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 21:54:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2020 23:42:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 03:33:54ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 16:46:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 20:41:30Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 20:42:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 20:43:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 20:50:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2020 21:04:44Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2020 01:44:39noticeSW Download INIT - Via Config file
29/01/2020 01:47:46noticeSW download Successful - Via Config file
29/01/2020 07:22:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2020 09:50:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2020 06:53:9ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2020 03:05:4criticalNo 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

1394000215.1512064 qam6
2461999675.1512064 qam5
3326001255.1512064 qam7
4258000055.075512064 qam8

 

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

1483000000-0.237256 qam30
2187000000-3.535256 qam7
3195000000-435256 qam8
4203000000-3.935256 qam9
5211000000-3.735256 qam10
6219000000-3.736256 qam11
7227000000-3.936256 qam12
8235000000-3.736256 qam13
9243000000-3.236256 qam14
10251000000-2.536256 qam15
11259000000-2.536256 qam16
12267000000-2.536256 qam17
13275000000-2.536256 qam18
14283000000-2.236256 qam19
15291000000-1.736256 qam20
16299000000-1.236256 qam21
17307000000-137256 qam22
18315000000-0.737256 qam23
19323000000-0.736256 qam24
20443000000-0.737256 qam25
21451000000-0.737256 qam26
22459000000-0.737256 qam27
23467000000-0.737256 qam28
24475000000-0.537256 qam29

If any more information is needed please let me know! Help is needed! I'm losing hope!

Many thanks,

Alex

 

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Re: High ping and Latency issues Hub 3

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.

 

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Re: High ping and Latency issues Hub 3

Thankyou for this! Some information that I did not know.

I'll see if any VM staff have further comments.

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Re: High ping and Latency issues Hub 3

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.

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Re: High ping and Latency issues Hub 3

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 

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Re: High ping and Latency issues Hub 3

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?

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Re: High ping and Latency issues Hub 3

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.

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Re: High ping and Latency issues Hub 3

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

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Re: High ping and Latency issues Hub 3

I have the same issue running in modem mode but the it's making VOIP calls awful quality.

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Re: High ping and Latency issues Hub 3


@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

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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