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High ping and packet loss

Hi there,

For a few months now I've been dealing with sporadic increases in ping and packet loss on my connection, which is most noticable during games. I initially wrote this off as higher utilisation due to Covid-19 etc. but now reaching a point where I can't stay connected to online games due to these random spikes. I have experienced these issues in both wired and wireless connections, and using SH3 in router and modem mode. I have also moved addresses recently and the problems seem to be worse in my newer address, so I'm not sure if this is a fault with the line or my equipment. I've since been using the SH3 in modem mode with a ASUS RT-AC86U in the meantime to allieviate these issues. Help appreciated either way.

 BQM (27th July, old address, router mode, wired connection)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4e6ca1f61579b3fd9a66a122fd5a17fac8ff322c-27-07-2020

 BQM (3rd August, new address, modem mode, wireless connection)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4eb839a0c0659bd1b7f1771bde1bef9a5be251c

Status

Item Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

Downstream

Downstream bonded channels

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

13307500005.338256 qam25
22027500006.937256 qam9
32107500006.537256 qam10
42187500006.337256 qam11
52267500006.137256 qam12
62347500005.837256 qam13
72427500005.337256 qam14
82507500005.337256 qam15
92587500005.437256 qam16
10266750000537256 qam17
112747500004.637256 qam18
122827500004.937256 qam19
13290750000537256 qam20
142987500004.937256 qam21
153067500004.937256 qam22
163147500005.338256 qam23
173227500005.537256 qam24
183707500005.438256 qam26
193787500005.838256 qam27
203867500005.538256 qam28
213947500005.338256 qam29
224027500005.538256 qam30
234107500005.938256 qam31
244187500005.338256 qam32



Downstream bonded channels

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

1Locked38.610600
2Locked37.63250
3Locked37.63280
4Locked37.33160
5Locked37.63320
6Locked37.64260
7Locked37.65310
8Locked37.64380
9Locked37.64910
10Locked37.68720
11Locked37.68230
12Locked37.610140
13Locked37.68620
14Locked37.611770
15Locked37.610890
16Locked38.69080
17Locked37.610350
18Locked38.611570
19Locked38.910160
20Locked38.610820
21Locked38.69710
22Locked38.98290
23Locked38.97820
24Locked38.611330
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Re: High ping and packet loss

Upstream bonded channels

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

1394000003.368512064 qam10
2258000003.4512064 qam12
3326000003.3512064 qam11
4462000003.375512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ldJKDHSUBsgvca69834ncxv9873254k;f



Primary Downstream Service Flow

SFID648
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID647
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

03/08/2020 23:12:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 23:12:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 22:30:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 09:32:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 15:29:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 21:25:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 21:24:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 07:57:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 19:39:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 19:27:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 19:27:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 18:50:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 18:37:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 18:35:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 18:13:38ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 17:57:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 23:46:13ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 13:20:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 23:35:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 23:34:59ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: High ping and packet loss

I'll also post some images from PingPlotter:

Pinging my own Virgin Media router:

https://imgur.com/qhfY1CQ

Pinging game server at same instance:

https://imgur.com/wbkQnEA

 

 

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Re: High ping and packet loss

Bumping this with another instance of 100% packet loss every 10 minutes or so to a different IP address:

https://imgur.com/7jzi9Qu

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c4eb839a0c0659bd1b7f1771bde1bef9a5be251c

 

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Re: High ping and packet loss

Anyone?

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Re: High ping and packet loss

Hi Vulnicura

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issues. I've had a look on our systems today and cannot see any issues. However the hub is currently showing in modem mode. Can you pop it in to router mode for me and then we can do further tests?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: High ping and packet loss

Hi John, 

I've switched back to router mode, please can you have a look ASAP. I am still dealing with small but constant packet loss and latency spikes that makes video conferencing and online gaming next to impossible to experience smoothly. I've already performed multiple resets on the router. Thanks. 

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Re: High ping and packet loss

Now having service issues - I'm going to switch the router back to modem mode and switch to another router as I'm having no luck unless someone can examine this today. Either way it's looking like I'm going to end my services and switch to Zen.

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Re: High ping and packet loss

Sorry to see this has gone unanswered Vulnicura

 

I've taken a look into your account and I can see that we're currently experiencing an outage

 

Outage type: SNR

Description:Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

 

Remedy Number: F008317387 

 

Date Open:12 AUG 2020 16:27

Estimated end date:19 AUG 2020 16:30

 

We apologise for the inconvenience this may cause you. Do feel free to come back to us once the outage has cleared and we'll seek to run diagnostics with you, if possible

 

Kindest regards,

 

David_Bn

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