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High ping, drop outs and generally slow

Hi all,

Long time customer (since NTL days), recently upgraded to 350mb down package. Have been experiencing high ping and general instability in gaming as well as in with normal internet use. We have quite a few devices within the household (15-20 normally) and I'm running a Asus RT-N66U Router with the superhub 3 in modem mode.

I've noticed between midday and around 11ish at night that the internet becomes quite unusable from a gaming point of view with ping spikes being a constant thing, then all of a sudden around 11pm it becomes great and fast. Also while working from home using remote desktop software's I am noticing alot of disconnecting and moments where it will drop off (this might be more down to the place I am connecting to but not sure).

I've had a thinkbroadband monitor going for a week now and it is giving alot of high ping spikes throughout the day. I'm not sure at this point if there's an issue with the area or this is something to do with the hardware within my house. This issue has been ongoing since before Covid-19 was a thing with high ping being a common occurrence which leads me to thing its not about the higher traffic. This was one of the reason we kept upgrading from 100 to 200 and now 350, it doesn't seem to be resolving the underlying issue.

Here's a link to the graph from today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2bd49e1ce34f7abec9f50a97e7473518e76da266-30-04-2020

 Any kind of help would be appreciated, I have a few people in the house constantly looking to me for answers but I can't seem to find a solution. Thanks 🙂

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Re: High ping, drop outs and generally slow

Your BQM shows that the fault is with VM's network, not your household kit.  It does look suspiciously like classic over-subscription (too many customers for the local system), but if it only came on with the recent "speed increase" then maybe there's more to it.  Might be that power or SNR levels have drifted, if you post the router status data here we can offer views on that.  

Ignoring the red bar (hub switched off by timer), this is what a typical VM connection should look like:

My Broadband Ping - VM number 2

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Re: High ping, drop outs and generally slow

Hey,

Its been ongoing since before the upgrade to 350mb. 

Item Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39399959
Locked
Provisioning State
Online

 

Looking at them the network log is showing alot of warnings and errors as well, not sure if that's relevant 

Time Priority Description

30/04/2020 19:40:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2020 19:40:43Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2020 18:22:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2020 16:53:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2020 10:31:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2020 08:19:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 23:12:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 21:40:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 11:43:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:09:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 17:21:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2020 18:40:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2020 18:40:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2020 18:24:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:38criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I can post the other bits if needed

 

Thanks

 

 

 

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Re: High ping, drop outs and generally slow

This is today's graph, quite similar to yesterday honestly, issues all night. I feels like some switch is being flicked on at 11ish as things get great then. 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c45dd2e87d94acf3fc60ed6ace13212391e6d7aa

 

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Re: High ping, drop outs and generally slow

Hi. I'm new to this community, but I'm just wondering how my experience compares as the performance is dire and can barely support conference calls due to extended ping response times and lost packets. I've tried to add pics of my "ThinkBroadband" stats for today & yesterday but they won't post for some reason (just comes up as a triangle), so I've added links.  I'm on the M200 package, but never gets anywhere near 200Mbps download even on a wired connection. Just wondered how this compares to others? Is it worth complaining or is this just normal for Virgin ?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eec7659084b308d43f11a38f63051e1c2dc3f97d-01-05-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/3ec30be680b1d369ecf8803e238e151f4b3e2e77-30-04-2020

 

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