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Gabriel105
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High ping issues

Hello, for a good couple of months now I have been having issues with my internet, mainly while gaming. My ping is constantly high when I try playing any game until late in the evening or at night when it finally lowers. My internet seems to run fine until I try playing games where it begins to struggle.438231c2b7710654704b1bebd02b4bc262b10cf8-18-12-2020.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b505353751b28733bdd8b7149947761534ef02a8

 This is the broadband quality monitor from today. It has been like this for a really long time now and I have tried a lot of different solutions to lower my ping but none of them work. When I run a speed test it tells me I have a ping of around 15 but when I am actually in a game this is much higher going up to the 200s sometimes. I play through a wired connection on both my PC and my Xbox and I experience the high ping on both platforms. I have tried everything I could think of and nothing is working so now I am posting my issues here to see if anyone could please help me. this is what is shown on my hub 3 router status.

Network Log Time Priority Description
18/12/2020 18:30:6noticeLAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 14:57:28criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 15:14:37noticeLAN login Success; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 08:00:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 08:00:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 08:58:17criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 02:12:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 02:12:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 01:12:35criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 00:48:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 00:48:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 00:18:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 00:18:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 14:52:35criticalNo Ranging Response received - T3 time-out; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:03:16criticalReceived 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;
04/12/2020 10:02:34Warning!Lost MDD Timeout; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:02:30Warning!RCS Partial Service; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:02:30criticalSYNC Timing Synchronization failure - Loss of Sync; CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 10:02:29Warning!RCS Partial Service; 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
13940000048.3512064 qam3
23260000048.3512064 qam4
34620000048.3512064 qam2
45370000046.8512064 qam1

 

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1402750000-3.538256 qam30
2202750000-637256 qam9
3210750000-5.736256 qam10
4218750000-5.937256 qam11
5226750000-636256 qam12
6234750000-636256 qam13
7242750000-6.237256 qam14
8250750000-637256 qam15
9258750000-5.737256 qam16
10266750000-5.237256 qam17
11274750000-537256 qam18
12282750000-4.937256 qam19
13290750000-4.537256 qam20
14298750000-4.237256 qam21
15306750000-438256 qam22
16314750000-3.938256 qam23
17322750000-3.738256 qam24
18330750000-3.738256 qam25
19370750000-3.738256 qam26
20378750000-3.538256 qam27
21386750000-3.538256 qam28
22394750000-3.238256 qam29
23410750000-3.438256 qam31
24418750000-3.538256 qam32

This is all the main data from my router status page, if any more information is needed please just let me know. I appreciate any help I can get and hope that I can get to the bottom of these issues that I am having. I hope someone can get back to me soon 🙂

Many thanks,

Gabriel

 

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Andrew-G
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Re: High ping issues

I've flagged your post for the forum staff to advise - looks to me like your downstream power levels are too low on many channels.  That can be fixed.  Whether it will help with the poor peak time latency you describe, and shown in the BQM I can't say with certainty, but I very much doubt it.  

The BQM looks like a typical over-utilisation pattern (VM have sold more contracts than their network around you can support), and VM's record on resolving those is poor, to the extent that the quickest and most reliable solution is choosing a new ISP.  Even if there's a fault reference and a "fix date", the company's form is that all too often over-utilisation fix dates come and go without any improvement, and there's often not only no works being done to fix the capacity constraint, but probably not even any genuine plans to try.

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Emma_C
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Re: High ping issues

Hi Gabriel105, 

Thanks for your post and welcome to our community. 

Really sorry you've been having some issues with the service, this isn't good. 

I have tried to have a look into the back end of things for you so we can see what's going on but I've been unable to find it. 

I'm going to pop you a personal message now and see if we can get to the bottom of things. 

 

Emma_C - Forum Team
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Emma_C
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Re: High ping issues

Thanks Gabriel. 

I've had a look and can see that we are aware of an on going issue in your area under the reference .F007906513. 

The current fix time we have is the 4th January 2021. During this time you may find the services are intermittent so I do apologise for any upset caused. 

If you're still having issues after the 4th January please pop back and let us know and we can run some more checks. 

Emma_C - Forum Team
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Gabriel105
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Re: High ping issues

Hello again, I've waited until the 4th hoping for improvements and it is now the 6th and I am still having issues with my internet. During the day I am still experiencing lag. I have looked at my broadband quality monitor and haven't noticed any changes. These issues have been going on for a really long time and it is disappointing that they are still persisting after the 4th when a fix was promised. Before my internet was very good and I used to experience 0 problems during the day but at one point it all just went bad and now I am unable to play games until late into the night when everything stabilises. I hope that you cna get back to me so that we can sort out this issue.

Gabriel

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CarlosOnDrums
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Re: High ping issues

I did some fortune-telling in my younger days, and my crystal ball is showing me that VM are going to inform you that the date of your fix has been pushed back by around 4 weeks.

It's a gift.

 

 

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Gabriel105
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Re: High ping issues

Hi again, it’s been about 2 weeks. I was wondering if I was going to get any kind of update regarding my situation?

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