High ping spikes and general connection issues

[Calumander]

I'm on M350 with SH3.

Over the last while I've been experiencing high latency spikes and general connectivity within the house poor. This is making gaming almost unplayable for me and general day-to-day browsing feels sluggish as there's 4 of us using it. 

I initially thought this was due to having my own router and SH3 in modem mode so I done some speed checks. With the router and SH3 in modem mode I was getting about 160/200mbps. I disconnected the router and with the SH3 I was getting my 350mbps back. 

This didn't resolve the latency issues unfortunately. I've been using net meter and ping test which
is showing spikes every 10 seconds or so from 22 to 280, some as high as 500. 

I've checked the service status page which is confusing as it says everything in my area is fine but when it tests my hub it comes back that there's an issue in my area. It is confusing as I don't know if this the area or my property as the post code check came back fine and the hub test showed the issue. I have also called the technical support team however do receive an automated answer stating there is a complex issue in my area. So does tend to suggest that this is being worked on. That said, I can't be 100% sure it's not something else because I can't speak to anyone(automated service then hangs up).

I'm not too technical but having browsed the forum I've copied and pasted below some hub stats so hopefully someone can make sense of them. Bear in mind yesterday morning is when I rebooted and reverted back to SH3 only(router disconnected) so this may show on the network stats.

[Calumander]

Downstream bonded channels

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

1	331000000	2.2	40	256 qam	25
2	219000000	2.2	40	256 qam	11
3	227000000	2.4	40	256 qam	12
4	235000000	2.2	40	256 qam	13
5	243000000	2	40	256 qam	14
6	251000000	2.2	40	256 qam	15
7	259000000	2.2	40	256 qam	16
8	267000000	2	40	256 qam	17
9	275000000	1.7	40	256 qam	18
10	283000000	2.2	40	256 qam	19
11	291000000	2.4	40	256 qam	20
12	299000000	2.2	40	256 qam	21
13	307000000	2.5	40	256 qam	22
14	315000000	2.9	40	256 qam	23
15	323000000	2.5	40	256 qam	24
16	339000000	2.2	40	256 qam	26
17	347000000	2.4	40	256 qam	27
18	355000000	2	40	256 qam	28
19	363000000	1.7	40	256 qam	29
20	371000000	1.9	40	256 qam	30
21	379000000	2	40	256 qam	31
22	387000000	1.7	40	256 qam	32
23	395000000	1.4	40	256 qam	33
24	403000000	1.7	40	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	14	0
2	Locked	40.3	21	0
3	Locked	40.9	13	0
4	Locked	40.9	17	0
5	Locked	40.3	17	0
6	Locked	40.9	11	0
7	Locked	40.9	16	0
8	Locked	40.3	18	0
9	Locked	40.9	26	0
10	Locked	40.9	19	0
11	Locked	40.9	11	0
12	Locked	40.3	10	0
13	Locked	40.3	10	0
14	Locked	40.9	30	0
15	Locked	40.3	23	0
16	Locked	40.3	16	0
17	Locked	40.3	15	0
18	Locked	40.3	15	0
19	Locked	40.3	17	0
20	Locked	40.9	17	0
21	Locked	40.9	12	0
22	Locked	40.3	21	0
23	Locked	40.9	13	0
24	Locked	40.9	11	0

[Calumander]

Upstream bonded channels

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

1	49600000	45.3	5120	64 qam	1
2	23600000	47.8	5120	64 qam	5
3	30100000	46.8	5120	64 qam	4
4	36600000	45.3	5120	64 qam	3
5	43100000	45.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	341	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	0	0

Network Log

Time Priority Description

10/12/2022 09:49:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 09:35:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 09:33:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 09:15:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 09:12:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 09:00:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 08:14:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 11:06:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:44:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:42:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:42:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:42:35	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:41:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:39:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:31:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:17:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:12:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 10:09:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 09:22:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 09:09:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

This is all I have so far BQM wise

[Calumander]

This is my BQM check after 24hrs

[Adduxi · Accepted solution]

Terrible stats on channel 2 Upstream and even worse looking packet loss on your BQM.   Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

If you wait here a day or two a VM Mod will pick this up for investigation.

[Calumander]

Thank you for your reply. I have contacted customer services and they have said there's a complex issue affecting 25% of customers in my post code. It was supposed to be resolved today however that has been extended to 1pm tomorrow. I'm hoping this is what is causing my issues. Guess I'll find out tomorrow. Upstream update...

Upstream bonded channels

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

1	49600000	45.3	5120	64 qam	1
2	23600000	47.8	5120	64 qam	5
3	30100000	46.8	5120	64 qam	4
4	36600000	46.8	5120	64 qam	3
5	43100000	45.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	639	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	0	0

[Vikki_M]

Hi @Calumander

I am sorry to hear that.

I have taken a look at things from our side and the estimated fix date has been updated to the 16th December at 1pm.

We are very sorry for any inconvenience caused whilst our engineers work to resolve this. 

[Calumander]

Hi @Vikki_M 

I waited patiently for the fix date and yes it was updated too the 16th. I was then told it would 100% be resolved by midnight(it hasn't). 

I've since phoned back and been told these are only estimates, they're not accurate, the new estimate is 21/12, stop phoning. Quite frankly disgraceful. Another agent placed me on a silent hold to speak with the level 2 technical team in Swansea but unsurprisingly the line went dead. 

Unfortunately and reluctantly out of principle I've cancelled my broadband.

This has been going on since 29/11 and keeps getting indefinitely delayed. People can't be expected to wait an undetermined amount of time. That said, I'd have preferred to wait however the customer service received has left me no option but to end my services and pay the 170 pounds early termination for the honour. 

[Adri_G]

Thanks for your reply and this update, Calumander.

We're very sorry to see you go due to this ongoing area issue, however we can still offer some help or advice if you need us to.

We can see the fix estimate is now set on 21/12 at 1pm, please allow us to explain the fix estimates are subject to change depending on the complexity of the issue and sometimes our engineers may determine that more time is needed, hence our advice to check on our service status page for updates.
Our engineers on site always send live updates there, regarding the fixing times so they're available to you directly.

We also want to explain that our call agents would not be able to fix your network issues remotely over a call, sorry for all the inconvenience this may have caused you though as we appreciate it can be frustrating when long term faults appear to affect our network.

At this point as you've submitted a cancellation request this will be actioned in 30 days time, please let us know how things go and if you need more help moving forwards.
In case you were in a contract when cancelling, a termination fee may apply. View more here about our policy.

Tell us if this helps and if you have more questions or concerns regarding the above said.
We'd be eager to best advise you.

[Calumander]

The new estimated fix date has come and gone and surprise surprise the issue persists.