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rf96
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Horrible latency at regular packet loss.

This has been an ongoing issue for a very long time now, I understand it is very likely an over-utilisation issue. I am based in croydon and understand that with the lockdown restrictions and everyone working from home etc. that there is a lot of traffic but i believe that there should be some resolve from VM... I have attempted to contact through live chat, phone, email and complaints forms on multiple occasions but haven't even had an acknowledgment from them so I wanted to see if I had any luck here...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cdf5328ffe8e80752b29253d0b9782cf1a...

 

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rf96
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Re: Horrible latency at regular packet loss.

Downstream bonded channels

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

11390000006.440256 qam1
21470000005.340256 qam2
3155000000540256 qam3
41630000005.140256 qam4
51710000005.540256 qam5
61790000004.540256 qam6
71870000005.340256 qam7
81950000005.540256 qam8
92030000005.440256 qam9
10211000000540256 qam10
11219000000640256 qam11
122270000005.540256 qam12
132350000005.440256 qam13
14243000000540256 qam14
152510000005.440256 qam15
162590000005.440256 qam16
172670000005.440256 qam17
182750000005.140256 qam18
192830000005.540256 qam19
202910000005.640256 qam20
212990000005.640256 qam21
223070000005.840256 qam22
233150000005.840256 qam23
243230000005.540256 qam24



Downstream bonded channels

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

1Locked40.390
2Locked40.3280
3Locked40.3240
4Locked40.3260
5Locked40.3130
6Locked40.3240
7Locked40.3130
8Locked40.3140
9Locked40.9120
10Locked40.3300
11Locked40.3120
12Locked40.3110
13Locked40.9100
14Locked40.3180
15Locked40.3120
16Locked40.3140
17Locked40.3130
18Locked40.970
19Locked40.3110
20Locked40.3140
21Locked40.3160
22Locked40.3100
23Locked40.3160
24Locked40.9190
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rf96
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Re: Horrible latency at regular packet loss.

Upstream bonded channels

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

15370000745.3512064 qam10
23940004143.8512064 qam12
34619996945.3512064 qam11
46030003145.3512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000
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rf96
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Re: Horrible latency at regular packet loss.

Network Log

Time Priority Description

20/12/2020 14:00:34noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 14:00:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 17:34:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 09:32:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 09:32:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 18:12:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:53:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:53:9Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 09:05:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 08:58:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 08:58:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 08:58:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2020 02:20:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 16:56:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 15:11:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 10:34:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 16:42:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 21:21:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 21:21:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 16:32:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Horrible latency at regular packet loss.

Nothing wrong with the hub's status data.  The BQM shows a typical over-utilisation pattern, meaning more traffic than VM's local network can handle. You can choose to believe whether this is Covid related, or whether VM simply sell contracts until (and indeed after) the local network is at capacity, but the outcome is the same for now.

Nothing you can do to improve matters. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes/often that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. And sadly VM won't ever admit the truth, so there will be a fault reference and a "fix date", but there's no way of knowing if that fix date is actually backed by an actual plan of action and programme of works. Quite often it seem not, and as the fix date approaches it is simply moved a month or two ahead.  Your options:

1) Sit it out, and hope that either VM do carry out improvement works.  There's little or nothing you can do to force VM to upgrade the network, nor to be honest about the outlook.

2) Get yourself a new ISP. If you're in a fixed term contract you'll probably have to use the VM complaints process (and almost certainly escalate for arbitration at CISAS ) to be released from contract without penalty.  If you need to do this, the grounds of your complaint is the poor performance, and your request fro release from contract without penalty is twofold: First the Consumer Rights Act 2015 that requires any consumer service to be provided with "reasonable skill and care", and second, the Ofcom Fairness Commitments, that states Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty;

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