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enormousrodent
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Message 1 of 18
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Horrific Packet Loss and Variable Latency in last 2 weeks

I am on Virgin 200Meg plan and have been having horrific latency with my internet connection which only started in the last 2 weeks.  I thought it was my computer but the following testing locally it's absolutely the connection.

While this is highly frustrating and makes online gaming next to impossible, my wife is also a front line NHS telephone worker who is also using this internet connection and it is making her calls hard to manage due to drop outs and sloppy connection.  

It is beyond a joke and should be resolved as a priority otherwise what the hell are we paying for.

I have been doing a broadband monitor for the last cpl hours and while not complete, i have yet to see another example as 'vibrant' as mine.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9f3b888163bf97cd8d295e800d66316ba2...

connection.jpg

As you can see..this is not right..and having around 5-10% packet loss as well...

Is there any way to get through to a virgin media representative in support faster to book an engineer without having to pull your teeth with the terrible phone support.

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Andrew-G
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Message 2 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, and you'll need to post as text, not screenshots.  Whilst the live BQM link looks like over-utilisation (which is bad, bad news), I'm hoping there's something else here that might be fixable, and I base that faint hope on the fact that the overnight "quiet period" doesn't start until 3 am, and that's possible but not usual with over-utilisation.

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Message 3 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Downstream bonded channels

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

172300000013.138256 qam40
253900000013.538256 qam17
354700000013.638256 qam18
455500000013.938256 qam19
55630000001438256 qam20
65710000001438256 qam21
75790000001438256 qam22
858700000013.538256 qam23
95950000001438256 qam24
1060300000013.938256 qam25
1161100000013.338256 qam26
1261900000013.438256 qam27
1362700000013.438256 qam28
146350000001338256 qam29
1564300000013.338256 qam30
1665100000012.938256 qam31
1765900000012.938256 qam32
1866700000013.538256 qam33
1967500000013.138256 qam34
2068300000012.538256 qam35
216910000001338256 qam36
2269900000013.538256 qam37
2370700000013.538256 qam38
2471500000013.838256 qam39


Downstream bonded channels

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

1Locked38.6212990
2Locked38.961890
3Locked38.675810
4Locked38.969660
5Locked38.968030
6Locked38.975060
7Locked38.973580
8Locked38.683190
9Locked38.988390
10Locked38.9100740
11Locked38.9103430
12Locked38.9112630
13Locked38.6143180
14Locked38.6174780
15Locked38.9187790
16Locked38.6223120
17Locked38.9210180
18Locked38.9195400
19Locked38.6238900
20Locked38.6256660
21Locked38.9262510
22Locked38.6274630
23Locked38.9223650
24Locked38.6253070

 

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enormousrodent
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Message 4 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Upstream bonded channels

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

15370001240.8512064 qam2
23940000939.3512064 qam4
34620002140.8512064 qam3
46030006840.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000
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enormousrodent
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Message 5 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Network Log

Time Priority Description

16/12/2020 09:06:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 22:12:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 22:12:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 16:24:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 10:12:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 10:12:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 01:51:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 22:29:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 22:29:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 22:28:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 22:28:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2020 02:41:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 22:12:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 22:12:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2020 17:26:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 10:12:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 10:12:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 22:40:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 22:12:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 22:12:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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enormousrodent
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Message 6 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Thanks for your help.  This over utilisation IMO is less likely as this issue has been a non issue for the past 13 months.  It has only started in the last couple of weeks and if anything home usage would be lower as kids at school and not in lockdown in my area.

I am currently out of contract and was looking at getting the 1GB connection as it is in my area.  Not sure if that will make ANY difference or not..but just putting it out there.

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Andrew-G
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Message 7 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Well, a purely personal view, but I reckon that upgrading your speed if VM aren't delivering a good service now is going to make them richer, you poorer, and the underlying fault and poor customer service will remain.  It's also worth knowing that the Gig 1 service is much more demanding of connection quality than lower speeds. Put another way, don't do it.  

However, lets see what VM can do - I can see from the data you posted that your downstream power levels are well out of tolerance, and I've flagged that for the forum staff who can advise on next steps, which will probably involve a technician visit.  

Don't be so hasty to write off the possibility of over-utilisation - I hope that isn't what's going on, but when it occurs it's usually driven by gamers and streamers in the evening, and home workers during the day, and the problem is always a local area one, so even if you aren't using your connection much, you can still have dreadful latency issues.  Of late we've had a further lockdown, and the start of the 2020 game and console release cycle, both of which have driven traffic up hugely.  If the over-utilisation started suddenly in the past month or so, there's a hope that it will fade away when those influences decline.

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enormousrodent
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Message 8 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Many thanks. I am not sure what they would have to do obviously to fix a downstream power issue. This sounds like something from their end to fix in the local area rather than necessarily an issue with my house. But let's see where they get to. Moving to another IP while possible is not something I can reasonably do as max ADSL I can get is 17MB.

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Emily_G
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Message 9 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

Thank you for the post Enormousrodent.

 

We've booked the next available engineer appointment for you using the forum information.

 

Please check the details of this and reschedule if needed using your online account or app.

 

Thanks, Emily.

enormousrodent
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Message 10 of 18
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Re: Horrific Packet Loss and Variable Latency in last 2 weeks

HI Emily,

I cannot see anything on my online account with regards to this.  Could you let me know what I have to do?

 

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