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Hub 3 / Compal CH7465-LG (TG2492LG) and CGNV4 Latency Cause

Datalink
Up to speed

Good Day Ladies and Gentlemen,

Greetings from the other side of the pond, so to speak.  Over the last few weeks I've been perusing various user forums across North America and Europe for issues related to Intel Puma 6 modem latency.  Of those forums, your Hub 3 stands out as yet another Puma 6 based modem where users see continuous latency no matter what site is used or what online game is played. Considering all of the problems that are on the go, the following information should be of interest to all Hub 3, Compal CH7465-LG and Hitron CGNV4 modem users.  There is much more to post regarding this, so this is a start, to alert VM users as to the real cause of the latency and hopefully engage the VM engineering staff, via the forum staff, with Arris.  I am surprised to see that there has been no mention on this board of users from other ISPs who are suffering the exact same issues with their modems, so, this may come as a surprise to some, and possibly old news to others.

So, the short story ........

The Hub 3 / Compal CH7465-LG (TG2492LG) & Hiton CGNV4 modems are Intel Puma 6 / 6 Media Gateway (MG) based modems.  These modems exhibit high latency to the modem and high latency thru the modem.  The latency affects all IPV4 and IPV6 protocols, so it will be seen on every internet application and game.  The basic cause is the processing of the data packets thru a CPU software based process instead of thru the hardware processor / accelerator.  It appears that a higher priority task runs periodically, causing the packet processing to halt, and then resume.  This is observed as latency in applications and in ping tests to the modem and beyond.  For the last several weeks, Hitron, along with Intel and Rogers Communications in Canada have been addressing the latency issue within the Hitron CGNxxx series modems.  To date, only the IPV4 ICMP latency has been resolved.  Although this is only one protocol, it does show that a Puma 6MG modem is capable of using the hardware processor / accelerator with good results.  Currently Rogers is waiting for further firmware updates from Hitron which should include an expanded list of resolved protocol latency issues.  For Arris modems, "Netdog" an Arris engineer indicated last week that Arris was onboard to address the issue for the Arris SB6190 modem.  That should be considered as good news for any Arris modem (read Hub 3) user as Arris should be able to port those changes over to other Puma 6/6MG modems fairly quickly.  This is not a trivial exercise and will probably take several weeks to accomplish.  Note that there is no guarantee at this point that it is possible to shift all packet processing to the hardware processor / accelerator without suffering from any packet loss side effects.  Time will tell if all of the technical issues can be resolved with the current hardware included in the Puma 6/6MG chipset.  Last night, Netdog loaded beta firmware on selected test modems on the Comcast Communications network.  As this was only done last night, it's too soon to tell what this version resolves and if it was successful or not.  Netdog has contacts with staff at Comcast, Rogers, Charter and Cox Communications to fan out beta versions and modifications for testing.  I'd say its time to add Virgin Media and/or Liberty Global to that group as well.

Recent activity:

Approx three weeks ago a DSLReports user, xymox1 started a thread where he reported high latency to an Arris SB6190 and illustrated that with numerous MultiPing plots.  This is the same latency that I and other users with Rogers communications have been dealing with for months so it came as no surprise.  As well as reporting via that thread, xymox1 took it upon himself to email several staff members at Arris, Intel, Cablelabs and others.  The result of that campaign was Netdog's announcement, last week, that Arris was fully engaged at resolving the issue.  That has led to last nights release of beta firmware, although as I indicated its too early to determine what the beta firmware resolves, if anything.


The original thread that xymox1 started is here:

https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mis...


Yesterday, DSLReports issued a news story covering the thread:

https://www.dslreports.com/shownews/The-Arris-SB6190-Modem-Puma-6-Chipset-Have-Some-Major-Issues-138...


Today, Arris responded:

https://www.dslreports.com/shownews/Arris-Tells-us-Its-Working-With-Intel-on-SB6190-Puma6-Problems-1...


That response was also picked by Multichannel.com

http://www.multichannel.com/news/distribution/intel-arris-working-firmware-fix-sb6190-modem/409379

This is more news likely to appear in the next few days as additional tech and news staff pick up on this issue.


Hub 3 observations:

Like many others using a Puma 6/6MG modem, Hub 3 users are experiencing latency when they ping the modem, or ping a target outside of the home, game online or use low latency applications.  The common misconception is that this is Buffer Bloat. It's not. Its most likely a case of the packet processing stopping while the CPU processes a higher priority task.  The packet processing is done via the CPU no matter what mode the modem is operating in, modem mode or router mode and no matter what IPV4 or IPV6 protocol is used.  Normally, the latency is just that, latency.  The exception are UDP packets. In this case there is latency and packet loss.  The result of that is delayed and failed DNS lookups, and poor game performance for games that use UDP for player/server comms or player/player comms.


Can this be fixed?

So far, it appears that the answer is yes.  Rogers Communications issued beta firmware to a small group of test modems in October.  This version shifted the IPV4 ICMP processing from the CPU to the hardware processor / accelerator, resulting in greatly improved performance in ping latency.  At the present time we are waiting for the next version firmware which should shift other protocols over to the hardware processor / accelerator.  That can be seen in the following post:

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/369...

The details and results of last nights beta release to the Comcast group have yet to be seen.

At this point there is enough reading to keep most staff and users busy.  My intention is to post some of the history leading up to this point and instructions on how to detect the latency and packet loss.  This is not thru the use of a BQM.  I had hoped to post this all at once but events are moving much faster than I had thought they would.  For now this should suffice to get the ball rolling.

Below is a link to a post with a couple of HrPing plots from my 32 channel modem to the connected CMTS.  This shows the latency that is observed and reflects what others have posted in this forum using Pingplotter and HrPing.

https://www.dslreports.com/forum/r31106550-

HrPing is one of the freebie applications that can be used to monitor the latency to and thru the modem. 

Pingplots with Pingplotter which show the latency from my modem to the CMTS can be found in the first two to three rows of my online image library at Rogers Communications, located below.  They are essentially what the BQM would look like if you were able to zoom into the plot to the point where you could see the individual ping spikes.  Those ping spikes are common to Puma 6 and Puma 6MG modems.

http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158

 

 

 [MOD EDIT: Subject heading changed to assist community]

4,478 REPLIES 4,478

Nope, not a chance.  Perhaps VM has incorporated the update to resolve the IPV4 ICMP latency, which was released to the Rogers Puma 6MG CGN3ACSMR modem last October.  The one way to determine that is to run a trace to some address such as the BBC, then use the IP address after your modem as a target to ping.  Ping that address for 24 hours to see the changes that occur during the day.  That will tell you if there has been a positive change in the firmware version.  You can use something like Pingplotter or HRPing to run the ping test.  Pingplotter will run in pro mode for 14 days before it kicks down into freebie mode if you don't buy a standard or pro licence.  HRPing is free for use.  You would have to invoke the graphics capability to plot the results.  Its not as advanced as Pingplotter, in terms of graphing, but it works. 


@eddiechatburn wrote:

Certainly not had a firmware update, but it would appear something has happened this morning.

Hub 3 has lost connection - not even rebooted according to the uptime in the log, and the ping latency seems to have all but disappeared!!

 

My Broadband Ping - Home

Is anyone else seeing this?

 

I know we had an engineer from outside our area visit recently, and he advised our area had had considerable work don on the cabs, and it would take until the 20th for them to settle down, but I must admit I wasn't expecting this!

Could it be that the fault was never the Hub 3.0 but VM's own routing?

 


Out of interest, how many DS Channels are you running on? I had a semi clean looking TBB graph when I was on 8 channels and only when I moved to 16 did it get bad. So wonder if you've maybe gone the other way?

and also.... just be sure. What hub 3 version number are you on?

--------------------------------------------------------
Look behind you, a three-headed monkey

Hub 3 Version 10. Firmware still 9.1.116V.

Well, that was short lived. You were right, just checked and it would appear I now have only 1 channel down and 1 up.

Will have to look into it further when I get home this evening.

 

Area 20 - Hub 3.0 - Vivid 350

I'm just another geek and all my posts are my own personal opinion. 🙂
Hopefully I may have been some help, though!


@eddiechatburn wrote:

Certainly not had a firmware update, but it would appear something has happened this morning.

Hub 3 has lost connection - not even rebooted according to the uptime in the log, and the ping latency seems to have all but disappeared!!

Looks like you're in partial service mode on 1 downstream channel.

My Broadband Ping - Home

Is anyone else seeing this?

If you reboot, you may get your full channel set back and the BQM graph change again, but in reverse, like this:

 

I know we had an engineer from outside our area visit recently, and he advised our area had had considerable work don on the cabs, and it would take until the 20th for them to settle down, but I must admit I wasn't expecting this!

Cabs and infrastructure in general don't need time to "settle". That sounds like a BS excuse for an on-going fault.

Could it be that the fault was never the Hub 3.0 but VM's own routing?

Not a chance. 


 


@eddiechatburn wrote:

Hub 3 Version 10. Firmware still 9.1.116V.

Well, that was short lived. You were right, just checked and it would appear I now have only 1 channel down and 1 up.

Will have to look into it further when I get home this evening.

What is partial service mode: https://volpefirm.com/docsis-3-0-partial-service/

It's a temporary recovery mode caused when some of the downstream channels have become so bad that they're not usable anymore. Happens on all Docsis hubs.

Already rebooted to see if it was a fluke, still only 1 channel each.

😞

 

Area 20 - Hub 3.0 - Vivid 350

I'm just another geek and all my posts are my own personal opinion. 🙂
Hopefully I may have been some help, though!


@eddiechatburn wrote:

Already rebooted to see if it was a fluke, still only 1 channel each.

😞

There may only be 1 downstream channel in working order available at the moment, so until the others come back rebooting may not have any effect.

qpop
On our wavelength

As I understand it, a third-party purchased one won't work.

 

Can anybody report successfully getting a 2ac posted out recently and what did they say/who did they speak to?

Yup, excitement definitely passed. 'Quick' phone call to Virgin, signal sent and router now correctly locked on with 20 downstream channels and 2 up.

Back to it's delightful jittery self!

🙂

 

Thanks MUD_Wizard

Area 20 - Hub 3.0 - Vivid 350

I'm just another geek and all my posts are my own personal opinion. 🙂
Hopefully I may have been some help, though!


@eddiechatburn wrote:

Yup, excitement definitely passed. 'Quick' phone call to Virgin, signal sent and router now correctly locked on with 20 downstream channels and 2 up.

Back to it's delightful jittery self!

🙂

 

Thanks MUD_Wizard


Was going to say this once happened to me and they had to resend an activation. Why it happened I couldn't say... 

So... back to the waiting game we go Smiley LOL

--------------------------------------------------------
Look behind you, a three-headed monkey