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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

Kippies
Alessandro Volta

@nallar wrote:

This could be related to the sampling rate of the thinkbroadband graphs and some process on the hub occuring at intervals.

It's like the interference pattern of two waves with frequencies which are not quite the same.

Ovfm0Rp

https://www.wolframalpha.com/input/?i=sin(x)+-+sin(x*1.1),+sin(x),+sin(x*1.1)+from+0+to+32pi

If TBB pings every second exactly and the hub 3 has a latency spike every 1.1 seconds you would see a pattern a bit like this.

It could also not be anything like that at all and this entire post is a load of nonsense. 😄


Could well be, Ive long argued that the IRL experience of a HUB3 VS SH2AC is not as chalk and cheese as BQM's suggest. Dont get me wrong the PUMA6 chip-set is a POS, it needs binned. IMHO firmware aint gonna fix it.... BUT I've 2 semi-pro gamers (read 2 amateurs who think they're pro and complain about latency - joking guys I luvs ya really in case they are reading) and switching them between the two gives very few issues (Ive both up and running). You DO see substantial differences in throughput though with HUB3 being the worse of the two and it even seems to buffer-bloat worse.

 

@shanematthews

"Now if only i was a plant, then i might actually get paid"

And you're hoping?

wotusaw
Superfast

To Kippers

Nice idea but possibly nothub 3 test patch 5x lower latency patches.jpg.....reason being the wave is not even. Take a look at my Broadband yellow art entry for lost gamers.hub 3 test series multipic start061117.jpghub 3 test 171117 1450 newrun2.jpg

If it was a timing problem I feel it would be more even.

wotusaw
Superfast

And here's my CMD ping run..notice that after a few quite high peaks it calms down. Again odd.Smiley Surprisedhub 3 cmd test 171117 1457 70x.jpg 

Kippies
Alessandro Volta

@wotusaw wrote:

To Kippers

Nice idea but possibly nothub 3 test patch 5x lower latency patches.jpg.....reason being the wave is not even. Take a look at my Broadband yellow art entry for lost gamers.hub 3 test series multipic start061117.jpghub 3 test 171117 1450 newrun2.jpg

If it was a timing problem I feel it would be more even.

 

Without going down the route of grandmother and suck eggs...

Compare your blue trace to the yellow trace. In areas where yellow declines, blue does not necessarily. So although Maximum latency (yellow) DECREASES, average latency (Blue) sometimes tracks yellow, but in a lot of cases DOES NOT= in fact INCREASES where max latency decreases.

Given we are attempting to track a latency increase due to a chipset issue, we SHOULD see (if timings lined up). average latency following maximum latency.

In theory, if timing lined up, Wave 1 (Base latency) +Wave 2 (chipset spike)=max latency- BQM plot would follow base latency.

As that's not happening and we KNOW the PUMA6 issue is regular as clockwork, its a fair assumption that the firebrick cycle being out of sync with the PUMA6 spike follows an interference pattern.  As we have two waveforms (firebrick poll and PUMA6 spike) and we are measuring the COMBINED result (we can do no other using BQM as a measure)

In fact your PING run feeds into that, its a LAN side measure of ACTUAL effect of the PUMA spike, or if you prefer ONE of the waveforms a WAN side measure is attempting to plot.

You would need someone fully conversant with the math of the plots to PROVE thats the case, but given the only thing the firmware change is going to change is timings on the HUB, its a fair assumption all  we are seeing is a change in interference pattern (one waveform has changed) especially given your average  latency no longer tracks max latency. ANd that IRL results will be largely unchanged, which we know from the results of other PUMA6 firmware "fixes" - that it tinkers with ICMP timings, but HTTP and UDP are largely unaffected.

 



@boltedenergy wrote:

"there isn't a massive market for the modems themselves and you would likely end up paying massively over the odds for another compliant device that was likely also puma based which would actually not fix the issue and infact leave you even more out of pocket for the same level of service,"

That's is a highly subjective opinion of yours Shane which you should not disguise as being factual. as follows:

1) There's no market for modems because you are not allowed to use your own modem according to VM (the only major cable operator - monopoly?), if you are allowed to the market would then exist. This is a basic economic principles which you are choosing to ignore.

2) Cable modems would be and roughly are of similar pricing to ADSL modems so you won't need to pay "massively over the odds".

3) Anyone who has visited this thread or knows of this particular issue would DEFINITELY make an effort to buy a non puma device

4) Buying the non puma device would SOLVE their issue in this context of dodgy latency.

5) With the right chipset modem, you would get to the expected level of service you are already paying for but not receiving! (SH3 doesn't cut it)


1) the market won't exist out of nowhere and as only 1 ISP uses cable modems that would mean you couldn't use it if you changed, DSL modems will work with nay DSL service there won't be that much of a market, you get to keep the device but it won't work anywhere else, there is also the issue that you would still need something on a pre-approved list for the MAC to work

2) you're looking of upwards of £50 for a decent docsis 3.0 modem, 3.1 will set you back more whereas ADSL modems are cheap at around £20 and can be used with multiple ISP's

3) sure but VM would set the approved list and the modem inside the device isn't clearly labelled on the box

4) Well it would reduce it to the levels you get with the hub2 assuming that the broadcom chips don't also have an undiscovered flaw with the config VM uses

5) currently the only "known" good device is the hub2, anything else will "likely" work but at this point cannot be guaranteed


@Andrew-G wrote:

@shanematthews

"Now if only i was a plant, then i might actually get paid"

And you're hoping?


Well you all clearly think i'm a plant anyway so i may aswell actually get the benefits that normally go along with that no? 😛

flyg
Joining in

I phoned Virgin tonight to try and get them to activate my old super hub 2ac. Got told no we don't do that. Ended up speaking to someone else after I started to talk about this thread - possibly her supervisor as he spoke much better English. But again - he kept saying no we don't do that, we want all customers on superhub 3. He didn't seem to acknowledge the puma chipset problem and said once a superhub 2 has been deactivated they cant reactive...

I insisted he could based on what other people have written in this thread so he took the mac of the old hub and put me on hold. Came back to say the mac wouldn't register on the system...

BQM below

bqm.png

Red is me plugging in my old hub on the phone to them.

Should i keep trying to get them to activate?

Hello all, I have been waiting patiently for VM to resolve the issue with my SH 3.0.  I have been a customer since Feb and I'm so fed up with the performance of the modem!

The wireless range was pathetic so I configured my old BT Homehub to act as a Wireless router however the internet even if directly connected to the SH 3.0 is hit and miss!  There is undoubadly a handshaking issue that you guys probably refer to as latency but having read article by the Register some months ago I'm surprised there hasnt been any formal acknowledgement by Virgin Media!  Pace Micro Technology were a company taken over by Arris and fundamentally its their boxes with the dreaded PUMA chip.

Is there any type of class action, petition etc i can sign up to as this is not fit for purpose!


@RockerSBM wrote:

Hi All

My graph with the Hub3

200 Meg Down 12 Meg Up

 

cheers

shaun


That seems very quiet compares to mine, are you running in modem mode?