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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

I had the exact same thing too, same message on network logs, my sh3 restarted on its own earlier and the green up/down arrows light showed up on the sh3 display so I thought this might be it but doesn't seem to be anything, no new logs on the log so can't explain what happened then.

If you're on .608 and think your connection is worse, I'm pretty certain you have a dodgy box or a line issue. The firmware had shown in ask tests to massively improve things. 

fat4l
On our wavelength

Ok guys, I'm on .608, SH3, 350/20Mbit, Modem mode + I bought Asus RT-AC86U with Merlin firmware, and it's great 🙂

My Broadband Ping - Asus AC86U

This is my thought also, to the prior poster, I too also dabble in a little R6S and since the patch have noticed substantially better stability on my connection. Similarly PUBG has bad netcode to start with, but it was so bad on Virgin (business user using the Hitron CGNv4 but same chipset) that when I was testing with a friend on a BT line sometimes my shots just wouldn't even register with the server, i.e. I'd SEE my animation of a bullet firing, but my friend didn't see anything, this was repeatable in different areas in different matches, with different weapons, I mean it would account for why I would swear I was shooting and hitting someone, only to get shot by them instead and in the death cams see nothing other than me just stand up and wait to be shot! Since the firmware patch, more or less fine, still more jitter than I'd like, but thats to be expected on HFC

Also if you want a good game to test the firmware with for exactly this kind of issue have a look at Ironsight, its a free fps shooter basically just ripping off CoD MW/MW2 and runs really well, I get next to zero issues playing this, in the many hours I've already committed to this game I've probably died round a corner (well WELL round a corner) twice maybe three times.... no more than I'd have expected on my BT connection, albeit the BT connection would still have probably half the latency!

So is it safe to "upgrade" from the SH1 now? 

Im currently on VIVD 100 and for some strange reason its cheaper for me to upgrade to VIVID 350, but with the issues of the SH3 I decided to give it a miss. 

IF I was to upgrade the SH3 would be in modem mode connected to my Netgear R7000 router. 

Also could someone confirm the latest firmware is available in area? My area reference is 07. 

 

Thanks Guys. 

To be honest I think customers in all the areas are getting it but they are chosen at random in batches 

nifnat
Joining in

So after my issue getting worse I factory reset in the hopes it would fix something but I still had the same issues. Then last night my connection dropped completely twice. Checked the logs this morning and the modem had tried updating once and failed and then updated again. I'm still on the same firmware version now but it seems much more stable, so fingers crossed that my issue is sorted now.

grindax
On our wavelength

It appears I got the firmware update this morning at 2am. Area 21, VIVID 200, modem mode.

Should I be concerned about the low-level packet loss that is still evident all the way across the top of my graph?

 

My Broadband Ping - Home


@grindax wrote:

Should I be concerned about the low-level packet loss that is still evident all the way across the top of my graph?

 

My Broadband Ping - Home


Yes that’s not good.  Suggest start a new post with your stats and logs.