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Huge Latency Issues

Having constant issues with latency and packet loss while playing various games during the past couple of weeks. Ping spiking to 400 and then instantly back to 20, very frustrating.  I have posted my results below, please let me know if this is a problem due to excess subscription in the area. I have noticed this is happening to a lot of people and needs to be addressed ASAP.

Look forward to the replies 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07e24e334247638eeb809c0f289c8cebead9c696-29-03-2020

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

4.3

37

256 qam

1

2

147000000

4

38

256 qam

2

3

155000000

4

38

256 qam

3

4

163000000

3.7

38

256 qam

4

5

171000000

3.5

38

256 qam

5

6

179000000

3.5

38

256 qam

6

7

187000000

3.7

38

256 qam

7

8

195000000

3.5

38

256 qam

8

9

203000000

3

38

256 qam

9

10

211000000

2.7

38

256 qam

10

11

219000000

2

38

256 qam

11

12

227000000

1.7

37

256 qam

12

13

235000000

1.5

38

256 qam

13

14

243000000

1.4

38

256 qam

14

15

251000000

1.5

38

256 qam

15

16

259000000

1.2

38

256 qam

16

17

267000000

1.5

38

256 qam

17

18

275000000

1.7

38

256 qam

18

19

283000000

1.7

38

256 qam

19

20

291000000

1.7

38

256 qam

20

21

299000000

1.7

38

256 qam

21

22

307000000

1.7

38

256 qam

22

23

315000000

1.5

38

256 qam

23

24

323000000

1.2

38

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

834

1686

2

Locked

38.6

621

2062

3

Locked

38.6

401

8598

4

Locked

38.6

240

1697

5

Locked

38.6

515

1704

6

Locked

38.6

1064

6926

7

Locked

38.6

1312

6997

8

Locked

38.6

1002

7089

9

Locked

38.6

573

7163

10

Locked

38.6

1889

15501

11

Locked

38.6

2200

8565

12

Locked

37.6

1858

16817

13

Locked

38.6

1046

14283

14

Locked

38.6

543

14178

15

Locked

38.6

507

14059

16

Locked

38.6

533

14338

17

Locked

38.6

531

14464

18

Locked

38.9

576

14545

19

Locked

38.9

451

14671

20

Locked

38.6

1287

13824

21

Locked

38.6

74

11154

22

Locked

38.9

1485

11137

23

Locked

38.6

1870

7119

24

Locked

38.6

3411

3551

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

4.075

5120

64 qam

3

2

39400000

4.075

5120

64 qam

4

3

53700000

4.225

5120

64 qam

2

4

60300000

4.225

5120

64 qam

1




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

29/03/2020 19:40:8

notice

LAN login Success;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

29/03/2020 19:40:0

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

29/03/2020 19:34:35

notice

LAN login Success;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

29/03/2020 19:33:44

Warning!

RCS Partial Service;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

29/03/2020 14:19:0

critical

No Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:56

Warning!

Lost MDD Timeout;CM-CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:51

Warning!

RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:51

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:50

Warning!

RCS Partial Service;CM-MAC;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:58:50

Warning!

RCS Partial Service;CM-MAC=CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:40:26

Warning!

Lost MDD Timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:40:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:40:21

Warning!

RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:40:21

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:38:44

Warning!

Lost MDD Timeout;CM-M;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:38:39

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:38:39

Warning!

RCS Partial Service;CMCM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:38:39

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-;CM-QOS=1.1;CM-VER=3.0;

27/03/2020 06:38:39

Warning!

RCS Partial Service;CM-;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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Re: Huge Latency Issues

Run a Puma 6 Test and post your results here. Google Puma 6 Test.

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Red (VM SH2 AC Beta tester)
Running on 500Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
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Re: Huge Latency Issues

thanks for the reply, please see below

28ms : x
52ms : x
53ms : x
54ms : xxx
55ms : xxxxx
56ms : xxxxxx
57ms : xxxxxx
58ms : xxxxxx
59ms : xxxxxx
60ms : xxxxxxxxx
61ms : xxxxxxxxxxxxxxxx
62ms : xxxxxxxxxx
63ms : xxxxxxxxxx
64ms : xxxxx
65ms : xxxxxxxxx
66ms : xxxxxxx
67ms : xxxxx
68ms : xxxxx
69ms : x
70ms : xxxxx
71ms : xxxxxx
72ms : xxxxxx
73ms : xxxxxxx
74ms : xx
75ms : xx
76ms : xxxx
77ms : xxxxxx
78ms : xxxx
79ms : xxxx
80ms : xxxx
81ms : xxxx
82ms : x
83ms : x
84ms : xx
86ms : x
93ms : x
94ms : xx
95ms : xx
99ms : xx
100 - 149ms :xxxxxxxxx
150 - 199ms :xx
600 - 649ms :x

Finished. Excess red is a concern if most measurements are 50ms or less.

 
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Re: Huge Latency Issues

Also show the Green / Red Graph. This iss mine.

pum6test2.JPG

--
Red (VM SH2 AC Beta tester)
Running on 500Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
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Re: Huge Latency Issues

thanks- see below 

 

LFM79_2-1585557741174.png

 

 

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Re: Huge Latency Issues

Have seen a lot worse than that.

Login to the SH3, and post the Software (Firmware) version, and post here.

--
Red (VM SH2 AC Beta tester)
Running on 500Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
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Re: Huge Latency Issues

Appreciate there are probably a lot worse than this but it does still need to be fixed

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1811.401
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Re: Huge Latency Issues

Hi LFM79,


I am a Virgin Technician and due to the COVID-19 I am self-isolating :(, I am unable to help customers in person and so i am available to help others with my personal experience gained from years of solving many complex service and installations jobs.


I could do a diagnostic for you if you wish? Pm me and i can try to help further.

Leave a Kudo if this helps.

Kind regards,
Virgin Media Field Technician.
Afshin


Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: Huge Latency Issues

Hi,

I have ran a diagnostic, and due to High Utilisation I.E alot of traffic on the network this is causing slow speeds and spikes. 

I have just raised an IT ticket with our networks team to resolve this issue. VirginMedia as a company are trying its best to keep everyone connected especially during these troubling times, and understanding where we are going wrong helps to shine a light on fixing these sorts of problems when possible.

It wont be an immediate fix but the relevant department are aware now.. 

If this has helped, give a Kudo. 

Virgin Media Field Technician.
Afshin


Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: Huge Latency Issues

thanks Afshin for the help

do you have any inclination on a ETA for the fix on the ticket?

As its due to High Utilisation and everyone will be working from home for the next 6 months how will Virgin fix it if everyone will still be using the service ? Internet cannot be capped for some etc...

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