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koolala
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Message 1 of 19
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Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow speed.

Hi,

I have no other choice but to join the community forum to complain the issue I had for the last 4 months, huge latency and daily spikes making the online gaming unplayable. 

I called the Customer Service and Complain department multiple times. The first time I was told I will be contacted by their technician, of course no one contacted me. The second time I was told I was 'LUCKY' to have the internet access these days despite the latency, spikes and my download speed is only 1/10 of the 350MB I suppose to have...

Not sure anyone from the forum can help, but will have a go anyway before I give up and leave VM...

67a60b9d4cd79f5991715efeba6e5b43732afd5d-06-07-2020.png

koolala
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Message 2 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

Another day, even worse...

2a4350d5e3e8ff9e4aafa33d3ae1e29ee76b56af-07-07-2020(1).png

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Andrew-G
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Message 3 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

The BQM looks as though it may be another over-utilisation issue.  Sometimes these are fixed, sometimes they're not, and VM will not communicate openly and honestly with customers.  In fact, in some instances VM communicate dishonestly, for example denying point blank there's a problem when customers know there is and have proof (as you do), or they create fault numbers with fix dates that keep jumping forward when they clearly haven't done anything and presumably have no intention of doing anything.  In these cases the best option is to leave.

However, I'm getting ahead of myself.  Before concluding that this is over-utilisation, can you connect to the Hub, click on "Check router status", and then post as formatted text the contents of the tabs titled Downstream, Upstream and Network log?  If there's a power of SNR fault then there's a very good chance we can improve your connection quality, although we'd have to see what that does for latency.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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koolala
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Message 4 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

I am using ASUS router, The Hub is in Modem Mode, Please see the Downstream, Upstream and Network log below. Many thanks!

Downstream bonded channels

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

1403000000-1.737256 qam30
2195000000-0.237256 qam8
3203000000-0.737256 qam9
4211000000-0.937256 qam10
5219000000-137256 qam11
6227000000-1.236256 qam12
7235000000-1.536256 qam13
8243000000-1.737256 qam14
9251000000-1.737256 qam15
10259000000-1.237256 qam16
11267000000-0.737256 qam17
12275000000-0.737256 qam18
13283000000-0.237256 qam19
14291000000-0.237256 qam20
15299000000-0.237256 qam21
16307000000-0.237256 qam22
17315000000-0.437256 qam23
18323000000-0.537256 qam24
19363000000-0.937256 qam25
20371000000-1.237256 qam26
21379000000-1.737256 qam27
22387000000-237256 qam28
23395000000-1.537256 qam29
24411000000-1.537256 qam31



Downstream bonded channels

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

1Locked37.6105188
2Locked37.6118165
3Locked37.3107186
4Locked37.6109167
5Locked37.699183
6Locked36.6105226
7Locked36.6123179
8Locked37.6131187
9Locked37.3105191
10Locked37.664295
11Locked37.375168
12Locked37.663186
13Locked37.360326
14Locked37.369295
15Locked37.6115189
16Locked37.3387195
17Locked37.3201245
18Locked37.3100182
19Locked37.679175
20Locked37.365177
21Locked37.374105
22Locked37.390351
23Locked37.694177
24Locked37.364174
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koolala
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Message 5 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

Upstream bonded channels

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

1602999614.725512064 qam1
2393999814.725512064 qam4
3462000144.725512064 qam3
4537000044.725512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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koolala
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Message 6 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

Network Log

Time Priority Description

08/07/2020 22:26:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 14:04:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 07:14:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 18:05:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 18:05:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 18:05:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2020 03:41:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:34:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 22:24:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 16:18:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 03:39:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 03:39:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 23:54:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 20:28:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 12:38:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 06:06:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 06:05:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 00:38:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 00:36:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 00:33:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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koolala
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Message 7 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

Again, another day, same latency and spike issues.

2487308a3533ebc43d81a6dd9795dca40552af58(1).png

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koolala
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Message 8 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2487308a3533ebc43d81a6dd9795dca40552af58
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koolala
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Message 9 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

So, one week gone, no reply and nothing change. I will keep post the BQM until someone can help. Also the community can see how long it takes for this type of issue to be looked at.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/66d7173ee530159193dad44b7a15b5011c3f4080-12-07-2020
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Sebster
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Message 10 of 19
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Re: Huge Latency and Spikes for 4 Months, was told by CS having internet access is LUCKY despite slow spe

I've been having the same issue and my BQM is pretty much identical to yours. The way the fix-date keeps getting pushed back for other customers on here tells me that there won't be a fix anytime soon for the majority of us, as their network just can't handle it. I can confidently say you'll have two options: 1) wait for life to go back to normal and people start going back to work , or 2) move to another ISP.