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Adam13337
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Huge latency issues recently, please help!

A couple of weeks ago our internet started to become super unstable. In games the ping can spike to really high numbers quite often making them unplayable. Here is a BQM showing the latency issues:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ec73a640e087dde50152883a4e828f1cf...

Could I please get some help from VM, I've tried everything. I can also post the router status info if needed,

Thanks,

Adam

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Anonymous
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Message 2 of 43
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Re: Huge latency issues recently, please help!

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Adam13337
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Re: Huge latency issues recently, please help!

Here's the router status (currently in modem mode):

Downstream bonded channels

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

1202750000-3.736256 qam9
2138750000-2.735256 qam1
3146750000-2.535256 qam2
4154750000-2.735256 qam3
5162750000-2.935256 qam4
6170750000-2.935256 qam5
7178750000-336256 qam6
8186750000-3.236256 qam7
9194750000-3.236256 qam8
10210750000-436256 qam10
11218750000-4.236256 qam11
12226750000-4.236256 qam12
13234750000-4.436256 qam13
14242750000-4.536256 qam14
15250750000-4.536256 qam15
16258750000-3.736256 qam16
17266750000-3.237256 qam17
18274750000-3.537256 qam18
19282750000-3.537256 qam19
20290750000-3.537256 qam20
21298750000-3.237256 qam21
22306750000-3.437256 qam22
23314750000-3.237256 qam23
24322750000-3.237256 qam24



Downstream bonded channels

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

1Locked36.31900
2Locked35.726420
3Locked35.517360
4Locked35.76430
5Locked35.76100
6Locked35.75930
7Locked36.33920
8Locked36.32990
9Locked36.61820
10Locked36.32170
11Locked36.31900
12Locked36.31620
13Locked36.61774
14Locked36.31510
15Locked36.31900
16Locked36.61480
17Locked37.31200
18Locked37.31480
19Locked37.315514
20Locked37.314821
21Locked371420
22Locked37.61310
23Locked37.61630
24Locked37.31460
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Adam13337
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Re: Huge latency issues recently, please help!

Upstream bonded channels

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

1457999595.1512064 qam1
2536999645.1512064 qam4
3274000004.85512064 qam3
4357999575.1512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

28/07/2020 01:26:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 10:17:15noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 10:17:15ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 09:56:46ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:41:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:41:47ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:32:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:00:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 08:00:52ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:51:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:17:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:17:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 07:08:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 06:37:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 06:37:3ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 06:32:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 06:32:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 06:27:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 05:53:22noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 05:53:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 5 of 43
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Re: Huge latency issues recently, please help!

Your upstream power levels are too high which can cause stability issues.  

Needs investigating, probably an engineer visit required.

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Adam13337
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Re: Huge latency issues recently, please help!

Ah ok, hopefully I can get a response from VM soon so we can arrange for an engineer to come round then.

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David_Bn
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Re: Huge latency issues recently, please help!

Good Afternoon Adam13337,

 

Thanks for your post on our Community Forums and I'm terribly sorry to see you've been having issues with your broadband services.

 

Looking into the account, it appears that you've been having an issue with High Utilisation in the area and as a result, we would need to this to clear before we can book an engineer visit. 

 

See the details below, and please come back to us beyond the advised fix date

 

Kindest regards

 

David_Bn

 

Outage type:Utilisation

Description:High Utilisation - Site 020 - bmly-cmts-10.network-Cable1/0/7-upstream0-3 - Status report || You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry for any inconvenience caused.

 

Priority:P4

Remedy Number:F007969458  

Status:Our engineer is on site and they're working to fix the problem

Date Open:22 APR 2020 14:29

Estimated end date:12 AUG 2020 12:00

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Adam13337
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Re: Huge latency issues recently, please help!

Thanks for the response! I'll wait until the 12th and hopefully everything will be fixed. I'll keep you posted.

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Adam13337
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Re: Huge latency issues recently, please help!

Hello. I noticed there was some maintenance last night which I'm assuming was what you were talking about. At first I thought maybe the issue was fixed but I still get huge latency spikes in games and when pinging to google for example. Here is the BQM so far (the ip changed so that's why there's dropped packets): 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ec73a640e087dde50152883a4e828f1cf...

I also checked my hub after unplugging it for 5 minutes and the network logs show that my upstream is still very high at 5.1. Is the maintenance still going or is this another issue?

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Adam13337
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Re: Huge latency issues recently, please help!

Any help?

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