Virgin Media Community

[ihavesomeissues]

I have been facing this issue for some time now. I am paying for 200MB speed

As you can see below, when running a speedtest, the results are very convincing

https://imgur.com/a/W0V5blY

However, I experience constant high pings in game. Taking a look at the below, we can see why these happen.

https://imgur.com/a/A2woKGn

How do I start troubleshooting this? I work in IT so I should be able to understand most things explained here.

[jpeg1]

You should be getting better than 133 Mb downloads with an ethernet connection.  Was that using WiFi by any chance? 

individual pings will vary, particularly if there are other device/s connected at the same time.

[alfiebench]

what area are you in?

[kkorkky]

Have you heard of a utility called PingPlotter.  Running from a windows PC it can show you the path through the internet and the varios delays going through each hop. Once you are outside of the VM network there is very little you can do to remediate any long delays between hops. 

However Ping Plotter gives you an insight to what is happening on the Internet.

Some ISP's can and do deschedule Ping packets if the network is congested. Ping Packets can be seen as Low priority and hence descheduled whilst VOIP packets are time sensitive and  are hopefully expedited.

Regards

kk

[Andruser]

How do I start troubleshooting this? 

You connect to your hub, and don't log in, but click "check router status".  Post the contents of the tabs titled Downstream, Upstream, Network log in replies here as formatted text (not images, or links to images), ignore any "correct highlighted errors" messages.  One of the forum regulars will take a look for any obvious power, error to noise issues, and suggest further steps.

You can also visit Thinkbroadband.com create an account and set up a Broadband Quality Monitor, which will continuously monitor your connection (so long as your IP doesn't change) and provide a useful chart of latency and any packet loss.

[ihavesomeissues]

I usually do get closer to 200MB, no worries on that front. I always use cabled connection. Regarding other devices, there are others that are connected but no active download or massive data transfer that would cause spike to upwards of 200.

[ihavesomeissues]

Around NW1, in Camden specifically. This seems to happen 3/4 days a week, where the ping spikes constantly.

[ihavesomeissues]

Below  is the data you request. Thanks

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	9.6	40	256 qam	9
2	139000000	11.1	40	256 qam	1
3	147000000	10.5	40	256 qam	2
4	155000000	10.1	40	256 qam	3
5	163000000	10.1	40	256 qam	4
6	171000000	10	40	256 qam	5
7	179000000	9.9	40	256 qam	6
8	187000000	9.8	40	256 qam	7
9	195000000	9.6	40	256 qam	8
10	211000000	9.6	40	256 qam	10
11	219000000	9.5	40	256 qam	11
12	227000000	9.5	40	256 qam	12
13	235000000	9.5	40	256 qam	13
14	243000000	9.3	40	256 qam	14
15	251000000	9.4	40	256 qam	15
16	259000000	9	40	256 qam	16
17	267000000	8.8	40	256 qam	17
18	275000000	8.8	40	256 qam	18
19	283000000	8.3	40	256 qam	19
20	291000000	7.5	40	256 qam	20
21	299000000	7.6	40	256 qam	21
22	307000000	7.3	40	256 qam	22
23	315000000	7.3	40	256 qam	23
24	323000000	8.5	40	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	188	0
2	Locked	40.9	361	6
3	Locked	40.9	221	13
4	Locked	40.3	169	0
5	Locked	40.3	121	0
6	Locked	40.3	108	0
7	Locked	40.3	121	0
8	Locked	40.9	140	0
9	Locked	40.9	136	0
10	Locked	40.9	139	0
11	Locked	40.9	128	0
12	Locked	40.3	113	0
13	Locked	40.3	118	0
14	Locked	40.9	96	0
15	Locked	40.9	58	0
16	Locked	40.3	60	0
17	Locked	40.3	45	0
18	Locked	40.9	32	0
19	Locked	40.3	25	0
20	Locked	40.9	44	0
21	Locked	40.3	49	0
22	Locked	40.3	71	0
23	Locked	40.3	52	0
24	Locked	40.3	32	0

[ihavesomeissues]

Upstream bonded channels

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

1	53700000	4.275	5120	64 qam	10
2	39400000	4.125	5120	64 qam	12
3	46200000	4.225	5120	64 qam	11
4	60300026	4.425	5120	64 qam	9

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

01/06/2020 18:11:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 20:30:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 15:19:47	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 15:19:47	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 15:08:30	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 11:03:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 13:38:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 23:24:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 18:20:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 18:05:8	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 17:42:45	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 17:42:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 17:41:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 17:39:10	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Emily_G]

Thank you for your post Ihavesomeissues.

I can see there's currently a known area fault that may be affecting your services. I'll include some information on this below.

Fault: Utilisation

Reference: F007941842

Estimates repair date: 24 JUN 2020 16:05

You may be able to find updates on this on our service status page, although if not you can still get an update by quoting the above reference to any agent who can then provide this for you.

Thank you, Emily.