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Helpful Answer

Re: Just switched to Virgin - High ping

@ModTeam @Kev_B 

Can someone take a look?  The BQM is showing clear evidence of packet loss.  It looks like there may be some noise on the line.

Tim

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Forum Team
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Message 32 of 52
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Re: Just switched to Virgin - High ping

Hi vikei48, 

 

Thanks for getting in touch. 

 

Sorry to see you're having some problems with your broadband. 

 

I would love to look into this for you. In order for us to do this I have sent you a PM so we can get your details Smiley Happy

 

(Thank you @ravenstar68 for bringing this to our attention Smiley Happy

 

Look forward to hearing from you, 

 

Hetty_R
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vikei48
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Message 33 of 52
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Re: Just switched to Virgin - High ping

Hi Hetty_R,

Thank you for getting back to me. I have received your PM and have replied as well. 

Looking forward to hearing from you!

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Reggie-2019
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Message 34 of 52
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Re: Just switched to Virgin - High ping

I was in your position! I just bought a BT WiFi extender! 

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vikei48
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Message 35 of 52
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Re: Just switched to Virgin - High ping

Hello again. 

Thank you Hetty_R for arranging the engineer visit.

As I mentioned to you previously, the engineer just replaced the Hub with a new one. Now I seem to get reduced ping and slightly better results on a speedtest.

However, last night I just lost connection to the internet and it lasted until this morning. I called to report the issue and a few hours later it was fixed. I attach below a screenshot of the BQM.

Was the loss part of the previous issues or not? I hope this doesn't continue to happen. I wish the engineer had taken a look at the line as well :/

c75455aa8edf4c9cdb02265b1e40d8a4f9cd1c15-17-04-2019.png

 

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Superuser
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Message 36 of 52
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Re: Just switched to Virgin - High ping

So @ravenstar68  has (correctly IMHO) asked for someone to get a look cos theres likely noise on the line, and  @ModTeam , @Kev_B   the sum total of  OP's requests for help, Ravenstars intervention and an Engineer visit is swapping a HUB out?

1st post in the thread- Upstream is maxed out, downstream SNR is okay but PostRS and the existence of RCS partial service in the logs indicate channels are dropping from a bonded set, hence the latency spikes on BQM  (we've established firmware is up to date) = dropped packets are actually likely upstream crapping out as its over spec. And as Ravenstar has pointed out its likely noise ingress. If not, it needs checked your side, FECS issue? Something? Anything?

 

 


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Message 37 of 52
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Re: Just switched to Virgin - High ping

@vikei48 Can you post your current stats?

Tim

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Message 38 of 52
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Re: Just switched to Virgin - High ping

Hi vikei48,

I've had another look at the backend of your services and the network segment. There appears to be some correlation with your packet loss, but nowhere near the levels of disruption I'd expect for the issues you're experiencing.

 

The sustained drop shown on your latest BQM does appear to correlate with an outage in the area, as utilisation for the whole segment dipped considerably during this period. However, there are no SNR issues on your line at present or over the past few days, so it doesn't appear to be due to any noise ingress.

 

If you could provide some updated stats as requested by @ravenstar, we'll investigate further and may need to involve our network team.

 

Thanks,

Rachael

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vikei48
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Message 39 of 52
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Re: Just switched to Virgin - High ping

Downstream bonded channels

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

1              299000000           2.9          40           256 qam              21

2              139000000           0.7          38           256 qam              1

3              147000000           1.4          40           256 qam              2

4              155000000           1.5          40           256 qam              3

5              163000000           1.4          40           256 qam              4

6              171000000           1.4          40           256 qam              5

7              179000000           1.5          40           256 qam              6

8              187000000           1.5          40           256 qam              7

9              195000000           1.7          40           256 qam              8

10           203000000           2              40           256 qam              9

11           211000000           1.9          40           256 qam              10

12           219000000           1.9          40           256 qam              11

13           227000000           2              40           256 qam              12

14           235000000           1.7          40           256 qam              13

15           243000000           2              40           256 qam              14

16           251000000           2.2          40           256 qam              15

17           259000000           2              40           256 qam              16

18           267000000           2              40           256 qam              17

19           275000000           2.4          40           256 qam              18

20           283000000           2              40           256 qam              19

21           291000000           2.5          40           256 qam              20

22           307000000           2.7          40           256 qam              22

23           315000000           2.7          40           256 qam              23

24           323000000           3              40           256 qam              24

 

 

 

Downstream bonded channels

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

1              Locked  40.3        3775       4162

2              Locked  38.9        103676  41147

3              Locked  40.3        79051    13911

4              Locked  40.3        1797122                310996

5              Locked  40.9        2159126                985811

6              Locked  40.3        94312    6262

7              Locked  40.3        38296    4771

8              Locked  40.3        43052    5276

9              Locked  40.3        43575    4802

10           Locked  40.9        33082    5049

11           Locked  40.3        22966    4394

12           Locked  40.3        22797    4894

13           Locked  40.3        18131    4182

14           Locked  40.3        17701    5333

15           Locked  40.3        10467    4616

16           Locked  40.3        10602    4173

17           Locked  40.3        10798    4033

18           Locked  40.3        25854    4904

19           Locked  40.9        11429    3597

20           Locked  40.3        6449       4313

21           Locked  40.3        3936       3570

22           Locked  40.3        2496       2891

23           Locked  40.3        3443       4595

24           Locked  40.3        2482       3757

 

Upstream bonded channels

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

1              53700000             5.05        5120       64 qam 17

2              25799981             4.375     5120       64 qam 16

3              32600000             4.35        5120       64 qam 15

4              39400000             4.425     5120       64 qam 14

 

 

 

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

17/04/2019 14:03:31       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 14:08:7         Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 14:37:50       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 14:37:50       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 15:52:59       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 19:03:10       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 20:58:29       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/04/2019 21:18:36       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 01:30:2         critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 08:38:7         Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 09:08:26       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 09:09:3         Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 10:10:49       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 10:11:42       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 11:03:25       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 11:03:25       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 12:19:52       critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 12:20:45       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 12:47:56       critical   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/04/2019 13:00:40       Warning!             RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

c75455aa8edf4c9cdb02265b1e40d8a4f9cd1c15-18-04-2019.png

Let me know if you need more info.

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vikei48
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Message 40 of 52
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Re: Just switched to Virgin - High ping

Thank you all for helping out. Please see recent stats below. 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 3 40 256 qam 21
2 139000000 0 38 256 qam 1
3 147000000 0.7 40 256 qam 2
4 155000000 0.9 40 256 qam 3
5 163000000 0.7 40 256 qam 4
6 171000000 0.7 40 256 qam 5
7 179000000 1 40 256 qam 6
8 187000000 1 38 256 qam 7
9 195000000 1.2 40 256 qam 8
10 203000000 1.5 40 256 qam 9
11 211000000 1.5 40 256 qam 10
12 219000000 1.4 40 256 qam 11
13 227000000 1.7 40 256 qam 12
14 235000000 1.5 40 256 qam 13
15 243000000 1.7 40 256 qam 14
16 251000000 1.9 40 256 qam 15
17 259000000 1.7 40 256 qam 16
18 267000000 2 40 256 qam 17
19 275000000 2.2 40 256 qam 18
20 283000000 2 40 256 qam 19
21 291000000 2.5 40 256 qam 20
22 307000000 2.7 40 256 qam 22
23 315000000 2.7 40 256 qam 23
24 323000000 3.2 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 4403 5650
2 Locked 38.9 118534 50521
3 Locked 40.3 89663 19290
4 Locked 40.3 2300294 397256
5 Locked 40.3 2878840 1254414
6 Locked 40.3 108661 9172
7 Locked 40.3 43058 6058
8 Locked 38.9 47606 6816
9 Locked 40.9 48927 6110
10 Locked 40.9 36557 6407
11 Locked 40.9 25778 5601
12 Locked 40.3 25421 6260
13 Locked 40.3 20046 5518
14 Locked 40.3 19506 6733
15 Locked 40.3 11563 5916
16 Locked 40.9 11939 5417
17 Locked 40.3 15165 5363
18 Locked 40.3 31091 7933
19 Locked 40.9 16102 5113
20 Locked 40.3 7725 5377
21 Locked 40.3 4631 4687
22 Locked 40.3 3074 3641
23 Locked 40.3 4114 6083
24 Locked 40.9 3126 4840

 

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.5 5120 64 qam 17
2 25799984 4.55 5120 64 qam 16
3 32600029 4.5 5120 64 qam 15
4 39400000 4.675 5120 64 qam 14


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
18/04/2019 09:08:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 09:09:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 10:10:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 10:11:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 11:03:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 11:03:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 12:19:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 12:20:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 12:47:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 13:00:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 19:01:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 19:06:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 19:21:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 20:03:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 20:32:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 20:40:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2019 21:03:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2019 03:21:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2019 07:13:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2019 08:03:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

c75455aa8edf4c9cdb02265b1e40d8a4f9cd1c15-19-04-2019.png

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