Virgin Media Community

[whosagooner]

Hi all,

Whenever I game I get lag spikes. I play wired and also the following ping test I have done directly to the Superhub 3 in modem mode.

My router status information is as follows...

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

1	Locked	40.3	1406	4132
2	Locked	40.3	1390	3951
3	Locked	40.9	1401	4152
4	Locked	40.3	1381	3855
5	Locked	40.3	1392	3574
6	Locked	40.3	1392	3624
7	Locked	40.9	1371	3126
8	Locked	40.3	1421	2928
9	Locked	40.3	1447	3076
10	Locked	40.3	1472	2948
11	Locked	40.9	1315	2384
12	Locked	40.3	1279	2620
13	Locked	40.9	1227	1981
14	Locked	40.3	1216	1958
15	Locked	40.3	1232	1960
16	Locked	40.3	1175	1977
17	Locked	40.9	1045	2049
18	Locked	40.9	893	1461
19	Locked	40.3	787	1423
20	Locked	40.9	710	1336
21	Locked	40.3	659	1289
22	Locked	40.3	628	1126
23	Locked	40.3	633	943
24	Locked	40.3	549	1030

Upstream bonded channels

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

1	60300000	44.8	5120	64 qam	1
2	53700000	44.3	5120	64 qam	2
3	46200000	43.8	5120	64 qam	3
4	39400000	43.5	5120	64 qam	4

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

29/08/2021 17:50:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 17:48:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 14:34:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:39:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:23:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:22:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:32:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:32:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:31:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:31:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:29:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:28:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:28:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:28:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:28:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:28:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:27:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:27:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:27:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 11:05:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The critical warnings from the Network Log I assume are an issue?

Any help would be hugely appreciated.

Regards

George

[Ashleigh_C]

Hi there @whosagooner

Thank you so much for your post and I am so sorry to hear you are having these issues! 

I have been unable to access your Hub to run diagnostics, I'm assuming this is because you are still in Modem mode? If so can you switch the Hub back to router mode and let me know so I can run diagnostics on our side again? 

Thank you. 

[whosagooner]

Hi thanks for your reply.

It is not in modem mode.

[Alex_RM]

Thanks for getting back to us,

Everything looks to be within the specifications we would expect.

Are you able to set up a BQM and monitor it for 24 hours so we can see how things look from your side?

Alex_Rm

[whosagooner]

Sorry can you explain what that is please?

[Andrew-G]

I can accept that everything may be in spec, but the network log is quite definitive and shows synch failures and downstream channel loss faults at 11:05, repeatedly around 11:30, then again after 13:20, then again at 14:34, and again at around 17:50.  Other than producing a spikey picture, I'm not sure how a BQM helps.

@whosagooner Have you physically checked all VM coax connections in the house?  Undo them, wipe them, and redo them with the nuts finger tight, remembering that the hub takes about 7 minutes to come back on line after the connection is interrupted.  You can also try a pinhole reset of the hub.  If you're feeling ambitious you can do the same coax connection check in the brown plastic omnibox outside usually found outside on your wall.  Other than those, nothing else you can do, and if the problem continues then it's either a faulty hub (rare, but does occur), noise on the line (common), or a network equipment fault (less common).  All of those last three require VM to investigate and fix.

 I assume the hub's main LED is showing white (other than possibly looking like a reboot sequence when trouble occurs)?  

[David_Bn]

Good Morning @whosagooner,

Can you please advise me if you've been able to follow the advice from @Andrew-G to see if this can improve the connection at all?

If this is still on going, can you confirm if this only happens when gaming? Does it happen on specific games only or all games?

Kindest regards,

David_Bn

[whosagooner]

Thank you so much for your input! I have checked the cable connections and even tested direct from modem to laptop via ethernet. Nothing has helped. The only thing I have not tested it the direct connection to the outside box as I do not want to be held responsible if anything went wrong!

It is not during any specific game, and is not only during gaming. It can happen while streaming Netflix (wired to TV), or even just the usual Wi-Fi drop outs when watching some YouTube on the iPad!

It is very annoying and I am soon to start working from home which would mean constant video calling, which is a worry.

[Lee_R]

Hi @whosagooner thanks for getting back to us.

I am sorry to hear your issue is continuing.  As everything is looking fine from our side.  I am going to see what I can do to get our network team to investigate this.  I just want to confirm we definitely have the correct details.  I am going to send you a private message.

Regards

Lee_R

[whosagooner]

A year on and I am still awaiting a reply from the DM I sent.

I couldn't be bothered to chase both Lee_R and Kath_F as they both ignored my reply, yet I am still having the issues.

Am I meant to start a new post as I am not sure if this will be viewed?