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Rosseady
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Lag spikes bigger than everest!

Having read a few posts on here I'm suffering with the same incredibly poor Internet whenever I try to use my playstation/switch.

My ps4 is on a wired connection and shows speeds of sometimes >1mpbs. A long way from the upto 200mpbs advertised. My ling also ranges between 50-100 on a good day and earlier today is got to the dizzying heights of 500+. This is hugely frustrating, but of course trying to get through to speak to anyone is more difficult than finding a hens tooth!

I've signed upto get a bdq test and wondered how best to use this. Do I leave it for a few days and it constantly monitors the performance, or have I misunderstood what it does.

Over utilisation seems a common occurrence and has me thinking that surely virgin have to be pulled up on this by the regulators? Seems like they're over promising to consumers and massively underproducing! 

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conman33158
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Re: Lag spikes bigger than everest!

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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-Matt-
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Re: Lag spikes bigger than everest!

If you are looking for a ping spike bigger than Everest, here is one... (Snapped from the in game monitor in Warzone). It actually maxed out at 999ms!

20210210_234209.jpg

Rosseady
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Re: Lag spikes bigger than everest!

Hi Conman

Thanks for your reply

Downstream: 

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

14270000003.736256 qam37
22670000004.936256 qam17
32750000004.837256 qam18
42830000005.137256 qam19
52910000005.537256 qam20
6299000000636256 qam21
73070000006.537256 qam22
8315000000737256 qam23
93230000006.836256 qam24
103310000006.336256 qam25
113390000005.536256 qam26
123470000004.836256 qam27
133550000004.336256 qam28
143630000003.936256 qam29
153710000004.536256 qam30
163790000004.836256 qam31
173870000005.436256 qam32
183950000005.336256 qam33
194030000005.437256 qam34
20411000000536256 qam35
214190000004.436256 qam36
22435000000336256 qam38
23443000000336256 qam39
24451000000437256 qam40

Downstream bonded channels

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

1Locked36.6211058835145676
2Locked36.621700692728138
3Locked37.39209100426636
4Locked37.39245413825332
5Locked37.39243005424646
6Locked36.67508091623982
7Locked37.362420054146733
8Locked37.351668645144827
9Locked36.656466841146173
10Locked36.656953022146920
11Locked36.67473715830672
12Locked36.385855789134572
13Locked36.610664964432861
14Locked36.6132918191127029
15Locked36.6103540180139148
16Locked36.3109103274135085
17Locked36.689105242152046
18Locked36.6113197628144778
19Locked37.3127982100145636
20Locked36.3165811823145116
21Locked36.3198245972126782
22Locked36.6205764455146407
23Locked36.6163987294147312
24Locked37.313266955067001

upstream: 

Upstream bonded channels

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

13940000043.8512064 qam4
24620000044.3512064 qam3
35370000047.3512064 qam2
46030000043.8512064 qam1

 

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Rosseady
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Re: Lag spikes bigger than everest!

Couldn't fit it all in one reply:

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0090
2ATDMA00110
3ATDMA00170
4ATDMA00170

Configuration: 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;kfoA,.



Primary Downstream Service Flow

SFID13162
Max Traffic Rate230000000
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID13161
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 Network Log

Time Priority Description

10/02/2021 16:33:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 04:18:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:21:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 06:52:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 06:52:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 20:59:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 19:06:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 18:52:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 18:52:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 18:23:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 05:44:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 22:24:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 19:44:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 17:36:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 17:36:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 17:36:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 17:05:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 05:17:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 12:20:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 01:24:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/463cc2f0466988ce9d3d62bdae44a5477703b33f

 

Thanks for your response!

Ross 

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conman33158
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Re: Lag spikes bigger than everest!

Your router stats looks fine apart from a lot of Post RS errors but your BQM shows obvious over utilisation which is never a good sign. I'm guessing this is where your problem is coming from as you can clearly see in the quiet hours things are fine but at peak times it starts. You can ring Virgin about this with maybe a fix date for the future but to be honest I wouldn’t hold my breath as they have a tendency to apply fix dates only to keep moving them forward and then ending up with nothing being done for months/years. Maybe when the whole pandemic thing ends things will get back to normal with less load on the system or if Virgin expand that part of the network. Whichever comes first I guess 😞

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
Rosseady
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Re: Lag spikes bigger than everest!

Thanks for the reply. As frustrating as it is I wonder if anyone from virgin will respond to the post? I'm not.holding my breathe though! I think I need to raise a complaint about this issue as its clear to show I'm not thr only person suffering this terrible service from virgin. No doubt they will fob it off and I'll have to take it to the communications ombudsman! I wait with baited breathe as to whether they respond!

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Ryan_N
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Re: Lag spikes bigger than everest!

Hi Rosseady, 

 

Thank you for your post and welcome to the forums. 

 

I am sorry to see of the issues you've been having and thank you for uploading the information and I also apologise for the delay in response. I have taken a look at your account from your forums details, there is high utilisation in your area that is affecting your account - the reference to this is; F008733864 and the ETA fixed time is; 05 MAR 2021 10:00AM. I appreciate that in the best of times this isn't convenient so I apologise again and hope the team get this resolved asap. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Rosseady
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Re: Lag spikes bigger than everest!

Hi Ryan

Whilst i appreciate you replying, it's incredibly frustrating when the Internet has a mind of it's own, and the service provided is well below expected. Can I please make a formal complaint, or can you direct me how to do so.

Thanks

Ross

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Andrew-G
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Re: Lag spikes bigger than everest!

There's a web form for complaints, but you need to log in to "My Virgin media" to access it. 

But what do you hope will be achieved? 

Covid and lockdown weren't VM's choices, and the unfortunate problem of lockdown is that all the behavioural change saturates the upstream capacity that is available.  VM can't fix that - part of the problem is locked into technical standards and it would take about five years to adopt and apply different ones, part is down to commercial decisions about contention ratios for bandwidth, and fixing those would cost many tens of millions of pounds (even hundreds of millions) and take about a year to plan and three to complete delivery across the network.  If there were a short term solution they'd have seized it with both hands.

Having said that it isn't their fault, and they can't change it, that doesn't quite get VM off the hook.  I could be wrong, but based on years of loitering in these forums I instinctively disbelieve any Virgin Media over-utilisation fix date, which slip so readily that one can only assume they must be printed out using water based ink onto a sheet of hot, greasy Teflon held in front of a fire hose.  This is made worse because the company have been miserably unforthcoming about the lockdown problems that are affecting many users (not all, my connection's dandy, thank you for asking).

In terms of regulatory action.. you jest, good sir!  Ofcom are the most ineffectual regulator in the developed world, and have time and time again flunked every opportunity to improve customer service in telecoms.  If every employee of Ofcom were slowly and lovingly drowned in a vat of cold, uncooked slaughterhouse offal, nobody would notice*.

So, where do you go from here?  You can sit it out until the bunglers of government get us out of lockdown.  A complaint (and escalation to CISAS if needed) might get you some compo, although that's not what you want.  Done with sufficient logical vigour it could even get you released from any fixed term contract without penalty.   And if you fly VM's high priced coop, what then?  Openreach are rather better at over-utilisation (contention) management, and VDSL is inherently smoother for latency than DOCSIS, but against that you've got any install lead times, and for most people slower downloads.  That does work for some people, it doesn't suit all.

Sorry to say, there are no good outcomes here.

* Mods: I am allowed to say that, aren't I?

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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