Menu
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
285 Views
Message 1 of 19
Flag for a moderator

Latency, Ping and Disconnects

So, this isn't my first time posting here, if you check my previous posts you'll see I made a post listing basically these same issues about a month ago. 

I'm kind of at a loss on what to do with these problems now. Daily I suffer from intermittent connection so bad that I struggle to watch videos without them pausing to buffer whilst the internet drops and reconnects. Gaming is impossible. I rubber band, I can't stay connected to the internet for more than 10 or 15 minutes at a time, it really is ridiculous.

I've been using a BQM since I realised they existed, and clearly whenever there is a ping and packet loss spike, the internet drops. With regards to the previous post, it was noted that I had low downstream levels, and so I got a brand new SH3 and an engineer came out to fit a new attenuator. 

As far as I know, all of my parameters are fine. At this stage I can only guess at what is causing it, but whatever it is, Virgin Media do not seem to know and do not seem to want to do anything about it. I'm posting my numbers and BQM here as one last attempt to figure out what the issue might be and to fix it, as I really don't want to go through the hassle of changing providers losing the speeds, but at this stage I'm better off using my phone 4G than the inconsistent and very expensive broadband I'm currently paying for.

Here are the screenshots of every day of the BQM since I got the new attenuator fitted and changed to the new SH3 (literally as I was making the imgur link my internet dropped and It failed to upload):

28th July https://imgur.com/aCsuTsa

29th July https://imgur.com/Vpvtdxf

30th July https://imgur.com/X8mRO2v

31st July https://imgur.com/knYa0K0

1st August https://imgur.com/OuLPsrM

2nd August https://imgur.com/nF8fnaN

3rd August https://imgur.com/V4Avb2Z

4th August https://imgur.com/a8KUsab

5th August https://imgur.com/2IQsHJp

6th August https://imgur.com/YNwK1Gc

7th August https://imgur.com/PaSt8KH

8th August https://imgur.com/hZAKSnK

9th August https://imgur.com/QiwHVyV

10th August https://imgur.com/H6V4d7O

This is representative of the past 2 or 3 months of my internet, and clearly over the past couple of days it has been getting worse. I know there are no works going on in my area. The last engineer also told me I am less than 50m away from the box outside. I will post my levels below this, but at this stage I have to conclude that it is nothing to do with anything in my property.

0 Kudos
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
283 Views
Message 2 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

Downstream bonded channels

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

14830000004.440256 qam30
21870000002.538256 qam7
31950000002.540256 qam8
42030000002.538256 qam9
52110000002.538256 qam10
62190000002.538256 qam11
72270000002.238256 qam12
82350000002.238256 qam13
92430000002.238256 qam14
102510000001.738256 qam15
112590000001.238256 qam16
12267000000238256 qam17
13275000000338256 qam18
142830000003.440256 qam19
152910000003.740256 qam20
16299000000438256 qam21
173070000004.140256 qam22
183150000004.540256 qam23
193230000004.640256 qam24
20443000000440256 qam25
21451000000440256 qam26
224590000004.340256 qam27
234670000004.140256 qam28
244750000004.540256 qam29



Downstream bonded channels

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

1Locked40.32937766700
2Locked38.694290162733
3Locked40.390894165188
4Locked38.988603159977
5Locked38.986305157201
6Locked38.984390154151
7Locked38.981658148785
8Locked38.979333150604
9Locked38.677037144345
10Locked38.974740145678
11Locked38.973662136707
12Locked38.969807134654
13Locked38.966945132862
14Locked40.364064125891
15Locked40.361635125366
16Locked38.960318117800
17Locked40.957468115598
18Locked40.354756115303
19Locked40.353643110211
20Locked40.33434072772
21Locked40.33310768721
22Locked40.33201969366
23Locked40.33167568412
24Locked40.33044566355

 

Upstream bonded channels

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

1462001274.15512064 qam3
2537000874.175512064 qam2
3394000354.175512064 qam4
4325999504.075512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
282 Views
Message 3 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

Network Log

Time Priority Description

10/08/2020 14:59:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:59:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:54:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:54:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:31:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:31:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:20:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:19:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:17:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:17:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:15:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:15:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:08:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:08:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:03:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 14:03:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 13:53:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 13:53:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 13:45:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 13:44:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 2.12K
  • 160
  • 287
Dialled in
247 Views
Message 4 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

If it hasn't happened already I'd suggest a HUB replacement to rule out hardware.

It's very odd that removing the attenuator appeared to resolve the problem, yet it soon came back!

What did the engineer say on their visit?

0 Kudos
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
240 Views
Message 5 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

I'm currently on my 3rd HUB, the current one is brand new and was only installed 2 weeks ago give or take.

The engineer said that my power levels were too high because I had taken the -15db attenuator out because they were too low with it on. He fit a new -12db attenuator that he said sorted out all my downstream power levels. He was confident that the numbers looked good when he left, commenting that my levels were very high as I was very close to the box, which is why I needed the attenuator.

Looking at the numbers I can't see anything that jumps out. I'm starting to wonder if it's just a Virgin Media issue as the forums have a lot of posts like this, where gaming and streaming is impossible because of the high ping and packet loss?

 

0 Kudos
Reply
Highlighted
  • 2.12K
  • 160
  • 287
Dialled in
233 Views
Message 6 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

Ok, so hardware ruled out then.

I'd just be persistent with VM as there is clearly an issue with your line, even if it's due to oversubscription which an engineer can't do much about on a home visit.

 

0 Kudos
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
229 Views
Message 7 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

Will they confirm it's oversubscription if I ask them directly? I'm happy to have another engineer out to replace cables etc, but at this point it's just not fit for purpose, I mean the BQM speaks for itself. I'm currently trying to play Warzone with some friends and this is the state of my connection:

VMSI.PNG

Every single latency/packet loss spike disconnects me, sometimes it takes 20 seconds to come back, sometimes up to 2 minutes, but every time I get kicked from the game or the video has to buffer or whatever. I can't even find anyone who shares the same graphs with me.

0 Kudos
Reply
Highlighted
  • 2.12K
  • 160
  • 287
Dialled in
224 Views
Message 8 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

If an area is oversubscribed there would be a service issue logged, along with an estimated fix date.

Only VM can give you that information.

0 Kudos
Reply
Highlighted
  • 33
  • 0
  • 0
Tuning in
220 Views
Message 9 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

And the only way of solving that is if they decide to expand the network or to move providers?

0 Kudos
Reply
Highlighted
  • 2.12K
  • 160
  • 287
Dialled in
216 Views
Message 10 of 19
Flag for a moderator

Re: Latency, Ping and Disconnects

I'm not sure on the technicalities however it involves equipment upgrades/changes.

0 Kudos
Reply