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isaacie
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Message 1 of 15
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Latency and Packet Loss issues

Hi 

For the past few months my 200mb connection has been unusable for gaming during parts of the day due to massive spikes in ping and bursts of packet loss. My console is wired directly into the router. Can someone take a look as trying the online "diagnostics" option just tells me it busy in my area. 

I have a BQM running and can be seen here 

BQM 

Thanks

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Adduxi
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Message 2 of 15
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Re: Latency and Packet Loss issues

Your BQM shows classic over utilisation in the area.

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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Andrew-G
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Message 3 of 15
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Re: Latency and Packet Loss issues

Looks like "over-utilisation", and maybe a side order of noise.  A search of the forum for over-utilisation will explain what that means, and it's not good news, I'm afraid.

If you post the hub's status data for downstream, upstream and network log (as text, not screenshots) we can see if there's evidence of noise or power fault.  Those faults can be fixed, but over-utilisation isn't something with any quick fix - think many months at best.  

isaacie
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Message 4 of 15
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Re: Latency and Packet Loss issues

Thanks for the replies, its been this way for over 6 months now and has been getting progressively worse over the past couple.

I will post the logs below

 

Downstream bonded channels

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

14270000004.840256 qam37
23310000005.138256 qam25
33390000005.338256 qam26
43470000005.438256 qam27
53550000004.538256 qam28
63630000004.538256 qam29
73710000003.538256 qam30
83790000003.538256 qam31
93870000003.738256 qam32
103950000003.438256 qam33
114030000004.438256 qam34
124110000004.138256 qam35
134190000004.138256 qam36
14435000000440256 qam38
154430000004.440256 qam39
164510000004.540256 qam40
174590000004.540256 qam41
18467000000540256 qam42
194750000004.340256 qam43
20483000000540256 qam44
214910000005.340256 qam45
224990000004.840256 qam46
235070000005.840256 qam47
24515000000540256 qam48



Downstream bonded channels

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

1Locked40.3680
2Locked38.91110
3Locked38.6590
4Locked38.9850
5Locked38.91230
6Locked38.91980
7Locked38.92920
8Locked38.92310
9Locked38.6387157
10Locked38.63890
11Locked38.9830
12Locked38.61060
13Locked38.91130
14Locked40.31240
15Locked40.3720
16Locked40.9660
17Locked40.3510
18Locked40.9600
19Locked40.31610
20Locked40.3550
21Locked40.31510
22Locked40.3990
23Locked40.3490
24Locked40.32310

 

 
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isaacie
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Re: Latency and Packet Loss issues

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

48.5

5120

64 qam

2

2

39400000

48.5

5120

64 qam

4

3

46200000

48.5

5120

64 qam

3

4

60300000

48.5

5120

64 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

15

0

2

ATDMA

0

0

23

2

3

ATDMA

0

0

17

1

4

ATDMA

0

0

4

0

 

Network Log

Network Log

Time

Priority

Description

15/12/2021 15:56:18

notice

LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

14/12/2021 22:59:58

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

14/12/2021 09:56:54

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

14/12/2021 09:56:54

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

10/12/2021 23:54:8

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

10/12/2021 21:56:54

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

10/12/2021 21:56:54

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=b;CM-QOS=1.1;CM-VER=3.0;

08/12/2021 14:27:40

critical

No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:56:54

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:56:54

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:28:32

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:28:2

Warning!

TCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:28:2

Warning!

Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:25:55

critical

No Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:25:12

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:23:11

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:21:41

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:21:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

07/12/2021 09:21:34

Warning!

Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

06/12/2021 11:58:9

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

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Andrew-G
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Message 6 of 15
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Re: Latency and Packet Loss issues

The downstream error count indicates there's at most a week or so's run time, possibly quite a lot less, and in that time there's too many post-RS (uncorrectable) errors on channel 9.  As that's a single specific frequency it usually means external radio signal ingress to the coax network through a poor joint or faulty cable.  The upstream is worse, with far too many T3 and T4 timeouts.

I'll flag this for the forum staff to take a look and advise, they may need to book a technician to fix the connection.  That should improve the BQM, but by how much only time will tell.

isaacie
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Message 7 of 15
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Re: Latency and Packet Loss issues

Thanks so much for taking a look. 

Looking back through the BQM graphs it looks like the connection completely dropped out on the 7th which i guess could be the short run time? 

Screenshot 2021-12-15 170303.png

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Ashleigh_C
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Message 8 of 15
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Re: Latency and Packet Loss issues

Hi @isaccie

 

Thank you so much for your post and I am so sorry to hear that this has happened! 

 

Also a big thank you to our community members for their help and advise here. 

 

I have checked your account and I can see that there is an outage in your area at the moment that could be affecting your services. 

 

The estimated fix time for this unfortunately not until December 28th at 12pm. I'm so sorry this is a while a way but it does mean we will be working to resolve connection issues in your area now.

 

Are you able to let us know how things are looking after this fix date? 

 

Thank you.

Ash_C
Forum Team



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isaacie
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Message 9 of 15
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Re: Latency and Packet Loss issues

Hi 

Thanks for your reply.

Like I posted above this has been an issue for over 6 months so i'm unsure that a current outage is the issue however I am willing to wait until the 28th to see if the issue gets resolved.

 

 

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Andrew-G
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Message 10 of 15
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Re: Latency and Packet Loss issues

Given that the problem has been going on for so long, that suggests that rather than an "outage" it is fact over-utilisation, and if that's the case then the fix date has been plucked from somebody's backside and could be met but is singularly unlikely to be.  If the latest data is missed, or even if you've now had enough of promises that mean nothing, would you want to switch ISP?

I ask because there's steps you can take to ensure that if you're in contract you will be released without early exit fees, and you might want to get your ducks in a row now.  And you might want to consider whether you want compensation if you've been messed around for six months - again there's a process for getting that.