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Latency issues

Hi All, hope we are managing in this difficult time.

I've been a VM media customer since Febuary 2019 and on the package with Hub 3. I've had no issues up until about 1 month a go when started noticing spikes in latency issues and the Hub 3 would continuely update/disconnect. Done abit of reading around the matter with the Puma chipset causing problems in the Hub 3. A range of people have said the hotfixes have resolved this and others stating run in modem mode with ethernet connection to sovle.

Software version 9.1.1811.401

I keep having spikes in latency from 16-160-20-200-15. Every 5-15seconds.

I have tried turning the hub 3 off/on. Factory reset to allow updates.

I have tried both WiFi and Cable connections with the same problem. 

I have tried modem mode with same problem

I've checked status in area with NO reported problems.


Reading through my downstream reports i'd noticed my power levels are -7. These results were done approximately 30mins after a factory reset.

Downstream bonded channels

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

1434750000-6.538256 qam29
2194750000-6.438256 qam8
3202750000-6.538256 qam9
4210750000-6.538256 qam10
5218750000-6.738256 qam11
6226750000-738256 qam12
7234750000-7.238256 qam13
8242750000-7.238256 qam14
9250750000-7.238256 qam15
10258750000-7.238256 qam16
11266750000-738256 qam17
12274750000-738256 qam18
13282750000-7.238256 qam19
14290750000-7.238256 qam20
15298750000-738256 qam21
16306750000-6.738256 qam22
17314750000-6.538256 qam23
18322750000-6.438256 qam24
19402750000-640256 qam25
20410750000-5.938256 qam26
21418750000-638256 qam27
22426750000-638256 qam28
23442750000-838256 qam30
24450750000-838256 qam31

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

Network Log

Time Priority Description

31/03/2020 17:16:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 17:05:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 15:07:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:56:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 01:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 09:38:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 22:54:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 22:54:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 05:17:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 05:17:7criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 04:43:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 04:43:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 21:46:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 19:27:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 15:52:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 15:52:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 09:51:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 09:42:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 19:58:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


People have obviously advised to turn the Hub 3 into a Modem and connected a 3rd party router. But obviously due to have to the same issue connecting just in modem mode via wired i'd rather check if its not a line/service issue before shelling out for a 3rd party box.

Many Thanks

Matt

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Message 2 of 10
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Re: Latency issues

Hi Matt,

So sorry to hear about the issues your having.

Your downstream levels are what the issue is. They are too low, our signal levels should be between -6 to +10.

Is the cable directly screwed to the hub or does there look to be a rectangular / cylindrical type connector in between often labelled attenuator?

Thanks,

Jason


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Message 3 of 10
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Re: Latency issues

Hi Jason,

Thanks for the prompt response. Ye I've got an wideband attenuator 6 dB bandwidth 5 -1006 MHz. 

Obviously with demands in the area is it just a case that power levels from the box need measuring and a lower attenuator fitted? 

If it's a case of simple maths, take the 6dB off to raise levels by 6 to the mean values you've given. Run another test and see then im happy to do it.

Thanks Matt

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Re: Latency issues

Hi Matt,

Yeah just remove the attenuator and it will take your downstream to between 0 and -1 which means your modem will come back into specification.

This may have been added before we updated the amps in our cabinets on the streets (green / grey cabinets). With the new amps all signal levels are stronger now.

That will rectify any issues with the hub.

Thanks,

Jason


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Message 5 of 10
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Re: Latency issues

Hi Jason. Keep us posted on how the performance is after taking off the antenuator. Also make sure all connections are tight. 


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Re: Latency issues

Hi Guys,

So i've taken off the attenuator and reconnected. It seems to have resolved the issues of the Hub restarting frequently. However i am still experiencing ping spiking constantly. I'm currenting running a Broadband Monitor through Thinkbroadband as you have advised on other threads and will post data as it shows the spiking well.

Results following Attenuator removal

Downstream bonded channels

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

1226750000-1.538256 qam12
2194750000-0.740256 qam8
3202750000-0.940256 qam9
4210750000-138256 qam10
5218750000-1.240256 qam11
6234750000-1.538256 qam13
7242750000-1.540256 qam14
8250750000-1.738256 qam15
9258750000-1.740256 qam16
10266750000-1.540256 qam17
11274750000-1.240256 qam18
12282750000-1.440256 qam19
13290750000-1.440256 qam20
14298750000-1.240256 qam21
15306750000-0.940256 qam22
16314750000-0.740256 qam23
17322750000-0.540256 qam24
18402750000-0.240256 qam25
19410750000-0.240256 qam26
20418750000-0.440256 qam27
21426750000-0.240256 qam28
22434750000-0.440256 qam29
23442750000-1.440256 qam30
24450750000-3.538256 qam31
Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.950
2Locked40.3210
3Locked40.3190
4Locked38.950
5Locked40.340
6Locked38.970
7Locked40.360
8Locked38.960
9Locked40.300
10Locked40.340
11Locked40.340
12Locked40.350
13Locked40.350
14Locked40.360
15Locked40.3180
16Locked40.3160
17Locked40.9150
18Locked40.300
19Locked40.3120
20Locked40.3140
21Locked40.9120
22Locked40.9120
23Locked40.360
24Locked38.6170

Upstream bonded channels

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

1458000535.1512064 qam1
2537000535.1512064 qam4
3274000005.1512064 qam3
4358000465.1512064 qam2

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Latency issues

Has only been running a couple of hour since i started but showing the ping spiking well with the packet loss. This is occuring without anything strenous running such as online gaming etc. Only gets worse when i do.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ba058eacec4f6f5f7c5ff5c28dbcdba756...

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Re: Latency issues

The downstream is better signal power-wise and the S/N ratio has come up a bit which is all good. But now that you have posted the upstream stats as well, it's obvious that the issue was with those. The power levels on all three channels is at the upper end of what is a reliable connection.

Could be a local area issue, but the most common cause of this is a slightly bad joint somewhere letting in noise (interference). Might be out at the street cabinet end so would need an engineer visit in that case.

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Re: Latency issues

Hi Matt,

With the up-streams being too high it would be better to have a technician to come and take a look a this.

This issue can be down to an old / faulty connector, splitter or even a problem at our cabinet.

Please message us on 07533051809 wishing to book a visit and someone will get back to you to book this in.

Thanks,

Jason


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Re: Latency issues

Thanks you for all the help so far, have messaged and will await return call/message.

Thanks Matt

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