Latency

[MDurham]

Recently, we have noticed a lot of 'lag' in games, and so created a broadband monitor to try and ascertain what's going on:-

It would appear from the monitor results that the average latency is 22-23ms with huge spikes throughout, surely this cannot be right?

[jpeg1]

A BQM like this usually indicates a high degree of contention on VM's local network and unfortunately there is little you can do about this. 

But it would be helpful if you could copy the Hub data here so that we can see if there is anything obviously wrong with your individual connection. Post it as text data, not as screen shots. 

[MDurham]

Thanks for your input jpeg, do you just need to see the connection stats below?

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 203000000 Locked
Ranged Upstream Channel (Hz) 60300000 Locked
Provisioning State Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5.5 40 256 qam 9
2 211000000 5.5 38 256 qam 10
3 219000000 5.6 40 256 qam 11
4 227000000 5.5 40 256 qam 12
5 235000000 5.3 40 256 qam 13
6 243000000 5 40 256 qam 14
7 251000000 4.8 40 256 qam 15
8 259000000 4.5 40 256 qam 16
9 267000000 4.5 40 256 qam 17
10 275000000 4.5 40 256 qam 18
11 283000000 4.3 40 256 qam 19
12 291000000 4.5 40 256 qam 20
13 299000000 4.4 38 256 qam 21
14 307000000 4.1 40 256 qam 22
15 315000000 4 40 256 qam 23
16 323000000 4.5 40 256 qam 24
17 331000000 4.6 38 256 qam 25
18 339000000 4.6 38 256 qam 26
19 347000000 4.5 38 256 qam 27
20 355000000 5 40 256 qam 28
21 363000000 4.9 40 256 qam 29
22 371000000 4.9 40 256 qam 30
23 379000000 4.9 38 256 qam 31
24 387000000 4.8 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 31 0
2 Locked 38.9 33 0
3 Locked 40.9 33 0
4 Locked 40.3 35 0
5 Locked 40.9 47 0
6 Locked 40.3 65 0
7 Locked 40.3 62 0
8 Locked 40.3 68 0
9 Locked 40.3 57 0
10 Locked 40.3 73 0
11 Locked 40.3 53 0
12 Locked 40.9 93 0
13 Locked 38.9 58 0
14 Locked 40.3 102 0
15 Locked 40.3 126 0
16 Locked 40.3 97 0
17 Locked 38.9 89 0
18 Locked 38.9 94 0
19 Locked 38.9 88 0
20 Locked 40.3 90 0
21 Locked 40.9 80 0
22 Locked 40.3 72 0
23 Locked 38.9 94 0
24 Locked 40.3 64 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 34.5 5120 64 qam 6
2 23600000 35 5120 64 qam 12
3 53700000 34.5 5120 64 qam 7
4 39400000 34.8 5120 64 qam 9
5 46200000 34.5 5120 64 qam 8
6 32600000 35 5120 64 qam 10

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 1 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
6 ATDMA 0 0 1 0

General Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow
SFID 57682
Max Traffic Rate 287500061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 57681
Max Traffic Rate 27500061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

[jpeg1]

There's nothing very unhealthy there. A couple of T3 Timeouts but nothing to suggest that anything on your side of the Hub is causing your problems. This looks to me that VM has connected too many customers locally and they are heavily using their connections perhaps upstreaming. 

Let's see what others say. 

[MDurham]

Thanks again for your feedback Jpeg.

I sincerely hope that something can be done otherwise we will have to change providers, it was unplayable at times last night 😞

[MDurham]

What does one need to do around here to get some sort of response or even acknowledgement of the issue from VM staff?

[Adduxi]

This is a Community based forum and not a direct line to VM as such.  It can take a few days for a VM Mod to pick up new threads.  Bumping threads just puts you to the bottom as the Mods read them from the oldest first.  They will get to you soon I's sure.

[MDurham]

Cheers Adduxi, I appreciate your input however, as I'm sure you can appreciate it's incredibly frustrating and disappointing to be paying for a service that at present is not fit for purpose.

Ordinarily, I would just contact customer services, but I know from past experience with VM that will get me nowhere so this is currently my only option.

Fingers crossed VM staff notice this before I completely run out of patience and ditch the service.

[John_GS]

Hi @MDurham 

Thanks for posting and welcome to the community. Sorry to hear of the issues with the latency. There's no area issues or outages that are currently showing. Your latency is showing as fine currently, though I note the other day it did spike.

I've ran a further check and all your levels are in spec, no issues with SNR (signal to noise ratio) or congestion.

I hope everything is sorted for you but if not, check this article - https://www.virginmedia.com/blog/gaming/how-to-reduce-lag hopefully it helps further.

[Cardiffman282]

Except that the BQM posted earlier is indicative of local congestion as per jpeg1.

MDurham - posting a link to your live BQM might further support the VM forum team here.