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Lost of connection and serious ping spikes.

Hello,

Another post about high latency and ping spikes. Recently ( a couple of months now) our connection has been terrible. On games and online my ping is so erratic its unplayable i will disconnect randomly, It happens on many of my devices, Even the Tivo box will go dead for a few seconds on live tv. The router will restart itself. 

My mum called a few weeks ago about our box that's connected to our outside wall that contains two cables that go inside the house, it cracked and came away from the wall, the box is from when telewest were around. She spoke to a lady on the phone, that explained there was a fault in my area and they would send someone that was working in the area to come have a look at it for us but we have heard/seen nothing since. We did have a engineer come at the start of the year i think it was to fix our phone line as the phone line went dead completely. 

I'm not entirely sure when the connection issues started I know it started before Covid happened and has got worse since, i will upload my router logs.

Many thanks, 
 Dan

 

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Re: Lost of connection and serious ping spikes.

Downstream bonded channels

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

12990000001.440256 qam21
21390000001.740256 qam1
31470000001.540256 qam2
41550000001.740256 qam3
51630000001.540256 qam4
61710000001.740256 qam5
71790000001.740256 qam6
81870000001.540256 qam7
91950000001.540256 qam8
102030000001.440256 qam9
112110000001.440256 qam10
122190000001.240256 qam11
132270000000.740256 qam12
142350000000.240256 qam13
15243000000-140256 qam14
16251000000040256 qam15
172590000000.740256 qam16
182670000000.740256 qam17
192750000000.740256 qam18
202830000001.240256 qam19
21291000000140256 qam20
223070000001.940256 qam22
23315000000240256 qam23
24323000000240256 qam24



Downstream bonded channels

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

1Locked40.3100
2Locked40.980
3Locked40.3200
4Locked40.9460
5Locked40.980
6Locked40.9210
7Locked40.3290
8Locked40.9200
9Locked40.9210
10Locked40.380
11Locked40.970
12Locked40.9120
13Locked40.360
14Locked40.370
15Locked40.3150
16Locked40.3260
17Locked40.390
18Locked40.3130
19Locked40.990
20Locked40.340
21Locked40.3100
22Locked40.9180
23Locked40.3230
24Locked40.960

 

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Re: Lost of connection and serious ping spikes.

Upstream bonded channels

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

1603000344.2512064 qam1
2394000264512064 qam4
3462000194.05512064 qam3
4537000024.2512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Lost of connection and serious ping spikes.

22/05/2020 13:44:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 17:47:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 16:41:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 13:42:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:34:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:34:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:33:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:33:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:30:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:30:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:29:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:27:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 09:22:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 7
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Re: Lost of connection and serious ping spikes.

Hi Danielgg92,

 

Sorry to hear about your broadband issues. I've had a look at your network details and cannot find any problems with it. Can I ask how you're connecting your devices? Are they via WiFi or wired connection? 

 

Also when the Hub restarts itself, what do the Hub lights show and how frequent does it happen? Please give us more information so we can help.

 

Thanks,

 

Lisa

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Re: Lost of connection and serious ping spikes.

Hi Lisa,

My pc that I game on is connected directly to the hub by ethernet and there are various decides connected by WiFi. There is no loss of speed on the wired pc or other WiFi devices.

So far to eliminate hardware issues on my side I have:

• used a different ethernet cable
• factory reset the router
• put the hub in modem mode and connected a 3rd party router with no improvements.
• made sure windows is fully up to date and the drivers for my network card are up to date.
• the ping is erratic in all games so is not a game server issue.

As stated in my first post, this has been a fairly recent issue and I have had no issues previously with exactly the same hardware setup. It would appear to be a problem on virgin's side as the ping is even more and erratic and unstable in the evening, when there would be high numbers of people online.


The hub hasn't restarted for a while now but it would normally act like it was just turned off and on again with the normal load up.

Thanks

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Re: Lost of connection and serious ping spikes.

Hey Danielgg92,

 

I have looked into your account and can see that there is a congestion issue in your area that was discovered on 28th May and the estimated fix time for this is 2nd June @10am.

 

The fault would explain the issues that you've been having with ping spikes and lost connections, you may also see intermittent issues at the moment along with your BB issues:  Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this for you.

 

 

Regards

Steven_L

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