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Message 1 of 11
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Massive spikes and ping issues

Screenshot_2654.pngTried a BQM thing but then realised I have no idea what to do with it, been like this for 4 months now and its making my games unplayable.
Already called customer services and they sent someone down to swap the router but nothing has changed at all.

On a side note can I cancel my contract if this carries on. You would think that a stable connection is a given at least.

Edit: Thanks in advance!

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Message 2 of 11
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Re: Massive spikes and ping issues

Looks like a noisy connection, and possibly over-utilisation.

Post the hub's status data - connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, and if you can post that as text not screenshots it will help.  You'll get an error message when you post the Network log, just click on "post" a second time.  This'll enable us to check for power and obvious noise issues.  If you're using a Hub 4 then you need to login and find the status data within the menus as the Check router status link doesn't work. 

The BQM may show an over-utilisation pattern - you see how it's very poor during normal waking hours, and then much less bad from about half past midnight to 9 am? Suggests that the network and your hub are working better when there isn't too much traffic. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. And sadly VM won't ever admit the truth, so there will be a fault reference and a "fix date", but there's no way of knowing if that fix date is actually backed by an actual plan of action and programme of works. Quite often it seem not, and as the fix date approaches it is simply moved a month or two ahead.

There is a little glimmer of hope, that as and when your area is upgraded to DOCSIS 3.1, and sufficient customers are using the Hub 4, then that ought to improve matters, but this could be months, even a year or so.  Simply having a Hub 4 on its own won't improve matters, and although VM aren't saying so, I suspect that even after D3.1 is active, a significant proportion of customers on an over-utilised segment would have to be using the Hub 4 before the benefits start to appear.

Your options if this is over-utilisation:

1) Sit it out, and hope that either the excess traffic is Covid related and will eventually return to normal, or that VM do carry out improvement works, or that they get D3.1 live and that this tactic does work, although impacts may not be instant, and some areas may still be over-utilised. 

2) Get yourself a new ISP. If you're in a fixed term contract you'll probably have to use the VM complaints process (and arbitration at CISAS if need be) to try and be released from contract without penalty.

However, post the status data first - in some cases a noisy line exacerbates traffic issues, and we don't have the evidence to be conclusive on the over-utilisation issue.

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Message 3 of 11
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Re: Massive spikes and ping issues

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

11950000007.137256 qam8
21390000007.538256 qam1
31470000007.838256 qam2
41550000007.638256 qam3
51630000007.638256 qam4
61710000007.438256 qam5
71790000007.438256 qam6
81870000007.338256 qam7
9203000000738256 qam9
102110000006.638256 qam10
112190000006.538256 qam11
12227000000638256 qam12
132350000005.138256 qam13
142430000004.838256 qam14
152510000005.538256 qam15
16259000000638256 qam16
172670000006.538256 qam17
182750000006.838256 qam18
192830000006.838256 qam19
202910000006.938256 qam20
212990000007.338256 qam21
223070000007.138256 qam22
233150000007.138256 qam23
243230000007.638256 qam24



Downstream bonded channels

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

1Locked37.3-126252139897
2Locked38.611130
3Locked38.611670
4Locked38.913490
5Locked38.913615
6Locked38.611890
7Locked38.99430
8Locked38.98840
9Locked38.68540
10Locked38.98542
11Locked38.98592
12Locked38.686416
13Locked38.686540
14Locked38.687316
15Locked38.986834
16Locked38.690534
17Locked38.9499364
18Locked38.91055108
19Locked38.66268148
20Locked38.6736121
21Locked38.9663194
22Locked38.9579286
23Locked38.9576290
24Locked38.6688166
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Message 4 of 11
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Re: Massive spikes and ping issues

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

16030014141.7512064 qam1
23940000039.3512064 qam4
34620004140.3512064 qam3
45370008041.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0010
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Message 5 of 11
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Re: Massive spikes and ping issues

12/11/2020 15:12:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:57:27criticalReceived 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;
12/11/2020 11:56:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:56:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:56:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:56:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:55:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 03:32:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 15:43:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 15:43:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:58:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:55:16noticeSW download Successful - Via NMS
06/11/2020 03:53:25noticeSW Download INIT - Via NMS
04/11/2020 15:29:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 03:29:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 03:29:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 10:46:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 02:45:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 02:45:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 15:46:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 11
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Re: Massive spikes and ping issues

Thank you for your response, really appreciate it. If this is a noise issue could I sort it out myself or would it be better calling them again and let them do their thing?

 

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Message 7 of 11
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Re: Massive spikes and ping issues

High uncorrected (post-RS) error counts on your primary channel (and "negative errors" for the pre-RS errors - is it really showing that?) as well as T3 errors cropping up on the upstream.  All you can do is check the coax connections to the hub (actually remove and refit the cable, tighten the securing nuts only with your fingers), reboot the hub, see if that helps, and if not, last chance saloon is doing a pinhole reset using the hole on the back of the hub.  You'll need to use the admin password and the wifi password printed on the bottom of the hub when you've done that.

Give those a go, see what happens.  If none of that helps, I can escalate to the forum staff to advise on next steps, they're a helpful brigade, and that avoids the joys of VM's telephone service. They can get a technician booked, and the tech staff are usually able to resolve noise problems fairly easily.

But if my suspicions about over-utilisation are also correct, then even if the noise problem is found and fixed, that may well continue for some or even many months, regardless of any promised fix date.  You'll be able to tell if a utilisation problem remains because you'll still have most of the latency problems, and across daytime hours the BQM will continue to look like the modern Manhattan skyline as painted by a French impressionist (Monet, looking at your BQM).

 

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Message 8 of 11
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Re: Massive spikes and ping issues

Aye, did a copy and paste and thats what showed up. I remember the engineer that came over said that he changed the coax box too while he was at it. I'll try and tighten the cables and reset the router once I get home.

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Message 9 of 11
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Re: Massive spikes and ping issues

I gave it a try last night and idk if its just me but whenever playing normal fps games instead of the odd second or two its now disconnecting for at least 5 seconds or longer. 
Also ive been using ping -t to 8.8.8.8, whenever I get a latency or just no connection at all it used to say request timed out but now its a mix of that and general failure. This is getting really frustrating now.

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Message 10 of 11
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Re: Massive spikes and ping issues

Just an update, got a letter this afternoon from Virgin saying that they have tried to contact me and I have not responded after making a complaint. No missed calls on my phone and no emails regarding this other than one just saying we will be in touch soon.

What a joke.

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