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New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

We have 50 Mbs fibre broadband, Hub 3.0, software version 9.1.1802.613. Son plays Fifa 20 on Xbox and was getting so many latency issues that about 18 months ago we bought a ASUS RT-AC66U_B1 router and connected it to the hub in modem mode. Latency issues solved! Until about a month ago when suddenly the latency issues have come back, but only whilst streaming video at the same time (e.g. Netflix). Nothing at all has changed our end and we were able to stream at the same time as he played Xbox before without issues.

I rang tech support and spent an hour mostly on hold on a poor line but they say all tests their end show everything is normal. I was put through eventually to a manager who repeated the same and suggested I try port forwarding. Well I've done that and it made no difference. I've tried setting QoS on the router to put gaming top priority and streaming bottom - no difference. So now I don't know what to do and it is effectively impossible for us to stream and play Xbox simultaneously.

My BQM looks ok (I did notice that our IP address changed because the one I set up last year has now been reassigned).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/795fc2d7390408af7a433e3885dfe7afc1... 

(As a test I was streaming a movie between 3 and 4.45 at which time I stopped and son resumed Xbox gaming - above graph is typical since then)

Downstream log:

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

13227500001.938256 qam24
21867500000.737256 qam7
31947500000.737256 qam8
42027500000.938256 qam9
5210750000137256 qam10
6218750000138256 qam11
7226750000138256 qam12
82347500001.238256 qam13
9242750000138256 qam14
10250750000138256 qam15
11258750000138256 qam16
122667500001.238256 qam17
13274750000138256 qam18
142827500001.238256 qam19
152907500001.237256 qam20
162987500001.537256 qam21
173067500001.738256 qam22
183147500001.538256 qam23
194027500001.738256 qam25
204107500002.238256 qam26
214187500002.238256 qam27
224267500002.438256 qam28
234347500002.238256 qam29
244427500002.238256 qam30



Downstream bonded channels

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

1Locked38.631145
2Locked37.6170369
3Locked37.6107278
4Locked38.996256
5Locked37.6105192
6Locked38.687238
7Locked38.693223
8Locked38.697235
9Locked38.681300
10Locked38.6131293
11Locked38.991174
12Locked38.671156
13Locked38.659138
14Locked38.656176
15Locked37.654135
16Locked37.663130
17Locked38.959140
18Locked38.65091
19Locked38.64617
20Locked38.62617
21Locked38.66636
22Locked38.6290
23Locked38.6422
24Locked38.6510

 

Upstream log:

Upstream bonded channels

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

1461999914.125512064 qam3
2393999664.075512064 qam4
3603000054.125512064 qam1
4537000834.125512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Thanks,

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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

Hello

Looking at your downstream stats and you have a large amount of Post RS errors, this can be caused by a loose connection, so can you please go around and make sure that all coaxial connections to all VM equipment are fingertights, those errors can be caused by noise ingress caused by a loose connection.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

Ok thanks for the suggestion, I’ll give that a try tomorrow.
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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

So just the coax connection? I checked both ends and it appeared tight, gave it a turn back and forth on the hub side just to be sure. Checked the ethernet connections which was more likely to be a bit loose but I assume that can't be the cause of the Post RS errors? Anyway, rebooted a couple of hours ago, started a Netflix film streaming, all Post RS errors zero at the moment. Real test is when son goes on Xbox this evening 🙂

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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

Hello

Many thanks for coming back to use, do let us know if there any further problems.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

Still getting bad latency unfortunately, this time with no Post RS Errors 😞

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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

So I finally fixed our issue simply by doing a hard reset of the Xbox! I would have tried that earlier but was blind-sided by the fact that performance was absolutely fine unless someone was streaming at the same time. Why that should cause a problem that can be fixed by a hard reset is a mystery.

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Re: New latency issues whilst Netflix streaming with Fifa 20 on Xbox as of a few weeks ago

Cheers for popping back with the update @hugograffiti

 

Glad that the reboot of the XBox managed to get things working for you again. 

 

Thanks again - you know where we are if you need anything further. 

 

 

Katie - Forum Team


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