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robbo0
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Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

Hey,

We recently got Virgin Broadband -  Vivid 200 (213mb/s). 

I've done some ping and speed tests and I am not receiving the advertised speed and I am noticing consistent 10ms+ jitter spikes which effects gaming online.

Some results & logs below, tested at 2-2.30am UK time so traffic should be minimal - Does anyone know how I can fix this issue & what to do next, what to say if I ring Virgin Customer Services?

Many thanks in advance,

Rob

Overview:

https://www.thinkbroadband.com/_assets/speedtest/button/1552097793101608855.png

Ping Test:

image.pngPing Test - Jitter from 9ms to 20ms. With a range of 9-27ms consistently with only 25 ping requests.

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robbo0
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

Router Logs:

Cable Modem StatusItem Status Comment

Acquired Downstream Channel (Hz)
410750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14107500001.935256 qam26
21867500000.735256 qam7
31947500000.735256 qam8
42027500000.935256 qam9
5210750000-2.934256 qam10
6218750000-0.734256 qam11
7226750000-1.235256 qam12
8234750000-1.934256 qam13
9242750000-435256 qam14
10250750000-3.234256 qam15
11258750000-3.934256 qam16
12266750000-2.235256 qam17
13274750000-2.434256 qam18
14282750000-0.235256 qam19
15290750000135256 qam20
162987500002.235256 qam21
173067500003.236256 qam22
18314750000335256 qam23
193227500003.536256 qam24
204027500003.436256 qam25
21418750000-1.535256 qam27
22426750000-0.435256 qam28
23434750000136256 qam29
244427500001.237256 qam30

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.71392994
2Locked35677051501
3Locked35.5329792031
4Locked35.5226592903
5Locked34.42679794100
6Locked351126403598
7Locked34.9316053555
8Locked35849093701
9Locked34.9639063991
10Locked34.9500634089
11Locked34.41660994245
12Locked35196542997
13Locked34.9372532823
14Locked35.798973212
15Locked35.728612266
16Locked35.770291504
17Locked36.31040974
18Locked35.51176760
19Locked36.3600846
20Locked36.3383537
21Locked35.749772060
22Locked35.726101633
23Locked36.39121301
24Locked37.34961513

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000004.375512064 qam12
2462000244.625512064 qam11
3537000214.525512064 qam10
4603000024.525512064 qam9
 
Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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robbo0
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
gvca69834ncxv9873254k;fg87dsfd

 

Primary Downstream Service Flow

SFID20005
Max Traffic Rate230000000
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID20004
Max Traffic Rate12700000
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

01/03/2019 10:57:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:57:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:58:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2019 10:58:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2019 00:02:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2019 10:26:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 02:50:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 08:12:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 11:51:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 13:39:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 15:28:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 15:28:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/03/2019 18:40:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2019 14:05:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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RedGooner
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

 

How you doing your testing ??

Wired or Wireless ??

If Wired is your Network card set to 100MB or 1GB (1000MB) ??

If Wireless 2.4GHz or 5GHz range ??

SH3 in Router Mode or Modem Mode ??

Have you tried different speed test websites ??

 

I am on the VM350 and get full speed all the time.

8099188044

--
Red (VM SH2 AC Beta tester)
Running on 350Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk.
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robbo0
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

Thanks for the response, answers below:

1. Testing through a top range 2GB Ethernet Powerline Adapter.

2. Wired

3. 2GB

4. Wireless bands are split (not testing via wireless)

5. Router mode

6. Many sites used to test

I've sinced used my laptop directly into the router, which actually tested okay. So I think it must be the power line approach, buy my room is in the attic so I have no choice.

Any ideas how to improve?

Many thanks,

Rob

Virgin Home Broadband 250mb

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jpeg1
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

There are a lot of RS errors on the incoming broadband. What was the 'okay' speed you found when you connected a laptop to the hub?

You will likely lose some speed on even a fast powerline connector over a long circuit.

 

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robbo0
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

Can't remember the exact figure but it was 200mb+, so pretty much as advertised. There was still some jitter on ping tests but much less severe and generally a reduced ping.

Is there anything I / Virgin can do to resolve the RS errors, what will be the impact of these errors?

Thanks,

Rob

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Joseph90
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)

With regards to your jitter probpem, nothing can be done about this, virgin are well known to have high jitter on their network

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jpeg1
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Re: Not Receiving Advertised Speed & Experiencing Jitter - Please Help (Logs Posted)


@robbo0 wrote:

Can't remember the exact figure but it was 200mb+, so pretty much as advertised. There was still some jitter on ping tests but much less severe and generally a reduced ping.

Is there anything I / Virgin can do to resolve the RS errors, what will be the impact of these errors?

Thanks,

Rob


So the jitter and ping are being made worse by the powerline. I'm not really surprised because the power mains is a very dirty medium to carry data.

The RS errors are a different matter because that noise comes in on the VM side of the Hub. Those errors may have been building for some time. Do a modem reset and see if they reappear rapidly.  Check that the coax connections are screwed tight because a loose connection can introduce noise.

 

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