Packet loss and high latency

[Quinnaay]

For around 2 months I’ve had unplayable gameplay due to packet loss and ping spikes.

I’ve had 3 engineers round in a couple of weeks and a router change to potentially cure it and it still has not. It’s totally unacceptable and I’m fed up now.

I’ve been running a BQM the last couple of days please see below 

3.0 Downstream channels

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

25	331000000	2.4	38.6	QAM256	25
32	387000000	1.8	38.6	QAM256	32
33	491000000	0.2	38.6	QAM256	33
34	499000000	0.3	37.6	QAM256	34
35	507000000	0.2	38.6	QAM256	35
36	515000000	0.1	38.6	QAM256	36
6	179000000	4.2	39	QAM256	6
7	187000000	4.3	39	QAM256	7
8	195000000	4.2	39	QAM256	8
9	203000000	4.2	38.6	QAM256	9
10	211000000	4	39	QAM256	10
11	219000000	4.2	39	QAM256	11
12	227000000	4.2	39	QAM256	12
13	235000000	4	39	QAM256	13
14	243000000	4	39	QAM256	14
15	251000000	4	39	QAM256	15
16	259000000	3.6	39	QAM256	16
17	267000000	3.6	39	QAM256	17
18	275000000	3.5	38.6	QAM256	18
19	283000000	3.8	38.6	QAM256	19
20	291000000	4	39	QAM256	20
21	299000000	3.7	39	QAM256	21
22	307000000	3.2	38.6	QAM256	22
23	315000000	2.8	38.6	QAM256	23
24	323000000	2.7	38.6	QAM256	24
26	339000000	2.2	38.6	QAM256	26
27	347000000	2.2	38.6	QAM256	27
28	355000000	2.3	39	QAM256	28
29	363000000	2.2	38.6	QAM256	29
30	371000000	2.2	38.6	QAM256	30
31	379000000	2.1	38.6	QAM256	31

3.0 Downstream channels

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

25	Locked	38.605377	0	0
32	Locked	38.605377	0	0
33	Locked	38.605377	0	0
34	Locked	37.636276	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

392

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

1.3

50801359

0

[Adduxi]

You need to post the Upstream levels as well.  Network log is also missing?

The Downstream looks okay, but the BQM is a tad noisy, and shows some signs of over utilisation during peak evening hours.

[Quinnaay]

Todays graph not in peak hours too

3.0 Upstream channels

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

1	25800000	40	5120 KSym/sec	64QAM	4
2	32600000	40.3	5120 KSym/sec	64QAM	3
3	39400000	41.3	5120 KSym/sec	64QAM	2
4	46200000	42.3	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0

17:17:443Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 01/12/2021 17:19:145MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 01/12/2021 17:31:305DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 02/12/2021 18:38:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 05/12/2021 04:52:434DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sun 05/12/2021 04:52:446DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon 06/12/2021 19:00:073No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 08/12/2021 16:52:444DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 08/12/2021 16:52:446DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 10/12/2021 10:43:015MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri 10/12/2021 10:55:195DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:42:296CM-STATUS message sent. Event Type Code: 2; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:42:315Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:43:083Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:45:195MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:53:503SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:53:545Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat 11/12/2021 13:54:016CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Andrew-G]

I think that the downstream power levels might be showing an amplifier that's been incorrectly setup, with excessive slope.  It's not immediately obvious from the table because (in addition to the continuing failure of many Hub 4s to report pre and post-RS errors) the table isn't ranked in frequency order, as the Hub 3 results are.  As and when the image gets approved you'll see what I mean where I charted your numbers power level versus frequency.

Ideally the power levels should be flattish or sloping gently downwards as frequency rises, but your numbers show what (to my mind) is far too steep a slope and too wide a range from highest to lowest.  Whether that's the root cause of your problems I don't know, but it needs sorting. 

[Corey_C]

Thanks for your post and welcome to the Community Forums, Quinnaay,

Sorry to hear that you have been having connection issues. How has things been since your post?
I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C

[Quinnaay]

 @corey_c

still absolutely tragic and unplayable.

[Kath_F]

Hi Quinnaay, 

Thanks for coming back to us in the Community and apologies to hear things are continuing to look dreadful. 

I can see that you are already in a conversation privately with my colleague regarding this. Due to this, I'm going to leave this with them 🙂

If you have any further issues, please let us know. 

Thanks,