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worir4
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Packet loss and ping spikes causing disconnects in games and voice chat.

I have been having this problem for around a year now. Frequently there will be around 20 seconds or so where my connection seems to just drop or slows down a lot. This causes online games to be disconnected and voice chats to be disrupted.

I can't see any pattern to it happening. Some days it happens very frequently meaning I am unable to use real time online services and games. Other days it might only happen infrequently or not at all.

This is happening on multiple devices both through ethernet and WiFi. I have tried reseting the Super Hub 3 using the pin hole but that didn't fix the problem.

Here is the link to the BQM 

You can see some ping spikes that may be related. However on other days the graph shows packet loss as well as ping spikes.

And here is the information from the Super Hub:

 

 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	2	40	256 qam	25
2	203000000	3.7	40	256 qam	9
3	211000000	3.5	40	256 qam	10
4	219000000	3.7	38	256 qam	11
5	227000000	3.5	38	256 qam	12
6	235000000	3.2	40	256 qam	13
7	243000000	3.2	40	256 qam	14
8	251000000	3.5	40	256 qam	15
9	259000000	3.2	40	256 qam	16
10	267000000	3.2	40	256 qam	17
11	275000000	3.2	40	256 qam	18
12	283000000	3.2	40	256 qam	19
13	291000000	2.7	40	256 qam	20
14	299000000	2.7	40	256 qam	21
15	307000000	2.7	40	256 qam	22
16	315000000	2.5	40	256 qam	23
17	323000000	2.2	40	256 qam	24
18	371000000	1.2	40	256 qam	26
19	379000000	1.2	40	256 qam	27
20	387000000	1	40	256 qam	28
21	395000000	1	40	256 qam	29
22	403000000	1	40	256 qam	30
23	411000000	0.7	40	256 qam	31
24	419000000	0.5	40	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	125	39
2	Locked	40.9	7356	106
3	Locked	40.9	5714	99
4	Locked	38.9	21889	4251
5	Locked	38.6	3771	103
6	Locked	40.3	1951	78
7	Locked	40.3	1067	86
8	Locked	40.3	659	86
9	Locked	40.3	451	78
10	Locked	40.3	267	77
11	Locked	40.3	216	65
12	Locked	40.3	312	73
13	Locked	40.9	233	64
14	Locked	40.3	237	35
15	Locked	40.9	223	54
16	Locked	40.3	191	38
17	Locked	40.3	145	63
18	Locked	40.3	166	40
19	Locked	40.3	283	262
20	Locked	40.9	154	41
21	Locked	40.3	353	76
22	Locked	40.3	178	25
23	Locked	40.9	195	41
24	Locked	40.3	215	45
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	48.8	5120	64 qam	3
2	32600000	50	5120	64 qam	5
3	39400000	49.3	5120	64 qam	4
4	53700000	48.8	5120	64 qam	2


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

 

Network Log

 

Time Priority Description

18/04/2021 22:51:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:02:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 17:02:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 14:49:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 14:48:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 14:48:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 22:36:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 05:33:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 04:22:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 03:37:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 00:46:53noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 00:46:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 23:50:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 00:25:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 18:52:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 18:30:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 13:51:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 10:26:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 07:18:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Packet loss and ping spikes causing disconnects in games and voice chat.

BQM looks like a noise issue.  Downstream power levels are just about OK (range is a tad wide, but should work if there's no other faults), but there's too many post-RS (uncorrected) errors.  Upstream looks similarly OK-ish, but there's a few timeouts showing, and power's right up towards the upper limit, which is often the case with a noisy line.  The network log's rather nasty, with almost daily channel loss events (RCS Partial Service) plus T3 timeout errors.

I suspect if you kept an eye on the stats you'd see the modulation occasionally dropping back from 4 x 64 QAM, even though it wasn't the case when you took this data set.  I'll flag for staff to advise - if it were me, I'd say your experience, plus the BQM and Network log, and the items I've mentioned for downstream and upstream would justify a technician visit, but that's down to the forum staff.  

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Laurie_C
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Re: Packet loss and ping spikes causing disconnects in games and voice chat.

Hi worir4,

 

Thanks for getting in touch and welcome to the Community Forum! I'm sorry to see that you're having some connection issues.

 

I've been able to locate your account using your Forum details, and I can see that you do have some issues with your upstream and downstream levels. I've booked a technician appointment for you so that we can resolve these issues. You can find the details of your appointment on your MyVM page.

 

Please keep us updated on this issue, and let me know if you have any more questions.

 

Kind regards,

Laurie

Laurie_C
Forum Team
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worir4
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Re: Packet loss and ping spikes causing disconnects in games and voice chat.

Thanks for arranging that. I don't see any appointment on the My Virgin Media Page. It says 'Looks like you don't have any open orders'.

 

The email tied to this community account is not the same as my Virgin Media account email so maybe that is why. I will send you a message with the Virgin media email.

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worir4
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Re: Packet loss and ping spikes causing disconnects in games and voice chat.

Hi,

The engineer came last week and had a look. He replaced some old wires. I was hopeful that would fix it but unfortunatly the same issue persists.

Here is the BQM

As you can see the ping is frequently spiking during the day but seems much more stable at night so might it be an issue with congestion in my area?

Is there anything that can be done to fix it as it is affecting any real time applications such as gaming and voice chats.

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Kath_F
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Re: Packet loss and ping spikes causing disconnects in games and voice chat.

Hi worir4, 

Thanks for your update on how the visit went and apologies to hear that the issues are still the same. 

I have taken a look at the account and the Hub stats are all looking good. I've also had a look at the network itself for congestion and whilst there is a tiny bit, it is less than 1% of the time so should be effecting you in this way. It's no where near the threshold we need to raise this up to the networks team. 

I can see there is a few devices connected to the Hub via ethernet cable and WiFi. Are you able to disconnect all bar one of the ethernet cables so we can monitor how this effects the connection?

Thanks,

Kath_F
Forum Team



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