Virgin Media Community

[Rayward25]

Hi I am experiencing ping spikes & packet loss in every online game It is affected on both ethernet and wireless devices. Looking to get this solved if possible.

[Adduxi]

To assist you we need more information.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[Rayward25]

3.0 Downstream channels

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

19	283000000	5.000000	40.366287	QAM256	19
1	139000000	3.099998	40.366287	QAM256	1
2	147000000	3.000000	40.946209	QAM256	2
3	155000000	3.000000	40.946209	QAM256	3
4	163000000	2.799999	40.366287	QAM256	4
5	171000000	2.500000	40.946209	QAM256	5
6	179000000	2.500000	40.366287	QAM256	6
7	187000000	2.599998	40.366287	QAM256	7
8	195000000	2.500000	40.366287	QAM256	8
9	203000000	2.500000	40.366287	QAM256	9
10	211000000	2.900002	40.366287	QAM256	10
11	219000000	3.200001	40.366287	QAM256	11
12	227000000	3.299999	40.366287	QAM256	12
13	235000000	3.599998	40.366287	QAM256	13
14	243000000	3.700001	40.366287	QAM256	14
15	251000000	3.900002	40.946209	QAM256	15
16	259000000	4.000000	40.946209	QAM256	16
17	267000000	4.199997	40.946209	QAM256	17
18	275000000	4.599998	40.366287	QAM256	18
20	291000000	4.900002	40.366287	QAM256	20
21	299000000	4.599998	40.946209	QAM256	21
22	307000000	4.000000	40.366287	QAM256	22
23	315000000	3.599998	40.366287	QAM256	23
24	323000000	3.599998	40.366287	QAM256	24
25	331000000	3.700001	40.946209	QAM256	25
26	339000000	4.099998	40.946209	QAM256	26
27	347000000	4.000000	40.946209	QAM256	27
28	355000000	4.000000	40.946209	QAM256	28
29	363000000	4.300003	40.366287	QAM256	29
30	371000000	4.500000	40.946209	QAM256	30
31	379000000	4.199997	40.946209	QAM256	31

3.0 Downstream channels

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

19	Locked	40.366287	0	0
1	Locked	40.366287	0	0
2	Locked	40.946209	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.946209	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.946209	0	0
28	Locked	40.946209	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.946209	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

759

3.1 Downstream channels

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

159

Locked

43

6.7

1047092

0

[Rayward25]

3.0 Upstream channels

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

1	30100000	42.520599	5120 KSym/sec	64QAM	4
2	23600000	42.520599	5120 KSym/sec	64QAM	5
3	36600000	42.520599	5120 KSym/sec	64QAM	3
4	43100000	42.520599	5120 KSym/sec	64QAM	2
5	49600000	42.520599	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	1	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

37.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

1

0

[Rayward25]

Network Log

Time Priority Description

Wed Jan 25 10:38:03 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Wed Jan 25 10:55:34 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 25 10:55:48 2023	5	DBC-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;
Wed Jan 25 10:55:48 2023	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 25 10:56:19 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Wed Jan 25 11:19:23 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 25 11:19:38 2023	5	DBC-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;
Wed Jan 25 11:19:38 2023	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 25 11:20:22 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Fri Jan 27 00:08:14 2023	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27 00:08:20 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27 00:09:14 2023	3	Received 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;
Thu Jan 1 00:42:39 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:42:57 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:44:14 1970	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:44:14 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:45:08 1970	5	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:45:09 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27 02:05:54 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27 02:06:06 2023	5	DBC-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;
Fri Jan 27 02:06:06 2023	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27 05:14:59 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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 Jan 28 19:41:48 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 28 19:45:20 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 29 12:25:47 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29 12:25:49 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 29 18:30:28 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29 18:30:28 2023	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29 18:35:44 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 29 22:44:23 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29 22:44:29 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Sun Jan 29 23:14:43 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29 23:14:54 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Tue Jan 31 10:52:53 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31 10:55:20 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Wed Feb 1 04:55:08 2023	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 1 04:55:26 2023	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Wed Feb 1 07:12:35 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Rayward25]

Here is a BQM also.

[Molly_T]

Hi Rayward25 👋 welcome to the community! Thank you for posting. 

Sorry to hear you are having issues whilst gaming with ping spikes and packet loss. Having had a look on our systems there are no issues showing at the exchange with the signal coming into the hub. However we are unable to check any information reaching your hub as you are currently using it in Modem mode. This means we can't identify if the issue is with your VM hub or with the 3rd party networking equipment you are using. If you are happy to run the hub in router mode for a few days we can then collect some data for additional testing and support. 

If you could also please let us know the games you are experiencing the ping spikes and packet loss happening in? Sometimes these issues can be due to online gaming, as whichever user sets up the 'room' for the gaming will be the host of the connection. This can cause some issues if gaming with users internationally as your IP is having to ping to wherever their location is. Depending on the game, the user acting as host may not have the best suited connection to optimise performance, they may just be the user to start the room and be hosting. The host may even have connection issues themselves which you then suffer with as a result. I hope this makes sense! This article explains it an little better 👉 What is Ping in Gaming? - Understand ping to get better at online play (esports.net)

Let us know how things get on when using your hub in router mode and we can offer further support. (If you can also please post a new BQM after setting this up so we have the most up-to-date data to support with.)
Thanks for your patience whilst we look into this for you! All the best 🌞

[Rayward25]

Hi thanks for getting back to me I will run the router in router mode for a few days and update you then with a new BQM. As for which games it's mainly Fortnite & World of Warcraft.

[Megan_L]

Hi Rayward25, 

Just wanted to see how you're getting on with your broadband connection and BMQ graph?

How has your connection been since you last posted? 

When you're experiencing issues on these games, what happens exactly?

Thanks,

Megan_L

P.S - For the Horde!! 😏

[Rayward25]

Hi Megan,

I've uploaded the most recent BQM. The connection issues are still the same as last time I posted what happens in the games like Fortnite for example is a Red X will appear indicating packet loss and I am unable to move my character or interact with anything for a few seconds but the length varies each time it happens and it is like this in other games too.