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AlteranAncient
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Message 1 of 14
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Ping and Packet Loss. Again.

This is the third time I'm writing this now. My first message was silently moderated into the ether, and my second one timed-out and wasn't cached by the browser.

I have had issues playing games on and off, or doing anything that relies on a low latency or realtime connection. Two years ago (after upgrading to the VIVID 200 Gamer package, where I was given the Hub 3), when the Puma 6 problem was at its worst, I actually had to retire from competitive and ranked play because I couldn't reliably play without rubber-banding and putting my team at a disadvantage.

Things had improved a bit since some time last year, but now the grief that is packet loss and bouncy pings has reared its ugly head once more. It has been affecting me whilst using several services, but Apex Legends seems to be the worst affected.

To cut to the chase, the BQM:

My Broadband Ping - Virgin M350

Before I get the usual "Don't use Wi-Fi and use Modem mode" speeches:

  • I am not using Wi-Fi.
  • I am using Modem mode with a Netgear Nighthawk on the other side of it.

I have done everything I can to improve things with the elements that I do have control over. Well, short of serving notice.

I don't have much faith in getting any answers out of 150/151, because if my experience is like any of my previous encounters, I'll be connected to a Tier 1 support agent reciting the "turn it off and on" spiel from a text book.

If there's anything else I can provide, let me know and I'll do what I can to provide it.

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Message 2 of 14
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Re: Ping and Packet Loss. Again.

@AlteranAncient I can see two recent posts from you, under your profile but unsure if either of these are the one you say has been moderated.  You can post some hubs stats here if you wish.

Go to http://192.168.100.1/ (as you are in modem mode) to get the VM hub GUI. You don't need to login, just click on the Router Status link at the bottom of the screen. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy. Copying and pasting automatically removes MAC and IP addresses.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
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Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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AlteranAncient
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Message 3 of 14
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Re: Ping and Packet Loss. Again.

Thanks. It looks like it may have gone under moderation - it may have been because my post included images or links, but not sure.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12987500003.237256 qam21
21387500001.736256 qam1
3146750000236256 qam2
41547500002.737256 qam3
51627500002.737256 qam4
61707500002.937256 qam5
71787500002.737256 qam6
81867500002.737256 qam7
91947500002.537256 qam8
102027500002.437256 qam9
112107500002.237256 qam10
12218750000237256 qam11
132267500001.937256 qam12
142347500001.937256 qam13
152427500001.737256 qam14
162507500001.737256 qam15
172587500001.537256 qam16
182667500001.737256 qam17
192747500001.937256 qam18
202827500002.537256 qam19
21290750000338256 qam20
223067500002.937256 qam22
23314750000337256 qam23
243227500003.238256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6430
2Locked36.31250
3Locked36.3940
4Locked37.3590
5Locked37.6580
6Locked37.3580
7Locked37.6640
8Locked37.3580
9Locked37.3530
10Locked37.3780
11Locked37.3360
12Locked37.3570
13Locked37.6350
14Locked37.3440
15Locked37.3500
16Locked37.6440
17Locked37.6450
18Locked37.6510
19Locked37.34815
20Locked37.6560
21Locked38.6510
22Locked37.6630
23Locked37.6390

24

Locked38.6320

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1274000004.75512064 qam3
2537000144.95512064 qam4
3358000004.75512064 qam2
4457999614.9512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
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AlteranAncient
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Message 4 of 14
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Re: Ping and Packet Loss. Again.

....and this time the network log...

Network Log

Time Priority Description

18/06/2019 13:27:55ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2019 13:27:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2019 19:42:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2019 11:25:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2019 19:54:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 00:14:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 13:03:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 13:03:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 00:35:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 11:00:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 17:06:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 08:05:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 03:53:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 05:48:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:54:51ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:54:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
Forum Team
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Message 5 of 14
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Re: Ping and Packet Loss. Again.

Hi AlteranAncient,

 

I'm really sorry that you've been having issues with your broadband service. Thank you for reaching out, your previous post may not have been approved if any images included personal details (such as account number, MAC address, email etc).

 

Looking at the backend of your services, I can see there is currently (at time of writing) a planned change going ahead in your area under reference C01013582. The work is scheduled to be completed by this afternoon, and is aiming to improve the ongoing issues in the area. The team do appear to be on track with this work, so please keep an eye on your services today and you should see an improvement later in the day.

 

Please do give us a shout if there's no difference by this evening/tomorrow and we'll take another look for you.

 

Thanks,

Rachael

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AlteranAncient
On our wavelength
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Message 6 of 14
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Re: Ping and Packet Loss. Again.

Yup, problems have returned. Please bear witness to this wonderful "forest fire" of a BQM from today (04/07/19):

My Broadband Ping - Virgin M350

This has been experienced in-game as high ping, rubber banding, and the game reporting dropped packets and prediction errors.

Will include the latest downstream/upstream...

Downstream bonded channels

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

12987500002.737256 qam21
21387500001.536256 qam1
31467500001.736256 qam2
41547500002.537256 qam3
51627500002.537256 qam4
61707500002.537256 qam5
71787500002.537256 qam6
81867500002.537256 qam7
91947500002.437256 qam8
102027500002.237256 qam9
11210750000237256 qam10
122187500001.737256 qam11
132267500001.737256 qam12
142347500001.737256 qam13
152427500001.537256 qam14
162507500001.537256 qam15
172587500001.437256 qam16
182667500001.437256 qam17
192747500001.537256 qam18
202827500001.737256 qam19
212907500002.237256 qam20
223067500002.537256 qam22
233147500002.537256 qam23
243227500002.738256 qam24



Downstream bonded channels

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

1Locked37.69211
2Locked36.370140
3Locked36.651323
4Locked37.341312
5Locked37.634214
6Locked37.63068
7Locked37.32890
8Locked37.32290
9Locked37.62260
10Locked37.32250
11Locked37.31760
12Locked37.32140
13Locked37.61540
14Locked37.61570
15Locked37.31410
16Locked37.61300
17Locked37.61370
18Locked37.61240
19Locked37.311715
20Locked37.61030
21Locked37.6880
22Locked37.61230
23Locked37.6830
24Locked38.6610

 

Upstream bonded channels

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

1274000004.9512064 qam3
2537000145.1512064 qam4
3358000004.9512064 qam2
4457999615.05512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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AlteranAncient
On our wavelength
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Message 7 of 14
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Re: Ping and Packet Loss. Again.

...and Network Log...

Network Log

Time Priority Description

23/06/2019 13:03:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 00:35:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 10:59:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 11:00:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 17:06:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 08:05:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 03:53:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 05:48:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:54:51ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:54:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 08:56:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 13:55:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 03:53:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 05:40:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 07:55:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 13:32:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:25:21ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 21:25:21noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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toomey2u
Tuning in
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Message 8 of 14
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Re: Ping and Packet Loss. Again.

I have the same setup and issue as you, all i ever get is excuses. iv gone back to using their sh3 in router mode atm to prove a point (its worse than going through the nighthawk), regardless of using wireless, direct Ethernet or through powerline and its getting worse and worse, its affecting websites loading now, not much the engineers can do as they can only replace it with the same naff hardware.

Additional added stuff that doesn't mean much:
i was thinking about having a business line put in for work but im not gunna do that if it turns out its not a router issue after all.
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AlteranAncient
On our wavelength
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Message 9 of 14
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Re: Ping and Packet Loss. Again.


@toomey2u wrote:
Additional added stuff that doesn't mean much:
i was thinking about having a business line put in for work but im not gunna do that if it turns out its not a router issue after all.

You'd get business level support, which might be an improvement. But a friend of mine just switched away from VM Business because they kept on scheduling "maintenance" that brought down the connection during business hours.

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Message 10 of 14
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Re: Ping and Packet Loss. Again.

@AlteranAncient Upstream power levels have risen since the post on Monday, so you now have one channel at the maximum recommended level of 51 and the rest not far behind.  Also a few Post RS errors creeping in on the first six channels which were not there on Monday.  Usually only significant if higher and/or errors are rising rapidly, but not a good sign.

Hopefully @Rachael_F or one of her colleagues will be able to revisit this thread and check on your connection now that the planned change is complete.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped