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Ping, packet loss and Latency all over the place. Can we get some info please!

CloudchaserXI
Up to speed

on ‎20-03-2020 21:03

Started 2 days ago - I'm assuming this is Covid 19 related? If it is PLEASE confirm Virgin.

380Meg fibre, all networked - pc direct to Hub 3.

All of a sudden: massive lag spikes, interruption, packet loss.

I have tried Modem mode. Tried to reset router. 

Software version: 9.1.1811.401

 

 

Log below:

20/03/2020 20:32:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

PING google.com (216.58.210.238): 64 data bytes
72 bytes from 216.58.210.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.210.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.210.238: seq=2 ttl=55 time=4500.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1510.000/4500.000 ms

 

802 REPLIES 802

legacy1
Alessandro Volta

on ‎20-03-2020 21:17

Their might be problems with 9.1.1811.401 can you run a BQM
https://www.thinkbroadband.com/broadband/monitoring/quality

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

Katie_WT
Forum Team (Retired)
Forum Team (Retired)
In response to CloudchaserXI

on ‎22-03-2020 08:33

Hi there @CloudchaserXI

 

Welcome to our Community and thanks so much for your first post - sorry that you seem to be having some issues with your broadband at the moment.

 

We can see a few areas of latency from your BQM chart you provided - I've located your details from your forum information and have been able to take a closer look at your services from here. 

 

Currently we have no known area issues, your levels are within the parameters that we would expect and there are no errors showing on the Hub3 that we can see today. I can see that you rebooted the Hub around 36 hours ago. 

 

I understand that you have advised that you have tested wired connection direct to the Hub; we can see that you currently have quite a few devices connected over Ethernet and we can see numerous other WiFi devices connected too; one of which is causing some issues.

 

Are you able to disconnect all WiFi devices and connect just one device wired for us to see if you have any improvement? We can then go from there. 

 

Cheers

Katie - Forum Team


CloudchaserXI
Up to speed
In response to Katie_WT

on ‎22-03-2020 10:37

Hi Katie,

Thanks for the response! I understand you guys must be under pressure at the moment.

There's the latest one:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/02bd20216ddec9211b17f3ed57259b2c02... 

It seems to be times of  increased traffic?

I can certainly do that, two new devices in the form of a work laptop (Which wouldnt account for anything over the passed 24-36 hours as it's been off) and the new S20+ samsung phone have been introduced to the network.

I did switch the router over to modem mode FYI and had little to no joy as well? Is there no way to tell on your end what device that is? (I'm assuming not)

Jarryd

CloudchaserXI
Up to speed
In response to CloudchaserXI

on ‎22-03-2020 14:56

https://www.thinkbroadband.com/broadband/monitoring/quality/share/02bd20216ddec9211b17f3ed57259b2c02... 

Hi Kate,

As you can see - 4 hours of only the link to my pc and not much improvement.

Wifi off - no other ethernet connections?

 

 

CloudchaserXI
Up to speed
In response to CloudchaserXI

on ‎22-03-2020 18:05

Hi Katie,

As per your suggestion, I disconnected all wifi and ethernet connections, i alos ran the Hub 3 in both router and modem modes.

I tried to change ethernet cable to my pc as well as connected a laptop to the router, all with the same result.

I have left the hub of for 5 or so minutes as well.

I have two friends, both on Virgin, within a mile of where I live not experiencing the issues at all.

 

Based on the above, it is safe to assume the issue is not from any of the devices in my home and is likely not area related. Could my specific installation/hub have an issue?

 

When this was installed, the cable was latched on to a pre-existing installation adn the technicians advised I should "let them know if there are any issues". This was just over a year ago:

Cable InstallCable Install

Emma_C
Forum Team
Forum Team
In response to CloudchaserXI

on ‎23-03-2020 09:06

Thanks for all of that. 

So we've booked you a tech visit, I'll send you the details via a personal message in a second. 

We need to have somebody over the age of 18 at the time, if the time doesn't suit then you can re arrange this online. 

Keep an eye out for my message. 

Emma_C - Forum Team
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