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

CloudchaserXI
Up to speed

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

Anyone see any improvement?

VM gone radio silence totally so I'll assume they aint coming to fix anything any time soon in our area...

During the day, my ping jumps from 30 solid to 120 in like 3 seconds and comes back down again. Been destroying my sleep scheduele just so I can play at 12am till 3 am, where the ping is 20 solid and still jumps back to like 60.

Hi CloudchaserXI,

 

My apologies you haven't had any further information from ourselves concerning this. 

 

I have taken a look over our side and nothing is flagging up on our side. 

 

Can you confirm if there is any point in the day that you're experiencing more of an issue?

 

^Martin

Hi Martin,

Thanks for the response - I have already had two of your technicians confirm there is a utilisation fault. One with a home visit and one through private message on the forum, who examined my service and I quote: (Luke28)

Hi sorry, i cant actually pull a ticket number linked to your account for some reason, although it is 100% a utilisation fault. I tested your hub this morning and your upstream channels were hitting 94% utilised 

All of this is documented in this thread.

The issues are clearly at peak times and related to congestion.

The question really, is when the fault will be attended to as I had originally been told 31/03 by the engineer that was originally booked to do a house visit. (Also documented here)

Here are the BQM from the last two days, I would greatly appreciate you not going radio silence hereafter:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13daff2f968eef29c9f4f6c35477647381... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/21cc16e935c1a3b3b31d1fd42cdfecac60... 

I have these going back 2 weeks, which is when this started, not coincidentally obviously.

Thanks!

Thank you for that information. Okay what I have done to try and get more information on this is reach out to the area field managers for your area.

 

One I have heard from them I will let you know if I have any further information for you.

 

^Martin

Hi mate,

Nothing here as well. A VM guy told me they would have maintenance on the 2nd of April (today) for my area. 

No joy so far:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/121518d621d9717f762deef3d5f51849e8...

TBH I have the feeling it's getting even worse.

I've sent today a formal complaint, in case of no resolution I'll be able to break my contract without fees. 

Martin Thank you!

At this point any info is appreciated - obviously it's not great timing on both ends and we do understand. Whilst I could live without gaming etc - the remote working application is far more important.

If I cant work, I'm staring at Furlough. So any updates I could feed back to my employer at this stage would be a great help.

@William - I would imagine we will get a resolution in the form of financial reimbursement or something at some stage. Changing is an option, but it doesn't help us right now. If I can get some sort of answer I'd stay as this only started during the Covid 19 pandemic and was without fault before that.

All down to the communication to follow I suppose...

Yes I understand that this outbreak got things crap but if you are a respected ISP as VM is you should have spare infra for the peak times.

I was looking at ISP's Twitter profiles, all of them have complaints but VM is the champion of complaints.

Hope they'll get it sorted soon.

I am having the same issue 😞 in DN5

Think Broadband for today 

 

Can you see the issue here? lol

 

Mikee250
On our wavelength

Hey all,

This has been an interesting read, been scrambling my head trying to find if im the only one with these issues! so thanks to everyone for the information! Thought I'd reply to keep this going!

I'm currently in the 03 area (Surrey) and am experiencing heavy latency too; I've just upgraded to VM's M350 as im working from home now but similar to Cloudchaser, it will be quite difficult if this problem persists. I've requested a new router (coming Saturday) but probably no luck with that from what I've read!

Heres my lovely and colourful graph haha! 🐙

https://www.thinkbroadband.com/broadband/monitoring/quality/share/24a91881ae2d90fcf7e1df451c3b4b9239...

Cheers,

Mike