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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

One thing this has taught me: High speeds are only a benefit if you have a stable line. Period.

You don't need 350meg if you're a netflix and chiller sort of household. We, as gamers, use it as we download games a lot etc and it's a luxury for an hour or two less waiting time on a new release or those big patches and I'll certainly miss the convenience.

But 75meg isn't the end of the world if it's stable and you have access to a reasonable support team.

There is no accountability with their own cable network/infrastructure.

I come from South Africa originally, where the telecoms was monopolised in a similar manner. Fair usage policies didn't apply and it was much the same sort of scenario as this with little to no recompense for lack of performance and hours dealing with support trying to fob you off. NEVER AGAIN.

If you are out of contract: run for the hills. 

 

I have already been cautioned on this forum - so if you're reading this and this thread suddenly vanishes, you guys know what happened!

Hi davidc01,

 

I've had a check of the ticket and the estimated fix time is now 21st June, apologies.

 

Thanks


Melissa

I'm out of contract and i've moved on to BT fibre, I should be up and running in 10 days. I've been with VM for around 8 years and I never liked it but I stayed because I never had a choice, but now I do.

Im disgusted really am. Vm shocking 1day til installation id take my new 52meg over 100mb useless stability lying robbing company anyday.  No reimbursements no clue no apologies utter ridiculous. Anygamers like cloud says and we have numerous times. If u can leave do it asap. Only gd thing about this vm rubbish has been mod team megan L. 

Uritheru
On our wavelength

What an absolute **bleep**show today (and yesterday) has been. 

I can’t work properly. It’s making everything take 10 times longer and now I just saw the “fix date” got pushed back again. 

HA

My new router arrived today for my new ISP which is being installed on Tuesday. 

When that’s installed (with hopefully no issues) I will be done with this shower called VM forever. 

I’m not going to waste my time chasing a refund or compensation from VM. They don’t care. 

@Melissa_F - thanks for the update. Appreciated. No need to apologise: when a fix date is fictional it doesn't really matter that much.

I'm simply keeping track of all the dates that keep getting quoted and missed, conflicting answers from different people at Virgin, along with the many other details, for the various letters I plan to write to Virgin and others.
It also provides valuable extra encouragement for my community to join in on a "community fibre" project.

Come on here looking for answers to my spikes in ping, and packet loss. Looks like this is very broad issue?

I've been a customer for a few months now but only moved into my home last week and used for gaming, any help would be appreciated as it's a great shame my connection isn't fit for purpose.

It depends on the area you're in. Its very wide spread around where I am - all neighbourhood and surrounding areas.

The Virgin engineer I spoke to said it was impacting older Virgin areas the most as they have been around long enough to be oversubscribed. The issue just wasn't as apparent before lockdown for most. It sounds like gamers were noticing pre lockdown, but for working for home (the main time I care about latency) it's only been since everyone else has been online.

Of course you might be lucky and your particular issue might be unrelated. It's worth going through all the normal troubleshooting and speaking to Virgin. Set up a BQM with thinkbroadband to monitor your connection and collect proof of your issue.

 

Id class my area old. I would say undermaintained. Not over subscribed. I dont pick up a single vm other than mine in a good radius. Took vm months to find a faulty node. I knew that months ago. Lack of knowledge and poorly. Maintained network is wht i blame