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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

Steven_L
Forum Team
Forum Team
In response to DigitalNative

on ‎12-06-2020 15:03

Hey DigitalNative,

 

Sorry to hear of the issues that you've been having, I have looked into the background of our system and cannot find any reason or network event that would have caused such an issue with your services, all of the power levels remain well within the accepted ranges.

 

I have however flagged this to our second line faults engineers to look into this further and get in touch with you as soon as they have investigated your connection.

 

Regards

Steven

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LFM79
Tuning in
In response to Chris9393

on ‎12-06-2020 15:48

its the same for me - just had an engineer come over after having ridiculous packet loss and ping since March. Its due to high utilisation and the engineer said it will not be fixed for anyone until people go back to work as too many people are on the network. They cant do anything about the latency and the engineer said they don't have the infrastructure at the moment. They need councils permission to install new servers etc and all of this takes AGES apparently. 

Unless you want to pay for fibre or business line... (200 a month)

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Gareth_L
Forum Team
Forum Team
In response to LFM79

on ‎13-06-2020 10:25

Hi LFM79

Sorry to hear that 

But thanks for the explanation 

We do have a fix date for this which is the 24/06/2020

The reference number we have is F007911741 , which you can pop back on here for updates 

Gareth_L

 

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mkli
Joining in

on ‎14-06-2020 22:46

ping and latency still utter trash. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d996429bcdfdbd950687f1a5df6d286c63...

Will definitely be switching to Sky when my contract is over in September. It's been almost half a year now- any other competent ISP would have sorted this. Rubbish.  

0 Kudos

DigitalNative
Joining in
In response to mkli

‎16-06-2020 22:16 - edited ‎16-06-2020 22:17

Again to chime in, no engineer has contacted me and my ping is still all over the place... A shame, but expected at this point. If anyone is reading this and considering virgin for the speeds, think again!

unknown.png

0 Kudos

Corey_C
Moderator
Moderator
In response to DigitalNative

on ‎17-06-2020 08:20

Sorry to hear this, DigitalNative, 

 

I this occurring on your wired or wireless connections? As you have stated in your first post that this started at the same times as the pandemic, this may be a capacity issue.

 

Cheers,

Corey C

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Mikee250
On our wavelength
In response to Corey_C

on ‎17-06-2020 15:10

Hello,

So myself and some other members fix date is finally upon us! 17 June at 13:30 (My area is Surrey/Kingston, 03) I have noticed my graphs have improved the last 2 days, but they are by far still not ideal, this was from yesterday;

The reference number is: F007907879

Could I get an update from someone if this is believed to be fixed or has this been moved once more?

Thank you,

Mike

0 Kudos

Corey_C
Moderator
Moderator
In response to Mikee250

on ‎17-06-2020 16:02

HI Mikee250,

 

Unfortunately, the estimated fix time now set to: 19/06/2020. 

 

Thanks,

Corey C

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ak1975
Dialled in
In response to LFM79

on ‎17-06-2020 16:07

They (the engineers) do seem to encourage you to go to Virgin business, so i just decided to go with BT FTTP RESIDENTIAL and I'm loving it.

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Mikee250
On our wavelength
In response to Corey_C

on ‎17-06-2020 16:29

Cheers for the update Corey, will ask again on the 19th! but I fear this will just be extended once more!

Thank you,

Mike

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