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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

Hi there, its me back again, with the same problem of packet loss and latency, just a day's reprieve  until this

ca2788906da72496c376abeccd40b59428dbbf13-17-04-2020.png

Is there anyway to sort this out please! 

I've the same problem for a week. My ping in games is 100 + and often Im loosing connection. It's misunderstanding.
Now when i did diagnostic of my hub it is showing message : 

The device [...] has low signal strength, please move it closer to Hub 3.0.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a164ccbaaa96b4ff854a7be620552b45ac... 

 

For the sake of having a record, this is the graph a few days past the "fixed" text message i received from VM.

 

Still hopeful the repairs scheduled end April/early may happen.

 

I haven't got a response from anyone in over 2 weeks now.

Ease of accessEase of access

So been doing some research today - does anyone have any insight into Sky/BT in our areas (BR2/3) or in general?

 

I hear the Sky q hub router is slightly better than the Hub 3 as well!

 

I am now acutely aware that virgin over subscribes and does not want to do anything about over utilisation - with that in mind I'm willing to sacrifice speed and halve my internet bill for a more stable connection. 63mbps isn't the end of the world.

 

Hi CloudchaserXI,

 

Sorry to see the internet issues you're experiencing and the graphs doesn't look good. I've had a peek at your network and can see a fault raised for it. The ticket number is F007926770 with an estimated fix time of 13/05/20. Our engineers are currently working on it and I apologise for the inconvenience and frustration caused by this.

 

Regards,

 

Lisa

Is this the same for my area? (BR3)
I also have a separate thread here (detailing the same issue): https://community.virginmedia.com/t5/Speed/Bad-latency-ping-times-seriously-impacting-ability-to-wor...

If it was just gaming, I could live without for a while, but the real issue is that the terrible latency impacts just about all working-from-home options (all forms of citrix/remote desktop).
As a result I've had to buy a 4G router and am paying for an expensive 4G data contract every month to make up for Virgin's deficiencies. i.e. I'm paying double what I would normally pay for internet as I still have to pay for Virgin.

With the country in lock-down for potentially a lot longer, I would hope Virgin are going to prioritise these upgrades/fixes, as right now these bad connections could be forcing people back to the office to work (it nearly did for me until I managed to get a 4G aerial on to the roof of my house).
i.e. By not doing these fixes/upgrades Virgin is potentially endangering lives, as people who could work from home, no longer can. I'd love to see that played out in the UK's tabloid press....

Hi davidc01, I've taken a look at your's and unfortunately there is a fault in your area too. The ticket is F007906086 with an estimated fix time of 06/05/20.

 

We are working on these faults and I'm sorry for the frustration caused but depending on the nature and complexity of the fault, it can take us a little longer to resolve them and we thank you for your patience.

 

Regards,

 

Lisa

Hi Lisa,


Can you see if there are any tickets raised for BR1?

Thank you in advance.

Alfie J.

Hi Lisa,

Can you check my area by any chance? SE266DP

I was previously provided with F007908422 but haven't got any update.

Thanks.