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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

Engineer came & fixed power levels on my router today. As predicted it made no difference.

The engineer told me that they were at 99.5% capacity across an extremely large area south of London (e.g. areas like mine in BR3).

This means download is fine (Netflix etc) but working from home will continue to be impossible for many of us using remote desktop solutions for a long time, as residential fixes are not their priority (Virgin also provide internet to hospitals etc).

The fix may not even happen, as under normal load, our area would be fine. So we may just get entirely ignored/"de-prioritised".

Guess this means sending my children back to school and my wife and I commuting again... :(.

Ping at over 500ms regularly today. ARRRRGH!

A tip for others: go buy £1 sims from each of the major networks and try them in your phone one by one until you get one with a decent signal/bandwidth/latency. If you find one that works, then get a 4G router off amazon/other (or use your phone as a hotspot) and switch to that from Virgin.

Unfortunately, my house seems to be part faraday cage, and we have terrible signal on all networks weirdly, so this hasn't worked for me... but you might be a lucky!

Thanks for coming back to update mate!

I actually bought the Asus RT ac86u, has the option to use 4G. I already get decent signal and have unlimited mobile data - so I've been using it. It's better - but mobile latency isn't great itself and varies constantly.

 

But it's better than nothing? I'll definitely be look for some sort of refund at the end of this if they can't resolve. 

I think you stole my graph 😄

Only joking, but mine does look identical.

I really doubt we can expect a fix for a while on this (or at all) - I very much doubt (based on engineer discussion) that it's a quick/cheap fix, and as the engineer said, normally our area is fine. From a Virgin expenditure point of view, why would they bother doing a major upgrade for a few of us who really care about latency, when that upgrade is only really needed for (hopefully...lockdown depending) a few weeks, but at worst (hopefully) a few months. Overall it's going to be cheaper to give a few of us some discounts...

Although, the engineer who visited today said that the notification that there was a congestion issue in the area only arrived on his device this morning. So maybe it's being escalated... (wishful thinking)...

ironwolf
On our wavelength

Hi davidc01 'm in your area as well and have same issues. VM engineer "adjusted some frequencies" which made no difference and suggested to upgrade my sh2 to sh3 (yeah like that will make any difference). He also admitted that lines are simply overloaded with so many users sitting at home all day and to fix it would mean hardware upgrade - doubt that's gonna happen anytime soon.

High load = latency with DOCSIS 3.0. https://volpefirm.com/high-latency/

"DOCSIS 3.0 equipment can have latency as high as 1 second under load. Even DOCSIS 3.0 equipment using buffer control under load will typically see latency of 100 milliseconds. This is very close to the 150 millisecond threshold for voice users and would be considered unusable for most gamers playing first person shooter (FPS) games."

Here's my graph lol

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7e8f42bd8a5aaa71e7feadae13a2836a6...

 

4G router up and running. Difference is massive. Particularly today when ping times have gone to 1s - 2s. Seconds!!

Check out todays BQM - worst by a long way so far: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c8fe3e7249e8f5aa8aa69a48134ea7bf01...

https://ibb.co/6YT80PK : Ping test 4G vs Virgin (4G is the one on the mac, my PC behind is on Virgin. These pings are happening at the same time. The Mac is a wireless connection to the 4G router. The PC is gigabit wired to the Virgin router.)

Theodouk
Joining in

I mean 2 weeks ago this started for me as well. Here is a look at my ping. https://www.thinkbroadband.com/broadband/monitoring/quality/share/7d85f1741ce72186b0616824775a080bca...

Someone please explain to me that even at random times I'm getting packet loss and spikes? Am I getting DDOSd or something??? 

No.

The network is properly screwed and we're all getting a glimpse of just how over subscribed our respective areas are.

Mine is shocking. Your averages are actually better than mine. And 2 weeks ago my line was flawless.

 

0 response now to anything. Live chat doesn't exist.

Yep, sucks to be honest. Unusable for gaming. But can still stream so they don't care. I can't game at all with this packet loss. Would rather play with 150ms than packet loss. Freezing everywhere. 

Also mine doesn't look like area load. Like honestly maybe It is an issue with a router or something. I can only see my graph having loads of packet loss.