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

[CloudchaserXI]

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 20:32:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	notice	DHCP 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 11:42:44	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57	Warning!	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

[Melissa_F]

No problem, hopefully it'll be resolved by then for you Mike. 

We'll speak to you on the 19th if still needed.

Thanks

Melissa 

[davidc01]

Earlier in this thread I was quoted a fix date of 21st June for BR3, Area 20 - ticket F007906086. Is this still happening? Note that this is a Sunday...

That date will be the start of the 4th month of paying for a replacement 4G connection in addition to my Virgin line.

This was the state of my connection yesterday: https://www.thinkbroadband.com/broadband/monitoring/quality/share/4765b5e384bac2b7a9ccd4ec44c7a46295... - the sad thing? This was actually a good day!

Does anyone know what the Ofcom rules are around latency? This will be over 3 months of appalling service now, but measured in ping rather than bandwidth. Presumably this is still enough cause to cancel a contract?

[davidc01]

Also, please note that the 21st June was at least the 5th, but I think 6th "estimated fix date" that i've been given, so I don't hold out much hope this one will be any different to the others.

[Emma_C]

Hi Davidc01, 

We've checked the details and it's still showing as a fix time for the 21st June. 

Let us know how you get on.

[AlfieJPalmer]

Hi Emma,

I believe we were supposed to have our line fixed yesterday, 17/06/2020, but am seeing not rectification whatsoever.

Could you please advise? The area code is BR1 if it helps.

Happy to provide further details if required. Thank you in advance.

Kind Regards,

Alfie J.

[laczik]

Terrible packet loss, and also bad latency some of the time. This has been happening to varying degrees over the past 10 days or so, with only a single day that I would describe as acceptable. See below...

My Hub 3 is automatically restarting itself every night which tends to improve things, but only for a couple of hours. The VM online 'self test' reports no connection issues on my line.

Any update for when this will be fixed in the OX2 area? I held out commenting and was hoping that VM would get this fixed, but this does not seem to be happening - the current connection performance is definitely not what I signed the contract for.

[Edit: See BQM  a couple of posts further down the page...]

mtr result from a few minutes ago:

Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev
3. oxfd-core-2a-xe-013-0.network.virginmedia.net 10.0% 2929 10.4 14.3 8.5 131.8 7.1

[SCA1972]

@laczik Your BQM image has been rejected as it contains your WAN IP address and this is against the forum rules, to protect your privacy.  If you use the share options on the BQM page you can add a link or embed an image of your graph without your IP address.

EDIT - I see you have now edited your post and added a link to your image that contains your WAN IP address.  It is a very bad idea to advertise your IP address and I'd suggest you edit your post again and remove it.  If you don't remove it the moderators will remove it.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[laczik]

Thanks!

Updated link: BQM 

[parr86lid2]

Was on the phone to a very helpful lady at virgin media today.

I got £30 back for the last 3 months of issues. Shame i couldn't get 6 months back but it will do.

Anyone having issues of 3 months or longer should be entitled to compensation as far as I'm aware.

She was at retentions so try that department.

[PaulD123]

Im having the same problem rang virgin last week and arranged for a tech to phone me no phone call. Called virgin 3 times yesterday to get forwarded to dead lines every time. I even doubled my speeds to help the issues but it made it slightly worse. Looking at a few of the BQMs in here mine looks good. Maybe someone could have a look for me

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dc2655748577d779113cf2fcb6d5903356...