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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

Update: still soooo much better than it was, so clearly something has been done: https://www.thinkbroadband.com/broadband/monitoring/quality/share/75fec51b0420cb265c03e83938dc5f8b79... - this is about an average day now.

So, is this is as good as it gets on Virgin? (it is usable for working from home now, after 5 months of needing to use 4G)
Please can I have an update on fault reference F007906086 (area 20, BR3) and if this is considered "resolved"?

Emily_G
Forum Team (Retired)
Forum Team (Retired)

Thanks for the update, is this still happening through wired devices as well as wired? 

 

We can't see any specific errors on our side.

 

Let us know, Emily.

If you compare his to mine I'd say his is poor vs mine 

So it's your network not his devices 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e456a1317dfc4ec8876d7dba0185ac0712...

Hi Emily,

The BQM is an external test so (mostly) unaffected by my internal setup (which is mostly wired with gigabit connectivity anyway).

Could I get an update on the ticket number I quoted, please?

Thanks,

David

 

Emily_G
Forum Team (Retired)
Forum Team (Retired)

This fault was closed on the 28th July.

 

Please update us on your situation if you're still experiencing some issues. 

 

Thanks, Emily.

Well you can see from the graph that I experience high latency still throughout the day, however it's not so bad that it seriously impacts working from home.

It would impact online gaming, however. The question really is, does Virgin consider what I've shown as 'good enough'?

 

Emily_G
Forum Team (Retired)
Forum Team (Retired)

So the graph doesn't look too bad which is why I'm asking more questions to understand what you're currently experiencing, if this is mostly when you're gaming is this through a wired connection? Do you have any third party routers or mesh systems? 

 

Thanks, Emily.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3ab4b182eb04aba8ab6429f691093da50a89c8ec-03-08-2020

This is a typical weekday for me, completely unusable for online gaming especially at peak times.

Weekends are getting slightly better though, not because of VM, but because of pubs reopening/ nice weather etc.

Yes, my connection is much better but you can see from my graph that my average ping spikes to 50ms and max ping spikes to 160+ms (i.e. off the scale). So, yes, this does impact online gaming. And yes, it's with a wired gigabit connection.

Given that my fault ticket is now closed I'm assuming Virgin considers this kind of performance good enough, but it doesn't really compare with even my 4G connection, let alone fibre alternatives in the area.

Emily_G
Forum Team (Retired)
Forum Team (Retired)

If you could please answer my questions we can then look into this as I've said the graph doesn't show any dropped packets and the latency doesn't seem to be spiking too seriously. 

 

Thanks, Emily.