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Ping spikes and packet loss

Hello,

Over the last few months I've experienced some ping spikes, although they were never too bad. However on 17-6 there was an internet outage (Fault Ref: F007194127), and since then the ping spikes have become a lot worse, to the point where online gaming is impossible due to getting lag and/or kicked out constantly. This happens both when using cable or WiFi, and also when my laptop is the only device connected, and no background downloads. I'm running .610 firmware on the Hub 3.

I live in PO15.

Thanks in advance for helping on here, I really don't want to call the (Indian?) callcenter again as they were rude and not very useful last time.

Here's a few test results etc.:

https://i.gyazo.com/da3108b5ff4815dc7d69240ea9342d0a.png

 

Unfortunately I had to remove formatting to stay within 20k character limit for these results:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 -8.4 37 256 qam 21
2 138750000 -7 37 256 qam 1
3 146750000 -7 37 256 qam 2
4 154750000 -7 37 256 qam 3
5 162750000 -6.5 37 256 qam 4
6 170750000 -6.7 37 256 qam 5
7 178750000 -6.7 37 256 qam 6
8 186750000 -6.5 37 256 qam 7
9 194750000 -6.5 38 256 qam 8
10 202750000 -6.7 37 256 qam 9
11 210750000 -7.2 37 256 qam 10
12 218750000 -7 38 256 qam 11
13 226750000 -7.2 38 256 qam 12
14 234750000 -7.5 37 256 qam 13
15 242750000 -7.9 38 256 qam 14
16 250750000 -7.7 38 256 qam 15
17 258750000 -7.7 38 256 qam 16
18 266750000 -8 38 256 qam 17
19 274750000 -8.4 38 256 qam 18
20 282750000 -8 38 256 qam 19
21 290750000 -8 37 256 qam 20
22 306750000 -8.2 37 256 qam 22
23 314750000 -8.2 37 256 qam 23
24 322750000 -8.5 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 7124 51
2 Locked 37.6 4873 166
3 Locked 37.6 4286 127
4 Locked 37.6 3994 133
5 Locked 37.3 3493 121
6 Locked 37.6 3929 116
7 Locked 37.6 3708 115
8 Locked 37.6 3545 92
9 Locked 38.9 2897 93
10 Locked 37.6 2727 78
11 Locked 37.6 2927 72
12 Locked 38.6 2679 67
13 Locked 38.6 2557 65
14 Locked 37.6 3219 57
15 Locked 38.6 3176 64
16 Locked 38.6 3195 53
17 Locked 38.6 3316 65
18 Locked 38.6 3805 56
19 Locked 38.6 4223 55
20 Locked 38.6 4364 57
21 Locked 37.6 5073 53
22 Locked 37.3 8619 57
23 Locked 37.6 9217 53
24 Locked 37.6 11591 54

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199983 4.825 5120 64 qam 1
2 25800000 5.1 5120 64 qam 4
3 32600000 4.825 5120 64 qam 3
4 39399986 4.825 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Network Log

Time Priority Description

23/06/2019 18:53:10ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2019 18:53:10noticeDHCP Renew - lease parameters tftp file-V0d8310cb0396200.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 05:08:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 19:04:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2019 22:44:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 04:55:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 14:45:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 14:45:45noticeDHCP Renew - lease parameters tftp file-V0d8310cb0396200.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 01:16:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 12:38:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2019 13:30:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 04:22:13ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 16:35:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 18:07:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 20:05:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 20:05:31noticeDHCP Renew - lease parameters tftp file-V0d8310cb0396200.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2019 20:28:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 16:12:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 16:12:29noticeDHCP Renew - lease parameters tftp file-V0d8310cb0396200.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 03:43:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Tracing route to google.com [216.58.198.174]
over a maximum of 30 hops:

1 4 ms 3 ms 2 ms 192.168.0.1
2 17 ms 57 ms 10 ms 10.184.56.1
3 14 ms 52 ms 11 ms cosh-core-2b-xe-501-0.network.virginmedia.net [82.23.167.73]
4 * * * Request timed out.
5 41 ms 41 ms 18 ms tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]
6 21 ms 24 ms 24 ms 74-14-250-212.static.virginm.net [212.250.14.74]
7 19 ms 22 ms 36 ms 108.170.246.129
8 76 ms 36 ms 75 ms 108.170.232.97
9 18 ms 20 ms 18 ms lhr25s10-in-f174.1e100.net [216.58.198.174]

Trace complete.

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Re: Ping spikes and packet loss

Hi I had similar issues , one of the mods in the forum picked it up for me after a few days , takes a week or so I believe . So give them time to get to you , they are superb .

I had high post rs errors ( I now have none after 3 weeks ) and high pre rs errors( some are to be expected ) . Combination of Line repair and new Hub sorted it . Good luck .

--
Shaun
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Re: Ping spikes and packet loss

Your downstream power levels (dBmV) are too low.
A virgin media forum member should pick this up and help you get them fixed.
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Re: Ping spikes and packet loss

Hi Rik19, welcome to our community forums.

 

I am going to drop you a PM so we can take this further and get it sorted for you.

 

Thanks,

Tom_S

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Re: Ping spikes and packet loss

While trying to sort this with Tom I was unable to contact him after a few messages, due to him having his private messages disabled. I see he's retired now as well which could be the reason for this. Is there anyone else that can solve this for me? I was asked for a password different from the my Virgin Media one, which I don't know and I can't seem to find where to reset this.

Also my internet is getting worse and worse, some games are unplayable at the moment while the price for my internet keeps going up.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d2a161e43c1e3d74666ef30e383fcb9d61...

Thanks in advance,

Rik

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Re: Ping spikes and packet loss

Hello Rik19

 

Tom_S is no longer a member of the forum teams, that may be why you was unable to send him a private message, Not to worry though I can help you with this, I will need to take
a closer look at things from our end, I will send you a private message now 🙂

 

Thanks Joe_F

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Re: Ping spikes and packet loss

Hello,

This should've been fixed on the 11th of December last year, however it still hasn't improved. As you can see on https://www.thinkbroadband.com/broadband/monitoring/quality/share/d2a161e43c1e3d74666ef30e383fcb9d61... my ping is still way too high at over 200. Any update on this?

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Re: Ping spikes and packet loss

Thanks for your post Rik19,

 

I'm sorry to see that you've been continually having issues with your broadband services.

 

I'd be happy to take a look into this for you, please check out the purple envelope in the top right hand corner of the screen for a PM from me

 

Kindest regards,

 

David_Bn 

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