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Ping spikes, packet loss and latency issues

I'm having significant packet loss and ping spike issues for the past 2-3 months in the DY9 area. Only being able to play from around 2am - 8am before increased traffic times. We had a similar problem in 2017 and the cause was too much usage in the area so it had to be increased.

We've tried everything, different routers/modems, upgraded to Gig1 and had a technician around and we are still experiencing issues.

Here is a BQM chart for reference, it's been similar to this the past 2 months.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/da61de213cc47832e3cdd1d7247fed455c...

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Re: Ping spikes, packet loss and latency issues

You could well be correct that this is over-subscription, but the three severe packet loss episodes at midnight, 2:30am, and 4:00am, plus the absence of a "waking up" peak between 6am and 9am make me wonder if there's a fault on your connection that is amplified by peak loads? 

Suggest you connect to the hub, don't log in, but click the link for "check router status", and that will bring up a status page with five tabs. Post the content of the tabs titled Downstream, Upstream, and Network log in three separate replies here (as there's a character limit you may hit if you put them in a single post).   Somebody will take a look and offer their view on what this indicates.  If my suspicion is correct, and this is a line or area fault, then it's likely to get fixed far more quickly than over-subscription.  If I'm wrong...well, you either sit it out for months and months, or you find a new ISP.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Ping spikes, packet loss and latency issues

I believe those packet loss episodes were due to Virgin Media going down in my area that day.

Network Log

Time Priority Description

Thu Jan 1 00:01:24 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 30 17:23:08 20205MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 30 17:23:14 20205RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Apr 30 20:29:35 20206CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat May 2 03:43:02 20205RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat May 2 05:54:16 20206CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun May 3 14:43:01 20203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun May 3 14:49:43 20206CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon May 4 02:58:50 20203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon May 4 04:47:32 20206CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Re: Ping spikes, packet loss and latency issues

Downstream:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25331000000-2.70000138.983261QAM25625
0   UNSUPPORTED0
11390000003.40000240.366287QAM2561
21470000003.29999940.366287QAM2562
31550000002.90000240.366287QAM2563
41630000002.50000040.366287QAM2564
51710000002.20000140.366287QAM2565
61790000002.09999840.366287QAM2566
71870000001.90000240.366287QAM2567
81950000001.70000140.366287QAM2568
92030000001.40000240.366287QAM2569
102110000001.20000140.366287QAM25610
112190000000.70000138.605377QAM25611
122270000000.50000038.983261QAM25612
132350000000.09999838.983261QAM25613
142430000000.00000040.366287QAM25614
15251000000-0.29999938.605377QAM25615
16259000000-0.50000038.983261QAM25616
17267000000-0.40000238.983261QAM25617
18275000000-0.50000038.983261QAM25618
19283000000-1.29999938.983261QAM25619
20291000000-1.59999838.605377QAM25620
21299000000-2.00000038.983261QAM25621
22307000000-2.09999838.983261QAM25622
23315000000-1.90000238.983261QAM25623
24323000000-2.20000138.983261QAM25624
26339000000-3.09999838.983261QAM25626
27347000000-3.40000238.605377QAM25627
28355000000-3.40000238.605377QAM25628
29363000000-3.29999938.605377QAM25629
30371000000-3.40000238.983261QAM25630
31379000000-3.59999838.605377QAM25631



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked000
0NotLocked000
1Locked65693214100
2Locked65642677500
3Locked195335135400
4Locked62509941400
5Locked65569625600
6Locked65525536600
7Locked62837964000
8Locked58053524600
9Locked61558827900
10Locked61545128700
11Locked58497501600
12Locked55957564300
13Locked57754903100
14Locked58041807300
15Locked55439674500
16Locked35350926600
17Locked36077410800
18Locked36521287000
19Locked34677333400
20Locked34199136400
21Locked36441714400
22Locked36170024700
23Locked34858902300
24Locked50927848400
26Locked50875784600
27Locked49253896000
28Locked52719524800
29Locked54565250700
30Locked60428100700
31Locked105581750000

 

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Re: Ping spikes, packet loss and latency issues

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13260000053.0205995120 KSym/sec64QAM5
23940000053.0205995120 KSym/sec64QAM4
34620000053.5205995120 KSym/sec64QAM3
45370000054.0205995120 KSym/sec64QAM2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0050
2US_TYPE_STDMA0050
3US_TYPE_STDMA0050
4US_TYPE_STDMA0050
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Re: Ping spikes, packet loss and latency issues

Waiting till after 1am to do my job and I get hit with this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/341309b89b9bdc5b1287df013c8c35dcd6ab9135-05-05-2020

This is unacceptable, I need an estimated fix date ASAP. This shouldn't be something I have to do.

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Re: Ping spikes, packet loss and latency issues

Thanks for the super speedy response guys, we'll be moving provider. 

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