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hunghy93
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Message 1 of 37
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Ping spikes

Hi,

So I have moved on from Bt to VM in August with 500Mbs service. During summer I had no issues, other than higher ping than previous service (Bt was constant 16 pings with 350Mbs service, while VM was 19 ~ 25 pings with 500Mbs service).

However, the problem started after I've come back from the holiday. All the sudden when I play any online games, mostly League of Legends, my ping spikes from 26 up to 160, which sometimes makes it unplayable.

First, I thought it's just an issue with the game, but when I checked with Overwatch or other blizzard games, the ping stayed at 50 (quite high to play) and had slight spikes as well. Now it just got worse, can't even stay at 20s which makes any game unplayable.

Searching through the forum I noticed that I'm not the only one with the issue and I don't really know how to solve.

Other than leaving VM, is there any way to fix?

I'm using VM Hub 4 as modem mode and ASUS GS-AX5400 as router wire connected.

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Andrew-G
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Alessandro Volta
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Message 2 of 37
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Re: Ping spikes

If this has cropped up in the past couple of weeks I suspect a likely impact of the latest work from home guidance which is causing problems for some areas, often on the upstream side of VM's network, showing as latency problems that affect gamers, glitches and dropouts in Teams/Zoom/Skype types of use, and live streaming.  There's not much VM can do about that, as its a result of the network not being designed for this pattern of usage, and changing that would take far longer than the current issues will probably last.  VM are improving capacity all the time, but it's a long, slow technically complicated task, and not something they can suddenly accelerate or deliver to every affected area.  

Of course, if it's been going on for longer, then it's just the result of VM over-selling beyond network capacity, and in that case the only reliable remedy is to find a new ISP.   You can setup a BQM that'll show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

It could also be a problem with power or noise, and if that is the case it can usually be fixed.  Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

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Message 3 of 37
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Re: Ping spikes

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
2533075000012.40000240.366287QAM25625
113875000015.00000040.366287QAM2561
214675000014.80000340.946209QAM2562
315475000014.90000240.366287QAM2563
416275000014.50000040.366287QAM2564
517075000014.09999840.946209QAM2565
617875000013.90000240.946209QAM2566
718675000014.00000040.366287QAM2567
819475000014.00000040.366287QAM2568
920275000013.90000240.366287QAM2569
1021075000013.80000340.366287QAM25610
1121875000013.69999740.946209QAM25611
1222675000013.69999740.366287QAM25612
1323475000013.69999740.946209QAM25613
1424275000013.69999740.946209QAM25614
1525075000013.50000040.366287QAM25615
1625875000013.80000340.366287QAM25616
1726675000013.80000340.946209QAM25617
1827475000013.69999740.946209QAM25618
1928275000013.19999740.946209QAM25619
2029075000013.00000040.946209QAM25620
2129875000012.90000240.946209QAM25621
2230675000012.80000340.366287QAM25622
2331475000012.59999840.946209QAM25623
2432275000012.40000240.366287QAM25624
2633875000012.00000040.946209QAM25626
2734675000012.00000040.366287QAM25627
2835475000011.80000340.366287QAM25628
2936275000011.69999740.366287QAM25629
3037075000011.59999840.946209QAM25630
3137875000011.59999840.946209QAM25631
 
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hunghy93
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Message 4 of 37
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Re: Ping spikes

3.0 Downstream channels

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

25Locked40.36628700
1Locked40.36628700
2Locked40.94620940
3Locked40.3662871830
4Locked40.36628700
5Locked40.94620900
6Locked40.94620900
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.94620900
12Locked40.36628700
13Locked40.94620900
14Locked40.94620900
15Locked40.36628700
16Locked40.36628700
17Locked40.94620900
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.94620900
22Locked40.36628700
23Locked40.94620900
24Locked40.36628700
26Locked40.94620900
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.94620900



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159864K1680QAM2048424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked4313.82919017000
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hunghy93
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Message 5 of 37
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Re: Ping spikes

3.0 Upstream channels

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

13260000025.0205995120 KSym/sec64QAM4
23940000025.5205995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
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hunghy93
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Message 6 of 37
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Re: Ping spikes

 

Network Log

Time Priority Description
Fri Oct 29 16:36:59 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 29 16:36:59 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 1 20:41:26 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 1 20:41:26 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 2 16:05:04 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 2 16:17:21 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 5 18:23:11 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 5 18:23:11 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 6 22:41:31 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 9 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 9 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 9 17:15:27 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 12 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 12 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 13 19:21:41 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 16 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 16 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 17 00:39:35 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 19 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 19 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 18:50:35 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 14:02:46 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 26 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 26 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 06:48:14 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 1 06:08:03 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 4 17:19:43 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 10:09:28 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 10 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 10 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 10 17:33:30 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 02:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 17 01:23:13 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 17 14:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 17 14:02:20 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 05:43:51 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 21 02:02:20 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
hunghy93
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Message 7 of 37
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Re: Ping spikes

9a35121d42c38c65881f43396737f016656c3f42.png

 Also a graph until now, if you want to look at.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b7d8dcb79ef294a0135aea738a9ebfd85db90586
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hunghy93
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Message 8 of 37
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Re: Ping spikes

graph.png

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ddevi
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Message 9 of 37
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Re: Ping spikes

This log is insane!!

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Andrew-G
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Alessandro Volta
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Message 10 of 37
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Re: Ping spikes

Your power levels are a mess, I've flagged for staff to take a look and advise.  If it's an area fault then it should have a fix date/time already, if it's just your line they can arrange a technician visit.  Nothing you can do about it yourself.