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Poor latency levels and suspected packet loss

Hi all,
 
I moved over to Virgin from FTTC approx. 6 months ago, in that time I havent done any gaming due to time constraints however I have done some gaming over the Christmas period and found my games to be very laggy/suspected packet loss, the connection was so bad last night that I setup a TBB monitor on my connection which has now been running a little over 24 hours. Any thoughts on why my minimum latency is so high even during the early hours of the morning? I'm suspecting the issue could be more than over utilisation although I do think that played a part yesterday afternoon where you can see ping spikes on the graph.
 
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e9acbfbddf8ddadab9d11042c226459824fcd541-06-01-2020.png
 
A quick overview of my setup:
Superhub 3 in modem mode, direct connection to Asus AC66U Router, majority of devices within my house are hardwired on gigabit ethernet including my Xbox One and gaming PC. The only devices to use WiFi are mobile devices/tablets.
 
Thanks in advance,
 
Russ
 
Hopefully the below from the Superhub may shed some light:
 
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Re: Poor latency levels and suspected packet loss

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500008.440256 qam1
21467500008.440256 qam2
31547500008.840256 qam3
41627500008.640256 qam4
51707500008.540256 qam5
61787500008.640256 qam6
71867500009.138256 qam7
8194750000940256 qam8
92027500008.338256 qam9
102107500007.638256 qam10
112187500007.840256 qam11
122267500007.640256 qam12
132347500007.538256 qam13
142427500006.938256 qam14
152507500006.538256 qam15
162587500006.938256 qam16
17266750000738256 qam17
182747500006.838256 qam18
192827500006.538256 qam19
202907500006.538256 qam20
21298750000738256 qam21
223067500006.838256 qam22
233147500006.638256 qam23
243227500006.338256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.360
2Locked40.3170
3Locked40.9140
4Locked40.3110
5Locked40.3250
6Locked40.3310
7Locked38.9180
8Locked40.3310
9Locked38.9200
10Locked38.9240
11Locked40.3220
12Locked40.3290
13Locked38.9300
14Locked38.9280
15Locked38.9510
16Locked38.9360
17Locked38.9390
18Locked38.9520
19Locked38.9490
20Locked38.9820
21Locked38.9740
22Locked38.9690
23Locked38.91000
24Locked38.91440
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000005.1512064 qam2
2603000005.075512064 qam1
3394000005.1512064 qam4
4462000005.1512064 qam3



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
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Message 3 of 16
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Re: Poor latency levels and suspected packet loss

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u+voc-b.cm



Primary Downstream Service Flow

SFID247088
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID247087
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

17/12/2019 05:31:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2019 10:28:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2019 16:34:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2019 03:37:24ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2019 00:53:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2019 09:52:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 00:08:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 06:47:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 13:45:55ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2019 23:57:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 01:27:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 19:00:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 21:25:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 23:02:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 23:33:44ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 00:16:35ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2019 16:35:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2020 11:28:30ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 18:58:33ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 20:25:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 16
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Re: Poor latency levels and suspected packet loss

Your downstream power levels are edging up towards the upper limit, so a bit on the high side, but are just within spec, but all of your upstream channels are out of spec (over a reported value of 5.0 dBmV).  As DOCSIS works by keeping all 32 channels synchronised between the street cabinet and your hub, upstream problems affect the synchronisation and often manifest through downstream symptoms like slow speeds, disconnections, packet loss or latency.

As with most cable performance problems, if it isn't an area fault under investigation this will require a technician visit to fix, and the easiest way of getting that sorted is to wait for the VM forum staff to pick this up and advise accordingly.

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Message 5 of 16
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Re: Poor latency levels and suspected packet loss

And just to add, this has NOTHING to do with your local setup - the hub stats show that the problem is between the hub and the CMTS, and the BQM shows the performance between Thinkbroadband's servers and your hub.  If you try and phone this in, the offshore script jockeys will have you piffling around with pointless tests and reconfiguration because they don't understand the technology, and because they're working to some of the poorest support scripts I've ever encountered.

Looking at your BQM I suspect this is a cable configuration issue, and any utilisation effects will be small - when the power levels are sorted I would hope that the minimum latency would drop back to a normal value of 16-19 ms, and although there probably will still be some minor peak spiking it shouldn't be sufficient to impair gaming.

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Message 6 of 16
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Re: Poor latency levels and suspected packet loss

Hi russ9898

Thanks for bringing this to our attention 

Sorry though ti hear you are having issues with your service 

As @Andruser has advised we will need to get an engineer out to check things over 

No faults in area have been reported 

I will drop you a private message to get the engineer booked in

Gareth_L

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Message 7 of 16
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Re: Poor latency levels and suspected packet loss

Thank you @Andruser for your incredibly informed and useful response.

 

I will respond to your pm now Gareth.

 

Thanks again,

 

Russ

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Message 8 of 16
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Re: Poor latency levels and suspected packet loss

Hi Gareth,

Tried to PM you however PM keeps failing to send. Engineer visited yesterday and installed an attenuator to bring signal levels down however after 24 hours there is still very little, if any difference in in ping and packet loss. Could you have another look at the below and see if any issues stand out to you?

Many thanks,

Russ

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Message 9 of 16
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Re: Poor latency levels and suspected packet loss

Think Broadband Snapshots:

08/01 - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a8d99be3a983f7eb8a66d235a0131a375c20c4e3-08-01-2020

 09/01 -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e98973c9c14b4b316b31af36a955a68d2321558f-09-01-2020

 

Router Stats -

Downstream bonded channels

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

11387500005.338256 qam1
21467500005.138256 qam2
31547500005.438256 qam3
41627500005.438256 qam4
51707500005.838256 qam5
61787500005.638256 qam6
71867500005.838256 qam7
81947500005.338256 qam8
92027500004.938256 qam9
102107500004.638256 qam10
112187500004.438256 qam11
12226750000438256 qam12
132347500003.738256 qam13
142427500003.538256 qam14
15250750000338256 qam15
16258750000338256 qam16
172667500002.938256 qam17
18274750000338256 qam18
192827500003.238256 qam19
202907500003.238256 qam20
212987500003.238256 qam21
22306750000338256 qam22
23314750000338256 qam23
243227500002.738256 qam24



Downstream bonded channels

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

1Locked38.6180
2Locked38.9130
3Locked38.6100
4Locked38.6190
5Locked38.9100
6Locked38.980
7Locked38.6110
8Locked38.960
9Locked38.960
10Locked38.9110
11Locked38.680
12Locked38.6140
13Locked38.6180
14Locked38.6200
15Locked38.6320
16Locked38.6270
17Locked38.6350
18Locked38.9330
19Locked38.6370
20Locked38.6490
21Locked38.6570
22Locked38.6990
23Locked38.9980
24Locked38.61170

 

Upstream bonded channels

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

1537000004.575512064 qam2
2603000004.55512064 qam1
3394000004.7512064 qam4
4462000004.675512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 10 of 16
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Re: Poor latency levels and suspected packet loss

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u+voc-b.cm



Primary Downstream Service Flow

SFID252452
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID252451
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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