Menu
Reply
Highlighted
  • 4
  • 0
  • 1
Tuning in
423 Views
Message 1 of 6
Flag for a moderator

Recent Latency issues

Apologies in advance, I've never had trouble with my connection before so I'm new to this forum.

So I've heard VM for roughly 6-7 years now, and during those years It's been great, with the occasional area outage every month or so, which I was fine with, it happens, but starting around 1-2 weeks ago I've started to get a lot of latency problems and packet loss, which is mainly affecting me playing any online games or watch livestreams on Twitch, and since it all happened so suddenly out of the blue, It's extremely frustrating for me, for example I'll drop connection on LoL or the livestream I'm watching will buffer intermittently but constant, worst part is whenever I phone the technical line, none of the operators (mainly offshore) have no idea what I'm talking about, and have no idea what latency or packet loss even is, and either just hang up on me or transfer me through to another department to get me off their call. I don't have much data as I only set up the monitor yesterday, I did watch a livestream and then proceed to try and game after 2pm today, and you can see constant packet loss, but obviously I'm not sure if It's serious or not. The packet loss bars seem to be pretty small but the latency is terrible, spiking from around 30-32ms up to around 700, which was the worse I saw, along with dropouts. Anybody got any idea on this?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8fdbeb620bcca03592bf342733c67c8424...

DownStream:

13070000002.740256 qam22
21390000001.436256 qam1
31470000001.535256 qam2
41550000001.735256 qam3
51630000001.536256 qam4
61710000001.737256 qam5
71790000001.738256 qam6
81870000001.738256 qam7
91950000001.738256 qam8
102030000001.538256 qam9
112110000001.536256 qam10
122190000001.531256 qam11
13227000000135256 qam12
14235000000138256 qam13
152430000001.538256 qam14
162510000002.238256 qam15
172590000002.240256 qam16
182670000002.540256 qam17
192750000002.740256 qam18
202830000002.740256 qam19
212910000002.540256 qam20
222990000002.738256 qam21
233150000002.940256 qam23
243230000002.740256 qam24

 

Upstream:

1393999934.8512064 qam12
2326000214.8512064 qam13
3462000194.95512064 qam11
4537000075.1512064 qam

10

 

15/10/2019 17:31:0ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:31:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:31:57ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:32:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:49:37ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:49:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:54:27ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 17:55:14ErrorService Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:00:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:02:13ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:02:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:15:12ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:15:13ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2019 18:15:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2019 04:34:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2019 10:35:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2019 11:03:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2019 15:04:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 01:24:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 13:34:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 2.79K
  • 487
  • 675
Trouble shooter
415 Views
Message 2 of 6
Flag for a moderator

Re: Recent Latency issues

Hello

Checking your stats and downstream 10 channels out of spec, and 1 upstream is on the MAX.

While you wait for a VM staff member to pick this up, can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.

This is why you are having issues.

Power levels are reporting all out by a factor of 10 due to a bug, taken from https://community.virginmedia.com/t5/Networking-and-WiFi/POWER-LEVELS-amp-SNR-A-TECHNICAL-PRIMER-upd...

Regards Mike

If my answer was helpful to you please mark you post as helpful answer and consider leaving kudos.
I dont work for VirginMedia all opinions are my own.
39 years in IT.
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 1
Tuning in
381 Views
Message 3 of 6
Flag for a moderator

Re: Recent Latency issues

Hi Mike,

Thanks for the important info, as I'm not a technical guy, could someone explain what that means, specifically what happens if a router is going over the power levels? And what problem this "bug" is causing for me, apologies in advance.

I do live right next to the cabinet as well, could explain why the power levels are high, but I'm not too sure.

I double checked all the cables and terminators and they were tight, I didn't want to mess with them too much either incase I slipped up, however I do have a coax cable that's split and that isn't connected to anything, which was used for Virgin TV in the past, which should have been terminated years ago as well.

Also how does one get a VM staff member to look at this, I suppose I just have to wait? Thanks.

Highlighted
  • 2.44K
  • 386
  • 943
Problem sorter
362 Views
Message 4 of 6
Flag for a moderator

Re: Recent Latency issues

Yes, just a matter of waiting for the forum staff to get round to it, and they will probably schedule a visit from a field technican.  Good news is it is resolvable.

For completeness, I think DJ_Shadow1966 is correct that there's problems, but on the downstream it isn't power levels but signal to noise ratio that's the issue - anything less than 36 dB SNR can cause problems, and you've got several channels below that.  On the upstream he's correct that one channel is on the maximum permitted power of 51 dBmV, and that is often a cause of trouble (the Hub 3 mis-reports the upstream power levels by that factor of ten).  Because of the way that cable works (essentially a private radio broadcast using co-axial cable between the local cabinet and all the houses connected), problems with the upstream configuration  can also cause downstream problems, and vice versa. 

In terms of what this means to you, it usually means that some proportion of the data packets arriving at the hub is corrupted, and the hub has to rely on error correction software which works up to a point but may introduce latency issues, and for the packets that can't be repaired by the error correction, the device you're using recognises that some packets of data are missing or corrupt, and re-requests them.  Either way, this causes latency and speed problems.  Because gaming, Skype-type calls and video conferencing are latency sensitive and unbuffered, that's usually where the symptoms show first.  If the problem is bad or getting worse, streaming will be next to suffer (buffering helps, but isn't a universal fix if the problem is severe).  General internet browsing may seem OK, because it usually isn't either latency or time sensitive, although a speed test would be expected to show lower speeds than you'd expect. 

 

 

Highlighted
  • 4
  • 0
  • 1
Tuning in
358 Views
Message 5 of 6
Flag for a moderator

Re: Recent Latency issues

I appreciate you going into detail and dumbing it down for me Andruser, that was very helpful.

You're right in what you're saying, currently browsing the internet and watching videos from Youtube for example seem to have no problems at all, just the gaming and the livestreams, and I haven't bothered to do a speed test but I can imagine you being correct there as well.

I guess I'll just play the waiting game for a staff member, hopefully as soon as possible.

0 Kudos
Reply
Highlighted
  • 2.55K
  • 143
  • 268
Forum Team
Forum Team
306 Views
Message 6 of 6
Flag for a moderator

Re: Recent Latency issues

Hi DL-6,

 

Thank you for coming back to us, I will be more than happy to look into this for you, I will send you an invite into a private chat, please click on the purple envelope to accept.

 

Kind regards

 

Paul.

0 Kudos
Reply