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Recent Latency issues

Hello,

I'll try and keep this as short as possible; I've had VM for around 7 years now and I've never had issues except from the occassional area outages here and there, which overall I'm fine with, it happens. However around 1 and a half weeks ago I've had issues with gaming and watching livestreams on Twitch, intermittent but constant buffering on Twitch and dropouts and huge spikes on games, especially LoL, because all of this happened so suddenly and out of the blue after years of good service, It's extremely frustrating for me because I don't know what to do, on top of that whenever I phone tech support (offshore always) they always don't seem to know what I'm talking about when I mention latency and packet loss, and just hang up on me after a while or transfer me to someone else to get me off their line.. I'm at a loss here, I set up a monitor yesterday so there isn't as much info but from what I can seem there's constant packet loss after 2pm which is exactly when I started watching livestreams or tried to play games.. I hope someone here can provide some info for me, apologies if I leave anything out, I've never had issues with latency before.

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

Downstream:

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

13070000002.740256 qam22
21390000001.435256 qam1
31470000001.535256 qam2
41550000001.735256 qam3
51630000001.535256 qam4
61710000001.536256 qam5
71790000001.738256 qam6
81870000001.738256 qam7
91950000001.538256 qam8
102030000001.538256 qam9
112110000001.537256 qam10
122190000001.531256 qam11
13227000000134256 qam12
14235000000138256 qam13
152430000001.538256 qam14
16251000000238256 qam15
172590000002.240256 qam16
182670000002.438256 qam17
192750000002.538256 qam18
202830000002.740256 qam19
212910000002.540256 qam20
222990000002.738256 qam21
233150000002.740256 qam23
243230000002.740256 qam24

 

Upstream bonded channels

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

1393999934.8512064 qam12
2326000214.8512064 qam13
3462000194.95512064 qam11
4537000075.1512064 qam10

 

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;
17/10/2019 15:33:28ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 15:44:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Recent Latency issues

Hello

Thank you for the stats to let you know you need to multipe the power by 10 to get the actual figures,

Upstream

DOCSIS 2 @ 5120 Ksyms/sec

Single Channel Locked

2 Channels Locked

3 or 4 Channels Locked

UPSTREAM 16QAM

+23 to +58 dBmv

+23 to 55 dBmv

+23 to 52 dBmv

UPSTREAM 64QAM

+23 to +57 dBmv

+23 to 54 dBmv

+23 to 51 dBmv

One channel is right on the limit.

Downstream

 dBmv @ 6952 Ksyms/sec

Per DS Channel

Bonded total power **

DOWNSTREAM 64QAM

-17 to +13 dBmv

 < 33 dBmv

DOWNSTREAM 256QAM

-13 to +17 dBmv

 < 33 dBmv

13 of your channels are too high, as per note multiple your figures by 10.

Your may need an engineer while your waiting for a VM staff member to pick this up, can you 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.

Regards Mike

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I dont work for VirginMedia all opinions are my own.
39 years in IT.
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