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Rubber banding (packets loss) in FPS on VM/500mb HUB 4

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creative_ltu
Tuning in

on ‎26-03-2022 12:43

Hi all,

I started to experience ''rubber banding'' (packets loss) problems while playing CS GO.

I had Virgin 350mb from last June. 1 month ago or so I upgraded using Bolt promotion to 500mb speed for free . Problems coincidently started around that time. 

Bow every time when I play CS GO , I experience packet loss and it's crushing me internally when I try to play competitive matches. 

What I tried so far:

My pc is connected through LAN cable to HUB 4.

Tried to restart hub, tried to disconnect  and leave it for whole night .

Reinstalled Steam and CS GO (just in case)

When playing  CS GO using Mobile phone internet (TETHERING USB), everything works fine.

Please find my BQM live graph (each time I play CS GO  game it starts to lose packets ).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29b96acf2c0429453b0991015c35530c01...

 

Tried to talk with customer support, but was struggling to explain the issue. 

They tried to claim that everything is fine when they do checks and that I should be one happy customer. It took me 15min to explain that it's problem with packet loss and not speed or ping and that it's impossible to play games with that. Girl put me on hold and then 15min after waiting I got disconnected. They tried to ring me 2 times  but  no sound on their end. I didn't tried to ring them back,  didn't wanted to waste half hour explaining to someone same thing. 

Soul crushing experience when you try to play FPS games.  Any help would much appreciated.

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Kath_F
Forum Team
Forum Team

on ‎29-03-2022 10:26

Hi creative_ltu, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to see you're having issues with your connection. As mentioned by Andrew-G, we are going to need to get an engineer out to check things over. Our systems are showing an issue with the Signal levels as well as the issue with the upstream channels that Andrew-G mentioned. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

 

Thanks,

 

Kath_F ✨
Forum Team

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Adduxi
Very Insightful Person
Very Insightful Person

on ‎27-03-2022 11:07

I noticed @Andrew-G has escalated, but can you post your power levels and network log in the meantime.  Thanks

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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creative_ltu
Tuning in
In response to Adduxi

on ‎27-03-2022 14:36

Thanks for reply. I will try to log all info while playing tonight. Could you just remind me please,  where  can I find requested info.

Thanks

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Andrew-G
Alessandro Volta
In response to creative_ltu

on ‎27-03-2022 17:56

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.

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creative_ltu
Tuning in
In response to Andrew-G

on ‎27-03-2022 19:55

Thanks for detailed steps, unfortunately when I press "Check router status" no window with five tabs shows up, it's just stuck in blank white window.

Any way to get this info from logged in to router options?

Capture.JPG

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Andrew-G
Alessandro Volta
In response to creative_ltu

on ‎28-03-2022 15:26

If you can log in and see the hub's settings, then you will find the same status data somewhere under Admin>Tools or Advanced settings>Tools>Network status.  I'm running a Hub 5, so can't be 100% sure the menus are exactly the same, but should be visible.

If not, you might need to do a pinhole reset.

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creative_ltu
Tuning in
In response to Andrew-G

on ‎29-03-2022 01:28

Managed to find it  inside router as you said, thanks. Here is info:

3.0 Downstream channels

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

21470000003.29999938.983261QAM2562
11390000003.09999838.983261QAM2561
31550000003.70000140.366287QAM2563
41630000003.79999940.366287QAM2564
51710000003.70000138.983261QAM2565
61790000003.90000238.983261QAM2566
71870000003.90000238.983261QAM2567
81950000004.00000038.983261QAM2568
92030000004.00000038.605377QAM2569
102110000003.90000240.366287QAM25610
112190000004.09999840.946209QAM25611
122270000004.00000040.366287QAM25612
132350000003.79999938.983261QAM25613
142430000003.59999840.366287QAM25614
152510000003.50000038.983261QAM25615
162590000003.40000238.983261QAM25616
172670000003.20000138.983261QAM25617
182750000003.00000038.983261QAM25618
192830000002.40000238.983261QAM25619
202910000002.09999840.366287QAM25620
212990000002.09999838.983261QAM25621
223070000002.20000138.983261QAM25622
233150000002.09999838.983261QAM25623
243230000002.00000038.983261QAM25624
253310000001.90000238.605377QAM25625
263390000002.20000140.366287QAM25626
273470000002.00000038.605377QAM25627
283550000002.09999838.983261QAM25628
293630000001.90000238.983261QAM25629
303710000002.09999838.983261QAM25630
313790000001.90000238.983261QAM25631



3.0 Downstream channels

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

2Locked000
1Locked67649362500
3Locked67663382300
4Locked68267026200
5Locked68715203700
6Locked68507647500
7Locked68068086900
8Locked377760334400
9Locked25322125400
10Locked25152937100
11Locked25447974300
12Locked357371732600
13Locked24920718400
14Locked24641782700
15Locked24953136900
16Locked378895213400
17Locked24108291400
18Locked24486628300
19Locked24245794600
20Locked24235336500
21Locked24729725900
22Locked24634588500
23Locked24572810600
24Locked63077649100
25Locked63373905300
26Locked63538789800
27Locked63288278300
28Locked63664020700
29Locked63313480600
30Locked62733659200
31Locked30663014600



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked 1.82822678960
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creative_ltu
Tuning in
In response to creative_ltu

on ‎29-03-2022 01:29

3.0 Upstream channels

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

13940000035.0205995120 KSym/sec64QAM8
24620000034.7705995120 KSym/sec64QAM7
35370000034.7705995120 KSym/sec64QAM6
46030000035.0205995120 KSym/sec64QAM5



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0040
2US_TYPE_STDMA0040
3US_TYPE_STDMA0040
4US_TYPE_STDMA0040

 

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creative_ltu
Tuning in
In response to creative_ltu

on ‎29-03-2022 01:31

Network Log

Time Priority Description

Mon 28/02/2022 11:29:315MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:29:323No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:30:346Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:31:003Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:31:303No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:32:353DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:32:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:34:093DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:34:333No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:35:573DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:35:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:37:143Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:37:344Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:37:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:39:183DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:39:313Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:39:453No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:575ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:45:113No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:384T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:383REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:503No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:52:185MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 12:03:233No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/03/2022 23:40:424DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 04/03/2022 22:24:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/03/2022 11:40:424DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/03/2022 18:06:563No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/03/2022 23:40:414DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 11:13:183No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 22:18:335MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 22:18:435RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 22:18:586CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/03/2022 00:28:295MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/03/2022 00:28:395RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/03/2022 00:28:496CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/03/2022 00:53:445MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/03/2022 00:53:545RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/03/2022 00:54:276CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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creative_ltu
Tuning in
In response to creative_ltu

on ‎29-03-2022 01:35

Network lag  MAC was changed in previous post to ** for some reason, default protection of forum perhaps? 

In my BQM, all packets loss in red when  shows it pretty much happening while I'm gaming. But when used mobile internet, everything was fine  😕

Hopefully this will help to understand what is causing this problem. 

 

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