Virgin Media Community

[creative_ltu]

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.

[Adduxi]

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

[creative_ltu]

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

[Andrew-G]

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.

[creative_ltu]

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?

[Andrew-G]

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.

[creative_ltu]

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

2	147000000	3.299999	38.983261	QAM256	2
1	139000000	3.099998	38.983261	QAM256	1
3	155000000	3.700001	40.366287	QAM256	3
4	163000000	3.799999	40.366287	QAM256	4
5	171000000	3.700001	38.983261	QAM256	5
6	179000000	3.900002	38.983261	QAM256	6
7	187000000	3.900002	38.983261	QAM256	7
8	195000000	4.000000	38.983261	QAM256	8
9	203000000	4.000000	38.605377	QAM256	9
10	211000000	3.900002	40.366287	QAM256	10
11	219000000	4.099998	40.946209	QAM256	11
12	227000000	4.000000	40.366287	QAM256	12
13	235000000	3.799999	38.983261	QAM256	13
14	243000000	3.599998	40.366287	QAM256	14
15	251000000	3.500000	38.983261	QAM256	15
16	259000000	3.400002	38.983261	QAM256	16
17	267000000	3.200001	38.983261	QAM256	17
18	275000000	3.000000	38.983261	QAM256	18
19	283000000	2.400002	38.983261	QAM256	19
20	291000000	2.099998	40.366287	QAM256	20
21	299000000	2.099998	38.983261	QAM256	21
22	307000000	2.200001	38.983261	QAM256	22
23	315000000	2.099998	38.983261	QAM256	23
24	323000000	2.000000	38.983261	QAM256	24
25	331000000	1.900002	38.605377	QAM256	25
26	339000000	2.200001	40.366287	QAM256	26
27	347000000	2.000000	38.605377	QAM256	27
28	355000000	2.099998	38.983261	QAM256	28
29	363000000	1.900002	38.983261	QAM256	29
30	371000000	2.099998	38.983261	QAM256	30
31	379000000	1.900002	38.983261	QAM256	31

3.0 Downstream channels

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

2	Locked	0	0	0
1	Locked	676493625	0	0
3	Locked	676633823	0	0
4	Locked	682670262	0	0
5	Locked	687152037	0	0
6	Locked	685076475	0	0
7	Locked	680680869	0	0
8	Locked	3777603344	0	0
9	Locked	253221254	0	0
10	Locked	251529371	0	0
11	Locked	254479743	0	0
12	Locked	3573717326	0	0
13	Locked	249207184	0	0
14	Locked	246417827	0	0
15	Locked	249531369	0	0
16	Locked	3788952134	0	0
17	Locked	241082914	0	0
18	Locked	244866283	0	0
19	Locked	242457946	0	0
20	Locked	242353365	0	0
21	Locked	247297259	0	0
22	Locked	246345885	0	0
23	Locked	245728106	0	0
24	Locked	630776491	0	0
25	Locked	633739053	0	0
26	Locked	635387898	0	0
27	Locked	632882783	0	0
28	Locked	636640207	0	0
29	Locked	633134806	0	0
30	Locked	627336592	0	0
31	Locked	306630146	0	0

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

1.8

282267896

0

[creative_ltu]

3.0 Upstream channels

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

1	39400000	35.020599	5120 KSym/sec	64QAM	8
2	46200000	34.770599	5120 KSym/sec	64QAM	7
3	53700000	34.770599	5120 KSym/sec	64QAM	6
4	60300000	35.020599	5120 KSym/sec	64QAM	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	4	0
2	US_TYPE_STDMA	0	0	4	0
3	US_TYPE_STDMA	0	0	4	0
4	US_TYPE_STDMA	0	0	4	0

[creative_ltu]

Network Log

Time Priority Description

Mon 28/02/2022 11:29:31	5	MIMO 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 11:29:32	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:30:34	6	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:31:00	3	Received 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 11:31:30	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:32:35	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:32:59	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:34:09	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:34:33	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:35:57	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:35:57	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:37:14	3	Received 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 11:37:34	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:37:53	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:39:18	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:39:31	3	Received 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 11:39:45	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:57	5	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:45:11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:26	5	MIMO 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 11:50:38	4	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:38	3	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:50:50	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 28/02/2022 11:52:18	5	MIMO 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 12:03:23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/03/2022 23:40:42	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 04/03/2022 22:24:28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/03/2022 11:40:42	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/03/2022 18:06:56	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/03/2022 23:40:41	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 11:13:18	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 22:18:33	5	MIMO 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 22:18:43	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/03/2022 22:18:58	6	CM-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 00:28:29	5	MIMO 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 00:28:39	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/03/2022 00:28:49	6	CM-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 00:53:44	5	MIMO 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 00:53:54	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/03/2022 00:54:27	6	CM-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;

[creative_ltu]

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.