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Unacceptable latency affecting both work and recreation

Since mid-December 2019 I have had completely unusable latency to all servers globally, averaging around ~120 to those in Europe. This is across all applications including VOIP clients, games and video streaming services. My download and upload speeds are lower than what is expected from my package but they are acceptable, all I want to be fixed is this latency.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/de5188ac875b309116d0df75fc2690bb0ae8250d"><img alt="My Broadband Ping - VIRGIN MEDIA 25/3/2020" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/de5188ac875b309116d0df75fc2690bb0ae8250d.png" /></a>

 as you can see in my BQM, latency recovers to "normal" values in the middle of the night and returns to garbage soon after. This has been happening for around 4 months, well before COVID-19, so whilst I understand a fix will take much longer to roll out during these times, I don't think that is the cause for why my latency is this high, as these issues predate the pandemic.

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Re: Unacceptable latency affecting both work and recreation

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1227000000-2.236256 qam12
2139000000-2.536256 qam1
3147000000-2.237256 qam2
4155000000-2.937256 qam3
5163000000-3.437256 qam4
6171000000-2.236256 qam5
7179000000-237256 qam6
8187000000-2.236256 qam7
9195000000-2.437256 qam8
10203000000-2.436256 qam9
11211000000-2.237256 qam10
12219000000-2.237256 qam11
13235000000-2.437256 qam13
14243000000-2.736256 qam14
15251000000-2.737256 qam15
16259000000-2.736256 qam16
17267000000-2.737256 qam17
18275000000-2.736256 qam18
19283000000-2.436256 qam19
20291000000-2.536256 qam20
21299000000-236256 qam21
22307000000-2.436256 qam22
23315000000-2.236256 qam23
24323000000-2.436256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.616211566
2Locked36.632682678
3Locked37.328402587
4Locked37.326692412
5Locked37.325132997
6Locked36.623962946
7Locked37.322472876
8Locked36.319072603
9Locked37.618812793
10Locked36.618252366
11Locked37.316612007
12Locked37.315922108
13Locked37.314501404
14Locked36.613371164
15Locked37.312721000
16Locked36.61219882
17Locked37.31156897
18Locked36.31192918
19Locked36.610781132
20Locked36.611351050
21Locked36.311221138
22Locked36.310391171
23Locked36.69881325
24Locked36.310151342
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Re: Unacceptable latency affecting both work and recreation

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000005512064 qam1
2394000004.65512064 qam4
3462000004.8512064 qam3
4537000004.85512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Unacceptable latency affecting both work and recreation

Network LogTime Priority Description
25/03/2020 15:19:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 02:30:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 07:04:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 07:04:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 18:31:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 16:57:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 05:59:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2020 20:11:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 11:48:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 11:48:43ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 06:35:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 04:57:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2020 14:54:16ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2020 18:41:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2020 10:14:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2020 10:14:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2020 04:08:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 22:26:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 09:16:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/03/2020 08:25:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 12
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Re: Unacceptable latency affecting both work and recreation

That BQM looks like an over utilised area.  The PostRS errors are indicative of noise on the circuit. Reboot your Hub and keep an eye on the PostRS figures, if they increase quickly then an engineer will need to fix.  As for over utilisation VM would have to comment .....

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Message 6 of 12
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Re: Unacceptable latency affecting both work and recreation

Hi, thanks for the response. We've had an engineer over to clear the noise once before and iirc that fixed it for a while, but it seems to go back to being quite bad again relatively quickly. Could you explain what you mean by over utilised area?

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Message 7 of 12
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Re: Unacceptable latency affecting both work and recreation

To update, latency is bad today but better than yesterday, assumedly because fewer people are working from home on a Saturday so there is less traffic. I am in the SM5 area and have had a few people in the same and neighbouring postcodes reporting the same issue, any idea on the cause of this or an ETA for a fix?
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Message 8 of 12
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Re: Unacceptable latency affecting both work and recreation

We have also been having latency issues for months. Normally just a day or 2 midweek in the evenings however this past week it has been unbearable. Normal browsing works reasonably well however any form of online gaming is a no go and video conferance calls (now we're all working from home) are hit and miss at best. When using discord the "Voice Connected" indicator is up and down like a yoyo. Currently running BQM, does not look great. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e929f11da34cdcc13ec8f16d9112ff00e...   

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Message 9 of 12
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Re: Unacceptable latency affecting both work and recreation

Just hoping they will give us an ETA on a fix, so far they haven't said anything to me.

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Message 10 of 12
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Re: Unacceptable latency affecting both work and recreation

hopefully yes. However i havent managed to get through to anyone on the phone to be able to report it, they just point me towards the website then hangup. had the BQM running since yesterday,

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/c8... 

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