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Paulando
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Unstable connection - high latency etc

I’m putting this on the gaming forum, but it really affects any kind of video/game streaming, gaming, even music streaming occasionally.

Our speeds are fine (we are on the 200Mb service), but every 15 seconds or so the ping shoots up and it makes many services unusable. Streaming either pauses or reduces in quality, and things like Stadia are impossible to use. We stream white noise through our Sonos system to help the baby sleep, and it’s started to randomly stop because of our internet connection.

Tried the usual reboot/hard reset, it’s with wired and wireless connections, and for the last 8 years our connection has been perfect.

Any advice is hugely appreciated, because it’s becoming really frustrating.

Live BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/361f14edce3175ef0d96f2ef30cdcaffe1... 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

330750000

12

38

256 qam

25

2

218750000

12.6

40

256 qam

11

3

226750000

12.5

38

256 qam

12

4

234750000

12.5

38

256 qam

13

5

242750000

12.5

38

256 qam

14

6

250750000

12.5

38

256 qam

15

7

258750000

12.5

38

256 qam

16

8

266750000

12.6

37

256 qam

17

9

274750000

12.6

38

256 qam

18

10

282750000

12.6

38

256 qam

19

11

290750000

12.5

38

256 qam

20

12

298750000

12.5

38

256 qam

21

13

306750000

12.5

40

256 qam

22

14

314750000

12.4

38

256 qam

23

15

322750000

12

38

256 qam

24

16

370750000

12

40

256 qam

26

17

378750000

12

38

256 qam

27

18

386750000

11.8

38

256 qam

28

19

394750000

11.8

38

256 qam

29

20

402750000

11.6

38

256 qam

30

21

410750000

11.8

38

256 qam

31

22

418750000

11.6

38

256 qam

32

23

426750000

11.9

40

256 qam

33

24

434750000

12

38

256 qam

34

 

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Paulando
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Message 2 of 11
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Re: Unstable connection - high latency etc

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

22

0

2

Locked

40.9

23

0

3

Locked

38.9

26

0

4

Locked

38.9

18

0

5

Locked

38.9

21

0

6

Locked

38.6

13

0

7

Locked

38.6

19

0

8

Locked

37.6

17

0

9

Locked

38.6

13

0

10

Locked

38.9

17

0

11

Locked

38.9

16

0

12

Locked

38.9

43

0

13

Locked

40.3

24

0

14

Locked

38.9

24

0

15

Locked

38.9

27

0

16

Locked

40.3

22

0

17

Locked

38.6

33

0

18

Locked

38.9

47

0

19

Locked

38.9

30

0

20

Locked

38.6

29

0

21

Locked

38.6

26

0

22

Locked

38.9

18

0

23

Locked

40.3

11

0

24

Locked

38.9

21

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

1

32600000

34.5

5120

64 qam

2

25800000

34

5120

32 qam

3

39400000

34.5

5120

64 qam

4

46200000

34.5

5120

64 qam

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Paulando
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Message 3 of 11
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Re: Unstable connection - high latency etc

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

19

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

2

0

 

Network Log

Time

Priority

Description

09/12/2020 21:09:28

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/12/2020 21:08:56

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/12/2020 10:14:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/12/2020 11:08:43

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/12/2020 11:08:43

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/12/2020 14:27:56

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/12/2020 09:09:33

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/12/2020 09:09:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/11/2020 23:28:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/11/2020 23:22:22

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/11/2020 23:22:22

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/1970 14:07:16

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/1970 14:04:34

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:28

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:55

Warning!

ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 05:56:46

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 05:56:46

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 13:22:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 04:32:15

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 04:32:15

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Andrew-G
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Message 4 of 11
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Re: Unstable connection - high latency etc

Downstream power's too high, upstream SNR is (in my view) borderline.  I'll flag that for the staff to advise on next steps - they can book a technician if needed, response times a bit variable, but hopefully will be within 24 hours.

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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Katie_WT
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Message 5 of 11
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Re: Unstable connection - high latency etc

Hi there @Paulando

 

Welcome to our Community and thanks for your first post - sorry that you've been having some issues with your broadband recently. (Cheers to our VIP @Andrew-G for flagging to us)

 

I have located your account from here and can also see that there are issues with the Downstream; it's out of specification of what we'd expect to see and could be adding to your issues. There are a few errors showing from this end and the Hub is slightly out of specifications so I have made some changes from this end to see if it helps.

 

It's been around 5 days since the Hub was rebooted so can I ask that you reboot for me so I can take another look once that's been done? We can also see that you're currently using the hub in Modem mode; if you could connect direct for us to do some more checks that would be great. 

 

Hope to hear back from you soon

 

Cheers

Katie - Forum Team


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Paulando
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Message 6 of 11
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Re: Unstable connection - high latency etc

Thanks Katie!

I’ve now switched it back to router mode and disconnected my other router - if that’s what you meant? 🙂

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Chris_W1
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Message 7 of 11
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Re: Unstable connection - high latency etc

Hi Paulando, I have looked into this and is all showing red. can you confirm if you are showing any symptoms as an engineer will be needed. 

 

Chris

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Paulando
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Message 8 of 11
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Re: Unstable connection - high latency etc

Thanks Chris.

After switching back to router mode and connecting directly to the Hub 3.0, the connection is the same - a high ping every 10/15 seconds or so, which ruins any kind of streaming service I’m afraid 😕

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Chris_W1
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Message 9 of 11
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Re: Unstable connection - high latency etc

Can you confirm ig you are showing any symptoms of corvid 19? Yes we can only test when in router mode and gives us an accurate result of the connection. ^Chris 

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Paulando
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Message 10 of 11
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Re: Unstable connection - high latency etc

Hey! Nope, there are two of us that live here and neither are showing symptoms 🙂

Thank you!

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