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leocompositing
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Unstable latency on Hub 3

Hi there,

I've been having a unstable latency and this has stopped me to work remotely. My company uses PCoIP and VoIP and relies on stable and latency lower than 60mbs. Could someone shed a light on the issue please? Thanks in advance,

Leo

Downstream bonded channels

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

13310000009.537256 qam25
22670000007.936256 qam17
32750000008.137256 qam18
42830000008.637256 qam19
52910000008.537256 qam20
62990000009.437256 qam21
73070000009.537256 qam22
83150000009.337256 qam23
93230000009.337256 qam24
103390000009.137256 qam26
113470000009.537256 qam27
123550000009.437256 qam28
133630000009.337256 qam29
143710000009.637256 qam30
153790000009.337256 qam31
163870000008.637256 qam32
173950000008.837256 qam33
184030000008.437256 qam34
194110000008.437256 qam35
204190000008.837256 qam36
21427000000837256 qam37
224350000008.537256 qam38
23443000000937256 qam39
244510000008.137256 qam40



Downstream bonded channels

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

1Locked37.6100
2Locked36.6150
3Locked37.3240
4Locked37.3140
5Locked37.3200
6Locked37.6330
7Locked37.61510
8Locked37.61120
9Locked37.6140
10Locked37.350
11Locked37.3110
12Locked37.3110
13Locked37.3200
14Locked37.6100
15Locked37.3390
16Locked37.6570
17Locked37.6190
18Locked37.3890
19Locked37.6240
20Locked37.340
21Locked37.6210
22Locked37.3280
23Locked37.320
24Locked37.3160

Upstream bonded channels

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

16030000037.4512064 qam1
23939997935.8512064 qam4
34620000036.5512064 qam3
45370000037512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0030

 

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leocompositing
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Re: Unstable latency on Hub 3

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9185f9c98fba03e012269fd516f618e9c6e4c679

 

Network Log

Time Priority Description

17/01/2021 12:17:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 11:45:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 11:33:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:24:40criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:24:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:24:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:24:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:24:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:22:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:22:30Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:20:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:20:9Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:17:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:17:38Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:15:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:15:28Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:13:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:13:38Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:10:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 12:10:6Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andruser
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Re: Unstable latency on Hub 3

Looks to me like a utilisation issue.  I could be wrong, and we've seen far worse, but that's no help to you when simple things like VOIP, video calls and gaming won't work.  Phone up and report the problem, see what they say.  If there's a problem and a fix date, see if they stick to that.  If there's a denial of any problem ("all looks good from our side, must be your equipment", or any hopeless excuses like "You've got too many wifi devices near the hub"), or if a fix date is stated, but then passes with no improvement, then you're looking at finding a new ISP.

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leocompositing
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Re: Unstable latency on Hub 3

Thank you

It's far worse in weekdays so it could be that it is over utilisation. VM is sending an engineer to my house tomorrow. They see no problems on their side.

What can I show him to understand the issue?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9185f9c98fba03e012269fd516f618e9c6...

Will this BQM graph be useful? What can he do to help with the problem?

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Re: Unstable latency on Hub 3

My stock reply:The BQM shows a typical over-utilisation pattern - you see how it's very poor during normal waking hours, and then peachy from about half past midnight to 9 am? Shows that the network and your hub are working perfectly when there isn't too much traffic.

Nothing you can do to improve matters. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation.  But sometimes that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. VM have a rather persistent history of issuing a fault reference and a "fix date", and as the fix date approaches it is simply moved a month or two ahead.  If you search the forum you'll find customers describing that time and again.

When VM say "looks good from our side" what that means is that the hub is reporting correct numbers for power levels, noise levels, error counts and modulation.  Which means that the technician won't find anything to fix.  Resolving over-utilisation is complicated, slow and expensive, not something that the field technicians can do. Your options:

1) Sit it out, and hope that either VM do carry out improvement works, or that this is Covid related and goes away as and when we get back to some semblance of normality.  Many instances of over-utilisation will clear up in this way, but some won't and there's no way of telling which is the case for your area.

2) Consider getting yourself a new ISP. But before doing anything you need to speak to a competent ISP (top right of this page) to establish what speed you'd get, and whether there's any FTTP options, and whether there's any contention problems (that's the Openreach equivalent of over-utilisation, VM aren't the only people with network problems). If you're in a fixed term contract you'll probably have to use the VM complaints process (and arbitration at CISAS if need be) to try and be released from contract without penalty - that can be effective, but equally can be slow and bureaucratic.  Note that the other man's grass is not always greener, and at the moment you may not even be able to get an Openreach connection installed, depending on their approach to lockdown. 

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