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Very high Jitter and Packet Loss. Again.

Time for my quarterly quarrel regarding line quality!

Disclaimers:

  • I am not using Wi-Fi
  • I am using Modem Mode
  • I have not passed GO and not collected £200

Streaming services and "casual browsing" are generally usable, but gaming is very unreliable and experiences various symptoms including but not limited to: rubber-banding, prediction errors, packet loss, high latency.

I've been having this issue on and off for the past few years. This was last rectified in December after the tap snapped in the cabinet and completely severed service for a few days - the tap was replaced and 10db attenuator attached to this end of the line.

BQM:

Downstream Stats:

Downstream bonded channels

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

1466750000-0.438256 qam33
2218750000-237256 qam11
3226750000-237256 qam12
4234750000-1.937256 qam13
5242750000-237256 qam14
6250750000-2.237256 qam15
7258750000-2.237256 qam16
8266750000-237256 qam17
9274750000-1.737256 qam18
10282750000-1.438256 qam19
11290750000-1.238256 qam20
12298750000-138256 qam21
13306750000-0.938256 qam22
14314750000-0.738256 qam23
15322750000-0.738256 qam24
16402750000038256 qam25
17410750000038256 qam26
18418750000-0.238256 qam27
19426750000-0.238256 qam28
20434750000-0.538256 qam29
21442750000-0.738256 qam30
22450750000-0.438256 qam31
23458750000-0.238256 qam32
24474750000-0.538256 qam34


Downstream bonded channels

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

1Locked38.611115980
2Locked37.67971700
3Locked37.68051773
4Locked37.37631662
5Locked37.67671701
6Locked37.68242088
7Locked37.67921753
8Locked37.66891799
9Locked37.66621826
10Locked38.65931939
11Locked38.96132009
12Locked38.96963132
13Locked38.66323565
14Locked38.66533239
15Locked38.66673092
16Locked38.919172349
17Locked38.67613626
18Locked38.66033908
19Locked38.97153921
20Locked38.68944271
21Locked38.68524359
22Locked38.97654307
23Locked38.97974103
24Locked38.913855548

 

Network log to follow so as not to exceed the post limit.

Previous Thread:
https://community.virginmedia.com/t5/Gaming-Support/Ping-and-Packet-Loss-Again/m-p/4016446

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Re: Very high Jitter and Packet Loss. Again.

As promised, Network Log:

Network Log

Time Priority Description

21/03/2020 03:12:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 01:59:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 01:59:49ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 12:34:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 05:22:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:08:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 22:34:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 21:00:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 21:00:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 00:33:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 20:39:48noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2020 20:39:48ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2020 21:21:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2020 01:07:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2020 07:54:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2020 07:54:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/03/2020 04:32:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2020 01:59:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2020 00:11:55noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2020 00:11:55ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Very high Jitter and Packet Loss. Again.

I know im nt gna be a help virgin media dont care. They came out to me in jan. Went ok 4 a little bit and now its poor. Im not in an congested area according to their technician. If it looks good on there side they aint interested. Gaming is all i mainly use for. Csnt do that now. Ehen u get chance go with sky. Im on verge unless it doesnt get rectified soon. My posts are up no good responses yet. Phoning is pointless. My upstream was a bit high not badly but other than that i dnt know what they did to help it but again 2weeks topps went shocking

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Re: Very high Jitter and Packet Loss. Again.

Unfortunately, most of the front-line support aren't able to help regarding "line quality" issues - most of their scripts only follow basic issues. This is because most people's faults are to do with their own equipment, or using wi-fi, and anything else they'll just book an engineer visit. They're only interested in seeing that the line is "connected" after which they struggle to understand what the problem is.

The only people who can help in this circumstance are "Tier 3" technical support or senior engineers. I did manage to speak to one a few years ago and had a call with a high-level network engineer, but this was only after calling up retentions with a view to terminating the service if they couldn't commit to diagnosing the fault.

I normally go via the forums first, as I have had some positive interactions with the staff on here who can get you through to the right technician. I see you've made a thread in the past two weeks. My advice now would be to call retentions (Call 150, then pick the "thinking of leaving Virgin" option) and be firm (but not rude) to the retention person. State what your real problem is - that you're paying for a premium service but not getting the service you expect.

I may have to go through that again myself, but I normally give the forums a try first to demonstrate that I've made a "reasonable effort" to try and resolve the issue myself before escalating.
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Re: Very high Jitter and Packet Loss. Again.

A week later, one engineer visit and several phone calls later, my issue remains unresolved and I've had no indication suggesting that this problem is being addressed.

From what other people are saying, this looks to be a Utilisation Fault. I would appreciate if one of the forum crew could help me get this issue raised!

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Re: Very high Jitter and Packet Loss. Again.

Hi AlteranAncient,

I am sorry to see that your BB service is running poorly especially with everything that is going on.  

I am a Virgin Technician and due to the COVID-19 I am self-isolating :(, I am unable to help customers in person and so i am available to help others with my personal experience gained from years of solving many complex service and installations jobs.

I can see that you have high pre and post errors. Its possible you can have SNR problems (Interference) on the coax cable. This can be caused by either old or loose connectors, damaged or kinked cables or worse from the street cab.  


I could do a diagnostic for you if you wish? Pm me and i can try to help further.


We’re currently directing customers to our messaging service for anything we can’t on the community. The number is 07533051809 – Customers just need to text the number with their problem and somebody will message them back asap.


Leave a Kudo if this helps.


Kind regards,
Virgin Media Field Technician.
Afshin


Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: Very high Jitter and Packet Loss. Again.

This is great - I have continued in a PM.
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