Very high latency on new line please help

[haboo]

Hi

I have recently joined VM after having left them a while back due to high latency etc. I have signed up with VM again on the 1gb plan. I remember the modem previously wasnt very good so I invested in a couple of eero pro 6s. My current line is showing very high latency still unfortunately, this isnt ideal for online gaming. I am hoping now that I can stick with VM and have these issues resolved.

I will post seperately the thinkbroadband graph which I ran for a day and the downstream/uptreams etc. 

Any help would be greatly appreciated, thanks

[haboo]

3.0 Downstream channels

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

25	331000000	6.2	38.6	QAM256	25
6	179000000	5.6	39	QAM256	6
7	187000000	5.7	39	QAM256	7
8	195000000	5.4	39	QAM256	8
9	203000000	5.6	38.6	QAM256	9
10	211000000	5.9	39	QAM256	10
11	219000000	5.8	39	QAM256	11
12	227000000	6.1	38.6	QAM256	12
13	235000000	6.3	39	QAM256	13
14	243000000	6.4	39	QAM256	14
15	251000000	6.2	39	QAM256	15
16	259000000	6.8	39	QAM256	16
17	267000000	7.1	39	QAM256	17
18	275000000	7.2	39	QAM256	18
19	283000000	7.2	39	QAM256	19
20	291000000	6.8	38.6	QAM256	20
21	299000000	7	39	QAM256	21
22	307000000	7.3	39	QAM256	22
23	315000000	6.7	39	QAM256	23
24	323000000	6.6	38.6	QAM256	24
26	339000000	6.1	39	QAM256	26
27	347000000	6.6	39	QAM256	27
28	355000000	6.4	39	QAM256	28
29	363000000	6.4	39	QAM256	29
30	371000000	6.8	39	QAM256	30
31	379000000	6.1	39	QAM256	31
32	387000000	6	39	QAM256	32
34	395000000	6.2	39	QAM256	34
35	403000000	5.6	38.6	QAM256	35
36	411000000	6.6	39	QAM256	36
37	419000000	6.3	39	QAM256	37

3.0 Downstream channels

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

25	Locked	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.605377	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	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

41

6.3

203341212

0

[haboo]

3.0 Upstream channels

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

1	32600000	39.5	5120 KSym/sec	64QAM	5
2	39400000	39.8	5120 KSym/sec	64QAM	4
3	53700000	40	5120 KSym/sec	64QAM	2
4	46200000	39.8	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	239774
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	239773
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Network Log

Time Priority Description

Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 12:56:31	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 13:26:19	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 13:26:19	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 14:26:19	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 14:26:19	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 20:14:45	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 13/08/2022 20:14:56	6	SW Download INIT - Via Config file cmreg-vmdg640-bbt076+voc-b.cm
Sat 13/08/2022 20:16:19	6	SW download Successful - Via Config file
Sat 13/08/2022 20:18:54	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 14/08/2022 14:04:46	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[haboo]

[jem101]

Well the BQM is a bit 'spiky' but I have seen worse. The stats from the hub are just about spot on, nothing of interest much there - well except for all the zeros in the Pre and Post RS error columns which does defy common sense and makes you wonder what else the hub might not be reporting properly?

Now when you say recently, how recently? Are you in your 14 day cooling off period? If you are, then my honest advice is to cancel now and get another supplier - this is not one of those things that will be quickly and easily 'fixed' and that assumes that VM regard your connection as being faulty and needing fixing at all! Once you've gone past the 14 days, you really are stuck with it.

[haboo]

Yes within the 14 days. Unfortunately I might be without many options.

I had full fibre with another provider which worked a dream, until one day it stopped working, 4 weeks later they are trying to fix it and it doesnt look likely it will be fixed. On the 23rd my services with them will stop. Since there seems to be an openreach problem at my address that rules out most options besides from VM.

What is the significance of having 0s? Does that mean there is an error with the hub as it should be reading something there?

[Matthew_ML]

Hey haboo, thank you for reaching out and and a warm welcome to the community, I am sorry to see you are having some connection issues.

I have taken a look at our side and I can't see any major issues since you posted this, everything is looking great.

However I will send you a PM, so we can run some further tests with you. Thanks