Very high latency, packet loss, and ping spikes

[Kolima]

Hello all again,

I've been asked via twitter to post once more as my previous thread had not lead to anything ( not even a technician being dispatched because they say the problem does not exist ), but I don't think that looking at the last 10 days of BQM is arguable that there is not a ping spike problem.

Customer service won't help, neither did twitter. I really need an engineer to look into this. I'm connected to the router via Cat6a ethernet, less than 5 mt away. 

this is the live BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/46da60212a7aefd130b559f88231ded70dd37c17

and this are the previous days:

           

[angelastinson]

most of your graphs dont even look to bad, this is what im dealing with right now lol 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a9bbbc912ac7bac4844dcebf4c9a36a20079664-29-12-2021

ive had 2 engineers no luck im sick of it now hope you get help but yours doesnt look to bad tbh. 

[nothappywithu]

Agreed it does not look to bad but again it is still an issue Virgin are getting away with way to often i have hadat least 4 tech visits a new line to the house laid and a new crud hub 4 but mine is still shockingly bad i doubt wether any issues will be truly resolved as they always claim no issue found no utilization issue no faults on line we dont read feom a script and everything is fine my issues in post below

https://community.virginmedia.com/t5/Gaming-Support/shocking-latency-massive-lag-in-game-wv10-200MB/...

[nothappywithu]

please excuse spelling early morning rage typing

[Adduxi]

You need to reboot your Hub and post the power levels and network log.  Do not use screenshots, just copy and paste the text into several posts.

[2021technology]

It's overutilization in your area. Switch provider and don't let them waste your time with their suggestions / engineer visits.

[Kolima]

I'm going to be honest, I just want a straight answer out of Virgin because if is just the case it's okay, but I will change provider because I'm not staying with anything less than perfect.

[Kolima]

I need the service to be as described honestly, I would't settlle for good enough 🙂

[Kolima]

Here are all the levels:

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	9.5	40	256 qam	1
2	147000000	9.3	40	256 qam	2
3	155000000	9.3	40	256 qam	3
4	163000000	9.1	40	256 qam	4
5	171000000	9.3	40	256 qam	5
6	179000000	9	40	256 qam	6
7	187000000	8.9	40	256 qam	7
8	195000000	8.6	40	256 qam	8
9	203000000	8.1	38	256 qam	9
10	211000000	7.8	40	256 qam	10
11	219000000	7.8	40	256 qam	11
12	227000000	7.5	40	256 qam	12
13	235000000	7.4	38	256 qam	13
14	243000000	7	40	256 qam	14
15	251000000	7.3	40	256 qam	15
16	259000000	7.1	40	256 qam	16
17	267000000	7.3	40	256 qam	17
18	275000000	7.8	40	256 qam	18
19	283000000	7.6	40	256 qam	19
20	291000000	8.1	40	256 qam	20
21	299000000	8.9	40	256 qam	21
22	307000000	8.6	40	256 qam	22
23	315000000	9	40	256 qam	23
24	323000000	9.5	40	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	5	0
2	Locked	40.3	5	0
3	Locked	40.3	4	0
4	Locked	40.3	19	0
5	Locked	40.3	20	0
6	Locked	40.3	19	0
7	Locked	40.3	17	0
8	Locked	40.3	6	0
9	Locked	38.9	7	0
10	Locked	40.3	5	0
11	Locked	40.9	5	0
12	Locked	40.3	8	0
13	Locked	38.9	10	0
14	Locked	40.3	2	0
15	Locked	40.3	5	0
16	Locked	40.9	5	0
17	Locked	40.3	7	0
18	Locked	40.3	9	0
19	Locked	40.9	8	0
20	Locked	40.3	12	0
21	Locked	40.3	13	0
22	Locked	40.3	12	0
23	Locked	40.3	14	0
24	Locked	40.3	18	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	44.5	5120	64 qam	1
2	53700000	43.5	5120	64 qam	2
3	46200010	43.2	5120	16 qam	3
4	39400000	42.7	5120	16 qam	4


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log
Time	Priority	Description
31/12/2021 15:29:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 04:08:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 16:23:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 16:45:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2021 05:18:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 19:19:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2021 14:28:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 19:35:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 18:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2021 03:22:10	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2021 19:30:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 14:23:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 14:22:21	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 02:27:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 20:24:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 22:02:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 08:55:53	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 08:53:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 08:53:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 08:53:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Your DS is very near the top of the range and two of your US channels are 16QAM, they should be 64. Usually this is noise in the circuit so VM will need to fix this for sure. 
None of your BQM’s are showing over utilisation btw.