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rony66
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Warzone lag

I'm having serious problems with my internet while trying to play online games (Call of Duty). My in game ping constantly fluctuates from around 50ms to 400ms therefore cause me to lag. 

I have the Hub 4 and im using a wired connection. 
engineer has done a line test and provided a new router and does not know what to do now (new router installed yesterday)

When conducting a speed test my jitter can be anywhere upwards of 15ms which i understand is probably the main reason behind my game lagging. 

I was wondering if you had any suggestions on what i could do to get this problem fixed as it has been happening for probably 2 years now. 


i pay for 300mbps and when doing a speed test it reaches that but the game lags every day

Thanks

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MatthewS1993
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Message 2 of 25
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Re: Warzone lag

Let's see how latency and packet loss are on your connection: Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

Next, connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts

If I've helped in any way, please give me Kudos and mark my response as a helpful answer!



I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such
RedGooner
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Re: Warzone lag

Is your SH4 in Router or Modem mode ????

--
Red (VM SH2 AC Beta tester)
Running on 1Gbps VM service with SH4 in Modem Mode, with a ASUS GT-AX6000 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
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Corey_C
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Re: Warzone lag

Thanks for your post and welcome to the Community Forums, rony66,

 

Sorry to that you have been having broadband lagging issues. How has the service been since your post? Have you been able to try MatthewS1993's suggestions?

Let us know if you need further help.

 

Cheers,

Corey C

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darmo
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Re: Warzone lag

Hi, don't mean to hijack this thread, but i too am having a similar issue with the game and virgin. i set up a BQM today here is a link to the live graph, i'll also post my router network status (FYI it is a hub 4 in modem mode, connected to a Asus AX86)

Live BQM Graph (Direct link, opens in new tab) 

My Broadband Ping - 22/04/2022

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darmo
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Re: Warzone lag

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 9.400002 40.366287 QAM256 25
1 139000000 7.199997 40.366287 QAM256 1
2 147000000 7.199997 40.366287 QAM256 2
3 155000000 7.099998 40.366287 QAM256 3
4 163000000 7.199997 40.946209 QAM256 4
5 171000000 7.199997 40.366287 QAM256 5
6 179000000 7.199997 40.946209 QAM256 6
7 187000000 7.300003 40.366287 QAM256 7
8 195000000 7.300003 40.366287 QAM256 8
9 203000000 7.199997 40.366287 QAM256 9
10 211000000 7.000000 40.946209 QAM256 10
11 219000000 6.800003 40.946209 QAM256 11
12 227000000 6.199997 40.366287 QAM256 12
13 235000000 5.800003 40.366287 QAM256 13
14 243000000 6.099998 40.366287 QAM256 14
15 251000000 6.599998 40.366287 QAM256 15
16 259000000 7.099998 40.366287 QAM256 16
17 267000000 8.199997 40.946209 QAM256 17
18 275000000 9.199997 40.366287 QAM256 18
19 283000000 9.300003 40.946209 QAM256 19
20 291000000 9.000000 40.946209 QAM256 20
21 299000000 9.099998 40.366287 QAM256 21
22 307000000 9.199997 40.946209 QAM256 22
23 315000000 9.300003 40.366287 QAM256 23
24 323000000 9.699997 40.946209 QAM256 24
26 339000000 9.599998 40.946209 QAM256 26
27 347000000 9.300003 40.946209 QAM256 27
28 355000000 9.199997 40.946209 QAM256 28
29 363000000 9.000000 40.366287 QAM256 29
30 371000000 8.099998 40.946209 QAM256 30
31 379000000 8.000000 40.946209 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.366287 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.946209 0 0
5 Locked 40.366287 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.946209 0 0
11 Locked 40.946209 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.946209 0 0
18 Locked 40.366287 0 0
19 Locked 40.946209 0 0
20 Locked 40.946209 0 0
21 Locked 40.366287 0 0
22 Locked 40.946209 0 0
23 Locked 40.366287 0 0
24 Locked 40.946209 0 0
26 Locked 40.946209 0 0
27 Locked 40.946209 0 0
28 Locked 40.946209 0 0
29 Locked 40.366287 0 0
30 Locked 40.946209 0 0
31 Locked 40.946209 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 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 43 5.8 436724915 67

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 44.770599 5120 KSym/sec 64QAM 3
2 46200000 45.270599 5120 KSym/sec 64QAM 1
3 25800000 44.770599 5120 KSym/sec 64QAM 4
4 39400000 45.270599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 1 0

 

Network Log
Time Priority Description
Thu Mar 10 04:30:14 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 10 04:38:49 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 10 14:59:04 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 10 16:59:00 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 11 10:00:38 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 11 11:04:10 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 12 12:34:38 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 12 15:30:18 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 13 16:30:14 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 13 17:51:32 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 13 19:39:07 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 15 08:15:25 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 15 08:58:27 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 15 10:45:55 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 15 10:57:03 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 15 23:07:31 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 17 04:30:14 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 17 11:32:23 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 17 21:52:51 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 18 17:30:10 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 20 16:30:14 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 20 21:08:06 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 23 17:03:14 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 23 17:08:28 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 24 21:46:58 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 25 16:46:57 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 25 20:36:00 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 28 12:09:01 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 29 04:45:55 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 29 16:23:30 2022 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 31 00:11:50 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 1 00:09:01 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr 2 00:12:09 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 4 12:09:01 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Apr 4 17:28:43 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 8 00:09:01 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 8 03:37:52 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Apr 9 21:33:36 2022 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 Apr 9 23:21:11 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 12 10:51:13 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Apr 13 02:01:38 2022 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 15 12:00:13 2022 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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darmo
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Message 7 of 25
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Re: Warzone lag

So as you can my graph is all red after close to 24hrs of BQM. This cant be good right?
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Paulina_Z
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Message 8 of 25
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Re: Warzone lag

Hi @darmo,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're experiencing some issues with your game latency! We do advise creating your own thread, so our teams can help you individually, but I'll be happy to assist you now.

I was able to run some further checks on our systems and I can see that your downstream power levels are not looking so great. They are our of spec and could be responsible for your poor connection. In order to have this investigated further, I would need to arrange for a technician appointment to your property, so an engineer can investigate this problem further. 

In order to arrange this, I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

Paulina_Z
Forum Team



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Paulina_Z
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Message 9 of 25
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Re: Warzone lag

Hi @darmo,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing lag and disconnection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.

Paulina_Z
Forum Team



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darmo
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Message 10 of 25
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Re: Warzone lag

ok

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