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Trypta
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latency issues

Hello. Lately, I've had issues with high latency spikes throughout the day. It leads to rubber-banding issues and disconnections in games for example, webpages timing out etc, I'm on 50meg with a superhub 2ac (refusing to upgrade to a superhub 3). It's basically mostly unusable because of this and not really fit for the purpose I'v had in mind.
This is via a brand new cat6 cable connected to my computer as well as I've already checked every variable on my side. I've been pinging my router and noticed while mostly <1MS there will be point where it will time out occasionally. I've been doing external ping tests too and it's jumping anywhere between 14ms to 250ms to a server in manchester. I'm in area 30.

8886186997c55667b421bae080acdaf2557a524a

ping.png

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jpeg1
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Message 2 of 8
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Re: latency issues

That's a pretty awful BQM trace.

You should post up here your upstream and downstream logs from the Hub.

I don't blame you for clinging to the 2ac - I'm doing the same - but you might like to investigate changing to a faster package. You don't have to replace the router for anything up to 200 Mb/s. And I suspect VM would be happy to move you to 100Mb for little more than a new 12month contract.  It's worth trying to see what they will offer.

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Trypta
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Re: latency issues

It's nice to see someone noticing that there's a problem, lol.

I've rang customer support twice now already. The first time they sent an engineer out after doing a loopback test over the phone but the engineer was useless. He changed a splitter and coaxial and said that "50meg for gaming was a bit low".
I said I didn't care about the bandwidth, I just wanted a reliable connection and steady latency. I shouldn't be having drop-outs like I have been. He said my power levels seem okay and I should just watch how many devices I have connected as once.

I said there's only 2 people living here and the other person was away for the past week so I know it's not down to our usage. He then blathered on about upgrading and gave me his details if any of my friends wanted to get broadband too and then left. No! I wanted him to fix my problem. Why would I recommend you when I have a problem you haven't even fixed??? Bizarre. 

So anyway, I rang back customer support the next day saying the situation hadn't improved at all, the woman did some checks and said she would send me some "important emails regarding my broadband"  which was a load of kak as it just about the traffic management policy which is no longer applicable and "how to get the best wifi" ... it's a wired connection!

Here's my downstream and upstream.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)8.368.368.388.318.047.837.647.44
RxMER (dB)38.2638.6138.6138.6138.9839.4038.9838.98
Pre RS Errors10649150826188021297815737825111176
Post RS Errors27528328247293033062751020

 

 

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2143
Frequency (Hz)39400000462000002580000032600000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)46.5046.5046.2546.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

 

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Trypta
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Message 4 of 8
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Re: latency issues

fd0a85fce897c9c57bd2d3e57e071455338c85b5-22-03-2019[1].png

 

3331c713abbb8184e8f6e453264c7a10a3ffedd4-25-03-2019[1].png

 

Some more graphs., it's all over the place. I feel like it might be a congestion issue? I'm looking possibly switching to Zen, since Openreach have recently upgraded my area and I could get the full 330MB from them if I wanted. Also,  it's not used heavily at all. At once there might be two of us playing a game at once. And if I'm here by myself, I'm typically playing something online and streaming music on deezer at the same time or just streaming 1080p video. I rarely watch netflix in 4k. So I'm not sure what the issue is. 

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Forum Team
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Re: latency issues

Hi, Trypta.

 

I'm sorry that you are having internet issue.  Certainly not the service we want you to get.

 

Thanks for giving this detailed information. Since you already exhausted all the possible troubleshooting needed, can we invite you to a web chat? So we can check it further.  We can do this via online chat. (Please see the opening hours of our web chat team).

 

If there's anything else, please let us know.

 

Thank you,

Anna_B

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Trypta
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Message 6 of 8
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Re: latency issues

 

Problem resolved!
So, thanks for the invite to webchat... I spoke to one of your colleagues following the link you gave me, Anna. However, the webchat agent wasn't able to see the forum post describing my problem though, so I thought I would show the bqm charts and he then said he wasn't able to open any links sent to him. 
So, I'm not sure why you ask people to show charts and logs here if any agents aren't able to open them anyway to try and understand the problem. Rather useless actually, I felt like all I've done on this forum was waste my time...
Odd, but whatever. I mean I tried my best to help you guys fix my problem, I even mentioned the fact that you've had a cabinet left wide open on the street for weeks on end. (I mentioned it 3 weeks ago, it's just now been closed, the connection is still awful though) 
So, I finally caved and got g.fast from Zen and it's been absolutely perfect, they even let you use and configure your own modems and routers, and even having asked them a few technical questions on the phone they were competent and knew what they were on about. Which is the opposite when talking to your staff, while friendly, they are useless if they can't use a call flow to answer your question. 

I mean look at the charts below, what a difference! I've been using the zen line exclusively, the exact same way I was using the virgin line and it doesn't matter what I'm doing with it; there isn't even a blip, no sign of buffer bloat, latency spikes or contention at all. 

 

 

 

65f2613498b3f549e1e9eb7778eae17f2ff2eddb-08-04-20194a7955fbf3325c1577f319ed4372637e4233ec37-14-04-2019

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Forum Team (Retired) John_GS
Forum Team (Retired)
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Re: latency issues

My apologies we were not able to fix this, but I'm glad you've managed to get this sorted.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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jpeg1
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Message 8 of 8
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Re: latency issues

Well done Virgin Media.

"How to lose a customer in one easy lesson"