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KT32
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Constant latency issues and packet loss

I have a network that uses a good 3rd party router and uses brand new ethernet cables which have all been checked. Whether wireless or wired, I have constant latency and packet loss issues causing lag spikes, buffering, freezing on all types of services, and slow web page loading. Virgin constantly say there is nothing wrong with my network and to just reboot everything which I have to do 4 times a day. 

I have set up QoS on my router and done everything possible to sort this issue. I have tried with and without the router. New equipment. Hard resets. 

I'm on the m200 package but the speed isn't the issue. I am clearly not getting what I signed up for and the customer service team seem to have very little knowledge of networking and just read of a screen. 

This occurs at any time of the day but does get worse at peak times. If they say it is not me then it has to be them

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Andrew-G
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Message 2 of 28
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Re: Constant latency issues and packet loss

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.

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KT32
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Re: Constant latency issues and packet loss

Thank you for the reply.

I had set one up a few days ago for the wired desktop 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a62dfc534ca68a7b2653125c6a422b5e51...

 

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KT32
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Re: Constant latency issues and packet loss

Thank you for the reply.

I had set one up a few days ago for the wired desktop 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a62dfc534ca68a7b2653125c6a422b5e51...

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Andrew-G
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Message 5 of 28
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Re: Constant latency issues and packet loss

BQM shows a noisy and probably unreliable connection.  Might be worth posting the hub's status data.  Connect to the hub by clicking on this link http://192.168.100.1/  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.  In theory this would all have been checked when you have called VM.  And if you can leave the hub for as long as possible without rebooting before you grab the status data, that will help because error counters get zeroed if the hub is rebooted.  

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KT32
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Message 6 of 28
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Re: Constant latency issues and packet loss

 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000000.540256 qam1
2147000000140256 qam2
3155000000140256 qam3
41630000000.740256 qam4
51710000000.740256 qam5
61790000000.540256 qam6
71870000000.440256 qam7
81950000000.240256 qam8
9203000000-0.440256 qam9
10211000000-0.740256 qam10
11219000000-0.540256 qam11
12227000000-0.740256 qam12
13235000000-140256 qam13
14243000000-1.240256 qam14
15251000000-0.740256 qam15
16259000000-0.240256 qam16
17267000000040256 qam17
18275000000040256 qam18
19283000000040256 qam19
20291000000-0.240256 qam20
21299000000040256 qam21
22307000000-0.240256 qam22
23315000000-0.240256 qam23
24323000000-0.540256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.310
2Locked40.350
3Locked40.350
4Locked40.9180
5Locked40.3190
6Locked40.360
7Locked40.9180
8Locked40.340
9Locked40.370
10Locked40.300
11Locked40.350
12Locked40.360
13Locked40.960
14Locked40.300
15Locked40.360
16Locked40.980
17Locked40.950
18Locked40.950
19Locked40.340
20Locked40.360
21Locked40.360
22Locked40.340
23Locked40.350
24Locked40.360
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KT32
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Message 7 of 28
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Re: Constant latency issues and packet loss

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000047.8512064 qam4
24620000048512064 qam3
32580000048.3512064 qam6
43260000048512064 qam5


Upstream bonded channels channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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KT32
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Message 8 of 28
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Re: Constant latency issues and packet loss

 
Network LogTime Priority Description
18/06/2021 23:29:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 15:41:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 21:54:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 05:46:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 12:35:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 17:46:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 00:31:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 00:21:59criticalReceived 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;
10/06/2021 00:19:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 00:19:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 00:19:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2021 00:19:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 22:12:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 22:20:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 01:05:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 10:01:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 06:43:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 22:01:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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SpookyWooky
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Message 9 of 28
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Re: Constant latency issues and packet loss

I'm having very similar issues here. Normal browsing/streaming doesn't seem too bad, and WiFi speeds aren't really an issue (although lucky to get advertised speeds at peak times) but packet loss and latency have been horrible today. 

I'm only really noticing this due to being kicked out of servers for online games. Have tried a few things (Port Forwarding, power cycle devices etc.) but no luck yet. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6d559e5d96cff2843de2baae44c26e4500642fa8

 

Hoping someone might help or maybe a common issue can be seen? 

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SpookyWooky
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Message 10 of 28
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Re: Constant latency issues and packet loss

Downstream

 

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

126700000012.537256 qam17
21390000001436256 qam1
314700000014.436256 qam2
415500000014.136256 qam3
516300000013.536256 qam4
617100000013.536256 qam5
717900000013.436256 qam6
818700000013.536256 qam7
919500000013.337256 qam8
1020300000013.137256 qam9
1121100000013.137256 qam10
122190000001337256 qam11
1322700000012.637256 qam12
1423500000012.537256 qam13
1524300000012.637256 qam14
1625100000012.637256 qam15
1725900000012.537256 qam16
1827500000012.537256 qam18
1928300000012.837256 qam19
2029100000013.137256 qam20
2129900000013.937256 qam21
2230700000013.837256 qam22
2331500000013.537256 qam23
2432300000013.537256 qam24



Downstream bonded channels

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

1Locked37.340
2Locked36.320
3Locked36.3200
4Locked36.650
5Locked36.640
6Locked36.640
7Locked36.650
8Locked36.650
9Locked37.360
10Locked37.650
11Locked37.350
12Locked37.350
13Locked37.390
14Locked37.350
15Locked37.350
16Locked37.670
17Locked37.650
18Locked37.650
19Locked37.350
20Locked37.660
21Locked37.350
22Locked37.660
23Locked37.350
24Locked37.650
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