Frame drops and Lag gaming & live streaming

[jenlee150]

Hi there.

Over the last two weeks (that I've noticed) the quality of my Broadband connection has been slowly degrading. I have been with you guys over a decade at this point and never had this trouble before, and am currently finding no answers or help for it. 

I'm a streamer/content creator so you can probably understand I need the connection I pay for to do my job. Yesterday I clocked up over 80,000 dropped frames in a 4 hour stream period all while the game I was playing (Fortnite) lagged to the point of being unplayable. I tried every trick in the book to get it working properly. I've reset, I've rebooted, I've tried entering in different DNS codes etc etc. Nothing has worked.

To cap it off, my connections are ALL hard wired. My Virgin Media hub is in modem mode and connected to a Nighthawk XR500, from there my PC and BOTH my PS5's are using high speed LAN cables. I have indeed tried changing cables, I purchased brand new ones to see if it made a difference. 

Fortnite isnt the only game that lags, I'm also having the problem on Sea of Thieves and GTA Online. My characters just bounce all over the screen. Thats three different companys, three different servers.

Service status says everything is fine in my area (Though I have to say, around 2 weeks ago there was a Virgin media van parked at the bottom of my driveway for a full day! No idea what they were doing) and all tests say my speed is fine. And yet.

I've performed all necessary tests on my Nighthawk router, all is working as it should be. I have tried EVERYTHING I can think of and that I have seen recommended on my end, so it's down to you. I've even submitted for an upgrade to the 1 Gig package just in case we need more oomph. Though you would think 500mbs would cover it and has done for the past few years.

I'm at a loss. Please help! I should be streaming right now but can't face another stream of explaining to my viewers why things are running so poorly.

Thanks, Jen

P.S. I have just set up a Broadband monitor though obviously it doesnt have anything to show just yet. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08eba4c06da22d1f243f0923c43ffb1d61e511a5

If I have done it right. 

[jbrennand]

Lets see the Hub stats...

Also worth checking for known issues on 0800 561 0061 

\\---------------------------------

Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[jenlee150]

Hi, thanks for the swift response. I THINK I've done this right. Albeit backwards lol.

 

Network Log

Time Priority Description

16/11/2024 07:21:33	Warning!	RCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
16/11/2024 06:40:12	critical	No Ranging Response received - T3 time-out;CM-MAC= :f3;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
16/11/2024 01:17:49	Warning!	RCS Partial Service;CM-MAC= :f3;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC= :f3;CMTS-MAC= :dc;CM-QOS=1.1;CM-VER=3.0;
14/11/2024 20:56:46	Warning!	RCS Partial Service;CM-MAC= ;CMTS-MAC=0 ;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
13/11/2024 19:39:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
11/11/2024 13:50:58	critical	No Ranging Response received - T3 time-out;CM-MAC=4 ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;
10/11/2024 07:39:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= :f3;CMTS-MAC= c;CM-QOS=1.1;CM-VER=3.0;
07/11/2024 15:44:40	critical	No Ranging Response received - T3 time-out;CM-MAC= 3;CMTS-MAC= c;CM-QOS=1.1;CM-VER=3.0;
07/11/2024 11:29:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=4;CMTS-MAC=00:;CM-QOS=1.1;CM-VER=3.0;
06/11/2024 13:15:35	critical	No Ranging Response received - T3 time-out;CM-MAC=40;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:56:36	Warning!	Lost MDD Timeout;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:56:31	Warning!	RCS Partial Service;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:56:31	Warning!	RCS Partial Service;CM-MAC=4;CMTS-MAC=0c;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:48:31	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:46:34	Warning!	Lost MDD Timeout;CM-MAC=4;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
05/11/2024 12:46:30	Warning!	RCS Partial Service;CM-MAC=40;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

1	43100053	41.5	5120	64 qam	2
2	36600000	41	5120	64 qam	3
3	30100000	41.3	5120	64 qam	4
4	23600000	40.5	5120	64 qam	5
5	49599995	42	5120	64 qam	1

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
5	ATDMA	0	0	1	0

[jenlee150]

Downstream bonded channels

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

1	531000000	0.2	38	256 qam	16
2	539000000	0	38	256 qam	17
3	547000000	-0.2	38	256 qam	18
4	555000000	-0.2	38	256 qam	19
5	563000000	-0.4	38	256 qam	20
6	571000000	-0.2	38	256 qam	21
7	579000000	-0.2	38	256 qam	22
8	587000000	-0.5	38	256 qam	23
9	595000000	-0.2	38	256 qam	24
10	603000000	-0.4	38	256 qam	25
11	611000000	-0.2	38	256 qam	26
12	619000000	-0.5	38	256 qam	27
13	627000000	-0.2	38	256 qam	28
14	635000000	-0.2	38	256 qam	29
15	643000000	0.2	38	256 qam	30
16	651000000	0.2	38	256 qam	31
17	659000000	0	38	256 qam	32
18	667000000	-0.4	38	256 qam	33
19	675000000	0.2	38	256 qam	34
20	683000000	0.2	38	256 qam	35
21	691000000	0.2	38	256 qam	36
22	699000000	0	38	256 qam	37
23	707000000	0.2	38	256 qam	38
24	715000000	0	38	256 qam	39

Downstream bonded channels

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

1	Locked	38.9	19	0
2	Locked	38.6	13	0
3	Locked	38.6	11	0
4	Locked	38.6	17	0
5	Locked	38.9	9	0
6	Locked	38.6	16	0
7	Locked	38.9	12	0
8	Locked	38.6	13	0
9	Locked	38.6	15	0
10	Locked	38.6	13	0
11	Locked	38.6	9	0
12	Locked	38.6	14	0
13	Locked	38.9	14	0
14	Locked	38.9	11	0
15	Locked	38.9	10	0
16	Locked	38.9	21	0
17	Locked	38.9	29	0
18	Locked	38.6	27	0
19	Locked	38.9	20	0
20	Locked	38.9	19	0
21	Locked	38.6	29	0
22	Locked	38.6	29	0
23	Locked	38.9	173450	121142
24	Locked	38.6	21950	42502

[jenlee150]

Upstream bonded channels

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

1	43100053	41.5	5120	64 qam	2
2	36600000	41	5120	64 qam	3
3	30100000	41.3	5120	64 qam	4
4	23600000	40.5	5120	64 qam	5
5	49599995	42	5120	64 qam	1

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
5	ATDMA	0	0	1	0

Network Log

Time Priority Description

16/11/2024 07:21:33	Warning!	RCS Partial Servic
16/11/2024 06:40:12	critical	No Ranging Response received - T3 time-out
16/11/2024 01:17:49	Warning!	RCS Partial Service
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out
14/11/2024 20:56:46	Warning!	RCS Partial Service
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out
13/11/2024 19:39:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option
11/11/2024 13:50:58	critical	No Ranging Response received - T3 time-out
10/11/2024 07:39:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option
07/11/2024 15:44:40	critical	No Ranging Response received - T3 time-out
07/11/2024 11:29:57	Error	DHCP RENEW WARNING
06/11/2024 13:15:35	critical	No Ranging Response received
05/11/2024 12:56:36	Warning!	Lost MDD Timeout
05/11/2024 12:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync
05/11/2024 12:56:31	Warning!	RCS Partial Service
05/11/2024 12:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync
05/11/2024 12:56:31	Warning!	RCS Partial Service
05/11/2024 12:48:31	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
05/11/2024 12:46:34	Warning!	Lost MDD Timeout
05/11/2024 12:46:30	Warning!	Partial Service

[jenlee150]

I'm sorry, I keep trying to post the Router Status and other log and it just seems to keep getting immediately deleted. Should I screenshot? I did edit out/obscure MAC addresses both times. 

[jenlee150]

[jbrennand]

Your BQM link doesnt work - follow the instructions on the TB web page to post the live link.

Logs are a mess but needs someone else to comment. 

One thing leaping out are the errors in down channels 23 and 24 can you do this first...

_______________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, Do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends. Also check that the internal wiring is ok with no kinking, chaffing or dog chews etc.
Also, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then, switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0.

Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS one in 23 and 24)  you have a problem (noise) that only a Tech visit will sort.

[jenlee150]

Hi again.

All internal cables have been checked and even replaced at this point. Unfortunately I can't get to the outside ones easily thanks to disability, so checking those isn't a task I'm able to accomplish on my own. I will say todays readings on the monitor look a lot better (to me at least) but then I haven't really been doing anything to prompt packet loss I suppose. Just watched TV and used my laptop to browse. 

As I have an upgrade arriving on Wednesday I'm wondering if its worth asking for a tech visit anyway? Just to go over everything for me, especially outside. Being as these problems started after that van was here, a little worried they messed something up out there that I can't get to. 

Not sure why the link didn't work but here it is again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08eba4c06da22d1f243f0923c43ffb1d61...

[jbrennand]

If those errors in channels 23/24 are increasing - then yes you should deffo get a tech install to investigate