High Latancy and packet loss issues

[Postal69]

Hi, 

Not sure if anyone can help, certainly the helpdesk can't, all I've had for the last week to solve the issue are router restarts by the service desk. Issue I'm  having is consistent latency issues and intermittent packet loss. 

I feel completely at my witts end, so much so that I've raised an Offcom approval case to get the disconnection fees dropped so I can leave.

I'll post some logs below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7767b9be5d7cc683371e68d85fdc294d1150d271

[Postal69]

Today's report

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0820d03d84b48fdf7c126d6ccc2167e30938530-08-04-2022

No idea how Virgin can tell me there is nothing wrong with my boardband? 

[jbrennand]

Those 2 BQM's look identical to me ?

Also do this.....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “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 page. 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

[Postal69]

Thanks John,

Many thanks for assisting with this, here you go:

Downstream 

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

1	291000000	7.1	40	256 qam	20
2	139000000	8	40	256 qam	1
3	147000000	8	40	256 qam	2
4	155000000	8	40	256 qam	3
5	163000000	7.9	40	256 qam	4
6	171000000	7.9	40	256 qam	5
7	179000000	8	40	256 qam	6
8	187000000	7.9	40	256 qam	7
9	195000000	7.8	40	256 qam	8
10	203000000	7.5	40	256 qam	9
11	211000000	7.5	40	256 qam	10
12	219000000	7.5	40	256 qam	11
13	227000000	7.4	40	256 qam	12
14	235000000	7.1	40	256 qam	13
15	243000000	7	40	256 qam	14
16	251000000	6.9	40	256 qam	15
17	259000000	6.9	40	256 qam	16
18	267000000	6.9	40	256 qam	17
19	275000000	7	40	256 qam	18
20	283000000	6.8	40	256 qam	19
21	299000000	7	40	256 qam	21
22	307000000	7	40	256 qam	22
23	315000000	7.4	40	256 qam	23
24	323000000	7.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	52	0
2	Locked	40.3	142	0
3	Locked	40.3	67	0
4	Locked	40.3	77	0
5	Locked	40.3	74	0
6	Locked	40.9	51	0
7	Locked	40.9	41	0
8	Locked	40.9	97	23
9	Locked	40.3	350	26
10	Locked	40.3	3668	1011
11	Locked	40.9	115	0
12	Locked	40.3	30	0
13	Locked	40.3	78	0
14	Locked	40.3	69	0
15	Locked	40.3	36	0
16	Locked	40.9	209	2
17	Locked	40.9	1261	18
18	Locked	40.3	140	1
19	Locked	40.3	77	8
20	Locked	40.9	143	0
21	Locked	40.9	79	0
22	Locked	40.3	373	0
23	Locked	40.3	523	3
24	Locked	40.9	190	19

Upstream

Upstream bonded channels

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

1	53700007	49.8	5120	64 qam	2
2	39400000	49.8	5120	64 qam	4
3	46200000	49.8	5120	64 qam	3
4	60300000	49.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[Postal69]

Logs

07/04/2022 21:05:35	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:b3;CMTS-MAC=:ce;CM-QOS=1.1;CM-VER=3.0;
06/04/2022 19:53:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=1:b3;CMTS-MAC=d:ce;CM-QOS=1.1;CM-VER=3.0;
06/04/2022 19:53:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=4b3;CMTS-MAC=d:ce;CM-QOS=1.1;CM-VER=3.0;
05/04/2022 20:32:7	critical	No Ranging Response received - T3 time-out;CM-MAC=:b3;CMTS-MAC=0e;CM-QOS=1.1;CM-VER=3.0

[jbrennand]

A few too many post RS errors there - can you do this....
__________________

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 cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, 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 andnany T3 ones) you have a problem (noise) that only a Tech visit will sort.

[Postal69]

Thanks John,

I've tried all of your suggested actions so I phoned Virgin back up explaining what the investigation results of the router logs suggested, and I need an engineer onsite to investigate further. Its so difficult to get anyone from Virgin to listen, fortunately explaining to the guy on the phone your observations I have an engineer booked for tomorrow! Will let you know how it goes.

[Postal69]

Engineer came out Saturday, he changed the cables, tweaked the green box as some Frequencies were slightly high, unfortunately hasn't made a difference.

The report I got back was my call was classed as a no fault found. The engineer did tell me to maybe look into a business account, as the infrastructure wouldn't be so heavily utilised, and comes with the bonus of 24 hour support. Thing is you shouldn't have to! Anyhow let's see what Ofcom make of it.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81b68c0baa9e6b8cfe34358bfb34aa275d2ef00b-09-04-2022

 We had so many new build houses around by me, and I'm inclined to believe the infrastructure isn't in place at Virgins end to support?

Incidentally the red 100% packet loss on the monitoring results would of been while the engineer was redoing the cables and running tests on the router.

[Postal69]

Keeping the thread going!!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aca64a0cecd86fbd3c1a3ae73002eb11f41a296a-11-04-2022

 Now back using my own tp link router

Not heard anything from Ofcom as of yet 

[Carley_S]

Sorry to hear this issue is still ongoing @Postal69
I have check our system and can't see anything this moment that would be causing these issues. Has the TP link helped at all with getting you a more stable/faster connection? When do you notice this to latency? Is it mostly at the peak times or is it on all devices all day?