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High Ping Spikes

I am on the M350 package using the Hub 3 as a router. I have had it installed for just over a week and I am experiencing large spikes in latency throughout all times of the day and cannot get through to virgin online or on the phone. I have set up a BQM linked below and would appreciate any help or guidance. I can also provide details from the routers hub.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc
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Message 1 of 16
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High ping spikes

I am on the M350 package using the Hub 3 as a router. I have had it installed for just over a week and I am experiencing large spikes in latency throughout all times of the day and cannot get through to virgin online or on the phone. I have set up a BQM linked below and would appreciate any help or guidance. I can also provide details from the routers hub.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc
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Alessandro Volta
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Message 3 of 16
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Re: High Ping Spikes

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: High Ping Spikes

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

11390000001.240256 qam1
21470000001.240256 qam2
31550000001.240256 qam3
4163000000140256 qam4
51710000001.440256 qam5
61790000001.240256 qam6
71870000001.240256 qam7
81950000001.240256 qam8
9203000000140256 qam9
10211000000140256 qam10
11219000000140256 qam11
12227000000140256 qam12
13235000000140256 qam13
142430000000.740256 qam14
152510000000.740256 qam15
162590000000.740256 qam16
172670000000.740256 qam17
182750000000.540256 qam18
192830000000.740256 qam19
202910000000.540256 qam20
212990000000.940256 qam21
223070000000.740256 qam22
233150000000.240256 qam23
24323000000040256 qam24

 

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

1Locked40.990
2Locked40.970
3Locked40.380
4Locked40.960
5Locked40.980
6Locked40.3190
7Locked40.3190
8Locked40.9180
9Locked40.340
10Locked40.350
11Locked40.350
12Locked40.360
13Locked40.370
14Locked40.350
15Locked40.360
16Locked40.960
17Locked40.350
18Locked40.370
19Locked40.360
20Locked40.340
21Locked40.360
22Locked40.350
23Locked40.340
24Locked40.380

 

 

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Message 5 of 16
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Re: High Ping Spikes

Upstream bonded channels

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

14620000041.5512064 qam8
23940005441.5512064 qam9
35370000041.5512064 qam7
43260000041.8512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 6 of 16
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Re: High Ping Spikes

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062+voc-b.cm



Primary Downstream Service Flow

SFID10066
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID10065
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: High Ping Spikes

Network Log

Time Priority Description

19/11/2020 18:08:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 17:54:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 14:51:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 01:52:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 23:01:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 20:42:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 16:09:18noticeLAN 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;
16/11/2020 15:26:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 15:13:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 22:03:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 17:20:31noticeLAN 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;
15/11/2020 15:59:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 23:02:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 22:24:12noticeSW download Successful - Via Config file
14/11/2020 22:21:47noticeSW Download INIT - Via Config file
14/11/2020 22:21:43ErrorDisruption during SW download - Power Failure
14/11/2020 22:18:26noticeSW Download INIT - Via Config file
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Message 8 of 16
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Re: High Ping Spikes

Also, when I check the service status it says that my area has good service, however when I run a test on my kit on the app, it displays ‘We’re trying to sort it out for you’. Any ideas? Thanks

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Message 9 of 16
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Re: High Ping Spikes

Would someone be able to have a look at the BQM for my hub as I’m confused as to why there is such a big area of packet loss last night when I had internet working?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc
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Alessandro Volta
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Message 10 of 16
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Re: High Ping Spikes


@sharonhumphries wrote:

Would someone be able to have a look at the BQM for my hub as I’m confused as to why there is such a big area of packet loss last night when I had internet working?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb455fabbf65e7ed61b65153ccb01b233a9286cc

Hub3?

it does that sometimes - reboot it and it will start working again. 


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