High latency & Packet Loss

[MauriceMoss]

Recently my connection has been experiencing high latency and dropouts this has gotten particularly bad tonight. Recently VM text saying on the 19th Aug 22 they had planned network work and it might affect my connection. I got the text on 22nd Aug 22 saying this work was now complete but since this time my network has been having random dropouts.
I setup a BQM on the 24th to monitor this and my latency has been higher with only a little bit of packet loss. But tonight it has been frequent packet loss.

I have a Gig1 package

BQM 24th Aug 22 (ignore the big block of packet loss at the start of this graph)
Ignore the packet loss at the start.

BQM 25th Aug 22

BQM Tonight (26th Aug 22) (LIVE)

[MauriceMoss]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[MauriceMoss]

3.0 Downstream channels

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

25	331000000	-0.8	34.9	QAM256	25
1	139000000	3.4	34.5	QAM256	1
2	147000000	3	34.5	QAM256	2
3	155000000	2.7	34.5	QAM256	3
4	163000000	2.1	34.5	QAM256	4
5	171000000	1.6	34.3	QAM256	5
6	179000000	1.2	34.5	QAM256	6
7	187000000	1.2	34.5	QAM256	7
8	195000000	0.8	34.3	QAM256	8
9	203000000	0.5	34.5	QAM256	9
10	211000000	0.3	34.3	QAM256	10
11	219000000	0.3	34.5	QAM256	11
12	227000000	-0.1	34.3	QAM256	12
13	235000000	-0.6	34	QAM256	13
14	243000000	-1.2	33.7	QAM256	14
15	251000000	-1.6	32.7	QAM256	15
16	259000000	-2.3	33	QAM256	16
17	267000000	-2.4	33	QAM256	17
18	275000000	-2.2	33.4	QAM256	18
19	283000000	-2.1	33.5	QAM256	19
20	291000000	-1.6	34	QAM256	20
21	299000000	-1.5	34.3	QAM256	21
22	307000000	-1.4	34.5	QAM256	22
23	315000000	-1.2	34.5	QAM256	23
24	323000000	-1.2	34.9	QAM256	24
26	339000000	-0.9	35.1	QAM256	26
27	347000000	-1.2	35.1	QAM256	27
28	355000000	-1	34.9	QAM256	28
29	363000000	-1.1	34.9	QAM256	29
30	371000000	-1.2	35.1	QAM256	30
31	379000000	-0.8	35.1	QAM256	31

[MauriceMoss]

3.0 Downstream channels

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

25	Locked	34.925610	29	0
1	Locked	34.483570	81	0
2	Locked	34.483570	109	0
3	Locked	34.483570	102	0
4	Locked	34.483570	146	0
5	Locked	34.345688	126	0
6	Locked	34.483570	109	0
7	Locked	34.483570	194	0
8	Locked	34.345688	228	0
9	Locked	34.483570	223	0
10	Locked	34.345688	157	0
11	Locked	34.483570	98	0
12	Locked	34.345688	227	0
13	Locked	33.956509	520	0
14	Locked	33.715172	1478	0
15	Locked	32.676208	23093	0
16	Locked	32.962662	11649	0
17	Locked	32.962662	11892	0
18	Locked	33.376591	4757	0
19	Locked	33.486542	1882	0
20	Locked	33.956509	436	0
21	Locked	34.345688	291	0
22	Locked	34.483570	167	0
23	Locked	34.483570	79	0
24	Locked	34.925610	39	0
26	Locked	35.083549	17	0
27	Locked	35.083549	14	0
28	Locked	34.925610	17	0
29	Locked	34.925610	26	0
30	Locked	35.083549	13	0
31	Locked	35.083549	15	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

34

-10.2

6111218

0

[MauriceMoss]

3.0 Upstream channels

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

1	49600000	40	5120 KSym/sec	64QAM	1
2	23600000	37.5	5120 KSym/sec	64QAM	5
3	30100000	38.5	5120 KSym/sec	64QAM	4
4	36600000	39	5120 KSym/sec	64QAM	3
5	43100000	39.5	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	10	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	1	0
5	US_TYPE_STDMA	0	0	1	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

35.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

1

0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	ldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFID	7838
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7837
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

network log is blank.

Network Log

Time Priority Description

[legacy1]

Looks to be not right your SNR is low, 3.1 Downstream channel Modulation is low.

[andrewmm]

Seem to be a lot other  posts on the forum, with very similar pictures !

   wonder if virgin gear cant cope with the lack of rain ?

[Tom_W1]

Hi @MauriceMoss thanks a lot for your post although I'm sorry to hear of your concerns raised.

I've ran some further checks for you and I do apologise, because it looks like you are still part of a network outage causing intermittent performance. This area fault is expected to be resolved on: 31st August at approximately 09:00.

If you do have any further problems after this time, please don't hesitate to let me know and we'll re-investigate things from there for you.

Many thanks

[MauriceMoss]

Hi, It appears that this issue has reappeared. On some days I get very few instances of total packet loss but the latency is all over the place which makes working from home difficult.

Below is 9 days of BQM charts.

01/11/22

02/11/22

03/11/22

 04/11/22

05/11/22

 06/11/22

 07/11/22

 08/11/22

 09/11/22

   

[MauriceMoss]

Router Info

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	;kfoA,.iyewrkldJKDHSUBsgv

Primary Downstream Service Flow

SFID	7838
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7837
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort