High latency and packet loss

[Sandy92]

Hi, been having some high latency and packet loss for the past few weeks out of nowhere and its been alot worse since the national outage.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/962e86bcbae26c2d0847af9cc514025c7e230c0b

 

Time Priority Description

17/04/2023 08:06:51	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:06:51	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:06:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:06:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:05:30	critical	Received 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;
17/04/2023 08:02:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:01:17	critical	Received 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;
17/04/2023 08:00:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:00:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:00:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:00:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2023 08:00:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2023 11:08:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2023 05:56:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2023 05:56:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1	331000000	7.9	40	256 qam	25
2	203000000	6	40	256 qam	9
3	211000000	5.8	40	256 qam	10
4	219000000	6	40	256 qam	11
5	227000000	6	40	256 qam	12
6	235000000	6	40	256 qam	13
7	243000000	6.1	40	256 qam	14
8	251000000	6.4	40	256 qam	15
9	259000000	6.5	40	256 qam	16
10	267000000	6.8	40	256 qam	17
11	275000000	6.8	40	256 qam	18
12	283000000	7	40	256 qam	19
13	291000000	7	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7.5	40	256 qam	22
16	315000000	7.5	40	256 qam	23
17	323000000	7.5	40	256 qam	24
18	339000000	7.9	40	256 qam	26
19	347000000	7.9	40	256 qam	27
20	355000000	7.9	40	256 qam	28
21	363000000	7.8	40	256 qam	29
22	371000000	7.9	40	256 qam	30
23	379000000	8	40	256 qam	31
24	387000000	7.8	40	256 qam	32

 

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

1	Locked	40.9	24	24
2	Locked	40.3	8	17
3	Locked	40.9	14	21
4	Locked	40.3	13	15
5	Locked	40.9	8	22
6	Locked	40.9	7	16
7	Locked	40.9	9	18
8	Locked	40.9	9	14
9	Locked	40.3	11	20
10	Locked	40.9	7	14
11	Locked	40.9	8	23
12	Locked	40.3	7	17
13	Locked	40.3	7	13
14	Locked	40.3	12	13
15	Locked	40.3	8	14
16	Locked	40.3	9	13
17	Locked	40.9	8	13
18	Locked	40.3	19	12
19	Locked	40.3	7	12
20	Locked	40.9	7	12
21	Locked	40.3	9	12
22	Locked	40.9	8	12
23	Locked	40.3	13	12
24	Locked	40.9	2	13

[Sandy92]

Just getting ridiculous at this point, Tried calling today but didn't get anywhere other than the usual have you tried pin reset or power cycle...

 

Upstream bonded channels

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

1	49600051	49	5120	64 qam	1
2	23600087	49	5120	64 qam	5
3	30100109	49	5120	64 qam	4
4	36600068	49	5120	64 qam	3
5	43100156	49	5120	64 qam	2

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
5	ATDMA	0	0	0	0

 

Downstream bonded channels

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

1	331000000	6.9	40	256 qam	25
2	203000000	4.3	40	256 qam	9
3	211000000	4.3	40	256 qam	10
4	219000000	4.5	40	256 qam	11
5	227000000	4.8	40	256 qam	12
6	235000000	5	40	256 qam	13
7	243000000	5	40	256 qam	14
8	251000000	5.3	40	256 qam	15
9	259000000	5	40	256 qam	16
10	267000000	5	40	256 qam	17
11	275000000	4.8	40	256 qam	18
12	283000000	5	40	256 qam	19
13	291000000	5.1	40	256 qam	20
14	299000000	5.9	40	256 qam	21
15	307000000	6.3	40	256 qam	22
16	315000000	6.5	40	256 qam	23
17	323000000	6.6	40	256 qam	24
18	339000000	6.5	40	256 qam	26
19	347000000	6.5	40	256 qam	27
20	355000000	6.1	40	256 qam	28
21	363000000	6	40	256 qam	29
22	371000000	6	40	256 qam	30
23	379000000	6.3	40	256 qam	31
24	387000000	6.3	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	525	128
2	Locked	40.3	4522	1785
3	Locked	40.3	15095	1822
4	Locked	40.9	16708	1655
5	Locked	40.9	2997	1074
6	Locked	40.9	2343	868
7	Locked	40.9	10819	765
8	Locked	40.3	16299	1065
9	Locked	40.9	2456	832
10	Locked	40.3	1867	1123
11	Locked	40.9	2109	1126
12	Locked	40.3	2148	1158
13	Locked	40.9	2240	858
14	Locked	40.3	2232	697
15	Locked	40.9	1649	323
16	Locked	40.3	1102	196
17	Locked	40.9	753	98
18	Locked	40.9	635	240
19	Locked	40.3	1079	317
20	Locked	40.3	1208	595
21	Locked	40.3	1267	504
22	Locked	40.3	1283	461
23	Locked	40.3	1203	298
24	Locked	40.9	926	222

[Adri_G]

Hi Sandy92, thanks for reaching out on our help forums and welcome to the VM community.

We're sorry to see you're having issues with your connection and experiencing high latency and package loss, we're here to help with this.

Upon our latest checks there seem to be no issues in our network causing this, also the service to the hub looks great.

Could you please tell us if the issues persist after your last post here and how you get on?
Do you experience this problem on wireless, wired or both networks?

Lastly, can we ask if you're you using any 3rd party equipment currently such as a router or boosters?

Let us know more and we're happy to assist where needed.

[Sandy92]

Hi there, im still experiencing the latency spikes and overall poor connection both on ethernet(desktop) and wifi across tv/tablets.

i dont use a 3rd party router or boosters.

an engineer is due to visit on 24/4/23 so hopefully it gets resolved.

im guessing if the service to the hub is fine, then it has to be a problem somewhere else.

i've been at this property for 2 years and had next to no issues and this is the first real problem thats been ongoing now for around a month and been significantly worse since the national outage.

[Sabrina_B]

Hi @Sandy92  👋. 

Thanks for reaching out to us. Can I ask has the engineer been as yet? 

If you are still having issues over certain devices, it does sound like a minor congestion/signal issue. We would recommend that a check in all rooms of the property in terms of speed and signal to be performing using the Virgin Media Connect App 👉 ConnectApp. This can help with many other things also. 

We can work on lowering the congestion of some of the items, such as ones that care local to the Hub to be wired. 

Please keep us updated. 

Sabrina

[Sandy92]

Hi sabrina.

So was due a visit from engineer between 12:00 -16:00 and he showed up earlier than he was due, we were out shopping and missed him by 10 minutes and i have the time stamp on the ring doorbell so that was unfortunate.

i called up immidiatley and spoke to someone and was told the engineer had been to the property and  had tried to call us and left a voicemail, i checked both our phones and we haven't had a missed call or a voicemail.

then the person i spoke to mentioned a £25 missed appiontment fee and i told them that he showed up earlier than expected https://i.gyazo.com/6c3d31b2a7c3f576a5151591fae6ce06.png  i've cropped out the engineer for privacy.

apparently he's done some checks on the outside and everything is showing as okay.

so i've done another factory reset on the hub and will monitor it over next 24-48hr's and see if the issue persists and i'll keep the thread updated.

[Sandy92]

update.

Still pretty much the same, voice calls are a shambles with everyone sounding like robots when the latency spikes and im constantly failing logins to every game that requires one, have to then wait for the spike to stop and then it works and same when loading websites the connection hangs and then i have to reload again.

Honestly its extremely annoying and i'd hate to have to switch provider even though they provide much lesser speeds, i need a stable connection above anything else.

[Lee_R]

Hi @Sandy92 thanks for getting back to us.

Sorry to hear there's been no improvement in your service and for any inconvenience this may be causing you. I would like to take a look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[ukcobra]

Did you ever get a resolution to this ?

I have VM and Sky, and I see exactly the same issue on my VM service when gaming, making it unplayable. I immediately switch to my Sky BB service, and I dont have the issues. This confirms to me it's not the XBOX Live or Game servers. It has to be something with VM.

I connect my XBOX direct to the Modem, so there is no router involved. I have changed cables.

My VM Service is 500/50 and my Sky service is 25/10.

[Gareth_L]

Hello ukcobra.

Thanks for your post and welcome back to our Community.

Sorry to hear about the Latency issues when you are gaming.

I know you have mentioned you get no issues with your other provider.

Do you notice any lag on other devices though our WIFI?

We do recommend a wired connection for consoles.

Further help is available here

Gareth_L

[ukcobra]

Hello Gareth_L,

Thanks for your reply.

I dont game on WiFi. Nor do I work on Wifi, so all connections are through Ethernet. And I see the impact on my work laptop. Voice comms are often compressed and the other end sounds like a robot. I see websites that need multiple re-loads until they work.

On my MAC I see latency and lagging in World of Warcraft.

On my XBOX I see latency and lagging in Rocket League and COD. As soon as I see these, I move the ethernet to my Sky BB and the problem immediately disapears, so removing the RL or COD servers as a Most Probable Cause.

Since I posted my Packet Loss graph here yesterday, which appears to have been removed. Arounf 6pm the dropped packets appeares to stop. When I spote to a Level 2 Agent at 2pm, he said he could not see anything wrong.

The monitoring will continue for a few more weeks. I am not convinced the issue has been resolved.