High latency issues

[Mernard]

Hi. Like many users on here, I have been experiencing high latency spikes on my connection. I recently upgraded to M500 and since then these issues have become more prevalent. This makes it difficult for WFH during the day and gaming in the evening. The connection has been fine for the past years ("fine" meaning general uptime of 95% plus bizarre recurring total dropouts at the same time every week). Eager to get this resolved as just re-signed for another 18 month contract.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	419000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Refresh data

Downstream bonded channels

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

1	419000000	3	40	256 qam	36
2	235000000	3.5	40	256 qam	13
3	243000000	3.4	40	256 qam	14
4	251000000	3.9	40	256 qam	15
5	259000000	3.9	40	256 qam	16
6	267000000	3.9	40	256 qam	17
7	275000000	4	40	256 qam	18
8	283000000	4.1	40	256 qam	19
9	291000000	4.1	40	256 qam	20
10	299000000	4.3	40	256 qam	21
11	307000000	4	40	256 qam	22
12	315000000	4	40	256 qam	23
13	323000000	4.4	40	256 qam	24
14	331000000	4.5	40	256 qam	25
15	339000000	4	40	256 qam	26
16	347000000	3.5	40	256 qam	27
17	355000000	3	40	256 qam	28
18	363000000	3.2	40	256 qam	29
19	371000000	3.5	40	256 qam	30
20	379000000	3.5	40	256 qam	31
21	387000000	3.2	40	256 qam	32
22	395000000	3.7	40	256 qam	33
23	403000000	4	40	256 qam	34
24	411000000	3.5	40	256 qam	35

Downstream bonded channels

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

1	Locked	40.9	1960	120684
2	Locked	40.3	19096	155626
3	Locked	40.9	22145	154006
4	Locked	40.9	20262	153322
5	Locked	40.9	15318	156123
6	Locked	40.9	7626	158459
7	Locked	40.3	1349	159388
8	Locked	40.9	689	152337
9	Locked	40.3	1162	160472
10	Locked	40.3	907	130955
11	Locked	40.3	509	101254
12	Locked	40.9	461	102321
13	Locked	40.9	408	102107
14	Locked	40.3	571	106532
15	Locked	40.3	723	129772
16	Locked	40.9	1518	141453
17	Locked	40.3	2256	138848
18	Locked	40.9	3123	142664
19	Locked	40.9	4729	135309
20	Locked	40.3	16408	124853
21	Locked	40.3	29046	95220
22	Locked	40.9	22005	97613
23	Locked	40.3	23503	97062
24	Locked	40.9	16735	102363

[Ashleigh_C]

Hi there @Marnard

Thank you so much for your post and welcome to the community forums! It's great to have you here!

I'm so sorry to hear that you are experiencing these issues with your connection! 

I cannot see any issues on our side that could be causing this, could you set up a BQM for us?

If you leave this running for 48 hours then post the live results for us, it will give us a better idea of what is happening with the Hub. 

Thank you.

[jbrennand]

@Ashleigh_C   The BQM is in the posts - it looks awful. 

You say nothing obvious is amiss... but 10's of thousands of Post RS errors and T3 Timeouts in just a day or two - says differently - it usually reflects noise ingress from somewhere... that a Tech needs to track down

Need to set it to the ..."Share Live Graph" option so it continually displays the current data

[Mernard]

Hi Ashleigh,

I have already set one up, previous results are shown in the thread. For completion sake, here are my results from 26/05/22 to 01/06/22.

26/05/22

27/05/22

28/05/22

29/05/22

30/05/22

31/05/22

31/05/22 to 01/06/22

[Mernard]

Live graph link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9ebbfefa2be8cfde06430e1bd978bdb7100deac7

[Ayisha_B]

Hi @Mernard, 

Thank you for sharing your BQM. I have checked our systems again and can see your Hub is currently unreachable. 

I'll drop you a PM so we can confirm some details and get a technician visit booked for you.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Speak soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @Mernard,
I've booked a technician for you to come out and have a look into the issue with your connection. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[Mernard]

Ayisha,

I have replied to your DM. Whilst I appreciate having an appointment scheduled, I am not able to provide access in that slot. I note the appointment is less than 24 hours away and have only been notified of it now. I hope a £25 rescheduling charge will not be applied given I did not choose this appointment.

Thanks

[Mernard]

Engineer arrived today and was very pleasant and helpful. Changed Hub 3 to Hub 4 and advised he swapped out some corroded connections, however as the BQM below shows, this has not resolved the problem. I was planning on waiting 24 hours before posting an update, but the issue continues to make video calling, streaming content and playing videogames futile.

[Mernard]

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[Mernard]

3.0 Downstream channels

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

25	331000000	5.300003	40.366287	QAM256	25
6	179000000	6.400002	38.983261	QAM256	6
7	187000000	6.000000	38.983261	QAM256	7
8	195000000	5.800003	38.983261	QAM256	8
9	203000000	5.900002	38.983261	QAM256	9
10	211000000	6.099998	38.983261	QAM256	10
11	219000000	6.300003	40.366287	QAM256	11
12	227000000	6.000000	38.983261	QAM256	12
13	235000000	5.400002	38.983261	QAM256	13
14	243000000	5.199997	38.983261	QAM256	14
15	251000000	5.500000	38.983261	QAM256	15
16	259000000	5.500000	40.366287	QAM256	16
17	267000000	6.000000	40.366287	QAM256	17
18	275000000	6.599998	40.366287	QAM256	18
19	283000000	6.300003	40.366287	QAM256	19
20	291000000	6.000000	40.366287	QAM256	20
21	299000000	5.500000	40.366287	QAM256	21
22	307000000	5.599998	40.946209	QAM256	22
23	315000000	5.400002	40.366287	QAM256	23
24	323000000	5.400002	40.366287	QAM256	24
26	339000000	5.099998	38.983261	QAM256	26
27	347000000	4.599998	38.983261	QAM256	27
28	355000000	4.300003	38.983261	QAM256	28
29	363000000	4.300003	39.854763	QAM256	29
30	371000000	4.300003	40.366287	QAM256	30
31	379000000	4.199997	38.605377	QAM256	31
32	387000000	4.000000	38.983261	QAM256	32
33	395000000	4.199997	38.983261	QAM256	33
34	403000000	4.599998	40.366287	QAM256	34
35	411000000	4.199997	38.983261	QAM256	35
36	419000000	4.000000	40.366287	QAM256	36

3.0 Downstream channels

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

25	Locked	40.366287	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	39.854763	0	0
30	Locked	40.366287	0	0
31	Locked	38.605377	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	40.366287	0	0
35	Locked	38.983261	0	0
36	Locked	40.366287	0	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

QAM4096

424

3.1 Downstream channels

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

159

Locked

43

6.0

10960773

0