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

[Mernard]

3.0 Upstream channels

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

1	60300000	43.770599	5120 KSym/sec	64QAM	9
2	39400000	43.270599	5120 KSym/sec	64QAM	12
3	46200000	42.770599	5120 KSym/sec	64QAM	11
4	53700000	43.770599	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	37	0
2	US_TYPE_STDMA	0	0	30	0
3	US_TYPE_STDMA	0	0	30	0
4	US_TYPE_STDMA	0	0	38	0

[Mernard]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	69834ncxv9873254k;fg87dsf

Primary Downstream Service Flow

SFID	7412
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	7411
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[Mernard]

Network Log

Time Priority Description

Thu Jun 9 10:56:40 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 11:29:14 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 11:29:14 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 12:05:10 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 14:57:40 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 14:57:44 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 14:57:45 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 14:57:51 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:16:26 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:16:26 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:16:30 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:16:31 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:16:50 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 14; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:18:56 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:18:59 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:19:00 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:19:05 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:19:12 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:22:19 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:22:20 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:22:24 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:22:31 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:36 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:40 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:43 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:47 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:47 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 15:47:52 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:10:53 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:10:58 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:10:59 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:11:05 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:11:08 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:11:09 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:11:18 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:40:19 2022	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:40:23 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jun 9 16:40:24 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Mernard]

As before, an abundance of T3 errors, that the engineer had hoped would resolve with today's visit. Unsure what to do from here.

[Mernard]

Issue has persisted overnight. Graph now shows nearly 24h worth of monitoring and no improvement.

What are the next steps? Given the amount of T3 timeouts I imagine this is something an engineer will have to rectify on Virgin’s local network? The engineer did mention the condition of the street exchange was not great when he was replacing the corroded connections. 

 

[Ayisha_B]

Hi @Mernard,

Thanks for coming back to me and appreciate your feedback for the technician 🙂

Sorry, you're still having some issues.

Can I ask if you've tried rebooting the hub following the visit?

If not, give it a try and let us know if that makes any difference.

[Mernard]

Hi @Ayisha_B I did a reset a few hours ago as you suggested and the high ping and packet loss is still happening like clockwork.

[Kath_F]

Hi Mernard, 

Thanks for coming back to us and confirming this. 

I'm sorry to hear that you've not yet seen any improvement. The only thing we can do from this end is book another engineer visit I'm afraid. As you have only just had one, this will be a principle engineer instead who will be able to look into the external cabling, cabinet and internal cabling in more detail. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. It may take 24 hours to update on there but once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Mernard]

Kath,

Thank you. I see the appointment and will be at home to allow access. Hopefully it can be resolved.

[Kain_W]

No problem Mernard,

Thanks for the response!

Do let us know of the outcome of the appointment.

Take care,