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FatThor
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High latency, packet loss - over subscription?

Hi everyone

For weeks now i have been having issues with Virgin 1gig broadband. You can see from the live BQM (Link below) that i am having high latency and packet loss. There have also been a few days where during off peak hours, the router seems to go down for hours (see monitor). I have had an engineer out already and he advised all was fine. Made some tweaks, ran speed tests, usualy stuff. 

These issues only really occur (apart from downtime) during peak hours, so thinking its over subscription?

When playing any sort of online game (im big on fps) latency and packet loss are making it pretty tough and frustrating

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b6b90e60a44e53143e5610fbecc2ab95df167e74

 

Any help would be appreciated.

Thanks!

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FatThor
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Re: High latency, packet loss - over subscription?

Router details are as follows -

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
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels

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

253310000007.80000340.366287QAM25625
182750000006.00000038.983261QAM25618
192830000005.40000238.983261QAM25619
202910000005.90000238.983261QAM25620
212990000006.50000038.983261QAM25621
223070000006.59999838.983261QAM25622
233150000007.09999838.605377QAM25623
243230000007.69999740.366287QAM25624
263390000007.09999838.983261QAM25626
273470000007.00000038.983261QAM25627
283550000006.50000040.366287QAM25628
293630000006.30000338.983261QAM25629
303710000006.59999838.983261QAM25630
313790000006.90000238.983261QAM25631
323870000006.50000038.983261QAM25632
333950000006.69999738.983261QAM25633
344030000006.69999738.983261QAM25634
354110000006.50000038.983261QAM25635
364190000006.00000038.983261QAM25636
374270000006.00000038.983261QAM25637
384350000006.00000038.983261QAM25638
394430000005.59999838.983261QAM25639
404510000005.50000038.605377QAM25640
414590000005.69999738.983261QAM25641
424670000006.09999838.983261QAM25642
434750000005.90000238.605377QAM25643
444830000006.09999840.946209QAM25644
454910000005.90000238.983261QAM25645
464990000005.69999738.983261QAM25646
475070000005.40000238.605377QAM25647
485150000005.30000338.983261QAM25648

 

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Re: High latency, packet loss - over subscription?

3.0 Upstream channels

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

13940000042.0205995120 KSym/sec64QAM4
23260000041.2705995120 KSym/sec64QAM5
34620000041.7705995120 KSym/sec64QAM3
45370000042.2705995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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FatThor
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Re: High latency, packet loss - over subscription?

Network Log

Time Priority Description

Fri Nov 26 17:07:12 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 00:11:35 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 05:28:33 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 05:28:33 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 1 07:02:37 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 17:28:33 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 17:28:33 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 18:21:27 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 21:55:29 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 18:08:29 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 18:08:32 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 18:08:34 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 7 18:08:39 20216CM-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;
Wed Dec 8 17:54:56 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 17:54:57 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 11 12:11:47 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 11 12:11:47 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 15 00:11:47 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 15 00:11:47 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 18 12:11:47 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 18 12:11:47 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 18 13:24:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 18 13:37:03 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 14:03:08 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 21 17:50:31 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 23 15:01:08 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 23 15:01:08 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 25 01:16:38 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 26 08:06:31 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 26 08:06:31 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 28 11:30:07 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 28 11:42:23 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 30 21:48:14 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 30 21:48:15 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 31 19:05:07 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 2 21:27:24 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 2 21:27:24 20226DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 5 03:26:25 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 6 09:27:24 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 6 09:27:24 20226DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 6 16:10:25 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 9 03:40:24 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 00:48:51 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 10 00:48:52 20226DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 12 07:34:46 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 13 11:38:10 20224DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 13 11:38:10 20226DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 13 19:10:16 20225MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 14 11:18:06 20223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Hayley_S
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Message 5 of 10
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Re: High latency, packet loss - over subscription?

Hello @FatThor,

Welcome, thanks for posting.

I am sorry for any issues with your broadband.

I located your account using your forums details, I can not see any known issues with your Hub or in home network. Please can you tell me if you have tried doing a pinhole reset recently? Please let me know.

Many thanks,

Hayley
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FatThor
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Message 6 of 10
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Re: High latency, packet loss - over subscription?

Hey Hayley

Yes, i have soft and hard reset the router multiple times. The engineer also did this when he paid a visit just before xmas. The problem remains the same i am afraid 

Thanks! 

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Hayley_S
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Message 7 of 10
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Re: High latency, packet loss - over subscription?

Hello @FatThor

Thank you for the confirmation, I am sorry that it has not helped.

I can not see any errors or issues with your Hub on my system, how is your wired connection?

Many thanks,

Hayley
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FatThor
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Re: High latency, packet loss - over subscription?

I only have two devices connected(the rest of the house use a second line), a TV that is wireless and my gaming pc which is ethernet about 2 metres away. The pc connection is usually unstable due to latency/packet loss

Both in game and online calls (i work from home) are often laggy

Could it be an oversubscription issue given that it gets worse at peak times? 

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Paulina_Z
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Message 9 of 10
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Re: High latency, packet loss - over subscription?

Hi @FatThor,

Thank you for coming back to us. I was able to run some further checks on your account, and I can see that your downstream power levels are out of spec and could be the reason behind your connection issues.

In order to have this looked into further, I will need to arrange for a technician appointment to have this investigated for you. I will send you a Private Message to confirm a few details before we can have this arranged. Please keep an eye our for a purple envelope at the top right corner of your Forum page. I will be in touch with you soon.

Thank you.

Paulina_Z
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Paulina_Z
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Message 10 of 10
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Re: High latency, packet loss - over subscription?

Hi @FatThor,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ....  issue – you can check and amend the date and time of your appointment via your online account.

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 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.

Thank you.

Paulina_Z
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