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High packet loss and latency

I'm in area 20 (fareham/ PO15 area). I've been told that high utilisation is causing intermittent connection problems or slow speeds (was given this number - F007916546). Resolution date is meant to be 5th August 2020. I'm not sure whether this accounting for issues having:-

Running speedtest.net, speeds can drop off but generally stack up quite high80-150 mbps - occasionally drop to 1mbps. But its the jitter and packet loss thats killing internet use for streaming, video conference, wi fi calls etc. Upto 30%+ packet loss, jitter can be 300ms+ ?!!!. This occurs any time of day so it's not just peak times. Virgin blaming high utilisation which is probably partly true, but it's deteriorating to the point the connection is unusable so I'm wondering whether SH3 is playing up - which was put in a few months ago.

Of course tried reboots etc. This is on wired or wireless.

Anyone else experiencing the same issues however?

And is this date a fob off? If it is, I need to switch as no point waiting until after and then seeing date move...

 

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Re: High packet loss and latency

Here is my router log:

14/07/2020 09:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;13/07/2020 13:03:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;13/07/2020 08:58:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;09/07/2020 23:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;09/07/2020 23:11:57criticalReceived 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;08/07/2020 00:23:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:10:44criticalReceived 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;08/07/2020 00:09:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/07/2020 00:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:57:21criticalReceived 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;07/07/2020 23:56:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:56:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:56:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:56:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:56:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;07/07/2020 23:50:10criticalReceived 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;

 

Also, curious why the VM ISP 'Service status' always ok yet this is a known issue. Surely the service status should be marked as in fault.

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Re: High packet loss and latency

VM are usually cagey about owning up to over-utilisation, because it's their fault for over-subscribing the network, and because in many instances they hope that they can avoid the expense and difficulty of investing to increase capacity.  In many areas, the strategy appears to be ever-moving fix dates, no work is actually done and VM are just hoping sufficient customers leave to bring traffic back within capacity.

I can't tell much from your network log.  It is full of serious errors that show loss of connection between the hub and the network gear, but that could be a resolvable fault on your line or an area fault including the over-utilisation.  I suspect it is both, so your connection reliability might be improved, but some latency problems may remain.

The quickest fix for over-utilisation faiults (sadly) is to leave, because VM have a track record of zero honesty and transparency on what is being done with over-utilisation.  If you want to persevere with VM and hope, then I suggest that you also post the Downstream and Upstream data from the same page you found the Network log, (ideally formatted text, that's a lot easier to read, but not an image), and you set up a Broadband Quality Monitor.  Let that run for 24 hours and post a link to a shared snapshot chart here.

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Re: High packet loss and latency

Thank you Andruser.

Here are better logs:

Downstream:

 

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

14027500000.740256 qam25
21947500000.740256 qam8
32027500000.540256 qam9
42107500000.240256 qam10
52187500000.240256 qam11
62267500000.540256 qam12
72347500000.240256 qam13
8242750000040256 qam14
92507500000.240256 qam15
102587500000.240256 qam16
11266750000040256 qam17
12274750000040256 qam18
132827500000.540256 qam19
142907500000.540256 qam20
152987500000.240256 qam21
163067500000.440256 qam22
173147500000.740256 qam23
183227500000.540256 qam24
19410750000140256 qam26
204187500000.740256 qam27
214267500000.240256 qam28
22434750000040256 qam29
234427500000.240256 qam30
24450750000040256 qam31



Downstream bonded channels

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

1Locked40.9170
2Locked40.9292436
3Locked40.3118047
4Locked40.3302123
5Locked40.3447131
6Locked40.3996145
7Locked40.3156090
8Locked40.3603150
9Locked40.946267
10Locked40.966084
11Locked40.3363152
12Locked40.3113958
13Locked40.919927
14Locked40.914813
15Locked40.3790
16Locked40.3390
17Locked40.3700
18Locked40.3510
19Locked40.9150
20Locked40.3180
21Locked40.9120
22Locked40.3160
23Locked40.9200
24Locked40.3150

 

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Re: High packet loss and latency

and -
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000314.475512064 qam3
2394000144.325512064 qam4
3537000004.425512064 qam2
4603000004.575512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

Network LogTime Priority Description
14/07/2020 09:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 13:03:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 08:58:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 23:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 23:11:57criticalReceived 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;
08/07/2020 00:23:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:10:44criticalReceived 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;
08/07/2020 00:09:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:57:21criticalReceived 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;
07/07/2020 23:56:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:56:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:56:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:56:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:56:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:50:10criticalReceived 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;

 

I'll setup the monitor and post.

My gut feeling is it's both too. The support folks don't do anything as they see the over utilisation marker on the area and pin anything on that. I'd rather stay as when it was good (must be about 7 years good service), it's been worth this high charges VM have. But obviously, it's not now and as work from home, i don't have much to lose by jumping ship to other ISP.

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Re: High packet loss and latency

I'd reboot your hub and post a fresh set of logs in 24 hours as if those Post RS Errors errors are the same you might also have an interference issue along with over utilisation. 

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Re: High packet loss and latency

The low error count on higher channel numbers suggest that hub has recently been rebooted.  And if that's the case, the error count on lower channels is troubling, and will part of the problems.

Unfortunately, the power levels are excellent, exactly where they need to be, the signal to noise ratio is impressively good, and there's nothing showing on the upstream modulation.  Unfortunate because they're easy to prove and usually easy for a technician to fix.  But the Network log is a real stinky affair, showing a lot of breakdown in communication between your hub and the network gear.  That could be over-utilisation, but equally it could be upstream noise.  Upstream noise isn't reported by the hub, but is often detected by the hub dropping upstream modulation, and that doesn't show at the moment you took the hub status, but doesn't mean it isn't happening.

Let's see what the BQM shows, if there's problems through the small hours then there's a case for pressing the forum staff to get a technician out.  If all looks good between midnight and 8am, then it seems more likely that the over-utilisation is the vast majority of the issue, and sadly your best option will be a new ISP, but we can worry about that when the BQM is showing a full 24 hours.

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Re: High packet loss and latency

Today's update, downstream log:

Downstream bonded channels

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

1Locked40.3140
2Locked40.9240
3Locked40.3240
4Locked40.3190
5Locked40.3250
6Locked40.3100
7Locked40.390
8Locked40.9120
9Locked40.3120
10Locked40.390
11Locked40.360
12Locked40.3100
13Locked40.390
14Locked40.360
15Locked40.350
16Locked40.360
17Locked40.9260
18Locked40.3190
19Locked40.3230
20Locked40.3180
21Locked40.300
22Locked40.360
23Locked40.3150
24Locked40.360

 

And the broadband monitor... next post

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Re: High packet loss and latency

 

Screenshot 2020-07-15 at 13.31.55.png

The broadband monitor looks to me like it's mostly utilisation. Pocket loss is awful for my circumstances 😞

I rebooted router before starting this test and the downstream log is from then. I will add the network log next post (seems a limit on content per post).

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Re: High packet loss and latency

And finally, network log:

 
Time Priority Description
15/07/2020 08:30:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 21:37:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 21:37:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 14:39:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 09:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 13:03:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 08:58:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 23:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 23:11:57criticalReceived 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;
08/07/2020 00:23:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:10:44criticalReceived 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;
08/07/2020 00:09:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 00:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:57:21criticalReceived 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;
07/07/2020 23:56:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 23:56:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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