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steveman1
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Hub 2 with high latency and packet loss

I am a VM customer for many years and have always been happy with the broadband... until recently. I have M200 with download and upload speeds as should be when connected by ethernet to Hub 2 router. I was sent a Hub 3 but it was so bad I had to get them to downgrade me. Recently, I have had issues of the connection dropping several times a day. We are 2 workers and 3 children all at home and the wifi seems to be doing its job on multiple devices during the day.

However, the recent issues I'm not sure about. I have joined think broadband and have run the BQM for a couple of weeks now but not too sure what the graph is really telling me. There are huge spikes in latency and up to 100% packet loss. I rang VM today and they said to unplug the router etc for 10 mins then get back to them, which I am intending to do tomorrow.

Here is my BQM graph from a Friday. I would be grateful if someone with knowledge of reading the graphs thinks this sounds like an external issue or wifi related or something else. I don't want to buy a router quite yet to connect to the VM router. 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f75ca6eab1bcc9ad6b3267d7eb6974cb80de0710-12-02-2021]My Broadband Ping[/url]

Thanks in advance.

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jbrennand
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Re: Hub 2 with high latency and packet loss

Not great - do this...
__________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up click on the “router status” icon/text at top right corner of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – the Downstream, the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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steveman1
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Re: Hub 2 with high latency and packet loss

Thanks John

Here is the data. If someone is happy to look at and give feedback. Thanks in advance.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 411000000 419000000 427000000 435000000 443000000 451000000 459000000 467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) 6.14 6.02 5.96 5.99 6.00 6.12 6.12 6.08
RxMER (dB) 37.36 37.64 37.09 37.09 38.26 37.94 38.26 37.94
Pre RS Errors 719896 740794 844510 1005018 989885 1072483 1076474 1109075
Post RS Errors 9335 4037 9307 10991 8253 9152 8716 8902

 

Upstream  US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 2.0 2.0
Channel ID 2 4 3 1
Frequency (Hz) 39400000 25800000 32600000 46200000
Ranging Status Success Success Success Success
Modulation 64QAM 32QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 38.25 38.75 37.75 39.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 3 0 0 2
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
13/02/2021 21:06:02 GMT 13/02/2021 21:06:02 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 21:06:02 GMT 13/02/2021 21:06:02 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 20:33:41 GMT 13/02/2021 20:33:41 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/02/2021 20:33:40 GMT 13/02/2021 20:33:40 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/02/2021 20:33:38 GMT 13/02/2021 20:33:38 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 20:33:37 GMT 13/02/2021 20:33:37 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
13/02/2021 12:40:39 GMT 13/02/2021 12:40:39 GMT Error (4) 68010302 DHCP WAN IP - [MOD EDIT: REMOVED]
13/02/2021 12:39:46 GMT 13/02/2021 12:39:46 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
13/02/2021 12:39:38 GMT 13/02/2021 12:39:38 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
13/02/2021 10:27:00 GMT 13/02/2021 10:27:00 GMT Error (4) 68010302 DHCP WAN IP - [MOD EDIT: REMOVED]
13/02/2021 10:26:01 GMT 13/02/2021 10:26:01 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/02/2021 22:27:49 GMT 12/02/2021 22:27:49 GMT Error (4) 68010302 DHCP WAN IP - [MOD EDIT: REMOVED]
12/02/2021 22:26:50 GMT 12/02/2021 22:26:50 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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steveman1
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Re: Hub 2 with high latency and packet loss

Talked to VM today as connection kept dropping out. Some devices OK but my laptop connected to router by ethernet cable would not connect to internet. Had disconnected everything this morning then carefully put it all back together. Numerous restarts. Download and upload speeds spot on. VM are sending out Hub 3 again. They say all OK from their end but Hub 2 not able to give all data they need. Reluctant to connect Hub 3 as it was so bad last time I connected it I had to plead to them to downgrade as it was work threatening. Would appreciate if someone could analysis the data I posted yesterday.

Once again, thanks in advance. 16+ years with Virgin and never any issues.. until Covid. 

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jbrennand
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Re: Hub 2 with high latency and packet loss

Does look like a connection issue. Can you reset it as per below and see that the RS error counts all reset to 0 (press the reset counter buttons if they dont). Then see if they start increasing into the 1000's - they shouldn't (although a few hundred is normal for an SH2

Also, post a link to the "share live graph" so we can see what the connection is like now.

Put the Hub3 on and see what its like - you can keep the SH2 and ask them to reactivate it onto your account if it's worse.
________________________________________

First, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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steveman1
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Re: Hub 2 with high latency and packet loss

Cheers John

Will follow your instructions when Hub 3 arrives Tuesday and update. Appreciate the advice.
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steveman1
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Re: Hub 2 with high latency and packet loss

Hey John and Community

Just wanted to update you all.

Hub 3 arrived Tuesday. On Wednesday I followed John's instructions and stripped everything down and checked all equipment and coax cables etc and put back together. I had also purchased an ASUS RT-AC 86U router, as recommended by several VM customers. I connected the Hub 2 back and connected to ASUS router with Hub 2 in modem mode. All looking good since then, no package loss and the latency lower but still with high peaks. So, not quite sure if it was the stripping down that helped things or the router. Speed test shows much improved speeds on wifi devices than before. I am attaching BQM graph from today and the data as previous supplied. Make what you can of it but would be happy to hear some feedback. Hub 3 still in box... for now!

Cheers Steve

https://www.thinkbroadband.com/broadband/monitoring/quality/share/12bbed3d575e08083ac6a4ee185e18436c8c9cd5

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)411000000419000000427000000435000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)5.715.615.495.485.465.525.535.49
RxMER (dB)38.6138.9838.2638.2639.4039.4039.4038.98
Pre RS Errors45112284671178537188763596506347214683393968530007034590
Post RS Errors3203032939569861053971993

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)39400000258000003260000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Symbol/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)37.2538.2537.0038.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
21/02/2021 20:37:27 GMT21/02/2021 20:37:27 GMTWarning (5)66050310Auth Success - Web login successful.
20/02/2021 14:33:48 GMT20/02/2021 14:33:48 GMTError (4)68010300DHCP RENEW WARNING - Field invalid in response v4 option
18/02/2021 11:00:24 GMT18/02/2021 11:00:24 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
18/02/2021 10:49:59 GMT18/02/2021 10:49:59 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
18/02/2021 00:42:09 GMT18/02/2021 00:42:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
17/02/2021 16:26:36 GMT17/02/2021 16:26:36 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
17/02/2021 15:57:00 GMT17/02/2021 15:57:00 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
17/02/2021 15:41:40 GMT17/02/2021 15:41:40 GMTWarning (5)66050310Auth Success - Web login successful.
17/02/2021 15:39:49 GMT17/02/2021 15:39:49 GMTWarning (5)66050310Auth Success - Web login successful.
17/02/2021 15:22:47 GMT17/02/2021 15:22:47 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
17/02/2021 15:20:09 GMT17/02/2021 15:20:09 GMTWarning (5)66050310Auth Success - Web login successful.
17/02/2021 15:18:29 GMT17/02/2021 15:18:29 GMTWarning (5)66050310Auth Success - Web login successful.
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