Internet drops out / lag spikes

[Riddy]

Hi,

I've been recommended to post here, although it seems there's a lot of people with the same issue as me, but I will follow the channels to see what happens.

For some months now, my wife and I have been experiencing latency issues. These can show up as showing as 'connected' but not (pages won't load, WhatsApp messages will not send/receive etc). Also, whilst gaming, disconnects and spikes.

I've tried multiple restarts, 2 complete factory resets of the Hub 3, but nothing seems to help. The download speeds (on the 5ghz) is absolutely fine, but it's the latency/drop outs that are the real issue. Strangely, my neighbour who is also with Virgin Media has the exact same issue!

We only use WiFi, and have not had the problem show itself until a few months ago.

Here's the info from the Router Status page.

Downstream bonded channels

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	447	1
2	Locked	38.6	319	0
3	Locked	38.6	352	11
4	Locked	38.6	318	0
5	Locked	37.6	483	43
6	Locked	37.6	620	0
7	Locked	37.6	929	17
8	Locked	38.6	1017	0
9	Locked	38.6	555	0
10	Locked	37.6	689	0
11	Locked	37.6	497	34
12	Locked	38.6	454	0
13	Locked	38.6	447	0
14	Locked	38.6	858	11
15	Locked	38.6	332	0
16	Locked	38.6	485	13
17	Locked	38.6	373	16
18	Locked	38.6	477	0
19	Locked	38.6	410	0
20	Locked	38.9	423	26
21	Locked	38.9	379	0
22	Locked	38.9	329	13
23	Locked	38.6	285	0
24	Locked	38.6	356	30

Refresh data

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

1	60300000	45.8	5120	64 qam	1
2	46200000	44.5	5120	64 qam	3
3	39400000	44.3	5120	64 qam	4
4	53700000	45.3	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	4	0

Refresh data

Network LogTime Priority Description

26/06/2021 14:05:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 10:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 15:17:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 22:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 00:50:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 12:40:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 10:06:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 10:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 23:22:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 22:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 01:09:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 10:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 05:09:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 22:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 16:29:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 10:03:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2021 05:31:52	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 16:01:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 16:08:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 16:54:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks in advance for any help

[Hayley_S]

Hello @Riddy,

I am sorry that the engineer visit did not fix your current problems.

I can see you have many devices connected to your WI-FI connection, can you please try disconnecting all device and then connecting them one by one? Then run the tests and see which device is causing the current issues? 

Let me know how this goes.

Thanks,

[Riddy]

Hi Hayley,

Already started, but rather than disconnecting all then adding them back in, I'm disconnecting one at a time. The issue happens every now and then, so is going to take some time...that's IF it is one of my devices causing it. It's odd that my neighbour is having the exact same issue and he is also with VM.

[Hayley_S]

Thank you for telling me this @Riddy.

I have emailed the area field manager for your area, once I have an update I will let you know what has been said.

I hope this helps for now.

Many thanks,

[Riddy]

Hi All,

This is the link to the BQM. I assume that's the one you need?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5db330b90921b7bbccc49054f4cd0d02d6...

[Ashleigh_C]

Thank you for providing this @Riddy BQM's are a really helpful way for us to understand what is happening with your Hub. 

I have just checked and we have not yet heard anything from the email, but Hayley is now chasing this for you.

Thank you very much. 

[Riddy]

Hi,

Any updates? Still having the problem. 

[Laurie_C]

Hi Riddy,

I can see that the Field Manager in your area has booked an appointment to perform a full WiFi check on your property. I'll just send you a Private Message to confirm the full details.

Kind regards,

Laurie