Issues with Citrix latency

[Swifty1]

Hi

I'm hoping someone can help me resolve issues i am having connecting to Citrix.  My setup is a desktop PC connecting through wifi to a Hub 3 (I am on the 200mbs package).  I dont have issues with the speed or latency for anything other than Citrix.  I have tried a cabled connection and get the same issues.  Basically on Citrix, there is a latency of around 3-4 seconds for everything I do, typing, moving the mouse etc.  It makes it impossible to do any work.

One interesting thing is that I was recently staying at an airbnb at the end of my road, around 50m away from my house.  They had Virgin too, a slower package, but I had zero issues using citrix (over a wired connection) for two weeks straight. 

I'm sure its a problem with my connection somewhere down the line but i'm not sure what it could be.

I am told there is currently an issue in the area as well (but the problem with Citrix has persisted for a few weeks regardless of any recent area issues). 

Thanks in advance, logs below:

Downstream bonded channels

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

1	138750000	9.3	40	256 qam	1
2	146750000	9	40	256 qam	2
3	154750000	9.1	40	256 qam	3
4	162750000	9.4	40	256 qam	4
5	170750000	9.5	40	256 qam	5
6	178750000	9	40	256 qam	6
7	186750000	9.1	40	256 qam	7
8	194750000	9.5	40	256 qam	8
9	202750000	9	40	256 qam	9
10	210750000	8.5	40	256 qam	10
11	218750000	8.9	40	256 qam	11
12	226750000	9	40	256 qam	12
13	234750000	7.5	38	256 qam	13
14	242750000	6.8	38	256 qam	14
15	250750000	8.5	40	256 qam	15
16	258750000	9.1	40	256 qam	16
17	266750000	9.3	40	256 qam	17
18	274750000	9.1	40	256 qam	18
19	282750000	9.5	40	256 qam	19
20	290750000	9.6	40	256 qam	20
21	298750000	10	40	256 qam	21
22	306750000	10.4	40	256 qam	22
23	314750000	10.5	40	256 qam	23
24	322750000	11.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	40.3	6	0
3	Locked	40.3	3	0
4	Locked	40.9	5	0
5	Locked	40.9	7	0
6	Locked	40.9	0	0
7	Locked	40.3	5	0
8	Locked	40.3	4	0
9	Locked	40.3	5	0
10	Locked	40.9	3	0
11	Locked	40.3	4	0
12	Locked	40.3	0	0
13	Locked	38.6	0	0
14	Locked	38.9	8	0
15	Locked	40.3	11	0
16	Locked	40.3	6	0
17	Locked	40.3	6	0
18	Locked	40.3	5	0
19	Locked	40.9	5	0
20	Locked	40.3	6	0
21	Locked	40.3	6	0
22	Locked	40.3	5	0
23	Locked	40.3	0	0
24	Locked	40.3	17	0

Upstream bonded channels

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

1	53700000	43.5	5120	64 qam	7
2	39400000	43	5120	64 qam	9
3	46200000	43.3	5120	64 qam	8
4	60300000	43.8	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

 

[Swifty1]

Network Log

Time Priority Description

24/01/2022 10:25:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 10:24:33	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 09:31:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2022 23:15:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 19:40:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 21:12:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 05:40:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 05:39:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 02:24:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 01:28:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 07:40:33	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2022 16:34:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 03:03:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 19:05:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2022 11:54:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 14:11:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 23:54:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 12:07:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 14:37:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Some of the downstream power levels are too high, out of spec. You probably need a technician's visit, but first you need to check if there are any local faults.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Swifty1]

Thanks for the response.  I can see there are no issues in my area. 

By the way, pingtest, speedtest etc all works fine, no dropped packets etc.  my issue is only within the Citrix environment.

Hopefully someone from VM can take a look

Thanks

[Paulina_Z]

Hi @Swifty1

Welcome to our Community Forums! I'm very sorry to hear that you're experiencing some ongoing issues with your connection. 

I was able to check our systems and I can see that you're experiencing some problems with your downstream power levels. I will be more than happy to look into this further for you via Private Message. 

Please keep an eye out for a purple envelope at the top right corner. I will be in touch with you soon.

Thank you.

[Paulina_Z]

Hi @Swifty1
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.