Lag spikes how to fix?

[user979420]

Hi

Past couple of weeks I've been getting bad lag spikes on my VM home broadband and my housemate has reported the same issue, where the internet completely freezes up for 5-30 seconds meaning we are getting frequent lag on streams, gaming etc. Both our computers are wired into the hub so it's not a wi-fi issue.

I have included a BQM here if it is useful, could anybody advise on how to fix this please?

[jbrennand]

BQM Looks ok.. lets see the connection details - can you do this...

--------------------------------

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

[legacy1]

Giving your using router mode and BQM is to hub how would problem show up by Ethernet? 

Look to get your own router with 1Gb ports and put hub in modem mode

[user979420]

Downstream bonded channels

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

1	139000000	1.5	40	256 qam	1
2	147000000	1.5	40	256 qam	2
3	155000000	1.5	40	256 qam	3
4	163000000	1.7	40	256 qam	4
5	171000000	2	38	256 qam	5
6	179000000	2	38	256 qam	6
7	187000000	2	38	256 qam	7
8	195000000	2	38	256 qam	8
9	203000000	2	38	256 qam	9
10	211000000	2	38	256 qam	10
11	219000000	2	40	256 qam	11
12	227000000	1.9	40	256 qam	12
13	235000000	1.7	38	256 qam	13
14	243000000	1.4	38	256 qam	14
15	251000000	1.2	38	256 qam	15
16	259000000	0.9	40	256 qam	16
17	267000000	0.7	40	256 qam	17
18	275000000	0.5	38	256 qam	18
19	283000000	0.5	40	256 qam	19
20	291000000	0.4	38	256 qam	20
21	299000000	0.7	38	256 qam	21
22	307000000	0.5	38	256 qam	22
23	315000000	0.7	38	256 qam	23
24	323000000	0.9	38	256 qam	24

Downstream bonded channels

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

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

Upstream bonded channels

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

1	39400193	33	5120	32 qam	4
2	46200024	33	5120	32 qam	3
3	53700220	33	5120	32 qam	2
4	60300312	33	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

01/07/2023 14:26:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2023 13:06:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2023 03:35:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 10:55:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 08:47:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 10:39:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 09:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2023 23:21:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2023 21:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2023 20:25:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2023 09:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2023 16:57:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 21:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2023 10:17:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2023 09:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2023 09:45:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 21:23:47	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 08:54:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 18:43:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2023 07:18:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

Upstream bonded channels

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

1	39400193	33	5120	32 qam	4
2	46200024	33	5120	32 qam	3
3	53700220	33	5120	32 qam	2
4	60300312	33	5120	64 qam	1

All upstream channels should be at 64 QAM, the 3 at 32 QAM are degraded due to line noise.

35-49 dBmV is the preferred power level for the Hub to transmit on Upstream Channels, you must be close to the street cabinet for the Hub to be operating at 33 dBmV.

Call 0800 561 0061 to see if there is a known SNR / Noise issue in your area.

[user979420]

Hi

I have tried calling that number and it said there are the automated message said there are no issues in my area then hung up

[jbrennand]

Try this

_______________

Call early 08.01 on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 - but no guarantee)

You could also try the freephone number 0800 052 0422 to discuss your account and see if that gets you there or the Sales team 0800 953 5353 

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Beth_G]

Hi user979420,

Thanks for your post. I'm sorry to see you've been experiencing some trouble with your broadband.

I've had a look at things on this end and all of your power levels seem to be in spec. I can see that disconnection shown on your BQM on our end too, however it looks like there was only one other disconnection the following day and the connection has been stable since.

Can you please ensure that all of the cables are secure in the back of the Hub and let me know if you've had any further issues since posting?

Thanks

[user979420]

Hi

I'm sure the cables are secure and I'm still getting the lag spikes

[Beth_G]

Hi user979420,

Thanks for getting back to us.

Do you have a live BQM graph set up? If so, can you please send us the link to it so we can take a look at the newer data?

Thank you