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Lag spikes how to fix?

user979420
Tuning in

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?

Untitled3.jpg

 

 

21 REPLIES 21

jbrennand
Very Insightful Person
Very Insightful Person

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


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

legacy1
Alessandro Volta

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

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user979420
Tuning in

Downstream bonded channels

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

11390000001.540256 qam1
21470000001.540256 qam2
31550000001.540256 qam3
41630000001.740256 qam4
5171000000238256 qam5
6179000000238256 qam6
7187000000238256 qam7
8195000000238256 qam8
9203000000238256 qam9
10211000000238256 qam10
11219000000240256 qam11
122270000001.940256 qam12
132350000001.738256 qam13
142430000001.438256 qam14
152510000001.238256 qam15
162590000000.940256 qam16
172670000000.740256 qam17
182750000000.538256 qam18
192830000000.540256 qam19
202910000000.438256 qam20
212990000000.738256 qam21
223070000000.538256 qam22
233150000000.738256 qam23
243230000000.938256 qam24



Downstream bonded channels

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

1Locked40.3100
2Locked40.350
3Locked40.350
4Locked40.360
5Locked38.660
6Locked38.6200
7Locked38.9190
8Locked38.6230
9Locked38.6190
10Locked38.990
11Locked40.370
12Locked40.360
13Locked38.9100
14Locked38.9110
15Locked38.960
16Locked40.360
17Locked40.380
18Locked38.9200
19Locked40.3150
20Locked38.980
21Locked38.9100
22Locked38.9150
23Locked38.6100
24Locked38.9110

Upstream bonded channels

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

13940019333512032 qam4
24620002433512032 qam3
35370022033512032 qam2
46030031233512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

01/07/2023 14:26:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2023 13:06:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2023 03:35:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 10:55:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2023 08:47:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 10:39:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2023 09:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2023 23:21:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2023 21:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2023 20:25:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2023 09:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2023 16:57:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 21:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2023 10:17:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2023 09:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2023 09:45:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 21:23:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2023 08:54:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2023 18:43:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2023 07:18:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Client62
Hero

Upstream bonded channels

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

13940019333512032 qam4
24620002433512032 qam3
35370022033512032 qam2
46030031233512064 qam1

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.

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
Very Insightful Person
Very Insightful Person

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.

 


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

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

Beth

Hi

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

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

Beth