Menu
Reply
Keenangee
  • 5
  • 0
  • 0
Tuning in
501 Views
Message 1 of 8
Flag for a moderator

Latency Issue

Hi, I somewhat recently had VM M500 installed and since I've been experiencing serious latency issues whilst gaming. I have my VM in modem mode connected to a Netgear Xr500 with a wired connection to my pc, and I'm the only one using the Internet. I ran the health check on VM website and it said I needed an engineer to come out but I had to wait until the next day to check my own availability, now on the health checker it says everything is fine but I'm still experiencing the same issue. The BQM seems worse at peak times, but I experience the latency issues all throughout the day. My speeds are fine when checked, just the latency that's an issue, here are my stats:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5add9990ef8c38a5bf5d47d62df2879086e70d21

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253307500004.140.4QAM25625
102107500004.840.4QAM25610
112187500004.840.9QAM25611
122267500004.440.4QAM25612
132347500003.940.4QAM25613
142427500003.440.4QAM25614
152507500003.540.4QAM25615
162587500003.640.4QAM25616
172667500003.940.4QAM25617
182747500004.340.4QAM25618
192827500003.840.4QAM25619
202907500003.740.4QAM25620
212987500003.640.9QAM25621
223067500004.140.4QAM25622
23314750000440.4QAM25623
243227500004.640.4QAM25624
26338750000440.4QAM25626
273467500003.839QAM25627
283547500003.840.4QAM25628
293627500003.639QAM25629
303707500003.239QAM25630
313787500003.440.4QAM25631
32386750000339QAM25632
333947500002.840.9QAM25633
344027500002.539QAM25634
354107500002.640.4QAM25635
364187500002.340.4QAM25636
374267500002.540.4QAM25637
384347500002.240.4QAM25638
394427500002.540.9QAM25639
404507500002.139QAM25640

 

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked40.36628700
10Locked40.36628700
11Locked40.94620900
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.94620900
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked38.98326100
28Locked40.36628700
29Locked38.98326100
30Locked38.98326100
31Locked40.36628700
32Locked38.98326100
33Locked40.94620900
34Locked38.98326100
35Locked40.36628700
36Locked40.36628700
37Locked40.36628700
38Locked40.36628700
39Locked40.94620900
40Locked38.98326100
 

 

Tags (4)
0 Kudos
Reply
Andrew-G
  • 9.94K
  • 1.6K
  • 4.44K
Alessandro Volta
495 Views
Message 2 of 8
Flag for a moderator

Re: Latency Issue

The downstream power and SNR data looks OK, although the reported zero errors are down to a firmware bug, not because there are none.

The BQM shows continuing low level packet loss, which is usually a noise issue, and should be fixable, the latency profile looks unfortunately like there's network congestion.  The two are probably separate problems.  Check the BQM IP address is the one you have at the moment - normally they are very "sticky" and might not change for years, but mine has changed about three times this year (and that's not counting times the IP address has changed because I've been switching between modem and router mode on the hub).

You can post up the remaining status data for Upstream and for the Network log, which may or may not show more evidence, but fixing the noise fault will probably need a technician visit.  As for the apparent congestion, do a search of the forum on the term "over-utilisation", and see what comes up (Parental advisory: It's not good news).

0 Kudos
Reply
Keenangee
  • 5
  • 0
  • 0
Tuning in
490 Views
Message 3 of 8
Flag for a moderator

Re: Latency Issue

Thanks for the reply, it wouldn't let me post the remainder of the stats at first but here they are  

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM4096759



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked41-1.115408768

0

 

3.0 Upstream channels

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

14620000041.55120 KSym/sec64QAM3
23260000041.85120 KSym/sec64QAM5
33940000041.35120 KSym/sec64QAM4
45370000042.35120 KSym/sec64QAM2

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:253No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/10/2021 23:10:365MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 16/10/2021 10:09:264DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 16/10/2021 10:09:276DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 17/10/2021 05:14:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/10/2021 18:35:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 19/10/2021 18:35:566DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:313SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:316CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:323SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:355Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:356CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:365Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:403SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 20/10/2021 18:31:426CM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/10/2021 14:17:185MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tags (4)
0 Kudos
Reply
Alex_RM
  • 6.31K
  • 328
  • 463
Forum Team
Forum Team
452 Views
Message 4 of 8
Flag for a moderator

Re: Latency Issue

Hi Keenangee,

 

Thanks for posting and welcome to our community 🙂

 

Sorry to see you've been experiencing some issues with the connection. 

 

Do you use a wired or wireless connection?

 

Are you able to pop the hub back into router mode so we can go through diagnostics?

 

Alex_Rm

0 Kudos
Reply
Keenangee
  • 5
  • 0
  • 0
Tuning in
443 Views
Message 5 of 8
Flag for a moderator

Re: Latency Issue

Hi, I'm using a wired connection and have also tried multiple ethernet cables.

My hub is back in router mode now too.

Tags (4)
0 Kudos
Reply
Keenangee
  • 5
  • 0
  • 0
Tuning in
423 Views
Message 6 of 8
Flag for a moderator

Re: Latency Issue

Here's my BQM in router mode too

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0b4b9b6facc14f5ac2af3b36636ec6a63ee7ba4b
Tags (4)
0 Kudos
Reply
Keenangee
  • 5
  • 0
  • 0
Tuning in
402 Views
Message 7 of 8
Flag for a moderator

Re: Latency Issue

Here's some new logs too:

Mon 25/10/2021 15:25:443No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 25/10/2021 18:06:405MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tags (4)
0 Kudos
Reply
Serena_C
  • 2.19K
  • 91
  • 214
Forum Team (Retired)
Forum Team (Retired)
386 Views
Message 8 of 8
Flag for a moderator

Re: Latency Issue

Thank you for posting your BQM graph and logs @Keenangee

 

I would like to take a look at your account to see what we can do about these latency spikes you are experiencing. I shall send you a private message now to obtain the details required. Please lookout for the purple envelope in the top right corner and get back to me when you can.

 

Kind regards,

Serena

0 Kudos
Reply