on 22-10-2021 14:48
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
25 | 330750000 | 4.1 | 40.4 | QAM256 | 25 |
10 | 210750000 | 4.8 | 40.4 | QAM256 | 10 |
11 | 218750000 | 4.8 | 40.9 | QAM256 | 11 |
12 | 226750000 | 4.4 | 40.4 | QAM256 | 12 |
13 | 234750000 | 3.9 | 40.4 | QAM256 | 13 |
14 | 242750000 | 3.4 | 40.4 | QAM256 | 14 |
15 | 250750000 | 3.5 | 40.4 | QAM256 | 15 |
16 | 258750000 | 3.6 | 40.4 | QAM256 | 16 |
17 | 266750000 | 3.9 | 40.4 | QAM256 | 17 |
18 | 274750000 | 4.3 | 40.4 | QAM256 | 18 |
19 | 282750000 | 3.8 | 40.4 | QAM256 | 19 |
20 | 290750000 | 3.7 | 40.4 | QAM256 | 20 |
21 | 298750000 | 3.6 | 40.9 | QAM256 | 21 |
22 | 306750000 | 4.1 | 40.4 | QAM256 | 22 |
23 | 314750000 | 4 | 40.4 | QAM256 | 23 |
24 | 322750000 | 4.6 | 40.4 | QAM256 | 24 |
26 | 338750000 | 4 | 40.4 | QAM256 | 26 |
27 | 346750000 | 3.8 | 39 | QAM256 | 27 |
28 | 354750000 | 3.8 | 40.4 | QAM256 | 28 |
29 | 362750000 | 3.6 | 39 | QAM256 | 29 |
30 | 370750000 | 3.2 | 39 | QAM256 | 30 |
31 | 378750000 | 3.4 | 40.4 | QAM256 | 31 |
32 | 386750000 | 3 | 39 | QAM256 | 32 |
33 | 394750000 | 2.8 | 40.9 | QAM256 | 33 |
34 | 402750000 | 2.5 | 39 | QAM256 | 34 |
35 | 410750000 | 2.6 | 40.4 | QAM256 | 35 |
36 | 418750000 | 2.3 | 40.4 | QAM256 | 36 |
37 | 426750000 | 2.5 | 40.4 | QAM256 | 37 |
38 | 434750000 | 2.2 | 40.4 | QAM256 | 38 |
39 | 442750000 | 2.5 | 40.9 | QAM256 | 39 |
40 | 450750000 | 2.1 | 39 | QAM256 | 40 |
25 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.946209 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
32 | Locked | 38.983261 | 0 | 0 |
33 | Locked | 40.946209 | 0 | 0 |
34 | Locked | 38.983261 | 0 | 0 |
35 | Locked | 40.366287 | 0 | 0 |
36 | Locked | 40.366287 | 0 | 0 |
37 | Locked | 40.366287 | 0 | 0 |
38 | Locked | 40.366287 | 0 | 0 |
39 | Locked | 40.946209 | 0 | 0 |
40 | Locked | 38.983261 | 0 | 0 |
on 22-10-2021 16:42
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).
on 22-10-2021 16:50
Thanks for the reply, it wouldn't let me post the remainder of the stats at first but here they are
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 | 96 | 4K | 1880 | QAM4096 | 759 |
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 | Locked | 41 | -1.1 | 15408768 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 41.5 | 5120 KSym/sec | 64QAM | 3 |
2 | 32600000 | 41.8 | 5120 KSym/sec | 64QAM | 5 |
3 | 39400000 | 41.3 | 5120 KSym/sec | 64QAM | 4 |
4 | 53700000 | 42.3 | 5120 KSym/sec | 64QAM | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Time Priority Description
Thu 01/01/1970 00:01:25 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 13/10/2021 23:10:36 | 5 | MIMO 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 10:09:26 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 16/10/2021 10:09:27 | 6 | DHCP 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 05:14:53 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 19/10/2021 18:35:56 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 19/10/2021 18:35:56 | 6 | DHCP 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 18:31:31 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 20/10/2021 18:31:31 | 6 | CM-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 18:31:32 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 20/10/2021 18:31:35 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 20/10/2021 18:31:35 | 6 | CM-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 18:31:36 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 20/10/2021 18:31:40 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 20/10/2021 18:31:42 | 6 | CM-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 14:17:18 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 23-10-2021 13:35
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
on 23-10-2021 14:43
Hi, I'm using a wired connection and have also tried multiple ethernet cables.
My hub is back in router mode now too.
on 24-10-2021 21:53
Here's my BQM in router mode too
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0b4b9b6facc14f5ac2af3b36636ec6a63ee7ba4b
on 26-10-2021 15:45
Here's some new logs too:
Mon 25/10/2021 15:25:44 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 25/10/2021 18:06:40 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 28-10-2021 15:54
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