Virgin Media Community

[Keenangee]

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

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

3.0 Downstream channels

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

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

[Andrew-G]

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).

[Keenangee]

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)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

159

Locked

41

-1.1

15408768

0

3.0 Upstream channels

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

3.0 Upstream channels

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

Network Log

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;

[Alex_RM]

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

[Keenangee]

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

My hub is back in router mode now too.

[Keenangee]

Here's my BQM in router mode too

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0b4b9b6facc14f5ac2af3b36636ec6a63ee7ba4b

[Keenangee]

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;

[Serena_C]

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