Latency Spikes and Package loss

[h6LuUsx8]

I'm using M250 Virgin media broadband and it is ok for media consumption (e.g. YouTube/Netflix), but it has been unusable for either video calls or games. Both Video calls and games get random freezes. I suspected it was latency spikes and set up BQM which both confirmed it and to be honest, surprised me with the scale of the problem on some days.

Just some of the days within the last week:

 Live BQM 

I originally thought I must have a cabling issue for the internet to be that unusable, but I had a Virgin technician visiting who confirmed that there are no cabling, signal or hardware issues on my side. He even checked my cable up to the Virgin cabinet.

Can anything be done about this?

[jbrennand]

Just for clarity... are your connection issues happening at the same times on both wifi and ethernet cable connected devices ? What Hub model is it?  If Hub5 - is it a 5x?

Can we see the Hub data and see if there is something amiss that the Tech may have missed or appeared after their visit.

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

[h6LuUsx8]

The hub is Hub5 (not 5x).

I see the issues on all devices - ethernet and wifi at the same time. I used to have Virgin Hub in Modem mode, and my router and switch (TP-Link Omada), but when the issues started, I disabled the Modem mode to be able to pinpoint the exact problem in the whole setup. So BMQ is directly to Hub5 in router mode and I do see the same issues when wired directly to Virgin Hub.

The data:

3.0 Downstream channels

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

1	290000000	7.4	40	QAM 256	20
2	138000000	7.6	40	QAM 256	1
3	146000000	7.3	40	QAM 256	2
4	154000000	7.1	40	QAM 256	3
5	162000000	7	40	QAM 256	4
6	170000000	7	40	QAM 256	5
7	178000000	7.2	40	QAM 256	6
8	186000000	7.4	40	QAM 256	7
9	194000000	7.5	40	QAM 256	8
10	202000000	7.6	40	QAM 256	9
11	210000000	7.9	40	QAM 256	10
12	218000000	7.9	40	QAM 256	11
13	226000000	7.8	40	QAM 256	12
14	234000000	7.6	40	QAM 256	13
15	242000000	7.4	40	QAM 256	14
16	250000000	7.4	40	QAM 256	15
17	258000000	7.5	40	QAM 256	16
18	266000000	7.7	40	QAM 256	17
19	274000000	7.8	40	QAM 256	18
20	282000000	7.7	40	QAM 256	19
21	298000000	7.3	40	QAM 256	21
22	306000000	7.3	40	QAM 256	22
23	314000000	7.6	40	QAM 256	23
24	322000000	7.9	40	QAM 256	24
25	330000000	7.9	40	QAM 256	25
26	338000000	7.9	40	QAM 256	26
27	346000000	7.8	41	QAM 256	27
28	354000000	7.7	41	QAM 256	28
29	362000000	7.9	41	QAM 256	29
30	370000000	8	41	QAM 256	30
31	378000000	8	41	QAM 256	31
32	386000000	7.8	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	40	1	0
3	Locked	40	1	0
4	Locked	40	4	0
5	Locked	40	1	0
6	Locked	40	2	0
7	Locked	40	2	0
8	Locked	40	2	0
9	Locked	40	1	0
10	Locked	40	0	0
11	Locked	40	2	0
12	Locked	40	3	0
13	Locked	40	1	0
14	Locked	40	5	0
15	Locked	40	5	0
16	Locked	40	3	0
17	Locked	40	0	0
18	Locked	40	3	0
19	Locked	40	1	0
20	Locked	40	1	0
21	Locked	40	1	0
22	Locked	40	2	0
23	Locked	40	0	0
24	Locked	40	3	0
25	Locked	40	1	0
26	Locked	40	0	0
27	Locked	41	2	0
28	Locked	41	2	0
29	Locked	41	1	0
30	Locked	41	4	0
31	Locked	41	1	0
32	Locked	41	0	0

3.1 Downstream channels

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

8.1

1608316297

0

3.0 Upstream channels

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

0	49600000	40.8	5120	QAM 64	1
1	43100000	40.3	5120	QAM 64	2
2	36600000	40.3	5120	QAM 64	3
3	30100000	40.5	5120	QAM 64	4
4	23600000	40	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

34.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

16

1

Network Log

Time Priority Description

23-02-2024 21:46:22	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 21:46:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 17:02:23	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 17:02:23	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 16:31:54	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 16:31:54	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 15:40:37	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2024 15:40:37	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-02-2024 18:34:12	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-02-2024 18:30:56	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:33	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:33	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:30	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-02-2024 22:57:24	warning	Dynamic Range Window violation
21-02-2024 22:57:24	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:24	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:24	warning	Dynamic Range Window violation
21-02-2024 22:57:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:24	warning	Dynamic Range Window violation
21-02-2024 22:57:24	warning	Dynamic Range Window violation
21-02-2024 22:57:24	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:19	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:57:09	notice	Honoring MDD; IP provisioning mode = IPv4
21-02-2024 22:56:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2024 22:56:38	critical	Cable Modem Reboot because of - HW or Power-On Reset

[jbrennand]

Hub stats all look good to me - logs are odd and BQM is poor though ...

A VM person should take a look and comment here soon

[Ilyas_Y]

Hey @h6LuUsx8 Thanks for reaching out to us and a big warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the latency spikes and packet loss you are experiencing.
I will assist you on the matter and look in to this for you.

I will send a private message to further assist.

Kind regards,
Ilyas.