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Latency issues (reoccuring)

Hello,

I've been a VM customer for over 20 years and recently added another connection at another address I moved to in April 2020 this year.

For the last month or so the connection has been very poor and I'm noticing high latency spikes and dropouts which affects my work environment and any gaming I partake in.

I notice when playing games with including a latency detector I always see the icon in-game and ping tests match up with the latency spikes occurring.

I have already had a VM engineer out as they said they saw faults with my SH3, so this was replaced and they checked signal, etc. A bit more than a week has passed since the replacement hub was installed and the latency plague is back! It's terrible, if I was not in IT and just had a few iPads then a lot of this would go unnoticed...

I can only assume this is a VM network routing or congestion issue and would appreciate it if VM took it further and logged a fault case.A credit has already been applied to my account for the recent issue so I know this is not a personal equipment issue at home.

I have attached my modem statistics below and will upload my BQM once a few full days have elapsed. 

I notice this problem is occurring when I perform a speed test and receive a much poorer / slower performance on download and upload. I usually receive 370 down and 36 up. When the issue occurs the speeds are around 170 down and 15 up. That's over a 50% reduction! 

 

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Re: Latency issues (reoccuring)

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
363000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13630000003.937256 qam29
22030000001.936256 qam9
32110000001.736256 qam10
42190000001.536256 qam11
52270000001.236256 qam12
62350000001.236256 qam13
72430000000.736256 qam14
8251000000136256 qam15
92590000000.936256 qam16
102670000001.236256 qam17
112750000001.436256 qam18
122830000001.737256 qam19
13291000000237256 qam20
142990000002.236256 qam21
153070000002.737256 qam22
163150000003.437256 qam23
17323000000437256 qam24
18331000000437256 qam25
193390000003.737256 qam26
203470000003.737256 qam27
213550000003.737256 qam28
223710000003.937256 qam30
233790000003.937256 qam31
243870000004.338256 qam32





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Re: Latency issues (reoccuring)

Downstream bonded channels

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

1 Locked 37.6 22 0
2 Locked 36.6 52 0
3 Locked 36.6 36 0
4 Locked 36.6 34 0
5 Locked 36.3 75 0
6 Locked 36.6 64 0
7 Locked 36.3 156 0
8 Locked 36.3 99 0
9 Locked 36.3 108 0
10 Locked 36.6 105 0
11 Locked 36.6 62 0
12 Locked 37.3 60 0
13 Locked 37.3 51 0
14 Locked 36.6 48 0
15 Locked 37.3 27 0
16 Locked 37.6 13 0
17 Locked 37.6 23 0
18 Locked 37.6 27 0
19 Locked 37.3 26 0
20 Locked 37.6 27 0
21 Locked 37.6 19 0
22 Locked 37.6 26 0
23 Locked 37.6 16 0
24 Locked 38.6 9 0


Upstream bonded channels

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

1 46200000 44.8 5120 64 qam 3
2 39400000 44.8 5120 64 qam 4
3 53700000 44.8 5120 64 qam 2
4 60300000 44.8 5120 64 qam 1
Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
foA,.iyewrkldJKDHSUBsgvca

Time Priority Description

22/11/2020 20:44:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 17:36:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 16:59:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 16:59:45Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 07:47:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 14:10:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 13:44:54Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 13:42:1noticeSW download Successful - Via Config file
21/11/2020 13:39:41noticeSW Download INIT - Via Config file
21/11/2020 13:17:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 13:17:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 06:21:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 01:17:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 01:17:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 07:53:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 13:17:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 13:17:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:09:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:02:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 12:02:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Any support that can get me across the line and back to normality would be much appreciated. I'm pulling my hair out here, it's very frustrating.

Cheers

Sam

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Superfast
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Message 4 of 12
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Re: Latency issues (reoccuring)

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

As the stats don't look too bad it could be you are in a congested/oversubscribed area.

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Message 5 of 12
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Re: Latency issues (reoccuring)

As above, I only started the BQM yesterday evening. But have the live link sure, it seems yesterday evening was very poor in terms of latency and 'normal' right now as it stands. I expect it to go barmy later today!

Live Graph URL

 

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Message 6 of 12
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Re: Latency issues (reoccuring)

Started occurring at 2:30PM Today.

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Message 7 of 12
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Re: Latency issues (reoccuring)

This is live...

All over the shop, wired connection.

Reply from 8.8.8.8: bytes=32 time=22ms TTL=117
Reply from 8.8.8.8: bytes=32 time=81ms TTL=117
Reply from 8.8.8.8: bytes=32 time=104ms TTL=117
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Reply from 8.8.8.8: bytes=32 time=32ms TTL=117
Reply from 8.8.8.8: bytes=32 time=149ms TTL=117
Reply from 8.8.8.8: bytes=32 time=59ms TTL=117
Reply from 8.8.8.8: bytes=32 time=18ms TTL=117
Reply from 8.8.8.8: bytes=32 time=54ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=163ms TTL=117
Reply from 8.8.8.8: bytes=32 time=60ms TTL=117
Reply from 8.8.8.8: bytes=32 time=63ms TTL=117
Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
Reply from 8.8.8.8: bytes=32 time=30ms TTL=117
Reply from 8.8.8.8: bytes=32 time=175ms TTL=117
Reply from 8.8.8.8: bytes=32 time=43ms TTL=117
Reply from 8.8.8.8: bytes=32 time=18ms TTL=117
Reply from 8.8.8.8: bytes=32 time=213ms TTL=117
Reply from 8.8.8.8: bytes=32 time=54ms TTL=117
Reply from 8.8.8.8: bytes=32 time=64ms TTL=117
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Reply from 8.8.8.8: bytes=32 time=253ms TTL=117
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=172ms TTL=117
Reply from 8.8.8.8: bytes=32 time=204ms TTL=117
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Reply from 8.8.8.8: bytes=32 time=32ms TTL=117
Reply from 8.8.8.8: bytes=32 time=111ms TTL=117

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Message 8 of 12
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Re: Latency issues (reoccuring)

Having similar issues posted a thread yesterday the spikes aren't as bad as yours though it's starting to really annoy me. 

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Message 9 of 12
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Re: Latency issues (reoccuring)

Spoken to someone different today and they said what I'm experiencing is related to utilisation in my area, so likely a faulty cable to the property or by the cabinet/exchange. I have an engineer coming Thursday, not much I can do about it until then.

Some cables must be very old or damaged and cannot cope with the increased capacity that's occurring at the moment due to home working.

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Message 10 of 12
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Re: Latency issues (reoccuring)

Why would utilisation have to do with a faulty cable?

Its better QoS to deal with utilisation.

 

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