M350 Intermittent connection issues/ buffering - high latency

[robwynj]

Dear Forum/ VM Support,

I've been on VM M350 for a number of years, superb connection and flawless performance - zero issues.

I had an amazing new contract deal offered to me, to upgrade to GIG1 - I took it (and installed a new Hub 5 on 31st May) - but then had numerous connection issues (teams calls breaking up and going on hold and back up + speed fluctuations) and I had no other alternative but to be downgraded back to my original M350 package the day after (and re-installed my Hub 3 on 1st June).

The last week back on M350 hasn't been bad (had a couple of blips but nothing major), but today for some reason I've had the same sporadic issues I had with intermittent connectivity on the upgraded GIG1 (Hub 5) connection, but with my original M350 (Hub 3) connection now! I've had stuttering on Apple TV, Teams calls, it's been a nightmare to be honest today.

I've tried talking to VM support but to no avail. Download and upload speeds are fine and everything is great they tell me.

I have to work form home, and this isn't going to help me at all moving forwards. Everything was perfect until the GIG1 upgrade seemed to have spoilt everything.

Enclosed is a live BQM chart link - can anyone help please! Will post extra stats too from the Hub 3 if required. The latency spikes are huge!?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a12cc2330b316669ba647f219602fd9f5...

Many Thanks

[robwynj]

Downstream bonded channels

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

1	331000000	4.9	38	256 qam	25
2	203000000	5.4	38	256 qam	9
3	211000000	5.1	38	256 qam	10
4	219000000	4.8	38	256 qam	11
5	227000000	4.5	37	256 qam	12
6	235000000	4.3	38	256 qam	13
7	243000000	4.5	38	256 qam	14
8	251000000	4.6	38	256 qam	15
9	259000000	4.8	38	256 qam	16
10	267000000	4.9	38	256 qam	17
11	275000000	4.8	38	256 qam	18
12	283000000	4.5	38	256 qam	19
13	291000000	4.5	37	256 qam	20
14	299000000	4.6	37	256 qam	21
15	307000000	4.6	38	256 qam	22
16	315000000	4.4	38	256 qam	23
17	323000000	4.3	37	256 qam	24
18	339000000	4.5	38	256 qam	26
19	347000000	4.5	38	256 qam	27
20	355000000	4.3	38	256 qam	28
21	363000000	4.4	38	256 qam	29
22	371000000	4.4	38	256 qam	30
23	379000000	4.5	38	256 qam	31
24	387000000	4.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	5	0
2	Locked	38.6	18	0
3	Locked	38.6	3	0
4	Locked	38.6	5	0
5	Locked	37.6	6	0
6	Locked	38.9	1	0
7	Locked	38.6	6	0
8	Locked	38.6	6	0
9	Locked	38.6	7	0
10	Locked	38.6	4	0
11	Locked	38.6	5	0
12	Locked	38.6	5	0
13	Locked	37.6	6	0
14	Locked	37.6	4	0
15	Locked	38.6	6	0
16	Locked	38.6	0	0
17	Locked	37.6	2	0
18	Locked	38.6	7	0
19	Locked	38.6	1	0
20	Locked	38.6	5	0
21	Locked	38.6	5	0
22	Locked	38.6	6	0
23	Locked	38.6	5	0
24	Locked	38.9	8	0

[robwynj]

Upstream bonded channels

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

1	30100000	42.8	5120	64 qam	4
2	49600000	43.5	5120	64 qam	1
3	23600000	42.5	5120	32 qam	5
4	36600000	43	5120	64 qam	3
5	43100000	43	5120	64 qam	2

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	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[robwynj]

I also observed this in the Hub 3 logs from this morning:

08/06/2023 06:27:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[robwynj]

Used the ping function on the Hub 3 itself, and got the following - not sure if this accurate but thought I would post it anyway....

PING www.google.com (142.250.187.228): 64 data bytes
72 bytes from 142.250.187.228: seq=0 ttl=117 time=20.000 ms
72 bytes from 142.250.187.228: seq=1 ttl=117 time=90.000 ms
72 bytes from 142.250.187.228: seq=2 ttl=117 time=4010.000 ms
--- www.google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 20.000/1373.333/4010.000 ms

[Turahok]

LOL Read my Post... I got same issue as you!

[John_GS]

Hi @robwynj 

Thanks for posting and welcome back to the community. I am sorry to hear of the broadband issues. 

I can see you've spoke to the team since posting and they have booked a technician visit for you.

Please do let us know how this visit goes.

Best wishes.

[robwynj]

Hi John,

The engineer re-set (new ends) the cabling at both my side and the cabinet side of the cable. He also replaced the isolation unit/ box inside my house too, as the one there already was ancient/ out of spec I was told.

My latency (see BQM below) still seems a bit jumpy - I have quite a few pre RS errors on download, and 11 post RS errors (since Wednesday). The line seems more stable ie no teams calls being dropped now...

Can you check things at your end please? I am not sure the line as optimal - latency is quite high on Ookla speedtest download testing still (in the hundreds), and see 11 post RS errors?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a12cc2330b316669ba647f219602fd9f5... 

17/06/2023 21:05:22	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2023 11:45:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	Locked	38.6	32	0
2	Locked	38.6	53	0
3	Locked	38.9	55	0
4	Locked	38.9	60	0
5	Locked	38.9	58	0
6	Locked	38.9	48	0
7	Locked	38.9	52	0
8	Locked	38.9	52	0
9	Locked	38.9	34	0
10	Locked	38.9	43	0
11	Locked	38.6	46	0
12	Locked	38.9	51	0
13	Locked	38.9	50	0
14	Locked	38.6	52	11
15	Locked	38.6	42	0
16	Locked	38.6	49	0
17	Locked	38.6	47	0
18	Locked	38.9	49	0
19	Locked	38.9	61	0
20	Locked	38.9	64	0
21	Locked	38.9	55	0
22	Locked	38.9	18	0
23	Locked	38.6	33	0
24	Locked	38.6	25	0

Kind Regards/ Many Thanks,

Rob

[robwynj]

Oh no 😞 Have you had any solution yet?

Kind Regards

Rob