Random lag/dropout with streaming services/remote desktop

[Rand0mBl0ke]

Hi all,

I've been having an issue for the last couple of weeks with random dropouts or lag spikes when using streaming services. My family tell me that when they're watching Amazon Prime, Disney + or NOW TV, their devices are often freezing and buffering. 

I have noticed that it happens when I'm trying to watch Twitch (I end up a good minute or so behind the streamer) and the messages in the chat often fail to appear for me or appear well after they were sent. 

I myself stream on Twitch and, strangely, there don't appear to be any issues with that so I don't think there's an upload problem, although, again, the chat messages often don't appear or appear late.

I also have an issue with using a remote desktop connection for work - it will freeze for a few seconds randomly throughout the day before reconnecting.

We're having these issues on a couple of different smart TVs, and the Twitch and remote desktop issues on two separate computers.

When I run speed tests they appear to be OK. Can anyone offer any insight?

Here's my BQM (just recently set up).

https://www.thinkbroadband.com/broadband/monitoring/quality/view/bd944bed207be0160d87682b0ce91f00898...

Please let me know if you want any of the stats from my hub as well.

Thanks in advance.

[Adduxi]

The BQM link is not working?  I suspect you are not using the "shared graph" link.

Yes, post the power levels, Pre and Post RS errors and the network log for comment.

[Rand0mBl0ke]

Sorry about that - you're right, I copied the wrong URL: https://www.thinkbroadband.com/broadband/monitoring/quality/share/5674f10ef057c5f1169290228ad56432dc... 

Here's the downstream stats:

3.0 Downstream channels

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

1	331000000	9.4	43	QAM 256	25
2	139000000	8.5	42	QAM 256	1
3	147000000	8.3	42	QAM 256	2
4	155000000	8.4	42	QAM 256	3
5	163000000	8.5	42	QAM 256	4
6	171000000	8.2	42	QAM 256	5
7	179000000	8.4	42	QAM 256	6
8	187000000	8.3	42	QAM 256	7
9	195000000	8.4	42	QAM 256	8
10	203000000	8.4	42	QAM 256	9
11	211000000	8.6	42	QAM 256	10
12	219000000	8.4	42	QAM 256	11
13	227000000	8.3	42	QAM 256	12
14	235000000	8	42	QAM 256	13
15	243000000	8.1	42	QAM 256	14
16	251000000	7.9	42	QAM 256	15
17	259000000	8	42	QAM 256	16
18	267000000	8.4	42	QAM 256	17
19	275000000	8.6	42	QAM 256	18
20	283000000	8.7	42	QAM 256	19
21	291000000	8.9	42	QAM 256	20
22	299000000	8.6	42	QAM 256	21
23	307000000	9	42	QAM 256	22
24	315000000	9.3	42	QAM 256	23
25	323000000	9.3	42	QAM 256	24
26	339000000	9.4	42	QAM 256	26
27	347000000	9.4	42	QAM 256	27
28	355000000	9.5	42	QAM 256	28
29	363000000	9.3	42	QAM 256	29
30	371000000	9.4	42	QAM 256	30
31	379000000	9.6	42	QAM 256	31
32	387000000	9.3	42	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	42	1	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	1	0
11	Locked	42	0	0
12	Locked	42	1	0
13	Locked	42	0	0
14	Locked	42	1	0
15	Locked	42	0	0
16	Locked	42	2	0
17	Locked	42	2	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	1	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	1	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	4	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0
32	Locked	42	2	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

159

Locked

41

5.5

331688594

0

[Rand0mBl0ke]

And the network log:

Time Priority Description

10-09-2024 15:01:48	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;
10-09-2024 15:01:48	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 14:51:43	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;
10-09-2024 14:51:43	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;
10-09-2024 09:38:58	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;
10-09-2024 09:38:58	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;
10-09-2024 09:38:53	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-09-2024 09:38:48	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;
10-09-2024 09:38:48	warning	Dynamic Range Window violation
10-09-2024 09:38:48	warning	Dynamic Range Window violation
10-09-2024 09:38:48	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;
10-09-2024 09:38:48	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;
10-09-2024 09:38:48	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;
10-09-2024 09:38:48	warning	Dynamic Range Window violation
10-09-2024 09:38:48	warning	Dynamic Range Window violation
10-09-2024 09:38:47	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;
10-09-2024 09:38:41	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;
10-09-2024 09:38:40	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 09:38:34	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 09:38:32	notice	Honoring MDD; IP provisioning mode = IPv4
10-09-2024 09:38:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 09:38:09	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 09:38:08	critical	Cable Modem Reboot because of - Erouter Mode Change
03-09-2024 22:08:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 22:08:28	critical	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 22:08:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2024 22:08:21	critical	Cable Modem Reboot because of - Erouter Mode Change
31-08-2024 21:49:43	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2024 21:49:43	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-08-2024 21:45:23	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-08-2024 12:41:56	critical	Cable Modem Reboot because of - Reboot Timezone Change
27-08-2024 12:41:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

The reboot at 09:38 today was me switching from modem mode back to router mode. I'd previously switched in the other direction to see if that would resolve the issue but it's the same in both modes.

[legacy1]

BQM looks ok try by wire

do BQM in modem mode to your router 

[Adduxi]

You need to post the Upstream power levels as well.  

[Rand0mBl0ke]

No worries, here you go:

3.0 Upstream channels

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

0	49600000	45	5120	QAM 64	1
1	43100000	45	5120	QAM 64	2
2	36600000	43.8	5120	QAM 64	3
3	30100000	44	5120	QAM 64	4
4	23600000	43.5	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	3	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

39.5

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

0

0

[Rand0mBl0ke]

Thanks for the idea - sadly I'm already wired in on one of the devices I'm having trouble on.

If I switch to modem mode BQM shows 100% packet loss.

[Daniel_Et]

Hi @Rand0mBl0ke 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're sorry to hear about the issues you've been having 😔

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @Adduxi and @legacy1 👍

Regards,
Daniel

[Adduxi]

Your WAN IP changes in modem mode. You need to edit your settings to reflect that.