Really bad latency

[cfreeman]

I recently upgraded to 1GB and got the hub 4 thinking it would solve some issues i had having a better hub, I've had nothing but problems with this internet since i got it. Ping spiking to 200+, BQM all over the place, timeout errors on network logs, not being able to connect to 192.168.100.1 (modem mode) absolute joke of an ISP. Had engineers visit a few months ago and nothing has changed since. Internet goes down at midnight most nights, is there any way to cancel after the 14 day period or how much would the cancellation fee be? £90 a month for this is almost theft.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dff27a6c3ccc4e3530d4e131a01bb7b563... 

[Steven_L]

Hey @cfreeman,

Welcome back to the community and thanks for taking the time to post.

I'm sorry to hear of the issues that you're having with your connection, how have things been looking since you last posted? 

To cancel your account you would need to speak to our cancellations team on 150 from a Virgin line or 0345 454 1111 and they will be able to help you get your services cancelled.

Regarding the early disconnection fees, you can find more information about this here.

Thanks

Steven_L

[cfreeman]

It's not been great at all, lagging all night online gaming, website struggling to load... I don't understand what could be causing this

[David_Bn]

Good Morning @cfreeman, thanks for coming back to us.

Can you please advise us how the service has been performing since your post on Sunday?

I've looked into the local area, and no outages appear to be showing.

Have you been able to recently perform a pin hole reset on the hub at all?

Kindest regards,

David_Bn

[cfreeman]

Good morning, i did a pin hole reset a couple of days ago but the latency spikes are still there. Playing online games in literally unplayable as the ping goes from 25 to 200+ every few seconds. I have attached some logs, does everything look ok?   

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 48.270599 5120 KSym/sec 64QAM 1
2 39400000 46.270599 5120 KSym/sec 64QAM 4
3 46200000 46.770599 5120 KSym/sec 64QAM 3
4 53700000 47.270599 5120 KSym/sec 64QAM 2

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 5.099998 37.355988 QAM256 25
1 139000000 7.800003 37.355988 QAM256 1
2 147000000 7.599998 37.636276 QAM256 2
3 155000000 7.599998 37.636276 QAM256 3
4 163000000 7.300003 37.636276 QAM256 4
5 171000000 6.699997 37.636276 QAM256 5
6 179000000 6.300003 37.636276 QAM256 6
7 187000000 6.400002 38.605377 QAM256 7
8 195000000 6.000000 38.605377 QAM256 8
9 203000000 6.000000 38.605377 QAM256 9
10 211000000 5.500000 38.605377 QAM256 10
11 219000000 5.400002 38.605377 QAM256 11
12 227000000 5.099998 38.983261 QAM256 12
13 235000000 4.699997 38.605377 QAM256 13
14 243000000 4.599998 38.605377 QAM256 14
15 251000000 4.599998 37.636276 QAM256 15
16 259000000 4.900002 38.605377 QAM256 16
17 267000000 4.599998 38.983261 QAM256 17
18 275000000 4.400002 37.636276 QAM256 18
19 283000000 4.900002 38.605377 QAM256 19
20 291000000 5.000000 37.355988 QAM256 20
21 299000000 5.500000 37.355988 QAM256 21
22 307000000 5.599998 37.355988 QAM256 22
23 315000000 5.199997 37.355988 QAM256 23
24 323000000 4.800003 37.355988 QAM256 24
26 339000000 5.099998 37.636276 QAM256 26
27 347000000 4.800003 37.355988 QAM256 27
28 355000000 4.400002 37.636276 QAM256 28
29 363000000 4.599998 37.636276 QAM256 29
30 371000000 4.400002 38.605377 QAM256 30
31 379000000 4.300003 38.605377 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 37.355988 11 20
1 Locked 37.355988 6 0
2 Locked 37.636276 5 0
3 Locked 37.636276 7 0
4 Locked 37.636276 8 0
5 Locked 37.636276 6 0
6 Locked 37.636276 8 0
7 Locked 38.605377 5 0
8 Locked 38.605377 9 0
9 Locked 38.605377 11 0
10 Locked 38.605377 14 0
11 Locked 38.605377 6 0
12 Locked 38.983261 20 0
13 Locked 38.605377 26 0
14 Locked 38.605377 26 2
15 Locked 37.636276 16 0
16 Locked 38.605377 15 0
17 Locked 38.983261 12 0
18 Locked 37.636276 19 0
19 Locked 38.605377 19 0
20 Locked 37.355988 14 0
21 Locked 37.355988 24 0
22 Locked 37.355988 22 0
23 Locked 37.355988 17 0
24 Locked 37.355988 23 0
26 Locked 37.636276 21 0
27 Locked 37.355988 16 0
28 Locked 37.636276 12 0
29 Locked 37.636276 18 0
30 Locked 38.605377 12 0
31 Locked 38.605377 16 0
Network Log
Time Priority Description
Thu Jan 1 00:01:28 1970 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 7 23:48:12 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 8 00:00:27 2022 5 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;
Mon Aug 8 21:40:17 2022 6 CM-STATUS message sent. Event Type Code: 24; 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;
Tue Aug 9 10:03:41 2022 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 9 10:15:58 2022 5 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;
Tue Aug 9 19:33:33 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 16; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=4a;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Wed Aug 10 01:10:20 2022 3 No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 10 03:08:16 2022 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; 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;

[Reece_MH]

Hi @cfreeman,

Thanks for your response to this. I'm sorry to hear these issues are still ongoing. I've taken a look at things on our end, and I can see some disconnections and some things out of specification.

I'm going to drop a private message to you, please can you look out for it in the top-right of the Forums, in the purple envelope.

Cheers,