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Terrible Latency 24/7

akalegman
Tuning in

Hi, I have been having extremely bad latency for at least a week now with my M350 package. It just so happens that about a week ago I was given a Hub 5 in the post which I then installed. I was running the Hub 5 in modem mode, but to simplify things now just run the Hub 5 in router mode (and will continue to until this issue is resolved).

My latency spikes constantly during the day and there is a period between 4am and 8am where becomes very bad. I also have thousands of Post RS Errors. I have contacted Virgin Media on two occasions now, both I was told to pin reset the Hub 5 and they will send 'signals' to fix the issue.

There are apparently no issues in my area (reference no: 20) and I have also tried the automated phoneline. I am starting to lose my patience now and feel I am being completely ignored.

Can someone at least confirm that what I am seeing here is irregular?

How easy is it to switch back to the Hub 3, if anything just for testing purposes?

What are the next steps?

I work from home and need this connection stable...

8 REPLIES 8

akalegman
Tuning in

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12740000003.740QAM 25618
21380000006.440QAM 2561
31460000005.940QAM 2562
41540000005.640QAM 2563
51620000005.440QAM 2564
6170000000539QAM 2565
71780000004.739QAM 2566
81860000004.440QAM 2567
91940000004.339QAM 2568
102020000003.639QAM 2569
112100000003.639QAM 25610
12218000000439QAM 25611
132260000003.939QAM 25612
142340000003.940QAM 25613
15242000000440QAM 25614
162500000003.840QAM 25615
172580000003.540QAM 25616
182660000003.740QAM 25617
192820000003.840QAM 25619
20290000000440QAM 25620
212980000004.140QAM 25621
223060000003.940QAM 25622
233140000003.840QAM 25623
243220000003.740QAM 25624
253300000003.340QAM 25625
263380000003.240QAM 25626
273460000003.240QAM 25627
283540000003.140QAM 25628
293620000002.940QAM 25629
303700000002.941QAM 25630
31378000000340QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked403720
2Locked40382276
3Locked4019003653
4Locked408651801
5Locked4018853275
6Locked3919813198
7Locked399823
8Locked4020493417
9Locked3919463009
10Locked3918632513
11Locked3916411904
12Locked3916161850
13Locked3916451621
14Locked4017881676
15Locked4017901738
16Locked4014841629
17Locked4012041118
18Locked401007102
19Locked401514619
20Locked401284733
21Locked401226219
22Locked401409559
23Locked4015851708
24Locked4014331059
25Locked4013101257
26Locked4014111274
27Locked4016411856
28Locked4017141830
29Locked4016741685
30Locked4111991165
31Locked401203356

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
05370000045.35120QAM 641
14620000044.35120QAM 642
23940000043.55120QAM 643
332600000435120QAM 644

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000

akalegman
Tuning in

My connection is absolutely disgraceful right now and router logs shows new errors today. Something needs to be done...

Network Log

Time Priority Description
23-09-2023 20:30:41warningDBC-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;
23-09-2023 20:30:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-09-2023 20:19:37noticeREGISTRATION COMPLETE - Waiting for Operational status
23-09-2023 20:19:29warningREG-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;
23-09-2023 20:19:24noticeDS 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;
23-09-2023 20:19:12warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-09-2023 20:19:09noticeHonoring MDD; IP provisioning mode = IPv4
23-09-2023 20:18:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-09-2023 20:18:48criticalCable Modem Reboot due to power button reset
20-09-2023 13:31:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 13:31:21criticalCable Modem Reboot via RG reboot command
19-09-2023 14:13:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:28criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:01:10criticalCable Modem Reboot via RG reboot command
19-09-2023 13:53:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:53:41criticalCable Modem Reboot via RG reboot command
19-09-2023 13:51:03criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:50:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 13:50:44criticalCable Modem reset to Factory Default via reset button

Setup a PC with the hub in modem mode no router allow ICMP remote 80.249.99.164 in firewall and a new BQM

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Sorry but you are going to have to elaborate as I don't understand. Where is that IP pointing and what are you testing here?

Steven_L
Forum Team
Forum Team

Hey akalegman,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked further into this and can see that you have been able to book a technician to get this resolved. Please let us know how the visit goes.

Kind Regards,

Steven_L

akalegman
Tuning in

I had a visit from Chris who is a senior tech in the area. He was 10/10, didn't mess me around and even left me his work number. He made sure my equipment was all working and checked the incoming signal etc. My latency issue is network related and Chris is going to push my issue through.

Firstly we are ruling out my Hub 5, so Chris reinstalled the Hub 3 and I will be monitoring that for a few days. Using a new BQM.

He was honest that there won't be a quick fix and that network issues can take time, but having someone acknowledge there is actually an issue makes the world of difference.

I will keep this thread up to date with progress and questions.

akalegman
Tuning in

legacy1
Alessandro Volta

Must be a lot of bots doing DoS where you are

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