Menu
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
373 Views
Message 1 of 16
Flag for a moderator

Terrible latency and packet loss

Hi - Suffering from high latency peaks and packet loss through the majority of day...starts about 8am, continues through to 9-10pm....    been getting worse over the past few weeks, now making voice/video calls unusable due to constant freeze/frame/voice dropouts...

Living in TW11, Account area 03.   hardwired to router, no other devices connected, no wifi connections.  100MBps download speed still good. but using <1Mbps when on video conf.

Nothing in Network Log since LAN login success a few days ago.

All cables double-checked for finger-tightness.

PING sample results - average latency goes ~60/80ms, with max latency frequently hitting ~200/300ms.

Any help, or guidance from VM Engineers appreciated.......    other posts talk to 'over-subscription' but not always clear on which areas that applies to?.... [ping results are nice between 1am and 7am with average latency <20ms]... let me know if more info useful for diagnostics.

Thanks,
Shaun

PING RESULTS (pinging www.google.com)

Reply from 172.217.169.68: bytes=32 time=101ms TTL=116
Reply from 172.217.169.68: bytes=32 time=87ms TTL=116
Reply from 172.217.169.68: bytes=32 time=72ms TTL=116
Reply from 172.217.169.68: bytes=32 time=24ms TTL=116
Reply from 172.217.169.68: bytes=32 time=26ms TTL=116
Reply from 172.217.169.68: bytes=32 time=106ms TTL=116
Request timed out.
Reply from 172.217.169.68: bytes=32 time=195ms TTL=116
Reply from 172.217.169.68: bytes=32 time=88ms TTL=116
Reply from 172.217.169.68: bytes=32 time=140ms TTL=116
Reply from 172.217.169.68: bytes=32 time=107ms TTL=116
Reply from 172.217.169.68: bytes=32 time=20ms TTL=116
Reply from 172.217.169.68: bytes=32 time=33ms TTL=116
Reply from 172.217.169.68: bytes=32 time=46ms TTL=116
Reply from 172.217.169.68: bytes=32 time=153ms TTL=116
Reply from 172.217.169.68: bytes=32 time=30ms TTL=116
Reply from 172.217.169.68: bytes=32 time=158ms TTL=116
Reply from 172.217.169.68: bytes=32 time=19ms TTL=116
Reply from 172.217.169.68: bytes=32 time=26ms TTL=116
Reply from 172.217.169.68: bytes=32 time=135ms TTL=116
Reply from 172.217.169.68: bytes=32 time=118ms TTL=116
Reply from 172.217.169.68: bytes=32 time=46ms TTL=116
Reply from 172.217.169.68: bytes=32 time=40ms TTL=116
Reply from 172.217.169.68: bytes=32 time=23ms TTL=116
Reply from 172.217.169.68: bytes=32 time=23ms TTL=116
Reply from 172.217.169.68: bytes=32 time=170ms TTL=116
Reply from 172.217.169.68: bytes=32 time=140ms TTL=116
Reply from 172.217.169.68: bytes=32 time=20ms TTL=116
Request timed out.
Reply from 172.217.169.68: bytes=32 time=37ms TTL=116
Reply from 172.217.169.68: bytes=32 time=66ms TTL=116
Reply from 172.217.169.68: bytes=32 time=42ms TTL=116
Reply from 172.217.169.68: bytes=32 time=81ms TTL=116
Reply from 172.217.169.68: bytes=32 time=181ms TTL=116
Reply from 172.217.169.68: bytes=32 time=52ms TTL=116
Reply from 172.217.169.68: bytes=32 time=328ms TTL=116
Reply from 172.217.169.68: bytes=32 time=95ms TTL=116
Reply from 172.217.169.68: bytes=32 time=301ms TTL=116
Reply from 172.217.169.68: bytes=32 time=248ms TTL=116
Reply from 172.217.169.68: bytes=32 time=30ms TTL=116

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
372 Views
Message 2 of 16
Flag for a moderator

Re: Terrible latency and packet loss

CONFIG/DIAGNOSTIC DATA

 

DOWNSTREAM DATA

Downstream bonded channels

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

12990000000.237256 qam21
2139000000138256 qam1
31470000000.938256 qam2
41550000001.238256 qam3
51630000000.938256 qam4
61710000001.238256 qam5
71790000000.738256 qam6
8187000000138256 qam7
91950000000.738256 qam8
102030000000.738256 qam9
112110000000.938256 qam10
122190000000.738256 qam11
132270000000.738256 qam12
142350000000.438256 qam13
152430000000.738256 qam14
162510000000.237256 qam15
172590000000.538256 qam16
18267000000038256 qam17
19275000000-0.237256 qam18
20283000000037256 qam19
21291000000037256 qam20
22307000000-0.237256 qam22
23315000000-0.537256 qam23
24323000000-0.537256 qam24



Downstream bonded channels

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

1Locked37.3670
2Locked38.9272
3Locked38.6100
4Locked38.6220
5Locked38.9400
6Locked38.6310
7Locked38.960
8Locked38.6100
9Locked38.6210
10Locked38.6140
11Locked38.980
12Locked38.6190
13Locked38.6230
14Locked38.6200
15Locked38.6180
16Locked37.6250
17Locked38.6270
18Locked37.3560
19Locked37.6540
20Locked37.6550
21Locked37.6660
22Locked37.31050
23Locked37.31250
24Locked36.61380

 

UPSTREAM DATA

Upstream bonded channels

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

1462000024.575512064 qam3
2394000464.425512064 qam4
3537000854.575512064 qam2
4602999744.725512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

0 Kudos
Reply
Highlighted
  • 1
  • 0
  • 0
Joining in
357 Views
Message 3 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Also been suffering from something like packet loss for the past 3-4 weeks. Games disconnecting that hadn't been an issue for the entire year I've had Virgin. Only recently. Had a complete outage last saturday for an hour or so.

Today it's been unbearable, wifi devices disconnecting every 1 minute or so (due to loss of internet connectivity, i guess seeking a better network).

Postcode: W5 (not a million miles away).
https://www.thinkbroadband.com/broadband/monitoring/quality/share/b6dd3895337aa9224dbf9cd31ebc07a318...

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
297 Views
Message 4 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Here's my Broadband Quality Monitor from yesterday - pretty much same pattern every day... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/68de1892840bca1bed79c6f85c5f36d236865414-13-06-2020

 

Trying to find what 'normal' looks like.... min=10ms ; max=20ms ??  - that level seems like when performance acceptable, but I only get it between midnight and 8am!

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
236 Views
Message 5 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Any Virgin Media engineers around to assess this???...  problems/dropouts continue...   

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d761a9e3d9fa0b754946434532a1ccce5b...

Ping statistics for 216.58.213.100:
Packets: Sent = 11864, Received = 11556, Lost = 308 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 662ms, Average = 54ms

TRACE ROUTE example...   not sure what 10.234.0.1 is, but assume somewhere at Virgin....

> tracert www.google.com

Tracing route to www.google.com [216.58.213.100]
over a maximum of 30 hops:

1   2 ms   1 ms    2 ms 192.168.0.1
2   *     46 ms   22 ms 10.234.0.1
3  47 ms  20 ms   13 ms croy-core-2b-xe-700-0.network.virginmedia.net [62.252.14.133]
4   *      *       *    Request timed out.
52 ms  25 ms   26 ms eislou2-ic-1-ae3-0.network.virginmedia.net [62.254.85.145]
6  39 ms  23 ms  107 ms 6-14-250-212.static.virginm.net [212.250.14.6]

7  24 ms  62 ms   29 ms 74.125.253.31
8  24 ms  26 ms   24 ms 216.239.57.119
9  27 ms  33 ms   76 ms lhr25s02-in-f4.1e100.net [216.58.213.100]

Trace complete.

 

> tracert www.google.com

Tracing route to www.google.com [216.58.213.100]
over a maximum of 30 hops:

1   1 ms   1 ms   1 ms 192.168.0.1
2  11 ms 177 ms  10 ms 10.234.0.1
3  13 ms  14 ms  10 ms croy-core-2b-xe-700-0.network.virginmedia.net [62.252.14.133]
4   *      *      *    Request timed out.
5  26 ms  34 ms  28 ms eislou2-ic-1-ae3-0.network.virginmedia.net [62.254.85.145]
6  21 ms  13 ms  16 ms 6-14-250-212.static.virginm.net [212.250.14.6]
7  22 ms  25 ms  26 ms 74.125.253.31
8  47 ms  23 ms  21 ms 216.239.57.119
9  27 ms  24 ms  25 ms lhr25s02-in-f4.1e100.net [216.58.213.100]

Trace complete.

0 Kudos
Reply
Highlighted
  • 1.18K
  • 74
  • 143
Forum Team
Forum Team
233 Views
Message 6 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Hello Shaun, 

Thank you for using the forums to get this issue looked into! We're always happy to uncover the issues with customer's internet issues and I can confirm you do have engineer work going on in your area right now.

There is a fault for high utilisation that our engineers are working on, it has a fix date of 22nd July 2020.

The fix date and times are only estimates and may change due to the nature of faults.

I hope this explains your issues.

Thanks,

Megan_L

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
194 Views
Message 7 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Hi Megan_L, 

in other posts of similar latency/performance challenges, it was noted that the following work was in flight in my area:

  • A SNR noise error (estimated fix 16 June) -- did it happen? doesn't appear to have made any difference?
  • A high utilisation fault (estimated fix 22 June) - believe this is job ref F007944937 (from your colleague Gareth_L) - is this on track?

is this last one different from what you mention below, or has the remediation work been pushed out?

  • "There is a fault for high utilisation that our engineers are working on, it has a fix date of 22nd July 2020."

Does this have a reference number? 

0 Kudos
Reply
Highlighted
  • 4.33K
  • 255
  • 513
Forum Team
Forum Team
174 Views
Message 8 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Hi shauncotter 

Sorry this sis till happening 

Any fix times are always estimated and never a definite answer

The Fault F007944937  which was due to be fixed today is still open 

I am guessing this will be extended again 

Can you let us know in the next 24/48 hours how things are please 

Gareth_L

 

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
161 Views
Message 9 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Hi Gareth, the charts look basically the same, maybe some marginality, but the poor performance is still throughout the working day, and the latency spikes and regular packet loss is still making voice/video unusable.     What is next on the fix-it list?

Thanks,
Shaun

Previous Monday: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/89508871281d777e1ec8f259bf7fe77bcfe0a3a5-15-06-2020

 Monday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/954ac5545f2b3e990fb3a29da76b0fd9c1d6fa71-22-06-2020

Previous Tuesday: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f740229fe4d67e30d78ef6b8035a7bd6a72b564-16-06-2020

Tuesday: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fa296375d03ab1d818d1746283f967bfcc1a2180-23-06-2020

 

0 Kudos
Reply
Highlighted
  • 18
  • 0
  • 0
Joining in
144 Views
Message 10 of 16
Flag for a moderator

Re: Terrible latency and packet loss

Actually, something new/worse seen today in my ping responses (in addition to swings in latency and Packet Loss!)...   

"General Failure" - any clues as to what would cause such?

Reply from 216.58.210.228: bytes=32 time=11ms TTL=116
Reply from 216.58.210.228: bytes=32 time=68ms TTL=116
Reply from 216.58.210.228: bytes=32 time=30ms TTL=116
Reply from 216.58.210.228: bytes=32 time=54ms TTL=116
Reply from 216.58.210.228: bytes=32 time=15ms TTL=116
Reply from 216.58.210.228: bytes=32 time=28ms TTL=116
Reply from 216.58.210.228: bytes=32 time=16ms TTL=116
Reply from 216.58.210.228: bytes=32 time=13ms TTL=116
Reply from 216.58.210.228: bytes=32 time=18ms TTL=116
Reply from 216.58.210.228: bytes=32 time=22ms TTL=116
Reply from 216.58.210.228: bytes=32 time=21ms TTL=116
Reply from 216.58.210.228: bytes=32 time=19ms TTL=116
Reply from 216.58.210.228: bytes=32 time=25ms TTL=116
Reply from 216.58.210.228: bytes=32 time=57ms TTL=116
Reply from 216.58.210.228: bytes=32 time=43ms TTL=116
Reply from 216.58.210.228: bytes=32 time=38ms TTL=116
Reply from 216.58.210.228: bytes=32 time=14ms TTL=116
General failure.
General failure.
Reply from 216.58.210.228: bytes=32 time=58ms TTL=116
Reply from 216.58.210.228: bytes=32 time=32ms TTL=116
Reply from 216.58.210.228: bytes=32 time=46ms TTL=116
Reply from 216.58.210.228: bytes=32 time=18ms TTL=116
Reply from 216.58.210.228: bytes=32 time=17ms TTL=116
Reply from 216.58.210.228: bytes=32 time=52ms TTL=116
Reply from 216.58.210.228: bytes=32 time=13ms TTL=116
Reply from 216.58.210.228: bytes=32 time=18ms TTL=116
Reply from 216.58.210.228: bytes=32 time=25ms TTL=116
Reply from 216.58.210.228: bytes=32 time=21ms TTL=116
Reply from 216.58.210.228: bytes=32 time=14ms TTL=116
Reply from 216.58.210.228: bytes=32 time=38ms TTL=116
Reply from 216.58.210.228: bytes=32 time=17ms TTL=116
Reply from 216.58.210.228: bytes=32 time=21ms TTL=116
Reply from 216.58.210.228: bytes=32 time=137ms TTL=116
Reply from 216.58.210.228: bytes=32 time=17ms TTL=116
Reply from 216.58.210.228: bytes=32 time=90ms TTL=116
Reply from 216.58.210.228: bytes=32 time=47ms TTL=116
Reply from 216.58.210.228: bytes=32 time=52ms TTL=116
Reply from 216.58.210.228: bytes=32 time=44ms TTL=116
Reply from 216.58.210.228: bytes=32 time=110ms TTL=116

0 Kudos
Reply