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Variable latency / intermittent connection

I've tried to use Jamster (real time music with other musicians) and the round trip delay (ping) is too long to make it useable. In addition, I've been having loss of connectivity during the day: often in the middle of work video calls. I'm on the 200 Mb/s service with a 2ac model hub.

I have 2 automatic logging processes running: hourly speedtest.net runs, showing drop in downstream and dramatic drop in upstream speeds during the day (often down to 2 Mb/s instead of the expected 20 Mb/s), and 5-minute 'ping virginmedia.com' running, which shows typically 20-30 ms latency, which seems a long time to be waiting for a response from a server on the same isp.

Is there anything i can do to fix this? Would a newer hub work better? is it all down to daytime network congestion with more people working at home?

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Re: Variable latency / intermittent connection

Hi ahw,

 

I'm sorry to understand that you've been having some issues with your broadband service recently.

 

I've checked the back end of your services and it seems there is an area fault which will be the culprit of the issues you've described. Our support teams are aware of this and are working to resolve the problem as soon as possible. Sadly, we do not have an estimated fix date for this issue at the moment as we are still identifying the exact cause.

 

I kindly ask that you monitor the issue for the new few days, and come back to us if there have been no improvements. You're more than welcome to pop back here if you would like to check for any possible updates regarding this.

 

Apologies again that I was unable to provide anymore details in relation to the fault.

 

If there's anything else you need from us in the meantime, just let us know and we'll do our best to help.

 

Beth

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Re: Variable latency / intermittent connection

Hi Beth,

I've had a text to let me know that the network problems are fixed.  So I have rebooted the modem, and checked again.

Upload speeds (speedtest.net) are still around 2 Mb/s.

Ping times to the nearest router are long. 

05:38:25:andrew@andrew-X1:~$ traceroute www.virginmedia.com
traceroute to www.virginmedia.com (213.105.9.24), 64 hops max
1 192.168.0.1 8.640ms 2.663ms 2.431ms
2 * * *
3 62.252.114.109 45.964ms 18.558ms 40.190ms
4 * * *
5 * * ^C
05:39:01:andrew@andrew-X1:~$ ping 62.252.114.109
PING 62.252.114.109 (62.252.114.109) 56(84) bytes of data.
64 bytes from 62.252.114.109: icmp_seq=1 ttl=62 time=33.7 ms
64 bytes from 62.252.114.109: icmp_seq=2 ttl=62 time=21.8 ms
...

I have found the page for downstream error reports: I reset these about an hour ago - is it normal to have transmission errors reported by the modem? 

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 171000000 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17
Power Level (dBmV) 9.64 9.97 9.58 9.28 9.16 8.97 8.65 8.35
RxMER (dB) 36.17 36.61 36.39 36.39 36.84 36.84 36.61 36.61
Pre RS Errors 314 207 8 15 0 0 0 0  <----- errors reported in an hour
Post RS Errors 0 0 0 0 0 0 0 0

regards

 

 

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Re: Variable latency / intermittent connection

Further information: by now there are a large number of post-RS errors as well ~~ 24 h 

channel:

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

post-rs:

4848073796336601145498563871350606
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Re: Variable latency / intermittent connection

Thanks for coming back to us ahw,

 

I've taken a look at the stats of the hub and everything appears to be in spec.

 

Can you please try performing a pin hole reset on the hub to see if this can resolve any issues you may still be experiencing?

 

Kindest regards,

 

David_Bn

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Message 6 of 9
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Re: Variable latency / intermittent connection

Hi there

I've performed the reset. Ping times are of the order of 25-50 ms and Speedtest by Ookla give upload speed of 3.66 Mb/s (specification of 20  Mb/s). Ookla also reports packet loss of 27.5%. Post-RS errors since the reset an hour ago have reached 72000 on one channel. Pre RS errors range from 2772 to 400k on the different channels. Other posts on this community suggest that uncorrected errors should be very rare.  

So for casual browsing, it all works, but for file upload it's slow, and for synchronised music it's not good at all.

regards

 

 

 

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Message 7 of 9
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Re: Variable latency / intermittent connection

Our system has identified errors on the broadband network for several days. This could be causing slow speeds or a degradation of service (pixelating/buffering whilst streaming).

Please can you check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket and please let us know if that helps at all.

 

 

Regards

Steven_L

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Re: Variable latency / intermittent connection

I checked all accessible connections yesterday. There is one inaccessible connection between the black outdoor cable and the internal white cabling which i have not inspected: it's under a cover on the outside wall - should I check this or leave alone?

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Re: Variable latency / intermittent connection

Please leave that one alone ahw, if this has had no affect on the issues that you've been having, we will need to arrange a technician visit to fix the fault that you're experiencing.

 

I will drop over a private message in a moment, so that we can get passed account security and get the visit booked in.

 

Regards

Steven_L

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