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Virgin Broadband packet loss

fairless94
Joining in

Today my broadband has been really unstable. I've noticed it while gaming. It works to browse internet or watch online video, but when gaming it jutters every 15 seconds or so. 

I think it is packet loss, i've switched from a TP link to a wired connection and its still happening, making gaming unplayable online. Any advice on how to fix this? Internet has been fine for almost 1 year, nothing changed here. Hub is only 1 year old. ISP tests seem normal, 350mb Download, 26 ping and 41 download latency.

For reference it happens on any game i play online so it cant be a specific server issue. 

11 REPLIES 11

jbrennand
Very Insightful Person
Very Insightful Person

Lets see the data - can you do this..

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

aacc
Tuning in

Adding to this (and cross posting) as seeing similar for past two days (10 and 11 Nov). Packet loss to Azure/msn.net for PUBG on PC. Measured packet loss was ~14%, varies in game and results in network lag reported in game.

Tested on the Xbox after seeing this, that is reporting similar levels of packet loss on the connection test.

Destination address at time of testing was 20.218.127.109

 

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -  100 |  228 |    1 |    3 |    3 |    3 |    3 |
|                   No response from host -  100 |  228 |    0 |    0 |    0 |    0 |    0 |
|swan-core-2b-ae19-650.network.virginmedia.net -    4 |  984 |  946 |    7 |   11 |   74 |    9 |
|                   No response from host -  100 |  228 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  228 |    0 |    0 |    0 |    0 |    0 |
| telw-ic-5-ae0-0.network.virginmedia.net -    5 |  972 |  931 |   11 |   16 |   87 |   13 |
|    virginmedia.ier03.lon32.ntwk.msn.net -   14 |  737 |  636 |   12 |   17 |   75 |   24 |
|         ae31-0.icr01.lon22.ntwk.msn.net -   14 |  749 |  651 |   13 |   19 |   97 |   16 |
|       be-100-0.ibr01.lon22.ntwk.msn.net -   14 |  749 |  651 |   24 |   31 |  190 |   31 |
|        be-15-0.ibr01.ams30.ntwk.msn.net -   13 |  753 |  656 |   24 |   30 |  168 |   31 |
|        be-14-0.ibr01.fra21.ntwk.msn.net -   12 |  777 |  686 |   24 |   29 |   87 |   27 |
|        ae100-0.icr01.fra21.ntwk.msn.net -   14 |  749 |  651 |   23 |   30 |  100 |   43 |

 

The connection seems to degrade between telw-ic-5-ae0-0.network.virginmedia.net (62.253.174.186) and virginmedia.ier03.lon32.ntwk.msn.net (104.44.14.51).

Tested briefly by tethering my PC to my mobile phone and the connection was much improved, albeit taking a different route.

My broadband connection seems to have been stable, the dropped packets in this case are reboots of the hub.

broadband.png

Logs from hub:

Downstream

 

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	7.5	38	256 qam	25
2	203000000	8	40	256 qam	9
3	211000000	8	38	256 qam	10
4	219000000	8	40	256 qam	11
5	227000000	7.8	38	256 qam	12
6	235000000	7.5	38	256 qam	13
7	243000000	7.5	38	256 qam	14
8	251000000	7.4	40	256 qam	15
9	259000000	7.5	38	256 qam	16
10	267000000	7.5	40	256 qam	17
11	275000000	7.5	38	256 qam	18
12	283000000	7.8	40	256 qam	19
13	291000000	7.9	38	256 qam	20
14	299000000	8.4	38	256 qam	21
15	307000000	8.3	40	256 qam	22
16	315000000	8.3	38	256 qam	23
17	323000000	7.8	38	256 qam	24
18	371000000	7.1	40	256 qam	26
19	379000000	7.5	38	256 qam	27
20	387000000	7.5	40	256 qam	28
21	395000000	7.5	40	256 qam	29
22	403000000	7.5	40	256 qam	30
23	411000000	7.5	38	256 qam	31
24	419000000	7.1	38	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	5	0
2	Locked	40.3	5	0
3	Locked	38.9	4	0
4	Locked	40.3	2	0
5	Locked	38.9	5	0
6	Locked	38.9	5	0
7	Locked	38.9	5	0
8	Locked	40.3	0	0
9	Locked	38.9	7	0
10	Locked	40.3	5	0
11	Locked	38.9	5	0
12	Locked	40.3	5	0
13	Locked	38.9	7	0
14	Locked	38.9	19	0
15	Locked	40.3	6	0
16	Locked	38.9	17	0
17	Locked	38.6	4	0
18	Locked	40.3	0	0
19	Locked	38.9	5	0
20	Locked	40.9	5	0
21	Locked	40.3	5	0
22	Locked	40.3	16	0
23	Locked	38.9	16	0
24	Locked	38.9	6	0

 

Upstream

 

 

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49599951	43	5120	64 qam	1
2	23600000	42	5120	64 qam	5
3	30100224	42.3	5120	64 qam	4
4	36600151	42.5	5120	64 qam	3
5	43099966	42.5	5120	64 qam	2


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

 

Logs

 

Network Log
Time	Priority	Description
11/11/2023 18:28:43	notice	LAN login Success;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 16:33:45	notice	LAN login Success;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:46	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:22	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:51:22	critical	Ranging Request Retries exhausted;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 06:50:38	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
09/11/2023 16:14:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
06/11/2023 16:57:0	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
06/11/2023 04:14:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 21:12:38	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 16:14:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
02/11/2023 03:17:15	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
01/11/2023 16:03:57	Warning!	RCS Partial Service;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
30/10/2023 04:14:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
29/10/2023 07:00:0	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
26/10/2023 16:14:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
26/10/2023 15:49:45	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
23/10/2023 04:14:17	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;
20/10/2023 02:06:3	critical	No Ranging Response received - T3 time-out;CM-MAC=MAC1-Redacted;CMTS-MAC=MAC2-Redacted;CM-QOS=1.1;CM-VER=3.0;

 

Any help much appreciated.

Thanks for the reply. Yes i've set up a that broadband monitor, not too sure how to read what its showing though.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c96f654c1dce5663e1734943b808e1574...

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000006.642QAM 25622
21380000006.843QAM 2561
31460000006.743QAM 2562
41540000006.743QAM 2563
51620000006.943QAM 2564
61700000006.943QAM 2565
71780000006.943QAM 2566
81860000006.943QAM 2567
91940000006.943QAM 2568
102020000006.842QAM 2569
112100000006.943QAM 25610
122180000006.943QAM 25611
132260000006.743QAM 25612
142340000006.642QAM 25613
152420000006.642QAM 25614
162500000006.542QAM 25615
172580000006.442QAM 25616
182660000006.342QAM 25617
192740000006.642QAM 25618
202820000006.742QAM 25619
212900000006.542QAM 25620
222980000006.642QAM 25621
233140000006.643QAM 25623
243220000006.442QAM 25624
253300000006.142QAM 25625
263380000006.341QAM 25626
273460000006.142QAM 25627
283540000006.442QAM 25628
293620000006.342QAM 25629
303700000006.142QAM 25630
31378000000642QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4227771385
2Locked431255800
3Locked431988244
4Locked432007869
5Locked4321012344
6Locked4328623198
7Locked4327743164
8Locked4327883048
9Locked4328562797
10Locked4227092723
11Locked4328042561
12Locked4328022489
13Locked4328992422
14Locked4227312200
15Locked4227501983
16Locked4227721864
17Locked4227741761
18Locked4227921634
19Locked4229021431
20Locked4228291566
21Locked4228661546
22Locked4228281476
23Locked4327691312
24Locked4226831243
25Locked4225071099
26Locked412420905
27Locked422352670
28Locked422227708
29Locked422162551
30Locked422036491
31Locked421966421

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000041.35120QAM 649
14310000041.35120QAM 6410
23660000040.85120QAM 6411
33010000040.35120QAM 6412
42360000040.35120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
yewrkldJKDHSUBsgvca69834ncxv9

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
192
402500089 bps
42600bytes
0 bps
15620
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
191
38500089 bps
42600bytes
0 bps
42600bytes
Best Effort
15619
128000 bps
4000bytes
0 bps
1522bytes
Best Effort

fairless94
Joining in

Network Log

Time Priority Description
11-11-2023 16:03:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the 
11-11-2023 16:03:26noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; 
11-11-2023 16:02:30noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;
11-11-2023 16:02:30warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value
11-11-2023 16:02:30warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
11-11-2023 16:01:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
11-11-2023 15:56:28noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: 
11-11-2023 14:54:16warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
11-11-2023 14:54:00warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;
11-11-2023 14:54:00noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.
11-11-2023 14:53:36warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
   

fairless94
Joining in

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000006.642QAM 25622
21380000006.943QAM 2561
31460000006.743QAM 2562
41540000006.742QAM 2563
51620000006.943QAM 2564
61700000006.943QAM 2565
71780000006.943QAM 2566
8186000000743QAM 2567
91940000006.943QAM 2568
102020000006.843QAM 2569
11210000000743QAM 25610
122180000006.943QAM 25611
132260000006.743QAM 25612
142340000006.642QAM 25613
152420000006.743QAM 25614
162500000006.642QAM 25615
172580000006.442QAM 25616
182660000006.342QAM 25617
192740000006.643QAM 25618
202820000006.742QAM 25619
212900000006.642QAM 25620
222980000006.642QAM 25621
233140000006.743QAM 25623
243220000006.442QAM 25624
253300000006.142QAM 25625
263380000006.342QAM 25626
273460000006.242QAM 25627
283540000006.442QAM 25628
293620000006.342QAM 25629
303700000006.142QAM 25630
31378000000642QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4227791385
2Locked431255800
3Locked431988244
4Locked422007869
5Locked4321022344
6Locked4328623198
7Locked4327743164
8Locked4327893048
9Locked4328562797
10Locked4327092723
11Locked4328052561
12Locked4328022489
13Locked4329002422
14Locked4227342200
15Locked4327501983
16Locked4227731864
17Locked4227751761
18Locked4227971634
19Locked4329081431
20Locked4228351566
21Locked4228721546
22Locked4228321476
23Locked4327731312
24Locked4226881243
25Locked4225131099
26Locked422425905
27Locked422353670
28Locked422231708
29Locked422169551
30Locked422047491
31Locked421976421

fairless94
Joining in

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000041.35120QAM 649
14310000041.35120QAM 6410
23660000040.35120QAM 6411
33010000040.35120QAM 6412
42360000040.35120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

I'm still getting issues, its really annoying. Virgin saying there is an intermittent problem but its been like this since yesterday.

VIRGIN MEDIA.png

jbrennand
Very Insightful Person
Very Insightful Person

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.