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WiFi Dropping and Latency Issues

My wifi has never been the most stable thing in the world but recently has got worse. 

My son's Xbox when playing Fortnite has large latency spikes making it unplayable for him. I tried both rebooting and resetting the router, but no difference. 

The wifi was running on separate 2g & 5g channels. Using the Virgin Connect app, it reported a bad signal in my son's room and could tweak things. It ran through its stuff, rebooted the router, and the App reported a Great signal in his room and had combined the 2g & 5g channels into one (which I assume alternates between the 2 channels automatically)

Things haven't improved. Though speed tests look fine, on my phone trying to access a web page, it will just hang and streaming on some videos won't happen. This happens on other people's devices. My son's just come in sulking as Fortnite still lags. 

I'll post the Broadband Quality Monitor and router status in a reply as it's apparently too long for this. 

Is there anything obvious I'm not doing as I've run out of ideas...

Thanks!

[Edit: For example, it's just taken me over half an hour to post the replied below because the wifi would drop out completely every time I tried to click on something]

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Message 2 of 13
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Re: WiFi Dropping and Latency Issues

Screenshot 2020-07-30 at 22.27.44.jpg

I'm guessing the big red bit isn't great...?

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Re: WiFi Dropping and Latency Issues

Downstream bonded channels

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

14027500002.440256 qam25
21867500003.540256 qam7
31947500003.240256 qam8
4202750000340256 qam9
5210750000340256 qam10
6218750000340256 qam11
72267500002.940256 qam12
82347500002.940256 qam13
92427500002.940256 qam14
102507500002.740256 qam15
112587500002.740256 qam16
122667500002.740256 qam17
132747500002.540256 qam18
142827500002.540256 qam19
152907500002.540256 qam20
162987500002.738256 qam21
173067500002.540256 qam22
183147500002.440256 qam23
193227500002.440256 qam24
204107500002.540256 qam26
214187500002.540256 qam27
224267500002.440256 qam28
234347500002.440256 qam29
244427500002.240256 qam30



Downstream bonded channels

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

1Locked40.3990
2Locked40.3480
3Locked40.3420
4Locked40.3370
5Locked40.3330
6Locked40.3570
7Locked40.3530
8Locked40.3620
9Locked40.3560
10Locked40.9480
11Locked40.9430
12Locked40.3530
13Locked40.31010
14Locked40.3490
15Locked40.9580
16Locked38.9710
17Locked40.3760
18Locked40.3620
19Locked40.3820
20Locked40.31020
21Locked40.31420
22Locked40.31620
23Locked40.31610
24Locked40.32000

 

Upstream bonded channels

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

1394000004.325512064 qam2
2258000684.3512064 qam4
3462000004.3512064 qam1
4326000004.325512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

29/07/2020 19:18:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 19:18:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 09:58:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 09:27:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 06:36:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 11:20:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 10:43:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 10:25:57Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 01:22:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 17:52:40ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 22:11:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 09:07:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2020 22:00:9ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 14:30:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 13:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2020 11:28:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 16:07:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 12:34:8ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 13
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Re: WiFi Dropping and Latency Issues

Hello
I am afraid that thee images you have posted contain your external IP address, this is classed as personal information and should not be posted on an open forum. They have been rejected.
Regards Mike

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Re: WiFi Dropping and Latency Issues

Yep, regarding the BQM, first of all, if you manually named the BQM with your IP, you'll need to take an image and then edit the image to obscure the IP.  If you named the BQM something like "Fred's Virgin Media connection", then the reason the IP address shows (and gets the image blocked) is that you haven't used the "share snapshot chart" link.  When you're logged in to Thinkbroadband, it shows your IP, that's intentional, but that's why the "share" facility exists.  When you generate a shared snapshot, post the link here not an image - makes everybody's life easier.

Regarding the hub data that you posted, that's generally speaking OK.  Power, SNR, modulation all good, error count depends on how long since the last reboot, but at the time of posting it wasn't necessarily bad.  Network log hints at a possible problem with a few too many timeouts and synch errors, but even these could be in the normal range of expectations, so seeing the BQM is rather important in getting to the bottom of your problem.

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Re: WiFi Dropping and Latency Issues

Oops. Very sorry about that. Thanks for the heads-up.

Here's an IP address-less BQM snapshot I've just generated this morning:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb3d3adc9ffc8ae221078038660953334e...

Thanks

 

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Re: WiFi Dropping and Latency Issues

Cheers.  The BQM isn't perfect - those few high spikes aren't welcome - but otherwise it isn't that bad.  So, given that the power, SNR, modulation, network log and BQM all look within the realm of normal, I'm wondering if this is a wireless issue.  As you've exhausted the reboot and reset actions there's not much else you can do for the hub.

Notwithstanding your prior good experience, my view (widely shared round here) is that the Hub 3 wifi is particularly weak.  I wouldn't expect the Connect app to help much - it pushes you back to the standard settings of combined 2.4 and 5 Ghz bands and the dubious automatic optimisation feature, and as far as I can see attempts to push VM's crummy boosters as a fix for their own shonky hub.

So, I can't guarantee it will fix things, but it sounds like the last thing to try, so I'd suggest you do what I and others have done, and consider putting the Hub in modem mode and investing in a mesh wifi system.  I use a TP-Link Deco M4 which is fab (currently only £69 from Argos, which is very good value, but price seems to jump around a lot), if you want to go absolute minimum cost the Tenda Nova MW3 is basic but entirely competent and can be had for sixty quid shopping around.  If you want to spend more for a dog's doodahs solution then there's some excellent Wifi 6 (802.11ax) mesh systems coming on to the market, but expect to spend several hundred quid.   I'd steer clear of the BT mesh system because it still needs the VM hub to act as a router, and other systems like Plume, Eero and Google wifi, all of which work, but offer dubious value compared to gear from proper hardware makers like TP-Link, Tenda, Asus, Netgear.  Buy online, and then your return rights are stronger if you find that it doesn't solve the problem.

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Re: WiFi Dropping and Latency Issues

Yeah, I wondered whether it was just the way the 3.0 router was. Thanks very much for that advice. Much appreciated. I've ordered the TP-Link Deco M4. Hopefully I can get my work done without hearing screams of rage from youngest's bedroom...

Thanks again. 

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Re: WiFi Dropping and Latency Issues

Fingers crossed it works for you!  You will need to enable QoS (Quality of Service) in the Deco management app for the Padawan gamer's device, and for any equipment that needs peak speeds but don't overdo the QoS list, otherwise it defeats the purpose.  QoS prioritises the speed and response times for devices you select. 

There's also so nifty parental controls on the Deco app that may be useful.  Being able to blacklist wifi via your own mobile device can sometimes be a useful incentive.....

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Re: WiFi Dropping and Latency Issues

Got it all connected up now and looking good so far! I've pointed out my new ability to blacklist his Xbox and I'm enjoying the new sense of power. 

Many thanks again. 

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