Menu
Reply
harrier_mk2
  • 11
  • 0
  • 0
Tuning in
509 Views
Message 1 of 9
Flag for a moderator

frequent latency spikes through the day

Good afternoon everyone, iv been trawling the forums for an answer for days now, tried most of the suggestions, and still having issues so if someone can help that would be appreciated

 

I'm getting regular drops in connection it uses to be much worse, I would get drops of about 20 seconds and if I was playing a game it would usually result in my session being terminated,

so I have tried a reset, switching to modem mode and using my own, a factory reset, I thought it was my pc for a while so I replaced all the cabling,

and I have since been running the quality monitor so I could come to you with some more information about the problem

 

after the factory reset it got better, now my spikes are more like 10 seconds, and i can usually carry on what ever i was doing but i have never had a problem like this in my last address

https://www.thinkbroadband.com/broadband/monitoring/quality/share/75318defb3fd5cb38f862a9b2058cec470... 

0 Kudos
Reply
Andrew-G
  • 9.91K
  • 1.6K
  • 4.42K
Alessandro Volta
495 Views
Message 2 of 9
Flag for a moderator

Re: frequent latency spikes through the day

BQM looks like the intermittent impacts of noise or power problems. 

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

0 Kudos
Reply
harrier_mk2
  • 11
  • 0
  • 0
Tuning in
482 Views
Message 3 of 9
Flag for a moderator

Re: frequent latency spikes through the day

3.0 Downstream channels

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

253307500004.30000334.345688QAM25625
11387500006.90000232.962662QAM2561
21467500006.50000033.376591QAM2562
31547500006.50000033.376591QAM2563
41627500006.50000033.486542QAM2564
51707500006.40000233.956509QAM2565
61787500006.00000033.956509QAM2566
71867500006.19999733.834164QAM2567
81947500006.09999834.345688QAM2568
92027500005.69999734.345688QAM2569
102107500005.40000233.956509QAM25610
112187500005.40000234.483570QAM25611
122267500004.90000233.834164QAM25612
132347500004.50000033.956509QAM25613
142427500004.30000333.834164QAM25614
152507500003.90000232.584778QAM25615
162587500003.59999833.486542QAM25616
172667500003.90000233.486542QAM25617
182747500003.40000233.486542QAM25618
192827500002.79999933.376591QAM25619
202907500003.20000133.834164QAM25620
212987500003.70000134.345688QAM25621
223067500003.90000234.345688QAM25622
233147500004.00000033.956509QAM25623
243227500004.50000034.483570QAM25624
263387500003.50000033.834164QAM25626
273467500003.40000234.483570QAM25627
283547500003.70000134.925610QAM25628
293627500003.00000034.483570QAM25629
303707500002.50000033.956509QAM25630
313787500002.79999933.834164QAM25631



3.0 Downstream channels

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

25Locked34.345688140
1Locked32.9626624840
2Locked33.3765913290
3Locked33.3765913310
4Locked33.4865421610
5Locked33.956509530
6Locked33.956509450
7Locked33.834164330
8Locked34.345688230
9Locked34.345688220
10Locked33.956509380
11Locked34.483570240
12Locked33.834164710
13Locked33.956509810
14Locked33.834164630
15Locked32.58477816900
16Locked33.4865422850
17Locked33.4865421370
18Locked33.4865422120
19Locked33.3765913030
20Locked33.8341641180
21Locked34.345688280
22Locked34.345688250
23Locked33.956509430
24Locked34.48357090
26Locked33.834164150
27Locked34.483570270
28Locked34.92561070
29Locked34.483570260
30Locked33.956509460
31Locked33.834164490



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM2048424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked350.73588786810
0 Kudos
Reply
Andrew-G
  • 9.91K
  • 1.6K
  • 4.42K
Alessandro Volta
440 Views
Message 4 of 9
Flag for a moderator

Re: frequent latency spikes through the day

Assuming you're not on a newly built FTTP network, your downstream SNR looks too low.  I'll flag for staff to take a look and advise.

0 Kudos
Reply
Laurie_C
  • 978
  • 29
  • 91
Forum Team (Retired)
Forum Team (Retired)
433 Views
Message 5 of 9
Flag for a moderator

Re: frequent latency spikes through the day

Hi harrier_mk2,

 

Thanks for getting in touch, and a very warm welcome back to the Community Forum! I'm sorry about the broadband issues that you're having.

 

I've been able to locate your account using your Forum details, and I can see that there are some issues showing on your account. I'll need to book an engineer appointment for you, so I'll just need to confirm a few details via Private Message. Please look out for a purple envelope in the top right corner of your screen.

 

Kind regards,

Laurie

Laurie_C
Forum Team
0 Kudos
Reply
harrier_mk2
  • 11
  • 0
  • 0
Tuning in
339 Views
Message 6 of 9
Flag for a moderator

Re: frequent latency spikes through the day

so the engineer came, saw my signal was lower than expected and after testing my hub at the exchange and seeing no improvement they have given me a new hub and seed an improvement in line quality, however... my problem has not changed at all its the exact same problem and with the same frequency,

i thought id give it some time to see if it settled but alas, any new ideas?

BB monitor 1308.png

0 Kudos
Reply
harrier_mk2
  • 11
  • 0
  • 0
Tuning in
337 Views
Message 7 of 9
Flag for a moderator

Re: frequent latency spikes through the day

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253307500004.00000035.595078QAM25625
11387500007.69999736.609653QAM2561
21467500007.09999836.386890QAM2562
31547500007.19999736.386890QAM2563
41627500007.00000036.609653QAM2564
51707500006.90000236.386890QAM2565
61787500006.59999836.609653QAM2566
71867500006.80000336.609653QAM2567
81947500006.69999737.355988QAM2568
92027500006.30000337.355988QAM2569
102107500005.90000236.386890QAM25610
112187500005.80000336.609653QAM25611
122267500005.69999736.609653QAM25612
132347500005.30000336.609653QAM25613
142427500004.90000236.609653QAM25614
152507500004.59999835.595078QAM25615
162587500004.59999836.386890QAM25616
172667500004.59999835.779911QAM25617
182747500004.40000235.779911QAM25618
192827500004.00000035.779911QAM25619
202907500004.40000235.779911QAM25620
212987500005.00000036.386890QAM25621
223067500005.19999736.609653QAM25622
233147500004.80000336.386890QAM25623
243227500004.19999735.779911QAM25624
263387500004.40000236.386890QAM25626
273467500004.40000236.386890QAM25627
283547500004.00000036.386890QAM25628
293627500003.29999936.386890QAM25629
303707500003.40000236.386890QAM25630
313787500003.79999935.779911QAM25631


3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked35.59507800
1Locked36.60965300
2Locked36.38689000
3Locked36.38689000
4Locked36.60965300
5Locked36.38689000
6Locked36.60965300
7Locked36.60965300
8Locked37.35598800
9Locked37.35598800
10Locked36.38689000
11Locked36.60965300
12Locked36.60965300
13Locked36.60965300
14Locked36.60965300
15Locked35.59507810
16Locked36.38689000
17Locked35.77991100
18Locked35.77991100
19Locked35.77991110
20Locked35.77991100
21Locked36.38689000
22Locked36.60965300
23Locked36.38689000
24Locked35.77991100
26Locked36.38689000
27Locked36.38689000
28Locked36.38689000
29Locked36.38689000
30Locked36.38689000
31Locked35.77991120


3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked371.11995000800

 

0 Kudos
Reply
Kath_F
  • 32.27K
  • 1.23K
  • 2.59K
Forum Team
Forum Team
324 Views
Message 8 of 9
Flag for a moderator

Re: frequent latency spikes through the day

Hi harrier_mk2, 

Thanks for coming back to us and apologies to hear that things haven't improved despite the Hub being changed. 

Checking the stats on the hub today, I can see that your downstream power levels are a little high. It looks like we'll need to get the engineer back out to you I'm afraid. As you've had a visit recently, the engineer will be a principle technician who will be able to do more in-depth checks. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Kath_F
  • 32.27K
  • 1.23K
  • 2.59K
Forum Team
Forum Team
303 Views
Message 9 of 9
Flag for a moderator

Re: frequent latency spikes through the day

Hi harrier_mk2,

 
Thanks for coming back to via private message. 


I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders.


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.
 

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply