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high latency considerably slowing down my work (from home)

Good morning, I hope this is a good way to find some assistance. I chose to contact you via the community, rather than calling, to be able to attach some screenshots explaining the issue.

I am experiencing what seems to be a high latency issue which causes any action I am doing to freeze for a few seconds every minute or so, before I can continue to work (actions like writing on Word/Excel, opening a (small) picture/screenshot, even renaming a file, switching between open applications).
I work mainly with Excel, Word, memoq (a translation tool), seldom using the Internet (opening max 3 windows at the same time). Outlook constantly open.

This has been happening every day since last month, from around the 13th of October, I think. Previously, my connection was excellent, I had never any issues with working from home (since March), including browsing files on our server, downloading files, checking videos.
I work from home with a Surface laptop, connecting to the company VPN.
I have contacted our IT  team for help, but apparently this issue is not related to company hardware/software. They helped me identify what seems to be a high latency issue with my Internet provider.

I attach some screenshots with some data, hoping it can help shade some light on the problem.
I would be grateful if I could get some assistance from VirginMedia.

Thanks in advance!

Silvia

Virginmedia high latency1.pngVirginmedia high latency2 with timeout.pngVirginmedia high latency3.pngVirginmedia high latency4.pngVirginmedia high latency5 with timeout.pnglatency test1.pnglatency test2.png

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Alessandro Volta
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Message 2 of 10
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Re: high latency considerably slowing down my work (from home)

“Latency” has no effect on applications like word, excel etc. 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Alessandro Volta
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Message 3 of 10
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Re: high latency considerably slowing down my work (from home)

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 4 of 10
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Re: high latency considerably slowing down my work (from home)

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 5 of 10
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Re: high latency considerably slowing down my work (from home)

Which Hub do you have ?

What is your contracted speed ?

………………………………………………………………………..

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 10
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Re: high latency considerably slowing down my work (from home)

Hi Mike,

Thanks a lot for reaching out.

Downstream bonded channels

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

1314750000-0.538256 qam23
21387500002.238256 qam1
31467500002.240256 qam2
4154750000240256 qam3
51627500001.738256 qam4
61707500001.740256 qam5
71787500001.438256 qam6
8186750000138256 qam7
91947500000.938256 qam8
102027500000.738256 qam9
112107500000.238256 qam10
12218750000038256 qam11
13226750000-0.238256 qam12
14234750000-0.738256 qam13
15242750000-0.938256 qam14
16250750000-1.238256 qam15
17258750000-1.738256 qam16
18266750000-2.238256 qam17
19274750000-138256 qam18
20282750000-0.738256 qam19
21290750000-0.538256 qam20
22298750000-0.538256 qam21
23306750000-138256 qam22
24322750000-0.738256 qam24



Downstream bonded channels

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

1Locked38.93500
2Locked38.66613
3Locked40.351514543
4Locked40.3850
5Locked38.9470
6Locked40.3410
7Locked38.9460
8Locked38.9582263
9Locked38.9760
10Locked38.6260
11Locked38.9350
12Locked38.9401103
13Locked38.696049
14Locked38.61210
15Locked38.6760
16Locked38.61986
17Locked38.6880
18Locked38.95040
19Locked38.94330
20Locked38.93060
21Locked38.62140
22Locked38.93730
23Locked38.93180
24Locked38.62950

 

Upstream bonded channels

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

13260000045.3512064 qam5
23940000045.3512064 qam4
34620000046.8512064 qam3
45370000046.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000
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Message 7 of 10
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Re: high latency considerably slowing down my work (from home)

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69



Primary Downstream Service Flow

SFID30012
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID30011
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

12/11/2020 12:11:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:32:32noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 11:32:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 07:37:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 00:57:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 15:42:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 18:38:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 12:31:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:00:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 06:07:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 05:50:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 00:05:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 23:15:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 06:54:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 06:54:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 16:49:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 20:35:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 18:54:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 18:54:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 17:46:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 8 of 10
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Re: high latency considerably slowing down my work (from home)

My BMQ 

Thank you, Mike.
I'm finally able to give it a try, after finishing work and disconnecting from the VPN.

If you have any other info for me, thank you in advance.

Have a nice weekend.

Silvia

 

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Message 9 of 10
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Re: high latency considerably slowing down my work (from home)

Hi silviagoldhawk,

 

Thanks for your post and apologies for the delayed response. Are you still having latency issues? Have you been able to test the connection without the VPN? Our remote diagnostic is not currently showing any issues with your connection.

 

Cheers,

Corey C

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Message 10 of 10
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Re: high latency considerably slowing down my work (from home)

Dear Corey,

Thank you very much for your reply and for letting me know that, according to your diagnostic, my connection is fine!

Today I was finally able to test the same applications with a workaround to the VPN and it is much better.
I don't seem to notice the same issue.
So there is indeed nothing wrong with the connection, sorry for the false alarm!

Thanks for coming back to me, much appreciated.

Have a nice day!

Silvia

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