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aahizam
Tuning in

Hi all, 

I have recently got upgraded to the 1G volt package and had a new HUB5 fitted, 

but I noticed that my MS on Speedtest ranges from 25-50 with an average of 30,

I used to get 9ms when I test until I got the upgrade I was on the 200mbps 

does anyone know what might be the problem here ? 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.542QAM 2561
21470000005.442QAM 2562
31550000005.242QAM 2563
41630000005.141QAM 2564
51710000004.942QAM 2565
61790000005.142QAM 2566
71870000004.942QAM 2567
8195000000542QAM 2568
92030000004.642QAM 2569
102110000004.542QAM 25610
112190000004.442QAM 25611
12227000000442QAM 25612
132350000004.142QAM 25613
142430000003.542QAM 25614
152510000003.742QAM 25615
162590000003.441QAM 25616
172670000003.541QAM 25617
182750000003.641QAM 25618
192830000003.841QAM 25619
202910000004.241QAM 25620
212990000004.142QAM 25621
223070000004.341QAM 25622
233150000003.842QAM 25623
243230000004.142QAM 25624
253310000003.441QAM 25625
263390000003.641QAM 25626
273470000003.241QAM 25627
283550000003.241QAM 25628
293630000003.141QAM 25629
30371000000341QAM 25630
313790000002.941QAM 25631

 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4230
2Locked4210
3Locked4200
4Locked4100
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4210
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4200
22Locked4100
23Locked4200
24Locked4200
25Locked4100
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4100
1 ACCEPTED SOLUTION

Accepted Solutions

John_GS
Forum Team
Forum Team

Hi @aahizam

Thanks for posting and welcome to the community.

I am sorry for any issues with the internet - checked here and the latency is all good. 

However, I have noticed a lot of disconnections over the past month, this will need a tech visit 

I'll send you a PM now to assist further.

Best wishes,

John_GS
Forum Team


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See where this Helpful Answer was posted

12 REPLIES 12

John_GS
Forum Team
Forum Team

Hi @aahizam

Thanks for posting and welcome to the community.

I am sorry for any issues with the internet - checked here and the latency is all good. 

However, I have noticed a lot of disconnections over the past month, this will need a tech visit 

I'll send you a PM now to assist further.

Best wishes,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

John_GS
Forum Team
Forum Team

Thanks for joining me on PM @aahizam and allowing me to book in the tech visit for you. 

The visit will be viewable in your online account - virg.in/myVM - within the hour and you'll be able to amend/cancel it if needed.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes or if you need further assistance.
Best wishes,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi @John_GS

I had the engineer visit yesterday and changed the cabling and housing inside my home, and i have noticed that the lag spikes are much worse now when playing on my xbox. 

I have started a BQM this is what I am on so far. I can see spikes happening, could you please advice ? My Broadband Ping - virgin media connection 

 



Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000006.342QAM 2561
21470000006.241QAM 2562
31550000005.942QAM 2563
41630000006.142QAM 2564
51710000005.842QAM 2565
61790000005.942QAM 2566
71870000005.842QAM 2567
81950000005.942QAM 2568
92030000005.542QAM 2569
102110000005.442QAM 25610
112190000005.342QAM 25611
12227000000542QAM 25612
132350000004.841QAM 25613
142430000004.541QAM 25614
152510000004.641QAM 25615
162590000004.441QAM 25616
172670000004.441QAM 25617
182750000004.441QAM 25618
192830000004.841QAM 25619
202910000005.141QAM 25620
212990000005.242QAM 25621
223070000004.941QAM 25622
23315000000542QAM 25623
243230000004.742QAM 25624
253310000004.742QAM 25625
263390000004.441QAM 25626
273470000004.441QAM 25627
283550000004.141QAM 25628
293630000004.141QAM 25629
303710000004.241QAM 25630
313790000003.741QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4200
2Locked4100
3Locked4200
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4200
22Locked4100
23Locked4200
24Locked4200
25Locked4200
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4110

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000455120QAM 641
14310000045.35120QAM 642
236600000455120QAM 643
330100000455120QAM 644
423600000455120QAM 645

Upstream bonded channels

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

Hey aahizam, thank you for reaching out and I am sorry you are still having some connection issues.

Okay I have taken a look into this and I can see there was actually an SNR outage in the local area for over a week.

However this has finish on the 26th November , has your connection been fully restored? Thanks 

Matt - Forum Team


New around here?

Hi @Matthew_ML

Although my speed and ping has stabilised, the packet loss doesn’t look great per that BQM, it seems like it keeps happening throughout the day, makes my gaming a nightmare sometimes. 

Hi aahizam, 

Thanks for coming back to me on this one. I'm sorry to hear that you are still having an issue with your packet loss.

Checking things this end, there is an error advising the hub is still out of specification. 

Can you please ensure the coax cable(s) are securely connected to the Hub, to any splitters that are in use and to the wall socket. Once you've done this, please reboot the hub. This should help improve things slightly however we will need to get another engineer booked due to there being a power issue on the DOCSIS 3.1. We won't be able to fix this remotely but as you've had a visit recently, we'll ensure it's a principle technician booked for you. 

I have sent you a private message to confirm your address. 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? Check out the do's and don'ts, in our Community FAQs


Hi aahizam,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available engineer appointment avoiding the days you mentioned you weren't going to be available. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24 hours have passed, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

  • The technician diagnoses the faults as not being caused by our network/equipment
  • The technician discovers that the fault or problem relates to your equipment
  • The technician discovers that the fault or problem relates to any system that we are not responsible for
  • The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment, you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email. 

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Kath,

thank you for the above, just to clarify, what do you mean there is power issues with DOCSIS 3.1? 

are you saying DOCSIS 3.1 isn’t available on my connection? 


 

 

Here’s the stats again,

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)139000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000006.341QAM 2561
21470000006.241QAM 2562
31550000005.841QAM 2563
41630000005.941QAM 2564
51710000005.541QAM 2565
61790000005.841QAM 2566
71870000005.641QAM 2567
81950000005.841QAM 2568
92030000005.441QAM 2569
102110000005.341QAM 25610
112190000005.241QAM 25611
122270000004.941QAM 25612
132350000004.841QAM 25613
142430000004.641QAM 25614
152510000004.641QAM 25615
162590000004.741QAM 25616
172670000004.741QAM 25617
182750000004.641QAM 25618
192830000004.641QAM 25619
202910000004.641QAM 25620
212990000004.741QAM 25621
223070000004.641QAM 25622
233150000004.741QAM 25623
243230000004.541QAM 25624
253310000004.641QAM 25625
263390000004.441QAM 25626
273470000004.441QAM 25627
283550000004.241QAM 25628
293630000004.341QAM 25629
303710000004.341QAM 25630
313790000003.841QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4116354467
2Locked4139951605
3Locked411887796
4Locked411727677
5Locked4151721779
6Locked41522873270
7Locked41127810
8Locked415736
9Locked4163134
10Locked4163635
11Locked41122750
12Locked4146729
13Locked4170640
14Locked41130
15Locked4152254
16Locked411410
17Locked4128628
18Locked416026
19Locked4117745
20Locked4111226
21Locked4178
22Locked41818
23Locked4197
24Locked412119
25Locked413667
26Locked411119
27Locked412727
28Locked41149
29Locked412840
30Locked413433
31Locked413046

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000044.55120QAM 641
143100000455120QAM 642
23660000044.55120QAM 643
330100000455120QAM 644
42360000044.55120QAM 645

Upstream bonded 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
1
Enabled
3.1
dJKDHSUBsgvca69834ncxv987

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
8308
1200000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
8317
55000270 bps
42600bytes
0 bps
16320bytes
Best Effort