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greenbadger
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Frequent latency spikes and packet loss

I'm seeing frequent latency spikes and dropped packets on my broadband

Link to live monitor the large red block is when I put my hub 3.0 into router mode to see if the issue was with my router - it wasn't and the problems remained with the hub 3.0 doing the routing

I'm also seeing frequent pixellation on all channels on both my V6 boxes which may or may not be linked to the broadband issues. I'm on the ultimate oomph bundle with M500 Broadband

Router stats/logs

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
32600014
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1323000000640256 qam20
2171000000538256 qam1
31790000005.338256 qam2
41870000005.338256 qam3
5195000000540256 qam4
62030000004.940256 qam5
72110000004.840256 qam6
82190000004.840256 qam7
92270000004.940256 qam8
102350000004.640256 qam9
112430000004.338256 qam10
12251000000440256 qam11
132590000004.938256 qam12
142670000005.540256 qam13
152750000005.440256 qam14
162830000005.340256 qam15
17291000000540256 qam16
182990000005.340256 qam17
193070000005.540256 qam18
203150000005.840256 qam19



Downstream bonded channels

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

1Locked40.369314530
2Locked38.956115659
3Locked38.964820398
4Locked38.964218819
5Locked40.364021108
6Locked40.364524372
7Locked40.363925105
8Locked40.368624187
9Locked40.366023742
10Locked40.364822856
11Locked38.969522897
12Locked40.362723171
13Locked38.966123211
14Locked40.359324047
15Locked40.961828095
16Locked40.363524354
17Locked40.959423715
18Locked40.353024924
19Locked40.949424436
20Locked40.344626582

 

Upstream bonded channels

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

1326000144.55512064 qam3
2258000314.8512064 qam4
3394000094.7512064 qam2
4461999744.55512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dsfd;kfoA,.iyewrkldJKDHSUBsgvca698

 

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greenbadger
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Re: Frequent latency spikes and packet loss

Primary Downstream Service Flow

SFID6614
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID6613
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

06/08/2019 09:11:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 09:11:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 09:11:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 09:11:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 09:39:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 09:39:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:06:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:06:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:06:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:06:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:33:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:33:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:59:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 10:59:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 11:25:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 11:25:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 12:16:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 12:16:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 12:40:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2019 12:40:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Forum Team
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Re: Frequent latency spikes and packet loss

Hi greenbadger, thanks for getting in touch. 

 

Sorry for the trouble you've had with your broadband recently. 

 

Have you been able to check for related known issues on our service status page: virg.in/service? If you sign in from there you can also run tests on your equipment which may offer a solution.

 

If there's nothing communicated that could be causing the problem don't hesitate to let us know so we can take a further look.

 

Alternatively you can text our cable-care team on 07533051809 (Mon - Sat 8am - 8pm) or give us a call on 150/ 0345 454 1111.

 

Tom

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greenbadger
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Re: Frequent latency spikes and packet loss

Hi Tom

There’s nothing on the service status and I’ve also run the automatic tests with nothing coming up

Connection seems pretty much the same. It seems to affect me if I’m live streaming radio through the internet or live TV through things like iPlayer

As mentioned in my OP I’m also seeing pixelation on all channels on my TV service which may be connected to the broadband issue. Again no faults on service status and nothing when I run tests online

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Re: Frequent latency spikes and packet loss

Thanks for confirming. I'd like to take a look from our end to see what we can do to help - please look out for my PM and get back to me when you can so we can investigate further. 

 

Tom

 

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Cedd
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Re: Frequent latency spikes and packet loss

I have the same, although the server status reports no issues.
Taking my several years working for the company, I know that bad weather affects our connection locally. So VM should fess up and stop pretenting that there's nothing wrong

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greenbadger
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Re: Frequent latency spikes and packet loss

Looking at my BQM this has been going on since at least April at least so not sure it’s down to the warm weather

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greenbadger
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Re: Frequent latency spikes and packet loss

To update on this Tom booked me an engineer visit for today. The engineer has identified a problem with the cable running from the street cabinet to my property and has booked a repull in for a couple of weeks which will hopefully fix the problems I’ve been having with broadband and TV

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Re: Frequent latency spikes and packet loss

Thanks for getting back to us with the update greenbadger.

 

I'm glad the engineer has identified the issue, and steps are being taken to get this resolved.

 

I am sorry for the hassle & inconvenience though. Please continue to keep us posted with the outcome of the re-pull - or let us know if there's anything else we can help with in the meantime.

 

Tom

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greenbadger
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Re: Frequent latency spikes and packet loss

Repull ended up being done on the same day as the engineer appointment

Been monitoring things since and its pretty much the same. Broadband still dropping out for a few seconds and still seeing pixelation on all channels on both my V6 boxes (usually at the same time as the broadband dropping out). Lots of RS errors in my hub logs too

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