on 11-02-2022 14:47
Recently (last two to three weeks) started experiencing mega high latency spikes frequently on our network.
Have been with Virgin for two years now. No significant problems til now.
Couple of times in the last few weeks connection has gone completely for several hours, to the extent VM actually recognised it on the status checker.
Rest of the time we're experiencing big ping spikes, corresponding with loss of services for MS Teams, Zoom, streaming. Really disruptive in the middle of the day while trying to work from home on meetings.
Kit is all fine, using VM superhub in modem mode connected to Google WiFi. Have troubleshooted my equipment, no issues there.
No faith in telephone support given past experience so options on the table are change ISP or get VM to look into this. Posting here in the hope that the latter gets actioned...?
Happy to share account details over DM with VM if you get in touch.
on 11-02-2022 16:56
on 11-02-2022 17:00
Yep, when it goes down for a few hours generally we’ll have a confirmed issue according to the service status. But the ping spikes leading to intermittent, brief connection faults occur when VM say there are no issues in our area.
on 11-02-2022 19:54
on 12-02-2022 16:06
on 12-02-2022 16:50
Am I likely to generate much more useful information in lobbying to get VM to take a look upstream? I’m on a google WiFi mesh setup, virgin super hub in modem only mode so thinkbroadband’s BQM just gives me 100% packet loss. Reluctant to disengage my mesh and revert to superhub as I’ll lose connectivity in rest of the house.
on 12-02-2022 17:43
on 13-02-2022 08:27
Cheers, yeah Google Wifi blocks ICMP.
Acquired Downstream Channel (Hz) | 234750000 | Locked |
Ranged Upstream Channel (Hz) | 46200044 | Locked |
Provisioning State | Online |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt057+voc-b.cm |
SFID | 824996 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 824995 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Time Priority Description
13/02/2022 08:23:21 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:19:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:19:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:18:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:18:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:16:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:16:14 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:16:10 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:16:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:15:39 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:15:39 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:13:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:13:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:13:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:13:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:02:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/02/2022 00:02:2 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2022 20:12:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2022 20:12:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/02/2022 20:04:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 15-02-2022 09:20
Hi there @Selbar
Thank you so much for your post and welcome back to our community forums!
I'm so sorry to hear that you are facing this issues with your connections!
I have checked the Hub and everything does appear to be in spec and working as we would expect.
Would you be able to set up a BQM on this site for us? Leave it running for 48 hours and update us with the live link after?
Thank you.
on 16-02-2022 23:34
Thanks @ashleigh_C
Not quite 48 hours, but might be by the time you see this and to be honest I'm sure you can see enough from the graph already to recognise there's a problem!
Let me know if you need anything else, and what your thoughts are.
Cheers,
Alan.