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Message 1 of 29
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Latency Issue - Hub 4.0

Hey,

I'm currently having an issue where I'm getting constant ping spikes through my network. I've been down pretty much every avenue that my googling can take me and I've still had no joy.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b584dc4b111081cb69f1633428e34072e... 

This is what my ping has been looking like for the past few weeks.

Been on the phone to support who've tried resetting my line from their end and I'm still running into the same issue. Pinging googles DNS servers over 40 pings gives me typically 18ms minimum and over 100ms maximum (it hit 200ms at one test).

I've tried the hub in modem mode and I'm still running into the same issue.

Has anyone else had something like this happen? Any ideas on the best way to get this resolved would be massively appreciated!!

Thanks!

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Message 2 of 29
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Re: Latency Issue - Hub 4.0

Would need to check the signal levels if could go to http://192.168.0.1 or if using modem mode http://192.168.100.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it.. try and avoid using screen shots..

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 29
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Re: Latency Issue - Hub 4.0

Thanks for getting back to me! Hopefully these make a little more sense to you than they do to me!

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

4

163000000

4.400002

37.636276

QAM256

4

1

139000000

5.500000

36.609653

QAM256

1

2

147000000

5.300003

37.355988

QAM256

2

3

155000000

4.800003

36.609653

QAM256

3

5

171000000

4.300003

37.355988

QAM256

5

6

179000000

3.700001

37.636276

QAM256

6

7

187000000

3.599998

37.355988

QAM256

7

8

195000000

3.200001

37.636276

QAM256

8

9

203000000

2.799999

37.355988

QAM256

9

10

211000000

2.500000

37.636276

QAM256

10

11

219000000

1.799999

37.355988

QAM256

11

12

227000000

1.599998

37.355988

QAM256

12

13

235000000

1.000000

37.355988

QAM256

13

14

243000000

0.599998

37.636276

QAM256

14

15

251000000

0.500000

37.636276

QAM256

15

16

259000000

-0.200001

37.636276

QAM256

16

17

267000000

-0.099998

37.636276

QAM256

17

18

275000000

-0.200001

37.355988

QAM256

18

19

283000000

-0.500000

37.355988

QAM256

19

20

291000000

0.700001

37.636276

QAM256

20

21

299000000

0.700001

37.636276

QAM256

21

22

307000000

0.400002

38.605377

QAM256

22

23

315000000

0.400002

38.605377

QAM256

23

24

323000000

0.900002

37.636276

QAM256

24

25

331000000

2.000000

38.605377

QAM256

25

26

339000000

1.099998

38.605377

QAM256

26

27

347000000

0.400002

38.605377

QAM256

27

28

355000000

0.500000

38.605377

QAM256

28

29

363000000

0.299999

38.605377

QAM256

29

30

371000000

0.200001

37.636276

QAM256

30

31

379000000

0.200001

38.605377

QAM256

31

 

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

4

Locked

0

0

0

1

Locked

100834821

0

0

2

Locked

100179953

0

0

3

Locked

96707472

0

0

5

Locked

100212636

0

0

6

Locked

100414807

0

0

7

Locked

3131644332

0

0

8

Locked

90245838

0

0

9

Locked

77336458

0

0

10

Locked

76135840

0

0

11

Locked

75345639

0

0

12

Locked

74736488

0

0

13

Locked

75712245

0

0

14

Locked

75894357

0

0

15

Locked

75062645

0

0

16

Locked

56018842

0

0

17

Locked

55286884

0

0

18

Locked

56214785

0

0

19

Locked

56723324

0

0

20

Locked

55379139

0

0

21

Locked

55290313

0

0

22

Locked

54757047

0

0

23

Locked

56009175

0

0

24

Locked

128545607

0

0

25

Locked

125827212

0

0

26

Locked

126890703

0

0

27

Locked

128999645

0

0

28

Locked

125860757

0

0

29

Locked

123280627

0

0

30

Locked

123297873

0

0

31

Locked

1953143732

0

0

 

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

759

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

-13.3

814123575

0

 

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Message 4 of 29
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Re: Latency Issue - Hub 4.0

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

44.520599

5120 KSym/sec

64QAM

3

2

39400000

43.770599

5120 KSym/sec

64QAM

4

3

53700000

45.270599

5120 KSym/sec

64QAM

2

4

60300000

45.770599

5120 KSym/sec

64QAM

1

 

3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_STDMA

0

0

0

0

2

US_TYPE_STDMA

0

0

0

0

3

US_TYPE_STDMA

0

0

0

0

4

US_TYPE_STDMA

0

0

0

0

 

Network Log

Time

Priority

Description

Sat 31/10/2020 16:58:34

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 31/10/2020 16:58:36

6

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 31/10/2020 16:58:37

5

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 31/10/2020 16:58:40

6

CM-STATUS message sent. Event Type Code: 1; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 31/10/2020 16:58:40

5

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 31/10/2020 16:58:53

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 02/11/2020 17:50:59

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 02/11/2020 17:50:59

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 02/11/2020 20:25:37

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 03/11/2020 16:34:26

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 05/11/2020 05:28:23

6

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Fri 06/11/2020 05:50:59

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Fri 06/11/2020 05:50:59

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 08/11/2020 13:24:51

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 17:50:59

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 09/11/2020 17:50:59

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 12/11/2020 05:27:34

6

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Fri 13/11/2020 05:50:59

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Fri 13/11/2020 05:51:00

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 15/11/2020 14:14:36

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sun 15/11/2020 20:26:50

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 17:51:00

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 17:51:00

6

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:01:18

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 18:10:20

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:26:50

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:26:53

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:26:56

5

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:26:56

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:04

6

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:04

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:10

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 16; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:11

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:17

6

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:18

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:19

3

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:19

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:20

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:41

3

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:41

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:41

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:43

3

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:43

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:43

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:45

3

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:45

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:27:45

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 16/11/2020 19:28:40

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 17/11/2020 13:49:04

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 17/11/2020 19:37:36

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

If you need anything else let me know and I'll grab it! Thank you for your time! 

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Message 5 of 29
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Re: Latency Issue - Hub 4.0

Your DOCSIS 3.1 channel has some issues:

  • The QAM value should be 4096
  • The power level is too low at -13.3dBmV

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

759

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

-13.3

814123575

0

 

This could be the main items causing your issues, and could also explain the terrible BQM.

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Message 6 of 29
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Re: Latency Issue - Hub 4.0

Thanks for having a look Carl! 

Is this something that I can through my hub settings?

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Message 7 of 29
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Re: Latency Issue - Hub 4.0


@andrew_rowlands wrote:

Thanks for having a look Carl! 

Is this something that I can through my hub settings?


It requires an engineer visit to investigate further.

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Message 8 of 29
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Re: Latency Issue - Hub 4.0

No trouble, thanks for getting back so quickly! 

I'll give support a ring and see if I can get someone around to have a look at it (fingers crossed!!)

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Message 9 of 29
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Re: Latency Issue - Hub 4.0

Just a follow on from the above issues. Spent a few hours of my week on hold to virgin trying to convince them I had an issue with my connection to be told there was no issue and there was nothing they could do. I eventually got told that I shouldn't have upgraded to a hub 4.0 because I wasn't on a gigabit connection and that this was my issue (also that it was my fault for upgrading to a hub 4.0...) 

Managed to get through to someone to get a hub 3 sent out to see if that solves the issue, and it hasn't. Granted I've only had it up and running for around 2 hours or so, buy my BQM is still showing the same graph type. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ed21f57018313d89434139e0fb1789d9ad... 

The block of packet loss was switching over hubs. 

Does anyone have any idea where I can go from here? I'm getting to my wits end trying to get this resolved over the phone. Genuinely the few posts on here have been FAR more helpful than anything else.

Any further details to help diagnose let me know and I'll grab them!

Thanks! 

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Message 10 of 29
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Re: Latency Issue - Hub 4.0

In addition to the points made by carl, there is a wide spread (6dB) of signal levels across the DOCSIS 3.0 channels, which suggests a possible problem between your Hub and the street box. It's something else that the engineer will need to look at.

It would be worth checking that the coax connections betwen the Hub and the wall are secure.

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