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colderclimate
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Latency issues - high and constant pre-RS errors logged

Hi,

I'd been following a post that seemed to reflect some observations I'd made with my own router logging - Pre and Post RS Errors - Virgin Media Community - 4314569 - and I'm wondering if the problems I'm having (short spikes in latency when playing games (wired - my wifi is terrible), ping values jumping up from say ~20 to 150+ms, packet loss and latency variation warnings - relate to the same problems (noisy line / cabling to / in / from the router. This has been a problem for some time (months) but I've finally lost my patience with it.

I see regular instances of these critical errors:

Time Priority Description

07/01/2021 01:00:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

In conjunction with this, I see the following - persistent pre- and post-rs errors: 

Downstream bonded channels

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

15630000001340256 qam20
241100000012.638256 qam1
34190000001238256 qam2
44270000001138256 qam3
54350000001138256 qam4
644300000011.838256 qam5
745100000012.440256 qam6
845900000012.340256 qam7
946700000012.540256 qam8
1047500000012.540256 qam9
1148300000012.840256 qam10
1249100000012.840256 qam11
134990000001340256 qam12
1450700000012.540256 qam13
1551500000012.640256 qam14
1652300000012.640256 qam15
1753100000012.540256 qam16
1853900000012.640256 qam17
1954700000012.940256 qam18
2055500000012.640256 qam19
2157100000012.840256 qam21
2257900000012.440256 qam22
235870000001240256 qam23
2459500000012.840256 qam24



Downstream bonded channels

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

1Locked40.3748052
2Locked38.6131560
3Locked38.9188080
4Locked38.9324380
5Locked38.9263773
6Locked38.9232889
7Locked40.91934104
8Locked40.32288145
9Locked40.3192585
10Locked40.3242874
11Locked40.3271259
12Locked40.3256248
13Locked40.3325642
14Locked40.9438445
15Locked40.3428538
16Locked40.9450939
17Locked40.3573733
18Locked40.96110134
19Locked40.3615342
20Locked40.3730754
21Locked40.3779041
22Locked40.3922360
23Locked40.31030440
24Locked40.3895042

 

Can someone from VM please confirm if these figures are something to be concerned about? In the area I live, I've been told there's high utilisation / piggybacking of connections but feel VM should address that, not allow it to affect their customers.

Cheers,

TC

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Z92
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Re: Latency issues - high and constant pre-RS errors logged

From the figures you've post it does seem to suggest that you need a 10db attenuator, but we couldn't say for sure without seeing your upload stats as well, so could you post those? 

You probably need an engineer to look at it anyway to be fair, as they might be able to modify the tap in the cabinet. 

It probably won't do much about your latency and ping times though if you live in a high utilisation area - that's expensive to fix and so Virgin seem to prefer to wait until enough people leave the service than actually fix the problem. Losing a few people is cheaper than upgrading the equipment. 

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jpeg1
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Message 3 of 9
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Re: Latency issues - high and constant pre-RS errors logged

An occasional T3 error is not a problem. You haven't posted the log that shows how frequently they are occuring.

The error counts will build up over time. Re-boot the Hub to see how quickly they re-appear.

Your downstream levels are too high and need to be adjusted, but this is probably not the cause of any problems.

According to OFCOM, internet use has doubled over the past year. The Virgin system is certainly overloaded at the moment with so many people working and learning at home.  Their customer support is appalling, but it's hard to blame them for being unable to expand the capacity quickly enough.

/crossed with Z92

Z92
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Message 4 of 9
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Re: Latency issues - high and constant pre-RS errors logged

Has to be said though jpeg, Virgin have been known to massively over utilise areas way before people started to work from home more due to covid. 

colderclimate
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Re: Latency issues - high and constant pre-RS errors logged

Really appreciate the help folks 🙂 The T3 errors aren't happening a lot per day but they are at least occurring consistently (to be honest, whilst I've been in IT all of my career, it's not my area so is one or two of these a day still bad / session based or maybe nothing to be aggrieved about, as annoying as it's been)?    Network Log

Time Priority Description

07/01/2021 01:00:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 18:04:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 17:20:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 14:38:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 14:36:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 13:55:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 13:52:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 17:22:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 12:49:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 12:49:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 17:01:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 00:49:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 00:49:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 02:20:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 12:49:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 12:49:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 09:17:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 00:49:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 00:49:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 06:38:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

14620000036512064 qam3
23940000034.5512064 qam4
35370000036512064 qam2
46030000038512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00120
2ATDMA00100
3ATDMA00250
4ATDMA00110
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jpeg1
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Re: Latency issues - high and constant pre-RS errors logged

Z92

At one time the over-subscription was very bad, but I think they had made a start on pulling it back with more capacity. Then of course Covid struck and they had nothing left in reserve. 

What there is no excuse for is the lack of official customer support by phone or web. That has, deservedly, damaged the whole product.  So many times we see on here how a relatively minor issue has gone uncorrected due to lack of a suitable first-level response.

I've been a Virgin customer for years, but when Openreach bring fibre to my front door I will have no conscience in looking at alternative deals. 

jpeg1
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Re: Latency issues - high and constant pre-RS errors logged

With that number of errors, and the out of spec signal levels, I think you would be justified in calling for an engineer visit.  You may be lucky by telephone in persuading Virgin to arrange one, otherwise you will have to wait until a staff member finds this thread.  Good luck!

colderclimate
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Re: Latency issues - high and constant pre-RS errors logged

Yes, my dealings with support were akin to the "have you turned it off and on again" which I know can solve a lot of hardware issues in the short term.. but being told to "monitor it for another week as I've made some changes" but then when asked what they were, telling me he'd simply restarted the router, was a bit insulting.

Still, you guys appear to have been more useful in a few posts than any calls I've had and I really appreciate that.

Looking at the cable coming out of the wall, it looks like there's an attenuator on the split end going to the TV box and something that *may* be one going to the router (which they're replacing as I only recently renewed my contract... the cooling off period may get tested depending on how they do with this).
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Z92
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Re: Latency issues - high and constant pre-RS errors logged

Well, since it seems you are a bit of a techy being in IT, I'd probably rearrange some of that to see if it helps. You can always put it back before the engineer comes if it makes it worse. 

Personally, I'd turn the router off, put the attenuator before the splitter and then turn it back on and check the stats (and your connection). 

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