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Another victim to massive ping spikes through the day

Hi folks,

Seeing a number of similar complaints which appear to consistently be localised issues resolved by VM. I've had frustrating calls with the VM CS team who have provided unhelpful / useless tips like reboot my hub or get rid of modem mode and connect directly. This issue is new - been a customer for years, my local network has no issues at all, it's my external link which has huge lags multiple times through the day. 

Some data based on what people have posted in other threads:

1 - BQM. I've just started monitoring today but you can already clearly see the regular spikes. This was terrible a month ago, resolved for 2 weeks, and has been horrible for the past week. I've given up trying to speak with CS. 

 My Broadband Ping - Zimu's VM

 

2 - status pages

 

 

Any help please?

Thanks!

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Message 2 of 15
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Re: Another victim to massive ping spikes through the day

Good Afternoon,

 

Thanks for your post on our Community 

 

Sorry to see that you've been having issues with latency on your broadband connection.

 

I've been able to look into the stats of the hub and it appears that everything is within spec, are these issues still on going?

 

Do you experience issues on both Wi-Fi and on an Ethernet connection? 

 

Kindest regards,

 

David_Bn

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Message 3 of 15
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Re: Another victim to massive ping spikes through the day

Hi David,

Thanks for checking in!

If you take a look at the graph - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/667ff5773652e678d49205c375fb6677ca... 

 you'll see that the issue is still ongoing. Each one of those spikes suggesting 160ms+ and packet drops is an issue with my internet. The issues die down overnight but persist during the day - and were extensive over the weekend.

Issue is with wifi and ethernet - the issue is definitely not in my local network (i have a ping test between a wifi laptop client and my desktop that is on ethernet which shows close to no latency and not a single packet drop since last i started testing last week). 

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Message 4 of 15
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Re: Another victim to massive ping spikes through the day

Thanks for coming back to me.

 

Can you please perform a loopback test to confirm all ports are functioning?

 

Plug both ends of an Ethernet cable into 2 of the ports on the back of the Hub and confirm that the lights on the ports turn on when the cable is connected.

 

Kindest regards,

 

David_Bn

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Message 5 of 15
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Re: Another victim to massive ping spikes through the day

Can you post your netwwork logs masking any WAN IP address.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Message 6 of 15
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Re: Another victim to massive ping spikes through the day

 Hi David,

Loopback test a success - both ports light up. 

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Re: Another victim to massive ping spikes through the day

Time Priority Description

22/06/2020 14:27:18criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 09:25:32ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 19:08:12ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 14:11:58noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 04:50:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 10:29:42criticalNo Ranging Response received - T3 time-out;CM-MAC=4xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 20:01:41noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 23:51:28criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 15:30:24noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:27criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 17:48:42criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 12:43:9ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 12:11:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 23:47:1criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
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Message 8 of 15
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Re: Another victim to massive ping spikes through the day

Screenshot 2020-06-23 at 11.07.38.png

This really is not normal... 

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Message 9 of 15
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Re: Another victim to massive ping spikes through the day

I don't see anything wrong with your stats but the log does indicate some instances of the hub failing to communicate with the CMTS, so there could be an upstream problem.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Message 10 of 15
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Re: Another victim to massive ping spikes through the day

ideally there'd be some way of tracking stats over time, rather than just a snapshot. i have no way to tell if there are huge surges in snr values for e.g. every time i have a drop...
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