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Bad latency / ping times - seriously impacting ability to work from home

Over the last few days, particularly during the day time, I have been experiencing terrible ping times.

In the past I used to get <10ms ping times or at worst in the 10-20 range. Now I am getting probably avg 50 with regular spikes into the 500 range.

This is impacting remote desktop solutions in all it's various forms (Microsoft, VMWare, Citrix etc). It's making it so laggy that it's almost unusable.

Is this simply down to increased load on the lines due to Covid-19 & everyone working from home, or could I have an issue?

If this is a Covid-19 related issue, it would be great if Virgin could do something about the QoS for RDP solutions. Without this, remote working is going to be impossible.

Note - from a speedtest, everything is pretty much fine. My overall bandwidth is great still (300mb+).

 

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Re: Bad latency / ping times - seriously impacting ability to work from home

I should note:

- I've tried rebooting the router.

- I've tried disconnecting other devices from my network to see if something else is using the bandwidth.

- Everything is wired with gigabit network. Within my house from machine to server, I get <1ms ping. It is only to the internet I get bad times.

- The Virgin hub is in modem mode.

- I've tried running the automated test from the Virgin help page - this fails every time.

- I am unable to run the BQM - it doesn't seem to work for me. Perhaps modem mode prevents responding to ping? - this is what I get: https://www.thinkbroadband.com/broadband/monitoring/quality/share/1625efbe118c23dc5562c6ab56d3542a85...

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Re: Bad latency / ping times - seriously impacting ability to work from home

Finally, details from my hub 3.0.

 

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1811.401
  
  
System up time: 0 days 18h:3m:24s
Network access: Allowed

Status

Item Status Comments
Acquired Downstream Channel (Hz)
210750000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

1210750000-9.235256 qam10
2194750000-936256 qam8
3202750000-935256 qam9
4218750000-9.435256 qam11
5226750000-9.235256 qam12
6234750000-9.236256 qam13
7242750000-9.536256 qam14
8250750000-9.436256 qam15
9258750000-9.236256 qam16
10266750000-8.936256 qam17
11274750000-8.536256 qam18
12282750000-8.237256 qam19
13290750000-8.436256 qam20
14298750000-8.236256 qam21
15306750000-8.236256 qam22
16314750000-8.236256 qam23
17322750000-837256 qam24
18402750000-7.737256 qam25
19410750000-7.737256 qam26
20418750000-7.937256 qam27
21426750000-7.737256 qam28
22434750000-7.737256 qam29
23442750000-7.537256 qam30
24450750000-7.237256 qam31

 

 

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Re: Bad latency / ping times - seriously impacting ability to work from home

 

Downstream bonded channels

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

1Locked35.7294010442
2Locked36.3270510346
3Locked35.7264310239
4Locked35.7289010431
5Locked35.7263410262
6Locked36.3242510390
7Locked36.3245110167
8Locked36.6237210028
9Locked36.322849780
10Locked36.623219832
11Locked36.621999670
12Locked37.320609358
13Locked36.321279371
14Locked36.621679547
15Locked36.320309023
16Locked36.620449364
17Locked37.319379167
18Locked37.318708408
19Locked37.619019209
20Locked37.319798646
21Locked37.619978770
22Locked37.319338541
23Locked37.319238467
24Locked37.619138362

 

Upstream bonded channels

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

1537000005.4512064 qam4
2274000005.2512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
Bsgvca69834ncxv9873254k;fg87dsf



Primary Downstream Service Flow

SFID30210
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID28521
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

25/03/2020 10:51:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 10:00:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 08:22:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 18:47:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 11:17:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 11:17:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 14:46:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 12:00:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Bad latency / ping times - seriously impacting ability to work from home

Your Downstream power levels are far to low, they should not fall below -6.

You only have 2 Upstream channels instead of the expected 4 and the levels on those 2 are above the VM threshold of 5.1.

For the BQM you need to set the Router to 'Respond to ICMP echo requests send to WAN IP' but to be honest I wouldn't bother because you probably need an engineer visit.

You can try phoning it in or wait here for one of the VM Staff to pick up the thread, someone should be along within a couple of days.

Don't bump your thread; it doesn't get answered any quicker.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Bad latency / ping times - seriously impacting ability to work from home

Thanks for that information, very helpful.

I tried calling VM, but the poor guy I spoke to was new to the role and trying desperately to follow a script and was completely unable to help. He claimed he ran a test on my router and found no issues. He repeated the standard line of lots of people working from home = increased load and might impact bandwidth - I tried to explain overall bandwidth wasn't really an issue, but I don't think their scripts have a route for latency issues. I was then cut off abruptly, for no apparently reason (I was absolutely polite and didn't show my frustration, I promise!)

I tried using the self service test on the My virgin media site, and this fails every time. So I'm pretty sure there is an issue somewhere. Either on the virgin media site or on my router. Has anyone else tried the self service test recently?

'Respond to ICMP echo requests send to WAN IP' - in modem mode I can't find this setting anywhere. There really aren't many screens to even look at in Modem mode, so I'm not sure how I could miss this. But this new router software doesn't seem to be great, it seems a bit clunky with a poor menu system... when you login they don't even *** your password as you type.

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Re: Bad latency / ping times - seriously impacting ability to work from home

You need to enable the 'Respond to ICMP echo requests send to WAN IP' on whatever is sitting behind the Hub.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Bad latency / ping times - seriously impacting ability to work from home

Oh of course! Sorry! That should have been obvious to me. Apologies.

Will give that a go. Can't hurt to have extra metrics to provide VM.
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Re: Bad latency / ping times - seriously impacting ability to work from home

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Re: Bad latency / ping times - seriously impacting ability to work from home

BQM does seem to indicate this is all caused by contention.

The issues that were noticed (power levels, number of channels etc), would they actually have an impact on this?
My actual bandwidth levels remain good... but unfortunately that doesn't help me work from home.... unless I want to work between midnight and 7AM.
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