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Bad latency spikes in the evening - can I do anything about it?

I moved about a month ago, unfortunately my new place does not have a good FTTC connection so I opted for VM. Had a bit of a nightmare VM install but that's another issue. Anyways, whereas my prior FTTC connection via talktalk had almost a perfect 10ish ping with no spikes, my VM connection is incredibly laggy in the evening. Lag spikes to 100+. It makes it unusable for gaming, unfortunately, and makes general web browsing painful.

See here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/72f1135ba8df22e17c27e54305aeb2375c...

My modem stats look good to me, see anything wrong?

Network Log

Time Priority Description

22/11/2019 10:09:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2019 10:09:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2019 10:10:12criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2019 12:22:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2019 12:04:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2019 15:34:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 03:14:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 12:44:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 14:36:31ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 18:24:1ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 18:24:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2019 19:40:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2019 22:21:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2019 19:03:52ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2019 19:03:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/12/2019 05:37:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2019 05:51:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2019 10:59:3ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2019 10:59:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2019 20:50:46criticalNo 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

1325999813.5512064 qam5
2394000213.6512064 qam4
3462000173.75512064 qam3
4537000263.75512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Bad latency spikes in the evening - can I do anything about it?

Downstream bonded channels

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

119500000018.337256 qam8
213900000016.936256 qam1
314700000017.437256 qam2
415500000017.837256 qam3
516300000017.437256 qam4
617100000017.537256 qam5
717900000017.837256 qam6
818700000018.537256 qam7
920300000018.538256 qam9
1021100000018.537256 qam10
1121900000018.537256 qam11
1222700000018.538256 qam12
1323500000018.538256 qam13
1424300000018.837256 qam14
1525100000018.538256 qam15
162590000001938256 qam16
172670000001938256 qam17
1827500000018.838256 qam18
1928300000018.338256 qam19
2029100000017.537256 qam20
212990000001737256 qam21
2230700000017.637256 qam22
2331500000018.337256 qam23
2432300000018.137256 qam24



Downstream bonded channels

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

1Locked37.6340
2Locked36.6940
3Locked37.3700
4Locked37.3490
5Locked37.6500
6Locked37.6580
7Locked37.6460
8Locked37.6310
9Locked38.6380
10Locked37.6440
11Locked37.6290
12Locked38.6350
13Locked38.6330
14Locked37.6400
15Locked38.6180
16Locked38.6260
17Locked38.6230
18Locked38.6330
19Locked38.6540
20Locked37.6980
21Locked37.31850
22Locked37.31100
23Locked37.6690
24Locked37.3520
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Re: Bad latency spikes in the evening - can I do anything about it?

Your downstream power levels are far too high - shouldn't be above 10 dBmV.

Either wait for the forum staff to spot this thread and they'll advise if this is an area fault with a resolution date, or they can arrange a technician - there's nothing you can do in respect of power levels.  You could in theory also phone in and report it, but as VM's first like support is so poor that will probably stand a lower chance of success, and the whole experience will put your blood pressure up. 

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Re: Bad latency spikes in the evening - can I do anything about it?

Thanks! Good to know. Yes, I've given up on the phone support for Virgin.
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Re: Bad latency spikes in the evening - can I do anything about it?

Interesting about the downstream levels... yes I see now they are really high. My installer did a complete botch job (damaging outside wall of the house, among other issues) so I'm not entirely surprised. Is this usually mitigated w/ an attenuator or something? I think there is already one attached to my modem but maybe not strong enough.
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Re: Bad latency spikes in the evening - can I do anything about it?

I've given up on the phone support for Virgin. 

As have many VM customers, including me.  Unfortunately that's simply rewarded VM's poor calibre management, who INTENDED that outcome when they offshored first line support to the cheapest bidder, who happened to be the petting zoo in Timbuktoo. 

I wish all of VM's senior leadership team the most disappointing of Christmases.

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Re: Bad latency spikes in the evening - can I do anything about it?

Using the phone support was a truly a shocking experience. I have not had such bad phone support since maybe the early 00s/late 90s when companies were trying to offshore phone support (and it was terrible, so they all stopped doing it). I honestly can't believe I was on hold for nearly an hour (30 min hold, transfer and another 30 mins). Then the CR could not understand me at all and misreported the error. Completely hopeless.
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Helpful Answer

Re: Bad latency spikes in the evening - can I do anything about it?

Thank you for your post Jara.

 

We can see there's currently a known area fault which may be affecting your services, this is in regards to high utilisation and I'll include the information on this below.
Reference: F006546204
Estimated repair date: 29 JAN 2020 00:00 

 

You may be able to find an update on this on our service status page, however, if this is not affecting a large area of customers it may not show here but you will be able to quote the reference above to any agent for an update on this.

 

Thank you, Emily.