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Bristol ping spikes resulting in poor VOIP/Video Conferencing

According to my ping logs this issue has been going on for far longer than the last few weeks, it seems the higher general utilisation combined with ping sensitive applications has started to cause actual issues because speeds are still OK (40 MBytes/sec+)

[What the picture should show is my ping for the last year to BBC and Google servers which show periods of packet loss and 800+ms pings.]

vm_pings.jpg

I think it is because my downstream power levels are too high. (Fluctuate between 9 and as high as 12).

vm_power_levels.jpg

I assume the only resolution here is to get an engineer out to fit an attenuator?

If someone can work out what it should be 3dB? to resolve this I can find one and fit it myself...

I've done all the usual hub resets, etc. with no resolution (the ping graphs are done on my server via wired connection!)

I'm on the phone to VM as I type this.... 31 mins and counting...!

The service status tester isn't working either and hasn't been for days!

vm_error.jpg

Edit: Uploading pictures doesn't work either....

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Message 2 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

Hi there, 

Thanks for providing all that information, it's helped me to give you a straight response. 

In short, yes. your downstream signal is far too strong which will cause multiple issues and is the route course of the problem! 

The optimal downstream tolerance is between +/- 6, with yours being above 10, its well out! 

With regards to sourcing an attenuator yourself, I can't officially recommend this step as non approved attenuation can cause issues with upstream and SNR readings which may actually cause another problem. 

I appreciate its difficult contacting the team at present but i'd say your best bet would be to use the text messaging service. if you send your query to 07533051809 the team will be in contact with you shortly. 

On the plus side, it will be a very easy resolution for the technician! 

I hope this helps 


Here to help! I'm a technician helping out whilst working from home. Find out more


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Message 3 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

Whilst I appreciate you can't officially recommend the step, I have the ability to fit it and it would waste a presumably useful slot for someone else just for them to spend 5 minutes fitting one.

I shall use the text messaging service to see what it comes up with...

Thanks.

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Message 4 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

I'm in Filton, where are you? I have 4 VM attenuator from the times I had VM. Might that help to drop you a few?
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

@happywithmy350 -> Thanks but VM turned up next day!

So update, got through on the phone and got an engineer 9am the next day (amazing!) he gave me a 3dB attenuator which has dropped my power levels.

He also replaced the splitter outside and did some tests - all came back fine apparently. Which makes sense that if he wasn't testing during this transient events nothing would show up. Speeds are still OK.

Sadly zero change in the ping spikes...

If there was a general area overload I would expect a constant increase in packet drops/pings.

These spikes are happing less for less than a minute at a time at random intervals which suggests something else?

Still makes VOIP/Video conferencing very difficult especially when I get kicked out...

Screenshot 2020-04-02 at 10.41.20.pngScreenshot 2020-04-02 at 10.42.05.png

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Message 6 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

Found out what my issue is, the local node that I'm connected to is the problem.

10.160.148.1 is clearly struggling - massive standard deviation in ping response along with dropping packets.

Can't get through either messaging or the phone. Looks like I'm going to have to raise a complaint as this has been going on for way longer than the last few weeks.

 

Screenshot 2020-04-02 at 16.41.56.png

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Message 7 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

Just out of idle curiosity, what's the upstream figures and network log look like?

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Message 8 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

The hub makes it very difficult to get to this information as the router UI is very unresponsive.

So perhaps a hub issue? (Pinging the hub is basically useless, drops the ping 99% of the time...)

Finally got the information however after about 15 mins trying...

Speeds are fine (387/36), unless you happen to run the tests just at the moment the ping spikes/packet loss is happening.

Given I cannot get hold of VM via any method I suspect I'm going to have to live with it until VM sort out their business continuity plans...

 

Cheers.

 

 

Network Log
Time	Priority	Description
01/04/2020 22:18:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:36:21	critical	Received 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;
01/04/2020 08:35:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:35:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:35:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:35:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:35:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:35:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:32:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 02:46:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 11:46:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 11:39:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 07:54:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 14:50:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 07:57:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 10:47:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 07:06:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 05:57:56	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 05:57:56	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 23:31:33	Error	DHCP RENEW sent - No response for IPv4;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
1	60300026	4.35	5120	64 qam	1
2	39399988	4.35	5120	64 qam	4
3	46199971	4.35	5120	64 qam	3
4	53699971	4.35	5120	64 qam	2


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

 

 

 

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Message 9 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

So situation update...

First engineer resolved the high downstream power levels - no change in the situation.

Second engineer checked all the connections into the house and locally for issues - none.

It has now been referred to the networks team...

In the mean time I have been using IPERF3 to do Upsteam/Downstream tests to a VPS in London.

To give as fair as result as possible my entire network and the HUB 3 (Modem Mode) was shutdown for 5 minutes and restarted. So this data is with a freshly reset HUB and network!!!

Two UDP streams setup so I can test both upstream and downstream packets are reaching their destination.

Summary is there is a serious downstream issue that results in high levels of packet loss (and/or re-ordering of packets!) for upwards of 60 seconds in some extreme cases. No wonder video conferencing and gaming is nigh on impossible.

For my just over two 2 hour test the stats are:

VPS to LAN (Download): 672,471 packets sent, 14,603 lost, (2.17%)
LAN to VPS (Upload): 672,478 packets sent, 9 lost (0.001%)

I await the network teams reply...

IPERF3.png

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Message 10 of 17
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Re: Bristol ping spikes resulting in poor VOIP/Video Conferencing

How did you manage to get an engineer to come and visit? i have been on the VM text service for over a week and twice the advisers on there have asked for my problem and when i tell them my problem, i don't seem to get a response back. I can't even call VM to put in a complaint because i'm having speed issues due to power levels being high as well. 

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