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lewis94
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Message 1 of 13
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Buffering and Latency Issues

I raised this as an issue last February and have since had two new modems and the cable and 'switch' replaced inside my property. The last engineer swapped my connection at the box outside and said the cable may be the fault, however I have never heard anything back

I have tried to be patient as I know there are other bigger issues in the world right now but it has now got to the point I cannot watch progammes on a lot of my apps as they keep buffering.

Apps used are Britbox, Plex, Prime, Netflix, Disney +, Apple Tv. I am on M200 and using Firesticks or Firecube to play my apps. My current speed for downloads as of this morning was 74mbs and 64mbs

Using ThinkBroadband tester I am getting a lot of latency spikes, just like last time.

Two attempts have been made last week to speak to someone via the call centre. Both times having spent an hour waiting I gave up.

Any help would be appreciated

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2b127aa5aa0fa95711cfdade7a1206a2ed9542e4-16-01-2021

 

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MikeRobbo
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Message 2 of 13
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Re: Buffering and Latency Issues

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 3 of 13
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Re: Buffering and Latency Issues

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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lewis94
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Re: Buffering and Latency Issues

I have followed your request. Using the SamKnows website I have the following

Latency 17.5ms

Jitter 2.50ms

Download 87.8mbps

Upload 21.7mbs

The ethernet connection speed reported for that device is 100mbs

 

 

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lewis94
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Message 5 of 13
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Re: Buffering and Latency Issues

Downstream

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14350000009.138256 qam36
2235000000938256 qam13
32430000008.938256 qam14
4251000000938256 qam15
52590000009.138256 qam16
62670000009.538256 qam17
72750000009.538256 qam18
82830000009.638256 qam19
92910000009.638256 qam20
102990000009.938256 qam21
113070000009.838256 qam22
1231500000010.138256 qam23
133230000009.938256 qam24
1434700000010.340256 qam25
153550000009.538256 qam26
163630000009.538256 qam27
173710000008.938256 qam28
183790000009.138256 qam29
193870000008.938256 qam30
203950000009.438256 qam31
21403000000938256 qam32
224110000009.338256 qam33
23419000000938256 qam34
244270000009.538256 qam35


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6860
2Locked38.9370
3Locked38.9390
4Locked38.9440
5Locked38.6420
6Locked38.9290
7Locked38.6410
8Locked38.9400
9Locked38.9330
10Locked38.9360
11Locked38.9500
12Locked38.9380
13Locked38.6250
14Locked40.3280
15Locked38.9330
16Locked38.9380
17Locked38.9560
18Locked38.9500
19Locked38.6700
20Locked38.9430
21Locked38.9810
22Locked38.9510
23Locked38.9660
24Locked38.9580
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lewis94
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Message 6 of 13
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Re: Buffering and Latency Issues

Upstream

Upstream bonded channels

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

12580000037512064 qam6
23260000037512064 qam5
33940000037.5512064 qam4
44619999338512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0000
4ATDMA0020
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lewis94
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Message 7 of 13
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Re: Buffering and Latency Issues

Configuration

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
sgvca69834ncxv9873254k;fg


Primary Downstream Service Flow
SFID25315
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID25314
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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lewis94
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Message 8 of 13
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Re: Buffering and Latency Issues

Network

Network LogTime Priority Description
16/01/2021 15:19:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:08:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:27:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:27:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 21:02:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:50:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 20:50:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:54criticalReceived 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;
01/01/1970 00:02:47criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 05:22:44noticeSW download Successful - Via NMS
09/01/2021 05:21:8noticeSW Download INIT - Via NMS
07/01/2021 12:13:48noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 12:13:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 17:26:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 00:13:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 00:13:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 11:06:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 12:13:48noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 12:13:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 05:14:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 9 of 13
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Re: Buffering and Latency Issues


@lewis94 wrote:

I have followed your request. Using the SamKnows website I have the following

Latency 17.5ms

Jitter 2.50ms

Download 87.8mbps

Upload 21.7mbs

The ethernet connection speed reported for that device is 100mbs

 

 


The configuration of the device and cable that you tested with will never get much over 90Mbs, either the ethernet cable or the Network Interface Card  (NIC) are restricting the speed of the connection.

Easiest check is to replace the ethernet cable with a different Cat 5e or above cable.

If that doesn't work check the settings of the NIC.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 10 of 13
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Re: Buffering and Latency Issues

A couple of your Downstream Power Levels are too high.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14350000009.138256 qam36
2235000000938256 qam13
32430000008.938256 qam14
4251000000938256 qam15
52590000009.138256 qam16
62670000009.538256 qam17
72750000009.538256 qam18
82830000009.638256 qam19
92910000009.638256 qam20
102990000009.938256 qam21
113070000009.838256 qam22
1231500000010.138256 qam23
133230000009.938256 qam24
1434700000010.340256 qam25
153550000009.538256 qam26
163630000009.538256 qam27
173710000008.938256 qam28
183790000009.138256 qam29
193870000008.938256 qam30
203950000009.438256 qam31
21403000000938256 qam32
224110000009.338256 qam33
23419000000938256 qam34
244270000009.538256 qam35

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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