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Message 1 of 31
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Constant latency

Hello,

 I've posted in here before about latency related issues, I was contacted by a moderator who was very helpful and arranged for an engineer visit.  However nothing has improved since the visit.   I am constantly experiencing severe lag which makes it very difficult for me to work from home.    I've been running a BQM for about a month and my graph is off the charts, during the day time it's essentially a wall of yellow.  When compared to other users who are experiencing similar issues my graph seems to stand apart.  

At this point I am not sure how to proceed, any help is appreciated.

Thanks!

a655aa3269e824a57af6b87ccae44f7f331dbf88

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

1402750000-2.935256 qam25
2194750000-0.935256 qam8
3202750000-1.235256 qam9
4210750000-1.735256 qam10
5218750000-1.935256 qam11
6226750000-235256 qam12
7234750000-2.435256 qam13
8242750000-2.535256 qam14
9250750000-1.935256 qam15
10258750000-235256 qam16
11266750000-235256 qam17
12274750000-235256 qam18
13282750000-1.735256 qam19
14290750000-1.536256 qam20
15298750000-1.236256 qam21
16306750000-136256 qam22
17314750000-1.236256 qam23
18322750000-136256 qam24
19410750000-2.735256 qam26
20418750000-3.235256 qam27
21426750000-3.235256 qam28
22434750000-3.235256 qam29
23442750000-3.436256 qam30
24450750000-3.435256 qam31



Downstream bonded channels

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

1Locked35.714890
2Locked35.725460
3Locked35.5333014
4Locked35.559980
5Locked35.738920
6Locked35.540200
7Locked3572350
8Locked35.546870
9Locked35.721680
10Locked35.721130
11Locked35.530010
12Locked35.5267212
13Locked35.713320
14Locked36.37310
15Locked36.66480
16Locked36.35600
17Locked36.64190
18Locked36.37740
19Locked35.718450
20Locked35.515120
21Locked35.711330
22Locked35.710520
23Locked36.39390
24Locked35.710770

 

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

1462000004.45512064 qam3
2394000004.3512064 qam4
3537000004.45512064 qam2
4602999474.6512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Message 2 of 31
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Re: Constant latency

nothing major showing, could keep an eye on the SnR since getting on the lower end, could you post the network log, the forum staff should reply in a day or so to do further investigations

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Re: Constant latency

Network Log

Time Priority Description

09/05/2020 00:04:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2020 08:31:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 10:35:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 10:35:24ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 10:17:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 09:17:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 09:10:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 09:10:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 08:58:49ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 08:17:34noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 08:17:34ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 00:44:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 00:11:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 17:12:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 04:06:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 02:06:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 14:31:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 11:28:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 11:28:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 10:51:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 4 of 31
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Re: Constant latency

I should also point out that I have 350MB service, however I've never has shown a speed anywhere close to this.  The max has been about 1/2 of this amount.   These tests have been run using a wired connection.

 

09-05-2020 06:45:07 (GMT)189.4 Mbps36.4 MbpsVirgin Media view result
08-05-2020 08:38:25 (GMT)159.8 Mbps35.5 MbpsVirgin Media view result
27-04-2020 18:45:09 (GMT)124.5 Mbps28.1 MbpsVirgin Media view result
26-04-2020 13:08:07 (GMT)179.4 Mbps34.4 MbpsVirgin Media view result
15-04-2020 11:26:44 (GMT)167.2 Mbps33.5 MbpsVirgin Media view result
15-04-2020 06:06:59 (GMT)186.5 Mbps35.6 MbpsVirgin Media view result
13-04-2020 16:46:24 (GMT)79.7 Mbps25.1 MbpsVirgin Media view result
11-04-2020 16:56:19 (GMT)174.3 Mbps35.9 MbpsVirgin Media view result
11-04-2020 14:28:26 (GMT)165.5 Mbps34.5 MbpsVirgin Media
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Re: Constant latency

Your BQM shows what looks to me like classic over-subscription which if correct means, whether due to a fault, or simply because VM have sold too many contracts, the local VM network can't cope with the traffic.  That's why it's OK through the small hours of the morning (little or no traffic), then things kick off from 7am onwards.  Normally over-subscription issues show a small improvement between 9am and 4pm, which isn't evident here, but I'm guessing that's all the working from home customers pounding the network with work traffic (or casual browsing if they're unlucky enough to be laid off).

If this is a recognised fault with planned resolution (VM forum staff comment, please?) then it should be fixed in the not too distant future.  If it one of those over-subscription issues where VM are simply denying it (which does happen) then the problem will only "fix itself" when sufficient VM customers leave due to the poor connection quality, and sometimes that takes years....

See what the VM forum staff have to say.  As your last speed tests showed several speeds below the minimum guaranteed speed of 181 Mbps for your contract, if you're in fixed term contract, then you could invoke VM's minimum speed guarantee, under which they have to fix the problem, or let you leave without penalty, although there's the challenge of actually communicating with VM.

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Re: Constant latency

I've checked the "problems in your area" on the website and it shows that everything is fine...

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Re: Constant latency

@Adnruser 

"As your last speed tests showed several speeds below the minimum guaranteed speed of 181 Mbps for your contract, if you're in fixed term contract, then you could invoke VM's minimum speed guarantee, under which they have to fix the problem, or let you leave without penalty, although there's the challenge of actually communicating with VM"

How does this process work?  Does logging the speeds via the BQM site for a month qualify as evidence?  If so to whom would I show this information?  Is it enough to simply call VM explain the situation, point them to my speed logs and demand disconnection minus the early leave penality?

 

 

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Message 8 of 31
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Re: Constant latency

as far as i'm aware Ofcom have suspended the rules about minimum speed and automatic compensation during toe covid lockdown

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Re: Constant latency

Ok.  I suppose that is reasonable considering the situation.   It's just not clear to me why I continue to get so much lag.  Neighbors don't report any problems, BQM's from friends on Virgin look healthy, where as mine is off the charts.  I've checked my service status page multiple times and it never indicates there is any sort of issue with my service.  I've tried posting in here.  Someone on the team contacted me and send an engineer out, he did something.. I was told my numbers looked slightly better, however my experience with lag/latency never really changed.  I've tried to post updates to my original thread and ping the Forum person who helped me, but I've not received any response.  It's really frustrating... at this point I'd simply like some sort of official acknowledgement that there is a problem with something in my area/here's a ticket you can follow, an acknowledgement of the line are over subscribed like you say, or someone to look at the numbers again and send another engineer out if something looks fishy...

 

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Message 10 of 31
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Re: Constant latency

Oversubscription can be quite local (down to a single cabinet) or cover quite a large area of town, so knowing other customers don't have problems doesn't always indicate much.  What's more, due to high levels of tolerance by customers, many are quite happy with skanky connections, and even more have no idea whether they've got a good or bad connection.  Most people don't know how or where to run a simple speed test, nor have a clue how to set up or read a BQM or similar.  And unless they're gamers, then they may not see latency problems that are night and day obvious to you and I.

Unfortunately, VM don't like to admit to over-subscription, partly because it can be very expensive to fix, partly because the organisation is purely driven by sales rather than service.  We've seen cases round here where customers have fought for years for VM to simply admit there's oversubscription, but even when they eventually have, the company have refused to fix it.

I regret to say that you'll have to sit this out and hope that VM will fix a problem they aren't admitting to (which is unlikely) or that sufficient other customers see problems and leave.  Personally, I'd be looking for a new ISP if my BQM looked like that.  VM's near monopoly of high bandwidth is slowly being eroded by Openreach FTTP and Cityfibre et al roll outs, but even if you don't have those options yet, where the value in a nominal 350 Mbps connection with latency so poor that you can't game, conference or stream reliably?   

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