Daily latency issues

[c11umw]

Hi
I game most evenings and I noticed in the last week that I was losing packets and my in-game ping would go nuts.

First noticed 10 days ago when I was streaming and my OBS was having real issues dropping 25% of the frames and struggling to get more than 1.5Mb upload (I should have 50Mb up)

I reset my switch, reseated all my ethernet cables and rebooted my hub.
Back to normal 🙂

Next evening, the same happened.
Every day since it's been the same. Fine until the evening when I'm about to game and I do a ping test to cloudflare to make sure everything's stable. I see ping spikes and when I do a speed test it creeps up to my download and the upload starts about 12mb and drops from there.

Tried the VM "helper", but it just says to reset everything and when I say it doesn't help it says to try again tomorrow (it does work, but only for 24hrs).

Last thing I tried was a factory reset of the hub yesterday and re-seated the VM cable.
Today, same latency/ping issues, so I'm 100% sure the hub that needs replaced as a reboot of that fixes it every time. Albeit temporary

Speedtests while it's having issues:
https://www.speedtest.net/result/13851401847
https://www.speedtest.net/result/13851407322

Example ping:
Reply from 1.1.1.1: bytes=32 time=105ms TTL=57
Reply from 1.1.1.1: bytes=32 time=107ms TTL=57
Reply from 1.1.1.1: bytes=32 time=86ms TTL=57
Reply from 1.1.1.1: bytes=32 time=83ms TTL=57
Reply from 1.1.1.1: bytes=32 time=74ms TTL=57
Reply from 1.1.1.1: bytes=32 time=91ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=28ms TTL=57
Reply from 1.1.1.1: bytes=32 time=48ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=37ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=15ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=39ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=30ms TTL=57
Reply from 1.1.1.1: bytes=32 time=12ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=17ms TTL=57

Speedtest after reboot:
https://www.speedtest.net/result/13851441588

Example ping after a hub reboot:
Reply from 1.1.1.1: bytes=32 time=13ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=11ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57

[c11umw]

Forgot to mention - the VM hub diagnostics says everything if fine.
After the first day I only reset the hub and that resolves the issue.

I just need a new hub sent to me and I'll swap them over, but I can't see how to request one from the main VM site

[c11umw]

Raised a complaint through the main VM site as there doesn't seem to be any option for just regular customer service 😞

[jbrennand]

May not be a Hub issue - but a connectivity one

Can you check first for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

Also,,,,

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[c11umw]

Thanks for the reply.

If it was a connectivity issue then I wouldn't expect a reboot of the hub to fix it every time.

WiFi isn't an problem as I hard-wire everything

[c11umw]

We can’t see any issues affecting "my postcode"
Checked at 22:10 today

[jbrennand]

---

@c11umw wrote:

Thanks for the reply.

If it was a connectivity issue then I wouldn't expect a reboot of the hub to fix it every time.

---

Lose connectivity and reboot goes through the remake connection procedure and can connect - no?

Lets look at the Hub stats and connection data.  can you do this....

First post up the link to "share live BQM" so we can see how good/bad the larency actually is.

Then, In your browser’s URL box type in... http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in -  just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[c11umw]

Hi
Yea, I did think after that that it could be struggling to cope with poor latency and if not coded right get itself into a downward spiral.
Although it's been perfectly happy for the last 18 month or so (until 2 weeks ago) so I discounted it as unlikely.

Here's the live chart as requested
As you can see - chaos ensued

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9260d89856fc6d92934c58ac6b037c8ef7...

Here's a corresponding Ookla Speedtest (it download crept up from 20mb to 930):
https://www.speedtest.net/result/13897463726

[c11umw]

Hub pages

3.0 Downstream channels

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

25	331000000	22.199997	40.366287	QAM256	25
6	179000000	23.800003	40.366287	QAM256	6
7	187000000	23.800003	40.366287	QAM256	7
8	195000000	23.599998	40.366287	QAM256	8
9	203000000	23.500000	40.366287	QAM256	9
10	211000000	23.400002	40.946209	QAM256	10
11	219000000	23.599998	40.946209	QAM256	11
12	227000000	23.500000	40.946209	QAM256	12
13	235000000	23.599998	40.366287	QAM256	13
14	243000000	23.800003	40.946209	QAM256	14
15	251000000	23.900002	40.946209	QAM256	15
16	259000000	24.199997	40.946209	QAM256	16
17	267000000	23.900002	40.946209	QAM256	17
18	275000000	23.400002	40.366287	QAM256	18
19	283000000	22.800003	40.946209	QAM256	19
20	291000000	22.800003	40.366287	QAM256	20
21	299000000	23.000000	40.946209	QAM256	21
22	307000000	22.900002	40.366287	QAM256	22
23	315000000	22.800003	40.366287	QAM256	23
24	323000000	22.599998	40.366287	QAM256	24
26	339000000	22.400002	40.366287	QAM256	26
27	347000000	22.699997	40.366287	QAM256	27
28	355000000	22.800003	40.946209	QAM256	28
29	363000000	22.699997	40.366287	QAM256	29
30	371000000	22.699997	40.366287	QAM256	30
31	379000000	23.000000	40.946209	QAM256	31
32	387000000	22.800003	40.366287	QAM256	32
33	491000000	21.400002	40.366287	QAM256	33
34	499000000	21.400002	40.366287	QAM256	34
35	507000000	20.599998	40.366287	QAM256	35
36	515000000	20.400002	40.366287	QAM256	36

3.0 Downstream channels

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

25	Locked	40.366287	7	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	1	0
10	Locked	40.946209	2	0
11	Locked	40.946209	2	0
12	Locked	40.946209	2	0
13	Locked	40.366287	1	0
14	Locked	40.946209	0	0
15	Locked	40.946209	1	0
16	Locked	40.946209	2	0
17	Locked	40.946209	5	0
18	Locked	40.366287	1	0
19	Locked	40.946209	2	0
20	Locked	40.366287	5	0
21	Locked	40.946209	4	0
22	Locked	40.366287	6	0
23	Locked	40.366287	3	0
24	Locked	40.366287	7	0
26	Locked	40.366287	11	0
27	Locked	40.366287	7	0
28	Locked	40.946209	7	0
29	Locked	40.366287	7	0
30	Locked	40.366287	9	0
31	Locked	40.946209	13	0
32	Locked	40.366287	12	0
33	Locked	40.366287	9	0
34	Locked	40.366287	16	0
35	Locked	40.366287	20	0
36	Locked	40.366287	16	0

[c11umw]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

37

96

4K

1880

QAM4096

392

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

37

Locked

43

21.6

545631624

0

3.0 Upstream channels

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

1	43100000	38.020599	5120 KSym/sec	32QAM	2
2	30100000	37.770599	5120 KSym/sec	32QAM	4
3	36600000	38.020599	5120 KSym/sec	32QAM	3
4	23600000	37.270599	5120 KSym/sec	16QAM	5
5	49600000	38.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	7	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.8

34.0

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

220

53.4

7

0

Network Log

Time Priority Description

Thu Jan 1 00:01:26 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:27 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:38 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 1 11:45:40 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 1 11:52:01 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 1 12:23:06 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 2 11:54:39 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:24 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:24 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 2 19:34:55 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 2 19:57:47 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 4 13:00:13 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 4 13:14:55 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;