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

[risc19]

Jesus. 

Your downstream power levels are over double the maximum allowed. 

You need an engineer to adjust. 

Also your upstream channels have the wrong modulation. 

[c11umw]

It is pants 

Do you know how I can get them to look at it? I couldn't find a useful customer service link in the main VM contact-us pages.

I raised a "complaint" a few days ago as that's all I could see as an option to let them know there was an issue.
Logged in to see the status of it and it says there's nothing raised. I guess they deleted it or something.

[Paulina_Z]

Hi @c11umw,

Welcome back to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your latency at the moment! I can understand how frustrating this must be for you.

I have taken a look at our systems and I can see that there is an active SNR (Signal to Noise Ratio) Outage active in your local area. The fault reference number for this issue is F010235960 and the current estimated fix time is showing as 10/11/22 at 9am. 

We would recommend rebooting your Hub after this time to see if the issue is resolved. If you need any more assistance, we'll be more than happy to help.

Thank you.

[c11umw]

Thanks Paulina
Hopefully they can easily resolve it

Todays chart (hub reboot at 20:30 and 02:30)

[Travis_M]

Hi @c11umw

Thanks for your response

The fix date has now been changed to 11 NOV 2022 13:15 - thank you for your patience with this, the team are working hard to have this resolved as soon as possible.

Regards

[c11umw]

Hi.
It's now the 13th and it still a ripe pile of ... bananas 😞

[Matthew_ML]

Hey c11umw, thank you for reaching out and I am sorry you are still having some connection issues.

I have taken a look from our side and I can see there is currently still an SNR outage lasting until 21st November 2022 at 16:00.

I understand this is frustrating and I am really sorry about this. Thanks 

[c11umw]

Still showing issues at 8pm 😕

[Natalie_L]

HI c11umw, 

Thank you for your reply. 

I have taken a look from our side and can see the outage is still ongoing. 

The current estimated fix time for this is the 28th of November at 3pm. 

Our apologies for any inconvenience caused. 

Thanks, 

[c11umw]

Hi.
It's still not fixed 😞

https://www.speedtest.net/result/14007450916