Menu
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
508 Views
Message 1 of 11
Flag for a moderator

Extremely high ping times (10,000ms+) making internet unusable

Hi,

Just moved into a new house and signed up for M100 and seeing high ping times making my internet unusable.

I've tried power cycling the Hub 3.0 and checked all connections are tight.

I've signed up to BQM, the monitor is here. Not sure why the latency is so much lower than what I see when I use the ping tool on the Hub 3.0 homepage - here are a couple of screenshots:

Screenshot 2020-08-24 at 13.47.50.pngScreenshot 2020-08-24 at 14.34.03.pngScreenshot 2020-08-24 at 14.41.04.png

Here is the router status information:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
371000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1Locked37.6940
2Locked37.6860
3Locked37.61150
4Locked37.6900
5Locked37.6860
6Locked37.6900
7Locked37.6780
8Locked37.38615
9Locked37.61100
10Locked38.6720
11Locked37.6860
12Locked37.6590
13Locked37.6820
14Locked37.6940
15Locked37.31191
16Locked37.31340
17Locked37.31160
18Locked37.3970
19Locked37.32060
20Locked37.31470
21Locked37.3800
22Locked37.31330
23Locked37.31660
24Locked36.61480

 

Upstream bonded channels

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

1537000004.875512064 qam2
2394000004.575512064 qam4
3462000004.675512064 qam3
4603000004.875512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
;fg87dsfd;kfoA,.iyewrkldJKDHS



Primary Downstream Service Flow

SFID11720
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID14257
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

24/08/2020 12:22:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 14:50:46noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 14:50:46ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 08:15:41ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 05:15:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 01:40:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 00:47:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 12:30:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 11:39:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2020 15:40:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 22:46:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2020 19:39:38noticeSW download Successful - Via Config file
12/08/2020 19:37:48noticeSW Download INIT - Via Config file
01/01/1970 00:02:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Please let me know if more info is needed. Thanks for any help.

0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
505 Views
Message 2 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

I'm unable to run a speed test

Screenshot 2020-08-24 at 15.25.30.png

0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
444 Views
Message 3 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

Managed to run a speed test after trying around 8 times - internet unusable, speed not even close to what I should be getting on M100.

Screenshot 2020-08-25 at 11.00.59.png

I did another ping test, results are the same as yesterday. 

Screenshot 2020-08-25 at 11.05.43.png

Any idea of what to do next? Thanks

0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
428 Views
Message 4 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

link to the speed test

0 Kudos
Reply
MrHalfAsleep
  • 2.32K
  • 70
  • 939
Problem sorter
416 Views
Message 5 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

As a M100 customer myself, I can confirm that the config file is correct and is displaying the right download/upload speeds.  Next question along the line is, are you using a wired connection or wi-fi?

The hub itself could be faulty if you're using a wired connection. You could try a pinhole reset (as linked), or an engineer call out may be required.

Someone more knowledgeable should pick this up and hopefully tell you what is going on.







--
The only winning move is not to play.
No system is 100% secure
Ridicule is nothing to be scared of - Adam Ant
The only thing constant - is change. Chris Evans
The internet is a series of tubes
Windows Update isn't rocket science - if it were, it would work.
Unlike Monty Python, spam is never off.
Some video posts may contain swearing/inappropriate content for young children

π
0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
404 Views
Message 6 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

Thanks for the reply, I'll try the pinhole reset next and also give virgin a call.

I'm using WiFi (no ethernet port on my laptop), but I see the same issues (high pings, dropped packets, almost impossible to even do a speed test) even when my laptop is less than 1m from the hub. Also, as the ping test run on the router page itself is showing ping times of >10,000ms, doesn't this rule out WiFi as the issue?

 

Thanks again

0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
396 Views
Message 7 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

A combination of pinhole reset, removing a kink in the incoming coaxial cable, switching all devices to the 5g network, and unplugging an ethernet device I had connected seems to have resolved it for now. I will update in 24 hours - hopefully, the issues don't come back.

0 Kudos
Reply
joe4465
  • 8
  • 0
  • 0
Joining in
239 Views
Message 8 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

things seem much better but we're still experiencing dropouts of a few minutes multiple times a day where the internet is totally unusable (unable to ping google)

Any help or ideas to solve this would be great - thanks

0 Kudos
Reply
Zak_M
  • 3.4K
  • 214
  • 340
Forum Team
Forum Team
196 Views
Message 9 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

Good Morning @joe4465 

 

Sorry to hear that the issues are still persistent. 

 

I am going to drop you a PM to that I can do some additional checks. 

 

Kind regards,

Zak_M

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
193 Views
Message 10 of 11
Flag for a moderator

Re: Extremely high ping times (10,000ms+) making internet unusable

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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