Menu
Reply
KevinS82
  • 25
  • 0
  • 2
On our wavelength
316 Views
Message 1 of 18
Flag for a moderator

High Latency - Frustrated

 

Please Help! High latency Issues. 

BQM Link 

Downstream bonded channels

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

15470000009.537256 qam18
24110000008.637256 qam1
3419000000937256 qam2
4427000000937256 qam3
54350000008.837256 qam4
64430000008.537256 qam5
74510000008.537256 qam6
84590000008.937256 qam7
94670000009.437256 qam8
104750000009.537256 qam9
114830000009.437256 qam10
124910000009.137256 qam11
13499000000937256 qam12
145070000009.437256 qam13
155150000009.837256 qam14
165230000001037256 qam15
175310000009.837256 qam16
185390000009.537256 qam17
195550000009.937256 qam19
2056300000010.137256 qam20
2157100000010.137256 qam21
2257900000010.137256 qam22
235870000009.837256 qam23
245950000009.937256 qam24



Downstream bonded channels

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

1Locked37.6150
2Locked37.31050
3Locked37.6910
4Locked37.6780
5Locked37.6640
6Locked37.6610
7Locked37.6370
8Locked37.6510
9Locked37.3360
10Locked37.6380
11Locked37.6330
12Locked37.3380
13Locked37.6360
14Locked37.6340
15Locked37.3300
16Locked37.6300
17Locked37.6180
18Locked37.6110
19Locked37.6100
20Locked37.690
21Locked37.670
22Locked37.340
23Locked37.660
24Locked37.67

0

 

 

Upstream bonded channels

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

16030001443512064 qam1
23939999143512064 qam4
34620000943512064 qam3
45370004343512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

21/01/2021 11:41:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:11:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 06:11:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 03:46:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 18:11:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 18:11:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 08:28:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 22:29:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 22:29:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 02:00:49noticeSW download Successful - Via NMS
12/01/2021 01:58:39noticeSW Download INIT - Via NMS
11/01/2021 17:51:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 17:51:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Regards

Kevin.

0 Kudos
Reply
conman33158
  • 726
  • 66
  • 95
Superfast
279 Views
Message 2 of 18
Flag for a moderator

Re: High Latency - Frustrated

Downstream bonded channels

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

15470000009.537256 qam18
24110000008.637256 qam1
3419000000937256 qam2
4427000000937256 qam3
54350000008.837256 qam4
64430000008.537256 qam5
74510000008.537256 qam6
84590000008.937256 qam7
94670000009.437256 qam8
104750000009.537256 qam9
114830000009.437256 qam10
124910000009.137256 qam11
13499000000937256 qam12
145070000009.437256 qam13
155150000009.837256 qam14
165230000001037256 qam15
175310000009.837256 qam16
185390000009.537256 qam17
195550000009.937256 qam19
2056300000010.137256 qam20
2157100000010.137256 qam21
2257900000010.137256 qam22
235870000009.837256 qam23
245950000009.937256 qam24

 

Some off your downstream power levels are just out of spec and over all they are sitting a bit high. On the other hand your BQM is terrible, this is showing massive over utilisation, I doubt the router stats would be showing this much of an issue.

Have you checked to see if there are any issues in your area?

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
KevinS82
  • 25
  • 0
  • 2
On our wavelength
242 Views
Message 3 of 18
Flag for a moderator

Re: High Latency - Frustrated

Spoiler
 

Hi thanks for the reply.

Yes, so far, I’ve had a ofcom logged and this expired on 24th Jan when I got an email from virgin saying my speed was fine. Which it is, just the latency.

I called Virgin on 27th couldn’t get through, then got cut off.

Called yesterday, told that there was utilisation issues as everyone is working from home and this issue had gone to the engineering team. I got a text at 6pm last night to tell me the issues were resolved.

I rebooted the router shortly after the message as advised and left to settle. Then posted on the forum.

I have previously researched the dbmV limits and yes can see they are all close or at the upper limit.

I have several children home schooling via zoom and it cuts out all the time. 

Virgin manager advised yesterday I just have to wait for a fix, but they say I cannot be compensated or leave the contract as it’s not a loss of service. But it’s pretty unusable.

I’ve also hardwired the house to negate any WiFi issues, as initially I thought this was the issue.

Any idea how I can progress this with Virgin / have an engineer visit to look at the dbmV. As when I called and spoke to the manager he said I cannot make any further complaint and I cannot leave my contract as ofcom say the speed is fine.

Kevin.

0 Kudos
Reply
jpeg1
  • 4.2K
  • 235
  • 669
Community elder
237 Views
Message 4 of 18
Flag for a moderator

Re: High Latency - Frustrated

There's not a lot wrong with your local connection.   You are just another victim of the overloading of the system by everyone working and schooling at home.  It was never designed for this.

0 Kudos
Reply
Josh90b
  • 39
  • 0
  • 0
Tuning in
229 Views
Message 5 of 18
Flag for a moderator

Re: High Latency - Frustrated

Last time it happened for me was last year and it took nearly a week for Virgin to fix it, I think.

0 Kudos
Reply
KevinS82
  • 25
  • 0
  • 2
On our wavelength
224 Views
Message 6 of 18
Flag for a moderator

Re: High Latency - Frustrated

Spoiler
 

Thanks for the reply.

Yes I understand, but as stated above my power levels cannot be helping? Some are out of docsis3 spec?

I do have a stable connection, surely there has to be some resolution or improvement to this? Do I not pay for a stable connection? Is it only a guaranteed speed, not ‘we’re keeping you connected’.

Is my dbmV being out of spec not a cause for concern? Does that not warrant a tech support call or engineer visit or any sort of acknowledgement of an issue? 

I will not renew or come back to Virgin if this doesn’t get resolved or looked into by an engineer. Happy to be patient if I know something is being done but it is not!

Kevin.

 

0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
219 Views
Message 7 of 18
Flag for a moderator

Re: High Latency - Frustrated


@KevinS82 wrote:
Spoiler
 

Thanks for the reply.

Yes I understand, but as stated above my power levels cannot be helping? Some are out of docsis3 spec?

I do have a stable connection, surely there has to be some resolution or improvement to this? Do I not pay for a stable connection? Is it only a guaranteed speed, not ‘we’re keeping you connected’.

Is my dbmV being out of spec not a cause for concern? Does that not warrant a tech support call or engineer visit or any sort of acknowledgement of an issue? 

I will not renew or come back to Virgin if this doesn’t get resolved or looked into by an engineer. Happy to be patient if I know something is being done but it is not!

Kevin.

 


VM have stated they are spending £1bn this year on their infrastructure.

This is for the rollout of 1Gbps, however I'm unsure if this will ease the congestion issue.

0 Kudos
Reply
KevinS82
  • 25
  • 0
  • 2
On our wavelength
218 Views
Message 8 of 18
Flag for a moderator

Re: High Latency - Frustrated

A week sounds amazing, this has been going on for around 7 weeks and even before that it was intermittently laggy’ I just didn’t have it in me to do this everyday or call them. Customer service is non existent! Very disappointed after being a loyal virgin customer for the past 5 years.

0 Kudos
Reply
KevinS82
  • 25
  • 0
  • 2
On our wavelength
213 Views
Message 9 of 18
Flag for a moderator

Re: High Latency - Frustrated

Surely the money would be better spent investing in providing routers that actually work correctly, Improving what network they already have and satisfying existing customers rather than attracting new / more customers. Guess that’s not how business works these days.

0 Kudos
Reply
conman33158
  • 726
  • 66
  • 95
Superfast
209 Views
Message 10 of 18
Flag for a moderator

Re: High Latency - Frustrated


@KevinS82 wrote:

Surely the money would be better spent investing in providing routers that actually work correctly, Improving what network they already have and satisfying existing customers rather than attracting new / more customers. Guess that’s not how business works these days.


What's the point in top spec routers if the network infrastructure isn't there to use them 😞

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
0 Kudos
Reply