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damawa42
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Message 1 of 12
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High Latency & Delayed/Lost Packets (NW3)

Exactly the same as in April/May, just not quite as awful yet.
Generally poor latency with extreme spikes.
Small but increasing packet loss.

Overall speed is fine, this is a latency and packet loss issue.
So for instance streaming or large downloads are great (top top top speed), but remote desktop (VMWare) or online gaming are bad (and at worst, almost impossible).

Can anyone from Virgin advise whether there is on going engineer activity to fix this?

I was given this strange reference number on your SMS service "Trouble Call 12165447" -> is this a legit reference number?
Unfortunately shortly after I was given that reference number I received an SMS to say the work was complete - suspiciously fast - and the problem still persists, so clearly wasn't fixed.

As you can see from my traceroute using WinMTR the average is poor, and the latency spikes are extreme (10x the average).

This is probably a congestion issue (according to your twitter guy) - which makes sense - but please please please can you get on ASAP and cater for this congestion???

TraceRoute.pngBQMJan11.png

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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damawa42
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Message 5 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Thanks for your replies.

 

Sam Knows:

Latency 20.3 ms; Jitter 3.89 ms; Download 272 Mbps; Upload 28.5 Mbps

Which tallies with my initial post that this is a latency issue not a download speed issue.

 

Already uploaded a BQM but mods haven't approved the image yet. Live link:

I am running in Modem Mode only so there is no Connected Devices list. My network is fully wired Cat 6 to Unifi switch, Unifi router, to Superhub in modem mode only. This is not an internal network issue.

 

"Check router status" below on subsequent posts.

Any ideas?



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damawa42
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Re: High Latency & Delayed/Lost Packets (NW3)


Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13230000003.238256 qam24
21390000003.537256 qam1
31470000003.437256 qam2
4155000000337256 qam3
51630000002.937256 qam4
61710000002.537256 qam5
71790000002.437256 qam6
8187000000237256 qam7
91950000001.737256 qam8
102030000001.737256 qam9
112110000001.737256 qam10
122190000001.537256 qam11
132270000001.538256 qam12
142350000001.738256 qam13
152430000001.538256 qam14
162510000001.738256 qam15
172590000001.538256 qam16
182670000001.538256 qam17
192750000000.938256 qam18
202830000000.938256 qam19
212910000001.238256 qam20
222990000002.238256 qam21
233070000002.538256 qam22
24315000000338256 qam23



Downstream bonded channels

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

1Locked38.64023780
2Locked37.62653081
3Locked37.31033344
4Locked37.6933491
5Locked37.6883527
6Locked37.6943543
7Locked37.61293471
8Locked37.31303432
9Locked37.61003508
10Locked37.61093494
11Locked37.620232837
12Locked37.612853009
13Locked38.62348391
14Locked38.61661963
15Locked38.619810167
16Locked38.619210157
17Locked38.62348103
18Locked38.62368231
19Locked38.92508220
20Locked38.92648346
21Locked38.92839254
22Locked38.62964838
23Locked38.62474557
24Locked38.62994551




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damawa42
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Message 7 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Upstream bonded channels

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

12580000044.7512064 qam14
23260000044.8512064 qam13
33940000045512064 qam12
44620000045512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0060
4ATDMA0020



 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
DHSUBsgvca69834ncxv987325



Primary Downstream Service Flow

SFID15758
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15757
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort




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damawa42
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Message 8 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Network Log

Time Priority Description

12/01/2021 09:25:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 03:45:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:28:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:28:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:28:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:28:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:28:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:27:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:27:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:27:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:27:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:14:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:10:4criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 13:09:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 20:16:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 9 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Time to call in and see what they say.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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damawa42
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Message 10 of 12
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Re: High Latency & Delayed/Lost Packets (NW3)

Yes I am hoping for a response from Virgin here.

 

Out of interest who are you and what is your role?

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