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High Latency, packet loss and slow speeds

Good morning,

Over the last 4-6 weeks our internet connection has been degrading to the point where it's affecting my work during the day (using VOIP) and any online gaming has been impossible. I'd love to put it down to just more people being online at the moment, but it started before everything else kicked off and has just gotten worse and worse.

We're now on m100 and the download speed fluctuates dramatically between 2 and 100 Mbps throughout the day. When playing online or using VOIP my connection dips in and out making it nearly impossible to talk to anybody whilst I'm at work, or play anything online in the evening. 

I'm currently running a thinkbroadband test that's running at a constant 3-8% packet loss. When doing a speed test I regularly get between 20 and 300ms+ jitter.

I will post my diagnostics in a moment.

Any help would be appreciated!

Thanks,

Chris

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Re: High Latency, packet loss and slow speeds

My router diagnostics are as follows:

Cable Modem Status  
ItemStatusComments
Acquired Downstream Channel (Hz)419000000Locked
Ranged Upstream Channel (Hz)60299771Locked
Provisioning StateOnline 


Downstream:

Channel    Frequency(Hz)Power(dBmV)SNR (dB)ModulationChannel ID
14190000002.736256 qam30
21870000004.536256 qam7
31950000004.136256 qam8
42030000004.436256 qam9
52110000004.436256 qam10
62190000004.336256 qam11
72270000004.336256 qam12
82350000004.336256 qam13
92430000004.136256 qam14
10251000000436256 qam15
11259000000436256 qam16
12267000000436256 qam17
13275000000436256 qam18
142830000004.536256 qam19
152910000004.536256 qam20
162990000004.535256 qam21
173070000004.436256 qam22
183150000004.436256 qam23
193230000004.336256 qam24
203790000003.236256 qam25
21387000000336256 qam26
22395000000336256 qam27
234030000002.936256 qam28
24411000000335256 qam29

 

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked36.310
2Locked36.640
3Locked36.650
4Locked36.650
5Locked36.630
6Locked36.350
7Locked36.650
8Locked36.350
9Locked36.660
10Locked36.600
11Locked36.600
12Locked36.350
13Locked36.360
14Locked36.360
15Locked36.340
16Locked35.750
17Locked36.350
18Locked36.360
19Locked36.3120
20Locked36.360
21Locked36.6180
22Locked36.3170
23Locked36.3200
24Locked35.750

 

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1602997715.1512064 qam1
2393999055.1512064 qam4
3461999395.1512064 qam3
4537000145.1512064 qam2



Upstream bonded channels    

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000





Network Log
Time Priority Description
07/04/2020 10:21:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 20:48:37 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 20:48:37 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 18:50:45 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 17:12:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 05:06:4 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 16:23:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 13:23:34 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 20:14:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 17:52:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:4 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:38:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


I also did a tracert of bbc.co.uk:

Tracing route to bbc.co.uk [151.101.64.81]
over a maximum of 30 hops:

1 2 ms 3 ms 2 ms 192.168.0.1
2 31 ms 21 ms 114 ms 10.244.72.1
3 23 ms 25 ms 23 ms croy-core-2b-xe-132-0.network.virginmedia.net [81.96.225.189]
4 * * * Request timed out.
5 31 ms 212 ms 118 ms tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]
6 258 ms 105 ms 25 ms 157.52.127.10
7 45 ms 31 ms 29 ms 151.101.64.81

Trace complete.

And a ping: ping 62.253.122.177 -t

Pinging 62.253.122.177 with 32 bytes of data:
Reply from 62.253.122.177: bytes=32 time=24ms TTL=60
Reply from 62.253.122.177: bytes=32 time=164ms TTL=60
Reply from 62.253.122.177: bytes=32 time=68ms TTL=60
Reply from 62.253.122.177: bytes=32 time=26ms TTL=60
Reply from 62.253.122.177: bytes=32 time=15ms TTL=60
Reply from 62.253.122.177: bytes=32 time=75ms TTL=60
Reply from 62.253.122.177: bytes=32 time=208ms TTL=60
Reply from 62.253.122.177: bytes=32 time=20ms TTL=60
Reply from 62.253.122.177: bytes=32 time=240ms TTL=60
Reply from 62.253.122.177: bytes=32 time=24ms TTL=60
Reply from 62.253.122.177: bytes=32 time=22ms TTL=60
Reply from 62.253.122.177: bytes=32 time=199ms TTL=60
Reply from 62.253.122.177: bytes=32 time=74ms TTL=60
Reply from 62.253.122.177: bytes=32 time=139ms TTL=60
Reply from 62.253.122.177: bytes=32 time=54ms TTL=60
Request timed out.
Reply from 62.253.122.177: bytes=32 time=140ms TTL=60
Reply from 62.253.122.177: bytes=32 time=42ms TTL=60
Reply from 62.253.122.177: bytes=32 time=167ms TTL=60
Reply from 62.253.122.177: bytes=32 time=159ms TTL=60
Request timed out.

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Re: High Latency, packet loss and slow speeds

Cable Modem Status

ItemStatusComments
Acquired Downstream Channel (Hz)
419000000
Locked
Ranged Upstream Channel (Hz)
60299771
Locked
Provisioning State
Online
 

 

Downstream bonded channels     

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
14190000002.736256 qam30
21870000004.536256 qam7
31950000004.136256 qam8
42030000004.436256 qam9
52110000004.436256 qam10
62190000004.336256 qam11
72270000004.336256 qam12
82350000004.336256 qam13
92430000004.136256 qam14
10251000000436256 qam15
11259000000436256 qam16
12267000000436256 qam17
13275000000436256 qam18
142830000004.536256 qam19
152910000004.536256 qam20
162990000004.535256 qam21
173070000004.436256 qam22
183150000004.436256 qam23
193230000004.336256 qam24
203790000003.236256 qam25
21387000000336256 qam26
22395000000336256 qam27
234030000002.936256 qam28
24411000000335256 qam29


Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked36.310
2Locked36.640
3Locked36.650
4Locked36.650
5Locked36.630
6Locked36.350
7Locked36.650
8Locked36.350
9Locked36.660
10Locked36.600
11Locked36.600
12Locked36.350
13Locked36.360
14Locked36.360
15Locked36.340
16Locked35.750
17Locked36.350
18Locked36.360
19Locked36.3120
20Locked36.360
21Locked36.6180
22Locked36.3170
23Locked36.3200
24Locked35.750

 

Upstream bonded channels   

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1602997715.1512064 qam1
2393999055.1512064 qam4
3461999395.1512064 qam3
4537000145.1512064 qam2


Upstream bonded channels  

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
Bsgvca69834ncxv9873254k;fg87d

 

Primary Downstream Service Flow

SFID3859
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID3840
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Re: High Latency, packet loss and slow speeds

Network Log

TimePriorityDescription
07/04/2020 10:21:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 20:48:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 20:48:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 18:50:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 17:12:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 05:06:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 16:23:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2020 13:23:34ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 20:14:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 17:52:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:39:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:38:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 12:37:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 15
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Re: High Latency, packet loss and slow speeds

My Broadband Ping - My Virgin Media Connection 07-04-20

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Re: High Latency, packet loss and slow speeds

Update: 

  • I've unplugged everything and did a long reset - no change
  • I've reset using a pin - no change
  • I've tried switching the smart wifi setting on and off - no change
  • I've unplugged and double checked all of the connections - no change

As you can see by my BQM the packet loss and latency returned this morning. The speed's here, there and everywhere again, but it's not so much about the speed as it is the stability of the connection. The latency and packet loss are affecting VOIP calls that I need to make for work, and in the evening it makes online gaming and VOIP calls to my friends and family challenging. At a time when I'm trying to stay connected, this is making it more difficult than it should be.

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Message 7 of 15
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Re: High Latency, packet loss and slow speeds

Update #2

I have also reset the router using the pin without the Ethernet connected as I saw this advice on a few different posts.

As my BQM shows - this made no difference. I still have high latency and packet loss - plus the download speed is hovering between 2 and 10mbps.

Side note - apart from my post I've seen 2 others from my area (SM2 - Sutton) with very similar issues. I have also seen a number of posts from BR1-3 (Bromley) which isn't too far away with the same sorts of issues and very similar BQM graphs to my own.

VM's service status has no known faults in my area and says there's nothing wrong with my connection - which I suspect is a fib as I wouldn't be here otherwise.

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Message 8 of 15
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Re: High Latency, packet loss and slow speeds

I've been facing the same issues with an average of 50% packet loss I'm unable to work, game or similar.

On a normal connection I will see 50% pack loss with latency between 900ms - 2500ms+ however one thing I saw was that if I tunnelled through a VPN the packet loss goes and I get a solid 90ms ping however this is at reduced performance.

I'm starting to wonder if this is just over subscription of the service or if they are just having issues with the massive influx.

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Message 9 of 15
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Re: High Latency, packet loss and slow speeds

@CeePants your upstream power levels at 51dBmV are right at the upper end of what is a reliable and stable connection. The most common reason for this is a bad or loose cable joint somewhere between the hub and the street cabinet, all you can realistically do is check all the connections you can get to (including the ones in the outside box on the wall where the cable comes in) and failing that wait until a member of the forum team finds this thread and offers to contact you.

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Message 10 of 15
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Re: High Latency, packet loss and slow speeds

Thank you - I've check the cables themselves, they all seem to be connected correctly.

I will go and have a look outside and in the box on the wall and tighten everything up and see how it goes.

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