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High Latency

amel2023
Tuning in

Since around late January I've been noticing issues with gaming, having looked into this with some of the monitoring I've got setup I can see that since around the 23rd January I've been having consistency high latency throughout the day. I've been through what I suspect I'll get told to do by telephone support around testing and turning it off and on again to no avail. Can anyone advise how best to progress this with VM?e1b1797ab09aa4bf8599c229e26099115e0905ad-23-01-2023.png

Modem Stats - HH5

Status

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)331000000Locked
Ranged Upstream Channel(Hz)46200000Ranged
Provisioning StateOnline

Operational

 

Downstream

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-1.640QAM 25625
21630000000.141QAM 2564
31710000000.141QAM 2565
4179000000041QAM 2566
51870000000.141QAM 2567
61950000000.141QAM 2568
72030000000.141QAM 2569
82110000000.341QAM 25610
92190000000.241QAM 25611
102270000000.141QAM 25612
112350000000.141QAM 25613
122430000000.441QAM 25614
132510000000.841QAM 25615
14259000000-141QAM 25616
15267000000-1.341QAM 25617
16275000000-1.441QAM 25618
17283000000-1.440QAM 25619
18291000000-1.440QAM 25620
19299000000-1.440QAM 25621
20307000000-1.540QAM 25622
21315000000-1.640QAM 25623
22323000000-1.640QAM 25624
23339000000-1.640QAM 25626
24347000000-1.740QAM 25627
25355000000-1.740QAM 25628
26363000000-1.640QAM 25629
27371000000-1.740QAM 25630
28379000000-1.740QAM 25631
29387000000-1.840QAM 25632
30395000000-1.940QAM 25633
31403000000-240QAM 25634

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked4150
3Locked4110
4Locked4100
5Locked4100
6Locked4100
7Locked4100
8Locked4100
9Locked4100
10Locked4100
11Locked4100
12Locked4100
13Locked4150
14Locked4170
15Locked4130
16Locked4100
17Locked4000
18Locked4000
19Locked4000
20Locked4000
21Locked4000
22Locked4000
23Locked4000
24Locked4000
25Locked4000
26Locked4000
27Locked4010
28Locked4000
29Locked4010
30Locked4000
31Locked4000

 

Upstream

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04620000037.35120QAM 643
13940000036.85120QAM 644
23260000036.85120QAM 645
32360000036.35120QAM 646

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0010
1ATDMA0020
2ATDMA0020
3ATDMA00660

 

Log

Network Log

Time Priority Description
03-02-2023 00:07:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2023 22:37:05warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-02-2023 22:37:05warningDynamic Range Window violation
01-02-2023 04:44:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-02-2023 00:31:50errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 19:55:36criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 18:54:01warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-01-2023 18:54:01warningDynamic Range Window violation
30-01-2023 03:56:45criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-01-2023 00:00:07warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-01-2023 00:00:07warningDynamic Range Window violation
29-01-2023 22:12:18warningDynamic Range Window violation
29-01-2023 22:12:18warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-01-2023 19:00:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-01-2023 18:53:18warningDynamic Range Window violation
29-01-2023 18:53:18warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-01-2023 03:52:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:43noticeREGISTRATION COMPLETE - Waiting for Operational status
28-01-2023 17:37:37warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:37warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:37warningDynamic Range Window violation
28-01-2023 17:37:37warningDynamic Range Window violation
28-01-2023 17:37:36warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:31noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:28noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:25warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:37:23noticeHonoring MDD; IP provisioning mode = IPv4
28-01-2023 17:37:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 17:36:56criticalCable Modem Reboot due to power button reset
16-01-2023 17:34:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-01-2023 17:34:15criticalCable Modem Reboot due to power button reset
15-01-2023 13:15:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

You have an excessive amount of T3 timeouts and the BQM is pretty bad.

Your power levels etc are all within spec, so I assume the issue is noise on the line perhaps? Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

One for a VM tech to sort out.

If you wait here a day or two a VM Mod will pick this up.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

See where this Helpful Answer was posted

6 REPLIES 6

Adduxi
Very Insightful Person
Very Insightful Person

You have an excessive amount of T3 timeouts and the BQM is pretty bad.

Your power levels etc are all within spec, so I assume the issue is noise on the line perhaps? Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

One for a VM tech to sort out.

If you wait here a day or two a VM Mod will pick this up.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Kath_F
Forum Team
Forum Team

Hi amel2023, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with your connection. Taking a look at things this end I can see there has been a long term performance issue with the Hub. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Kath_F
Forum Team
Forum Team

Hi amel2023,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment 

➡ The technician discovers that the fault or problem relates to your equipment

➡ The technician discovers that the fault or problem relates to any system that we are not responsible for

➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Following the engineer coming out who couldn't find anything wrong other than a slightly loose coax connection I am still getting this issue. The timeouts are still increasing on the modem stats and I am still seeing packet loss on the connection monitoring. Can anyone advise how I can get this looked into further?

47785a2b5fa6d88ddfe89b3ba7bf6494bac09159-28-02-2023.png

Latest Hub Stats

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)291000000Locked
Ranged Upstream Channel(Hz)46200000Ranged
Provisioning StateOnlineOperational

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1291000000-1.340QAM 25620
21630000000.241QAM 2564
31710000000.141QAM 2565
4179000000041QAM 2566
5187000000040QAM 2567
61950000000.241QAM 2568
72030000000.241QAM 2569
82110000000.341QAM 25610
92190000000.341QAM 25611
102270000000.241QAM 25612
11235000000041QAM 25613
122430000000.341QAM 25614
132510000000.741QAM 25615
14259000000-141QAM 25616
15267000000-1.140QAM 25617
16275000000-1.340QAM 25618
17283000000-1.340QAM 25619
18299000000-1.440QAM 25621
19307000000-1.540QAM 25622
20315000000-1.540QAM 25623
21323000000-1.540QAM 25624
22331000000-1.640QAM 25625
23339000000-1.539QAM 25626
24347000000-1.640QAM 25627
25355000000-1.740QAM 25628
26363000000-1.540QAM 25629
27371000000-1.640QAM 25630
28379000000-1.640QAM 25631
29387000000-1.840QAM 25632
30395000000-1.940QAM 25633
31403000000-240QAM 25634

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked41230
3Locked4110
4Locked4110
5Locked4000
6Locked4100
7Locked4100
8Locked4100
9Locked4100
10Locked4100
11Locked4110
12Locked4100
13Locked4100
14Locked4100
15Locked4000
16Locked4010
17Locked4000
18Locked4000
19Locked4010
20Locked4010
21Locked4010
22Locked4000
23Locked3900
24Locked4010
25Locked4020
26Locked4020
27Locked4050
28Locked4000
29Locked4020
30Locked4030
31Locked4030
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
046200000375120QAM 643
13940000036.55120QAM 644
23260000036.55120QAM 645
323600000365120QAM 646

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA00130
1ATDMA0030
2ATDMA0040
3ATDMA001481

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
wrkldJKDHSUBsgvca69834ncxv987

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
1133
402500089 bps
42600bytes
0 bps
29128
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
234
38500089 bps
42600bytes
0 bps
42600bytes
Best Effort
29125
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
 

Network Log

Time Priority Description
27-02-2023 18:40:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-02-2023 06:33:54warningDynamic Range Window violation
27-02-2023 06:33:54warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
27-02-2023 01:07:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 21:14:49warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 21:14:49warningDynamic Range Window violation
26-02-2023 15:02:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 12:46:51errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 11:43:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-02-2023 09:19:56warningDynamic Range Window violation
26-02-2023 09:19:56warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2023 08:10:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-02-2023 01:14:58warningDynamic Range Window violation
24-02-2023 01:14:58warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2023 17:54:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-02-2023 00:46:50errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2023 19:29:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-02-2023 18:43:17criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 14:11:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 12:46:48errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2023 01:02:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2023 00:46:46errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 01:01:44criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 19:02:57warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-02-2023 19:02:57warningDynamic Range Window violation
13-02-2023 13:56:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 21:07:42warningDynamic Range Window violation
12-02-2023 21:07:42warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 19:11:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 12:46:44errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 14:58:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 08:48:59noticeCM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 658121; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tom_W1
Forum Team
Forum Team

Hi @amel2023 thanks for your post here although we're sorry to hear of your concerns raised.

I'd like to look into this further for you, there appears to be an issue on the line so we may need a technician.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect the PM from me to arrive shortly, and respond directly when you can!
Many thanks

Tom_W