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EasternRunner
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Message 1 of 18
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High Latency

On 19th November we experienced a 20 minute broadband outage (BQM shows this as total packet loss). Since then we have had terrible latency. The Virgin Media status page says "We know of an issue in your area" and each day has a fix estimate time of 15:00. But the issue is not fixed. This is in the Cambridge area. Could someone give me a more realistic estimate of when this will get fixed? Thanks.

speedtest.net shows that actual download and upload speeds are fine (I'm on an M100 connection).

My live BQM

Ping log to a VM DNS server:

$ ping 194.168.4.100
PING 194.168.4.100 (194.168.4.100): 56 data bytes
64 bytes from 194.168.4.100: icmp_seq=0 ttl=61 time=82.735 ms
64 bytes from 194.168.4.100: icmp_seq=1 ttl=61 time=19.964 ms
64 bytes from 194.168.4.100: icmp_seq=2 ttl=61 time=16.177 ms
64 bytes from 194.168.4.100: icmp_seq=3 ttl=61 time=35.615 ms
64 bytes from 194.168.4.100: icmp_seq=4 ttl=61 time=40.301 ms
64 bytes from 194.168.4.100: icmp_seq=5 ttl=61 time=392.335 ms
64 bytes from 194.168.4.100: icmp_seq=6 ttl=61 time=618.622 ms
64 bytes from 194.168.4.100: icmp_seq=7 ttl=61 time=217.073 ms
64 bytes from 194.168.4.100: icmp_seq=8 ttl=61 time=452.564 ms
64 bytes from 194.168.4.100: icmp_seq=9 ttl=61 time=161.721 ms

 

Screenshot 2020-11-24 at 12.45.05.png

 

Screenshot 2020-11-24 at 12.46.28.png

 

Network Log

First TimeLast TimePriorityError NumberDescription
 23/10/2020 11:23:18  23/10/2020 11:23:18  Critical (3)  84000100  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 11:22:12  23/10/2020 11:22:12  Critical (3)  84000400  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 11:23:16  23/10/2020 11:23:16  Warning (5)  84020300  MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 22/10/2020 11:32:07  22/10/2020 11:32:07  Critical (3)  2436694080  TOD resynchronisation failure 
 22/10/2020 11:32:07  22/10/2020 11:32:07  Critical (3)  2436694077  TOD server unavailable 
 23/10/2020 12:52:45  23/10/2020 12:52:45  Error (4)  68000403  ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 22:07:34  23/10/2020 22:07:34  Error (4)  68010300  DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 13:08:36  23/10/2020 13:08:36  Critical (3)  2436694078  TOD established 
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MikeRobbo
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Alessandro Volta
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Message 2 of 18
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Re: High Latency

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 click ‘Check Router 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 grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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EasternRunner
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Message 3 of 18
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Re: High Latency

╔══════════════════════════════════════════╤══════════════╤══════════════════╤══════════════╤══════════════════╤══════════════╤══════════════════╤══════════════╤══════════════════╗
║ Downstream                               │ DS-1         │ DS-2             │ DS-3         │ DS-4             │ DS-5         │ DS-6             │ DS-7         │ DS-8             ║
╠══════════════════════════════════════════╪══════════════╪══════════════════╪══════════════╪══════════════════╪══════════════╪══════════════════╪══════════════╪══════════════════╣
║ Frequency (Hz)                           │ 139000000 Hz │ 147000000 Hz     │ 155000000 Hz │ 163000000 Hz     │ 171000000 Hz │ 179000000 Hz     │ 187000000 Hz │ 195000000 Hz     ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Lock Status(QAM Lock/FEC Sync/MPEG Lock) │ Locked       │ Locked           │ Locked       │ Locked           │ Locked       │ Locked           │ Locked       │ Locked           ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Channel ID                               │ 1            │ 2                │ 3            │ 4                │ 5            │ 6                │ 7            │ 8                ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Modulation                               │ QAM256       │ QAM256           │ QAM256       │ QAM256           │ QAM256       │ QAM256           │ QAM256       │ QAM256           ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Symbol Rate (Msym/sec)                   │ 6.952000     │ 6.952000         │ 6.952000     │ 6.952000         │ 6.952000     │ 6.952000         │ 6.952000     │ 6.952000         ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Interleave Depth                         │ I=12         │ Interleave Depth │ I=12         │ Interleave Depth │ I=12         │ Interleave Depth │ I=12         │ Interleave Depth ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             │ I=12         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ J=17                                     │ J=17         │ J=17             │ J=17         │ J=17             │ J=17         │ J=17             │ J=17         │ J=17             ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ Power Level (dBmV)                       │ 4.9 dBmV     │ 4.5 dBmV         │ 3.8 dBmV     │ 3.2 dBmV         │ 4.7 dBmV     │ 4.2 dBmV         │ 3.7 dBmV     │ 2.8 dBmV         ║
╟──────────────────────────────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────┼──────────────┼──────────────────╢
║ RxMER (dB)                               │ 41.9 dB      │ 42.1 dB          │ 41.9 dB      │ 41.9 dB          │ 41.9 dB      │ 41.9 dB          │ 41.9 dB      │ 41.9 dB          ║
╚══════════════════════════════════════════╧══════════════╧══════════════════╧══════════════╧══════════════════╧══════════════╧══════════════════╧══════════════╧══════════════════╝
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EasternRunner
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Message 4 of 18
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Re: High Latency

╔═══════════════════════╤═════════════╤═════════════╤═════════════╤═════════════╗
║ Upstream              │ US-1        │ US-2        │ US-3        │ US-4        ║
╠═══════════════════════╪═════════════╪═════════════╪═════════════╪═════════════╣
║ Channel Type          │ 2.0         │ 2.0         │ 2.0         │ 2.0         ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Channel ID            │ 2           │ 1           │ 3           │ 4           ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Frequency (Hz)        │ 53700000 Hz │ 60300000 Hz │ 46200000 Hz │ 39400000 Hz ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Ranging Status        │ Success     │ Success     │ Success     │ Success     ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Modulation            │ QAM64       │ QAM64       │ QAM64       │ QAM64       ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Symbol Rate (Sym/sec) │ 5120000     │ 5120000     │ 5120000     │ 5120000     ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Mini-Slot Size        │ 64          │ 64          │ 64          │ 64          ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Power Level (dBmV)    │ 47.0 dBmV   │ 47.0 dBmV   │ 46.0 dBmV   │ 45.8 dBmV   ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ T1 Timeouts           │ 0           │ 0           │ 0           │ 0           ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ T2 Timeouts           │ 0           │ 0           │ 0           │ 0           ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ T3 Timeouts           │ 0           │ 0           │ 0           │ 0           ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ T4 Timeouts           │ 0           │ 0           │ 0           │ 0           ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║                       │ US-1        │ US-2        │ US-3        │ US-4        ║
╟───────────────────────┼─────────────┼─────────────┼─────────────┼─────────────╢
║ Channel Type          │ 2.0         │ 2.0         │ 2.0         │ 2.0         ║
╚═══════════════════════╧═════════════╧═════════════╧═════════════╧═════════════╝
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EasternRunner
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Re: High Latency

Network Log
First TimeLast TimePriorityError NumberDescription
 23/10/2020 11:23:18  23/10/2020 11:23:18  Critical (3)  84000100  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 11:22:12  23/10/2020 11:22:12  Critical (3)  84000400  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 11:23:16  23/10/2020 11:23:16  Warning (5)  84020300  MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 22/10/2020 11:32:07  22/10/2020 11:32:07  Critical (3)  2436694080  TOD resynchronisation failure 
 22/10/2020 11:32:07  22/10/2020 11:32:07  Critical (3)  2436694077  TOD server unavailable 
 23/10/2020 12:52:45  23/10/2020 12:52:45  Error (4)  68000403  ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 22:07:34  23/10/2020 22:07:34  Error (4)  68010300  DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 23/10/2020 13:08:36  23/10/2020 13:08:36  Critical (3)  2436694078  TOD established 
 
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MikeRobbo
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Alessandro Volta
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Message 6 of 18
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Re: High Latency

Can you try again please, posts 3 & 4 aren't understandable.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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EasternRunner
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Message 7 of 18
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Re: High Latency

Downstream

 DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8
Frequency (Hz)139000000 Hz147000000 Hz155000000 Hz163000000 Hz171000000 Hz179000000 Hz187000000 Hz195000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
ModulationQAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM256
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)5.1 dBmV4.7 dBmV4.0 dBmV3.4 dBmV4.9 dBmV4.3 dBmV3.8 dBmV2.9 dBmV
RxMER (dB)41.9 dB41.9 dB41.7 dB41.9 dB42.0 dB41.9 dB41.9 dB41.4 dB
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EasternRunner
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Message 8 of 18
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Re: High Latency

Upstream

 US-1US-2US-3US-4
Channel Type2.02.02.02.0
Channel ID2134
Frequency (Hz)53700000 Hz60300000 Hz46200000 Hz39400000 Hz
Ranging StatusSuccessSuccessSuccessSuccess
ModulationQAM64QAM64QAM64QAM64
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size64646464
Power Level (dBmV)47.0 dBmV47.0 dBmV46.0 dBmV45.8 dBmV
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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EasternRunner
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General Configuration Network Access Allowed Maximum Numb...

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEU DOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID114228
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID114227
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bps
Scheduling TypeBestEffort
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MikeRobbo
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Message 10 of 18
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Re: High Latency

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 'Live 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.
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