High Latency?

[ntom]

Hi all -looking for some help here.

Had a new Virgin installation at my new house back in Feb.  Slightly disappointed that an old Hib 3 router was installed.  Also took the option of a mini TV streaming box.

Download speeds seem OK -consistantly about 130Mbps using variuos test sites.

However the TB box often shows dropouts, and once a night even pops up a message saying no network connection before resuming a few minutes later. 

On Pc when navigating to a new web pages there is always a frustratingly long delay.  Once in it's usually OK.  Connecting by ethernet cable makes no difference.

Am assuming latency issues but don't know where to start troble shooting this or whether this is a job for Virgin tech.  Any advice appreciated.

[Adduxi]

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.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping Once done we can comment.

All VM equipment is rented and therefore recycled back into a pool when users return it.  It should be of serviceable condition however.

[ntom]

Downstream bonded channels

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

1	259000000	7.4	38	256 qam	16
2	235000000	7.5	38	256 qam	13
3	243000000	7.3	38	256 qam	14
4	251000000	7.4	38	256 qam	15
5	267000000	7.5	38	256 qam	17
6	275000000	7.3	38	256 qam	18
7	283000000	7.1	38	256 qam	19
8	291000000	7.3	38	256 qam	20
9	299000000	7.5	38	256 qam	21
10	307000000	7.5	38	256 qam	22
11	315000000	7.6	38	256 qam	23
12	323000000	7.5	38	256 qam	24
13	331000000	7.5	38	256 qam	25
14	339000000	7.4	38	256 qam	26
15	347000000	7.3	38	256 qam	27
16	355000000	7	38	256 qam	28
17	363000000	7	38	256 qam	29
18	371000000	7	38	256 qam	30
19	379000000	7	38	256 qam	31
20	387000000	6.9	38	256 qam	32
21	395000000	6.9	38	256 qam	34
22	403000000	6.9	38	256 qam	35
23	411000000	6.8	38	256 qam	36
24	419000000	6.6	38	256 qam	37

Downstream bonded channels

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

1	Locked	38.9	1330	3401
2	Locked	38.6	1377	3918
3	Locked	38.9	1254	3665
4	Locked	38.6	1303	3456
5	Locked	38.6	1411	3429
6	Locked	38.9	1261	3749
7	Locked	38.6	1268	3550
8	Locked	38.6	1294	3716
9	Locked	38.9	1338	3777
10	Locked	38.9	1268	3846
11	Locked	38.6	1288	4145
12	Locked	38.9	1336	3862
13	Locked	38.6	1308	3980
14	Locked	38.9	1325	3903
15	Locked	38.9	1411	3816
16	Locked	38.9	1428	4009
17	Locked	38.6	1449	3606
18	Locked	38.9	1397	3799
19	Locked	38.6	1464	3932
20	Locked	38.9	1462	3864
21	Locked	38.9	1413	3576
22	Locked	38.9	1337	3401
23	Locked	38.9	1385	3399
24	Locked	38.9	1405	3072

[ntom]

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

1	30100073	39.5	5120	64 qam	9
2	49600000	40	5120	64 qam	6
3	43099971	39.8	5120	64 qam	7
4	23600025	39.3	5120	64 qam	10
5	36600065	39.5	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	3	0
5	ATDMA	0	0	2	0

[ntom]

Time Priority Description

11/04/2023 16:09:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 16:08:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 04:26:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 00:28:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2023 01:31:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2023 08:01:25	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2023 23:24:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2023 23:18:53	critical	Received 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;
02/04/2023 23:18:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2023 23:18:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2023 23:18:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2023 23:18:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2023 15:31:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2023 15:31:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2023 15:31:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2023 15:31:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2023 15:31:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2023 13:40:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2023 03:56:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2023 16:08:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[ntom]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b873162582b97ca016282f1c10dcc96f60221c3f

[Adduxi · Accepted solution]

Far too many PostRS errors, indicative of noise on the circuit.  Reboot the Hub and keep an eye on the numbers.  On a good circuit, it should remain at zero.  If the numbers rise then you have an issue and a VM technician will need to find the fault and fix it.

[ntom]

Anyone able to tell me how to attract the attention of a Virgin techie please?

All conncetions look OK. Router rebooted.

The previous problem has got steadily worse. No change to the above.

Downstream bonded channels

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

1	Locked	38.9	2611	5672
2	Locked	38.9	4280	26763
3	Locked	38.9	6846	22028
4	Locked	38.9	4818	17478
5	Locked	38.9	3056	16572
6	Locked	38.9	3091	16026
7	Locked	38.9	2818	16218
8	Locked	38.6	2986	16394
9	Locked	38.9	2823	16818
10	Locked	38.6	2913	15778
11	Locked	38.9	3246	14765
12	Locked	38.9	2882	14238
13	Locked	38.9	2894	11828
14	Locked	38.9	2863	10164
15	Locked	38.6	2957	8110
16	Locked	38.9	3029	6796
17	Locked	38.6	2440	4577
18	Locked	38.9	2497	3912
19	Locked	38.9	2444	3737
20	Locked	38.6	2515	3862
21	Locked	38.6	2611	3810
22	Locked	38.6	2379	3688
23	Locked	38.9	2207	3994
24	Locked	38.9	2226	3954

Thanks.

[Alex_RM]

Hi ntom,

Thanks for posting and sorry to see you're having some connection issues. I've had a look at things from our side, and everything looks to be within the specifications we would expect. 

do you have a live link to your BQM? Has there been any change since your post on Friday?

Alex_Rm

[ntom]

Hi

Thanks. No change. 

It's pretty variable. sometimes all is fine.  Then symptoms arise as follows.
Blips on Stream TV box every few minutes as if losing half a second of signal.
Then additionally one or two times an evening the signal drops out entirely & get on screen message that there is no signal.  It's not alway obvious how long this lasts as you seem to need to turn the stream box off then on again to get the reception back.

When using PC (web surfing) each time a new Firefox window is opened there can be a lag of a several seconds.  Once connection is made response sometimes can be a little sluggish but it's generally OK.  It's as if it's taking too long to find the link to the website.

Don't seem to be able to post BOM HTML link here