Menu
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
620 Views
Message 1 of 10
Flag for a moderator

High latency; work VOIP calls impossible

Posted a few days ago on this topic but couldn't update that post for some reason so starting a new thread.

Summary: On a 108 Maxit package, area 20, Hub3, many VOIP calls for work, connecting usually via wired ethernet into Powerline extender as working from study in loft, proving impossible to hold these calls due to latency & packet loss issues. Speeds down on headline numbers but should be adequate. Have done the pin reset & no change.

My BQM shows very high average latency, higher spikes, dropped packets. Problems seem to disappear overnight & recur in the morning. Further details below. Please can an engineer/expert help with this issue. I understand with so many people at home that there may be slower speeds, network congestion etc... but I don't see any of my colleagues in the UK around the world with the same problems as I have.  Further details below. Really appreciate any help on this.

Thanks in advance 

Network log 

Time

Priority

Description

16/04/2020 10:07:35

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2020 21:35:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2020 20:12:58

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2020 13:21:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2020 07:04:28

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2020 07:04:28

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 23:34:5

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 22:22:13

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/04/2020 01:03:1

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2020 21:33:10

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/04/2020 00:18:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/04/2020 16:03:13

notice

LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/04/2020 12:49:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2020 17:09:41

notice

LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/04/2020 14:49:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/04/2020 14:48:45

notice

LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/04/2020 10:57:55

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/04/2020 10:57:55

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/04/2020 01:07:13

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/04/2020 19:13:59

notice

LAN login Success;CM-MAC=**:**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

434750000

1.7

38

256 qam

29

2

218750000

2.5

37

256 qam

11

3

226750000

2.2

37

256 qam

12

4

234750000

2

37

256 qam

13

5

242750000

1.9

37

256 qam

14

6

250750000

1.9

37

256 qam

15

7

258750000

1.7

37

256 qam

16

8

266750000

2.4

37

256 qam

17

9

274750000

3.2

37

256 qam

18

10

282750000

3.4

38

256 qam

19

11

290750000

3.2

37

256 qam

20

12

298750000

3

38

256 qam

21

13

306750000

3

38

256 qam

22

14

314750000

2.9

38

256 qam

23

15

322750000

2.9

38

256 qam

24

16

402750000

1

38

256 qam

25

17

410750000

1

38

256 qam

26

18

418750000

1.2

38

256 qam

27

19

426750000

1.7

38

256 qam

28

20

442750000

1.7

38

256 qam

30

21

450750000

1.5

38

256 qam

31

22

458750000

1.2

38

256 qam

32

23

466750000

1.2

38

256 qam

33

24

474750000

1.4

38

256 qam

34

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

394

142

2

Locked

37.6

TV

271

3

Locked

37.6

310

420

4

Locked

37.6

355

256

5

Locked

37.6

295

257

6

Locked

37.6

273

318

7

Locked

37.6

291

269

8

Locked

37.3

322

286

9

Locked

37.6

212

279

10

Locked

38.6

210

339

11

Locked

37.6

254

248

12

Locked

38.6

218

284

13

Locked

38.6

221

299

14

Locked

38.6

282

248

15

Locked

38.6

254

333

16

Locked

38.9

366

221

17

Locked

38.6

447

186

18

Locked

38.6

406

224

19

Locked

38.6

364

197

20

Locked

38.9

480

162

21

Locked

38.9

620

171

22

Locked

38.6

836

124

23

Locked

38.6

962

125

24

Locked

38.9

1170

126

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

45800000

4.725

5120

64 qam

1

2

**700000

4.875

5120

64 qam

4

3

27400000

4.525

5120

64 qam

3

4

35800000

4.675

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

0 Kudos
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
544 Views
Message 2 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

Anyone able to help with this problem? Family trying to watch YouTube (Phantom of the Opera special) and getting constant freezing, skipping forward etc... which is driving them mad. Completely not acceptable for the price we’re paying for this service.

0 Kudos
Reply
BerkshireLad
  • 6
  • 0
  • 0
Joining in
533 Views
Message 3 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

I am having the identical problem and have been doing so for approx three weeks.

The biggest problem is the intermittent nature of the fault. I’ll have many hours of problem free bandwidth and then a 2-3 hour period of (what appears to be) poor jitter and/or packet loss.

Obviously many of us are hammering voice and video collaboration platforms like never before, but it’s intensely frustrating do have very patchy audio and video.

I’m using Hub5 with the 1Gb FTTP product. I’m consistently getting 900Mb down and 50Mb up but at least 50% of my working day is frustrated with poor quality bandwidth.

Any help would be hugely appreciated.

 Thanks 

0 Kudos
Reply
ra2
  • 8
  • 1
  • 0
Tuning in
525 Views
Message 4 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

I'm having a similar problem and I've posted on another board regarding it. Looking on the boards on this forum it seems to be a recurring theme for many people.

0 Kudos
Reply
RedGooner
  • 1.88K
  • 66
  • 248
Super solver
494 Views
Message 5 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

I am working fine on VM, my 350 service is fantastic.

We have 2 working from home at the moment, both with VPN, Microsoft Teams, Remote desktop.

My wife is able to do her medical Covid19 update training when she is not in the operating theatre, treating patients.

So far VM has been fantastic, keep it up guys.

 

A lot of issues are blamed on VM, when its the customers equipment thats at fault. Only Saying.

--
Red (VM SH2 AC Beta tester)
Running on 1Gbps VM service with SH4 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
0 Kudos
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
486 Views
Message 6 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

I’m very happy for you RedGooner and much respect to your wife in these difficult times. I’m not blaming anyone, I just want to know what the issue is and to get it fixed. Your service is working fine, mine is not & unlike you I am not able to work properly from home. To my knowledge my equipment is set up correctly - I’ve checked and rechecked all connections, turned off and on and rebooted. Still the same. I see you use the SH3 in modem mode and a separate router. Would this help with my issues? I don’t know if it’s the SH3, the connection to the house or something else that’s the problem.

I moved to Virgin Media about 8 months ago & increased my bills in the expectation of an improvement in speed and service over BT. Since then (as my wife never hesitates to remind me) we’ve had repeated problems & actually get worse performance.

0 Kudos
Reply
RedGooner
  • 1.88K
  • 66
  • 248
Super solver
469 Views
Message 7 of 10
Flag for a moderator

Re: High latency; work VOIP calls impossible

Modem mode is what i prefer, i cant say it will work for you.

IMO the SH3 is a useless pile of ****. I wish VM would listen to us BETA testers.

--
Red (VM SH2 AC Beta tester)
Running on 1Gbps VM service with SH4 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk. If you are happy with my answers please press Kudo ?
0 Kudos
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
413 Views
Message 8 of 10
Flag for a moderator

Re: High latency, dropped packets, video calls impossible

Updating on issues. Current BQM copied below. 

d10477245921ba6f423f42c092cc689355954bde-20-04-2020.pngTwo pings this mornings to 8.8.8.8 showed 60-70% packet lost and avg latency around 4000ms. Voice calls started becoming impossible around 10am. Is anyone at VM able to tell me if this is a local issue (BR2 postcode, Area 20)?

Called the customer services line this morning & did the remote check and reboot but I think issues still remain.

Thanks

0 Kudos
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
412 Views
Message 9 of 10
Flag for a moderator

Re: High latency, dropped packets, video calls impossible

BQM link - https://www.thinkbroadband.com/broadband/monitoring/quality/share/d10477245921ba6f423f42c092cc689355...

Please also advise how I can post the BQM image. Whatever I do it doesn't work - IP is masked.

0 Kudos
Reply
Johnners1UK
  • 16
  • 0
  • 0
Joining in
390 Views
Message 10 of 10
Flag for a moderator

Re: High latency, dropped packets, video calls impossible

Very friendly & beautifully Welsh-accented Virgin Media customer service rep says there's an outage in the local area with a fix date of 'By June 10th'.

If only the account pages which purport to tell you whether there's an outage in your area actually had the correct information. Would save a lot of calls & wailing and gnashing of teeth on here.

Fault can't be tracked anywhere so it's a case of sit & wait, perhaps for the next 6-7 weeks.

0 Kudos
Reply