Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recover.

[ToothlessFairy]

Evening, 

I just got back from work. Normally I would go to play some games before going back to bed but unfortunately, I am a VM customer 🙂 I have to admit, it's my fault, I have been warned to not go with them but I thought, eh screw it I'll try it, I bet they are not that bad as people say. The first few months were alright but suddenly 3 or 4 months ago latency issues and packets loss started to arise. Everybody has their patience limits so I contacted customer service through the complaint form on the website. It turned out that there was a fault which had been fixed a week ago. Sadly problem still occurs, it happens every bloody day, every evening, and every weekend. Recently I started monitoring my connection with BQM. It is bad. At the moment I want to give it a try one last time. If nothing will help I would like to ask for recommendations for a new ISP. Mainly gaming, so latency is a priority. Maybe one day VM will be good choice for gamers, or it's only because of Bradistan, and all the legends are true that this city is a **bleep**hole xD 

Below you will find BQM since the 3rd of December and router details. Oh, I almost forgot, the router is MediaHub3 currently in modem mode as I thought that when I buy 3rd party router things will improve. The only thing the new router gave me is quite a nice QoS and nicely looking thingy on the shelf.

BQM 3rd December , 4th December , 5th December , 6th December , 7th December , and 8th December 

Also, I will add live BQM if anyone would like to check what's going on at the moment.
Live Graph BQM 

Downstream bonded channels

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

1	347000000	6.5	38	256 qam	27
2	187000000	3.7	36	256 qam	7
3	195000000	3.4	36	256 qam	8
4	203000000	2.9	36	256 qam	9
5	211000000	2.5	36	256 qam	10
6	219000000	2	36	256 qam	11
7	227000000	2	36	256 qam	12
8	235000000	2	36	256 qam	13
9	243000000	1.9	36	256 qam	14
10	251000000	2	36	256 qam	15
11	259000000	2.5	36	256 qam	16
12	267000000	3.2	36	256 qam	17
13	275000000	4	37	256 qam	18
14	283000000	5.6	37	256 qam	19
15	291000000	6.5	38	256 qam	20
16	299000000	6	38	256 qam	21
17	307000000	5.6	38	256 qam	22
18	315000000	5.8	37	256 qam	23
19	323000000	6.5	37	256 qam	24
20	331000000	7.5	38	256 qam	25
21	339000000	7	38	256 qam	26
22	355000000	6	38	256 qam	28
23	363000000	5.6	38	256 qam	29
24	371000000	4.9	38	256 qam	30

Downstream bonded channels

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

1	Locked	38.6	232378	0
2	Locked	36.3	310915	119
3	Locked	36.6	301509	84
4	Locked	36.6	301525	110
5	Locked	36.3	309423	98
6	Locked	36.3	322973	89
7	Locked	36.3	321600	92
8	Locked	36.3	316591	65
9	Locked	36.6	305120	68
10	Locked	36.6	303677	38
11	Locked	36.6	301506	28
12	Locked	36.6	298123	9
13	Locked	37.3	279453	8
14	Locked	37.3	241437	3
15	Locked	38.6	208254	1
16	Locked	38.6	225627	0
17	Locked	38.6	242855	0
18	Locked	37.6	250368	1
19	Locked	37.6	228797	0
20	Locked	38.6	203448	0
21	Locked	38.6	219824	0
22	Locked	38.6	239484	0
23	Locked	38.6	241851	1
24	Locked	38.6	251649	15

Upstream bonded channels

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

1	25800000	41	5120	64 qam	8
2	32600000	42.5	5120	64 qam	7
3	39399993	43	5120	64 qam	6
4	46200065	43	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	9	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	1	0

[ToothlessFairy]

Network Log

Time Priority Description

05/12/2021 13:51:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 04:33:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 04:33:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 04:19:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:32:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:27:48	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 08:21:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 00:19:50	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 00:19:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 11:41:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 21:11:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 21:08:23	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 10:01:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:23	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I noticed that there are few people that have immense knowledge about how networks are built and what we can expect from certain technologies. If my problem won't be solved, can you recommend any ISP good for gaming or it is Russian roulette most of the time?

Kind regards
Lukas

[jbrennand]

Mmmm.. the BQMs are worrying. There is a flavour of overutilisation about them (too many users swamping the connection) but only VM can comment on whether that is the case here. One should be able to comment on that in a day or so.

Until then, what 3d party router are you using? And are you gaming on devices connected on ethernet cables - or over wifi?

Finally can you try this...
_______________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[ToothlessFairy]

Hi, jbrennand

Thank you for your response. 
I've got a 200Mbit package from virgin and my PC is connected to 3rd party router with an ethernet cable. Another device connected is a TV but it is wireless 5GHz. From time to time I am connecting my phone to the wifi network but it happens rarely only if my 4g connection is slowing down.

I bought Netgear XR1000 as I thought that a good router will resolve my issues.

Stats below after complete reset: 

Downstream bonded channels

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

1	347000000	6.9	38	256 qam	27
2	187000000	4	36	256 qam	7
3	195000000	3.9	36	256 qam	8
4	203000000	3.2	36	256 qam	9
5	211000000	2.9	36	256 qam	10
6	219000000	2.5	36	256 qam	11
7	227000000	2.5	36	256 qam	12
8	235000000	2.4	36	256 qam	13
9	243000000	2.2	36	256 qam	14
10	251000000	2.4	36	256 qam	15
11	259000000	2.9	36	256 qam	16
12	267000000	3.5	36	256 qam	17
13	275000000	4.5	37	256 qam	18
14	283000000	6	37	256 qam	19
15	291000000	6.9	38	256 qam	20
16	299000000	6.5	38	256 qam	21
17	307000000	6	38	256 qam	22
18	315000000	6.1	37	256 qam	23
19	323000000	7	37	256 qam	24
20	331000000	8	38	256 qam	25
21	339000000	7.4	38	256 qam	26
22	355000000	6.4	38	256 qam	28
23	363000000	6	38	256 qam	29
24	371000000	5.1	37	256 qam	30

Downstream bonded channels

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

1	Locked	38.6	0	0
2	Locked	36.3	0	0
3	Locked	36.6	5	0
4	Locked	36.6	5	0
5	Locked	36.6	0	0
6	Locked	36.3	13	0
7	Locked	36.3	6	0
8	Locked	36.6	5	0
9	Locked	36.6	5	0
10	Locked	36.6	0	0
11	Locked	36.6	7	0
12	Locked	37.3	0	0
13	Locked	37.6	14	0
14	Locked	37.6	4	0
15	Locked	38.6	0	0
16	Locked	38.6	0	0
17	Locked	38.6	6	0
18	Locked	37.6	0	0
19	Locked	37.9	0	0
20	Locked	38.6	0	0
21	Locked	38.9	0	0
22	Locked	38.6	6	0
23	Locked	38.6	5	0
24	Locked	37.6	0	0

Upstream bonded channels

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

1	25800029	41	5120	64 qam	8
2	32600063	41	5120	64 qam	7
3	39400068	43	5120	64 qam	6
4	46199974	43	5120	64 qam	5

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

[ToothlessFairy]

+1 hour since the restart.

Downstream bonded channels

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

1	347000000	6.6	38	256 qam	27
2	187000000	3.9	36	256 qam	7
3	195000000	3.7	36	256 qam	8
4	203000000	3.2	36	256 qam	9
5	211000000	2.7	36	256 qam	10
6	219000000	2.4	36	256 qam	11
7	227000000	2.2	36	256 qam	12
8	235000000	2.2	36	256 qam	13
9	243000000	2	36	256 qam	14
10	251000000	2.2	36	256 qam	15
11	259000000	2.7	36	256 qam	16
12	267000000	3.4	36	256 qam	17
13	275000000	4.4	37	256 qam	18
14	283000000	6	37	256 qam	19
15	291000000	6.6	38	256 qam	20
16	299000000	6.3	38	256 qam	21
17	307000000	5.9	38	256 qam	22
18	315000000	6	37	256 qam	23
19	323000000	6.9	37	256 qam	24
20	331000000	7.9	38	256 qam	25
21	339000000	7.1	38	256 qam	26
22	355000000	6.1	38	256 qam	28
23	363000000	5.9	38	256 qam	29
24	371000000	5	37	256 qam	30

Downstream bonded channels

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

1	Locked	38.6	41	0
2	Locked	36.3	50	0
3	Locked	36.6	50	0
4	Locked	36.6	62	0
5	Locked	36.6	43	0
6	Locked	36.3	68	0
7	Locked	36.6	49	0
8	Locked	36.6	65	0
9	Locked	36.6	53	0
10	Locked	36.6	45	0
11	Locked	36.6	56	0
12	Locked	36.6	51	0
13	Locked	37.6	57	0
14	Locked	37.3	35	0
15	Locked	38.6	25	0
16	Locked	38.6	40	0
17	Locked	38.6	42	0
18	Locked	37.6	37	0
19	Locked	37.6	35	0
20	Locked	38.9	27	0
21	Locked	38.6	36	0
22	Locked	38.9	51	0
23	Locked	38.6	34	0
24	Locked	37.6	45	0

Upstream bonded channels

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

1	25800029	41	5120	64 qam	8
2	32600063	42.5	5120	64 qam	7
3	39400068	43	5120	64 qam	6
4	46199974	43	5120	64 qam	5

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

[ToothlessFairy]

+2 hours

Downstream bonded channels

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

1	347000000	6.8	38	256 qam	27
2	187000000	4	36	256 qam	7
3	195000000	3.7	36	256 qam	8
4	203000000	3.2	36	256 qam	9
5	211000000	2.9	36	256 qam	10
6	219000000	2.5	36	256 qam	11
7	227000000	2.4	36	256 qam	12
8	235000000	2.4	36	256 qam	13
9	243000000	2.2	36	256 qam	14
10	251000000	2.2	36	256 qam	15
11	259000000	2.9	36	256 qam	16
12	267000000	3.5	36	256 qam	17
13	275000000	4.5	37	256 qam	18
14	283000000	6	37	256 qam	19
15	291000000	6.8	38	256 qam	20
16	299000000	6.4	38	256 qam	21
17	307000000	6	38	256 qam	22
18	315000000	6	37	256 qam	23
19	323000000	7	37	256 qam	24
20	331000000	8	38	256 qam	25
21	339000000	7.3	38	256 qam	26
22	355000000	6.3	38	256 qam	28
23	363000000	6	38	256 qam	29
24	371000000	5	37	256 qam	30

Downstream bonded channels

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

1	Locked	38.9	179	0
2	Locked	36.6	250	0
3	Locked	36.6	236	0
4	Locked	36.6	251	0
5	Locked	36.6	245	0
6	Locked	36.3	276	0
7	Locked	36.6	274	0
8	Locked	36.6	288	0
9	Locked	36.3	247	0
10	Locked	36.3	241	0
11	Locked	36.3	257	0
12	Locked	36.6	250	0
13	Locked	37.6	251	0
14	Locked	37.3	156	0
15	Locked	38.6	129	0
16	Locked	38.6	157	0
17	Locked	38.9	195	0
18	Locked	37.6	197	0
19	Locked	37.6	157	0
20	Locked	38.6	133	0
21	Locked	38.6	154	0
22	Locked	38.9	193	0
23	Locked	38.9	168	0
24	Locked	37.6	196	0

Upstream bonded channels

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

1	25800029	41	5120	64 qam	8
2	32600063	42.5	5120	64 qam	7
3	39400068	43	5120	64 qam	6
4	46199974	43	5120	64 qam	5

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

[ToothlessFairy]

I needed to make a new BQM. 

I will put a live one here. BQM live 

VOIP services are terrible. I am having even 50% packets loss according to what the owner of the certain TeamSpeak server is telling me.

Anyone from VM can contact me? Please just terminate my contract with you. If you cannot afford to have so many users then stop being greedy. Clearly, your network is not capable to provide the service you offer.

[Akua_A]

Hi @ToothlessFairy.

Welcome to our community forums and sorry to hear you have been having ongoing issues with your service especially when gaming. We can understand the frustration caused and we want to best help regarding this.

I have been able to access your account using your forum details to take a further look into this. It appears there has been an ongoing utilization outage in your area since mid-November 2021. Our team is currently working to resolve this to get your service up and running properly again. The current estimated fix time is 31 DEC 2021 15:55. 

We apologise again for any inconvenience caused during this time. If the issues do persist after this. Please let us know and we will take further steps to help.

Thanks,

[ToothlessFairy]

Hi @Akua_A

Thank you for letting me know. I'll keep monitoring the issue. Hopefully, your engineers will be able to resolve the problem.

[Sofia_B]

No worries @ToothlessFairy. 

I can assure you they'll be working hard to get this resolved ASAP. 

Thanks,