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

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

13470000006.538256 qam27
21870000003.736256 qam7
31950000003.436256 qam8
42030000002.936256 qam9
52110000002.536256 qam10
6219000000236256 qam11
7227000000236256 qam12
8235000000236256 qam13
92430000001.936256 qam14
10251000000236256 qam15
112590000002.536256 qam16
122670000003.236256 qam17
13275000000437256 qam18
142830000005.637256 qam19
152910000006.538256 qam20
16299000000638256 qam21
173070000005.638256 qam22
183150000005.837256 qam23
193230000006.537256 qam24
203310000007.538256 qam25
21339000000738256 qam26
22355000000638256 qam28
233630000005.638256 qam29
243710000004.938256 qam30



Downstream bonded channels

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

1Locked38.62323780
2Locked36.3310915119
3Locked36.630150984
4Locked36.6301525110
5Locked36.330942398
6Locked36.332297389
7Locked36.332160092
8Locked36.331659165
9Locked36.630512068
10Locked36.630367738
11Locked36.630150628
12Locked36.62981239
13Locked37.32794538
14Locked37.32414373
15Locked38.62082541
16Locked38.62256270
17Locked38.62428550
18Locked37.62503681
19Locked37.62287970
20Locked38.62034480
21Locked38.62198240
22Locked38.62394840
23Locked38.62418511
24Locked38.625164915

 

Upstream bonded channels

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

12580000041512064 qam8
23260000042.5512064 qam7
33939999343512064 qam6
44620006543512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0090
2ATDMA0030
3ATDMA0050
4ATDMA0010



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

Network Log

Time Priority Description

05/12/2021 13:51:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 04:33:11noticeDHCP 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 04:33:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 04:19:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:32:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 19:27:48Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 08:21:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 00:19:50noticeDHCP 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 00:19:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2021 11:41:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 21:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 21:08:23Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 10:01:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:49:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 09:48:56Warning!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

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

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
ToothlessFairy
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recove

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

13470000006.938256 qam27
2187000000436256 qam7
31950000003.936256 qam8
42030000003.236256 qam9
52110000002.936256 qam10
62190000002.536256 qam11
72270000002.536256 qam12
82350000002.436256 qam13
92430000002.236256 qam14
102510000002.436256 qam15
112590000002.936256 qam16
122670000003.536256 qam17
132750000004.537256 qam18
14283000000637256 qam19
152910000006.938256 qam20
162990000006.538256 qam21
17307000000638256 qam22
183150000006.137256 qam23
19323000000737256 qam24
20331000000838256 qam25
213390000007.438256 qam26
223550000006.438256 qam28
23363000000638256 qam29
243710000005.137256 qam30



Downstream bonded channels

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

1Locked38.600
2Locked36.300
3Locked36.650
4Locked36.650
5Locked36.600
6Locked36.3130
7Locked36.360
8Locked36.650
9Locked36.650
10Locked36.600
11Locked36.670
12Locked37.300
13Locked37.6140
14Locked37.640
15Locked38.600
16Locked38.600
17Locked38.660
18Locked37.600
19Locked37.900
20Locked38.600
21Locked38.900
22Locked38.660
23Locked38.650
24Locked37.600



Upstream bonded channels

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

12580002941512064 qam8
23260006341512064 qam7
33940006843512064 qam6
44619997443512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ToothlessFairy
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Message 5 of 17
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recove

+1 hour since the restart.

Downstream bonded channels

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

13470000006.638256 qam27
21870000003.936256 qam7
31950000003.736256 qam8
42030000003.236256 qam9
52110000002.736256 qam10
62190000002.436256 qam11
72270000002.236256 qam12
82350000002.236256 qam13
9243000000236256 qam14
102510000002.236256 qam15
112590000002.736256 qam16
122670000003.436256 qam17
132750000004.437256 qam18
14283000000637256 qam19
152910000006.638256 qam20
162990000006.338256 qam21
173070000005.938256 qam22
18315000000637256 qam23
193230000006.937256 qam24
203310000007.938256 qam25
213390000007.138256 qam26
223550000006.138256 qam28
233630000005.938256 qam29
24371000000537256 qam30



Downstream bonded channels

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

1Locked38.6410
2Locked36.3500
3Locked36.6500
4Locked36.6620
5Locked36.6430
6Locked36.3680
7Locked36.6490
8Locked36.6650
9Locked36.6530
10Locked36.6450
11Locked36.6560
12Locked36.6510
13Locked37.6570
14Locked37.3350
15Locked38.6250
16Locked38.6400
17Locked38.6420
18Locked37.6370
19Locked37.6350
20Locked38.9270
21Locked38.6360
22Locked38.9510
23Locked38.6340
24Locked37.6450

 

Upstream bonded channels

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

12580002941512064 qam8
23260006342.5512064 qam7
33940006843512064 qam6
44619997443512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ToothlessFairy
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recove

+2 hours

Downstream bonded channels

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

13470000006.838256 qam27
2187000000436256 qam7
31950000003.736256 qam8
42030000003.236256 qam9
52110000002.936256 qam10
62190000002.536256 qam11
72270000002.436256 qam12
82350000002.436256 qam13
92430000002.236256 qam14
102510000002.236256 qam15
112590000002.936256 qam16
122670000003.536256 qam17
132750000004.537256 qam18
14283000000637256 qam19
152910000006.838256 qam20
162990000006.438256 qam21
17307000000638256 qam22
18315000000637256 qam23
19323000000737256 qam24
20331000000838256 qam25
213390000007.338256 qam26
223550000006.338256 qam28
23363000000638256 qam29
24371000000537256 qam30



Downstream bonded channels

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

1Locked38.91790
2Locked36.62500
3Locked36.62360
4Locked36.62510
5Locked36.62450
6Locked36.32760
7Locked36.62740
8Locked36.62880
9Locked36.32470
10Locked36.32410
11Locked36.32570
12Locked36.62500
13Locked37.62510
14Locked37.31560
15Locked38.61290
16Locked38.61570
17Locked38.91950
18Locked37.61970
19Locked37.61570
20Locked38.61330
21Locked38.61540
22Locked38.91930
23Locked38.91680
24Locked37.61960

 

Upstream bonded channels

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

12580002941512064 qam8
23260006342.5512064 qam7
33940006843512064 qam6
44619997443512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ToothlessFairy
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recove

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.

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Akua_A
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Message 8 of 17
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able t...

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,

Akua_A
Forum Team



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ToothlessFairy
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Message 9 of 17
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able t...

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.



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Sofia_B
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Message 10 of 17
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Re: Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able t...

No worries @ToothlessFairy

 

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

 

Thanks, 

Sofia
Forum Team



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