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RhysD
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Huge packet loss and ping issue at peak times

Hi all,

Just moved to Virgin Media and experiencing up to 50% packet loss and unstable pings between roughly 1800-2200, makes any king of VOIP gaming etc impossible. Similarly my download speed halves to well below the minimum guaranteed speed. Outside of these times it seems pretty solid. 

I have tested this with a wired and wireless connection, with Hub4 in modem mode using a different router and removed all devices but one from the network. 

I fully expect this is going to be an over-utilisation issue with no fix as it only happens at peak times but before I go down the route of getting out of my contract and moving back to BT was wondering if anyone had any suggestions?

 

Cheers,

 

Rhys

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lotharmat
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Helpful Answer

Re: Huge packet loss and ping issue at peak times

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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RhysD
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Re: Huge packet loss and ping issue at peak times

Thanks for the response, seems i have to post them separately due to character limit

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status
Online
DOCSIS 3.0
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
32
4
DOCSIS 3.1 channels
0
0

 

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RhysD
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Re: Huge packet loss and ping issue at peak times

3.0 Downstream channels

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

253307500007.90000238.983261QAM25625
11387500006.30000340.366287QAM2561
21467500006.30000340.366287QAM2562
31547500006.69999738.983261QAM2563
41627500006.50000038.983261QAM2564
51707500006.40000240.366287QAM2565
61787500006.50000040.366287QAM2566
71867500006.50000040.366287QAM2567
81947500006.40000240.366287QAM2568
172667500006.90000238.983261QAM25617
182747500007.00000040.366287QAM25618
192827500007.09999840.366287QAM25619
202907500006.69999738.983261QAM25620
212987500007.19999738.983261QAM25621
223067500007.40000238.983261QAM25622
233147500007.50000038.983261QAM25623
243227500007.30000340.366287QAM25624
263707500008.59999840.366287QAM25626
273787500008.69999738.983261QAM25627
283867500009.19999740.366287QAM25628
293947500009.19999740.946209QAM25629
304027500009.09999840.366287QAM25630
314107500009.50000040.366287QAM25631
324187500009.69999740.366287QAM25632
334267500009.40000240.366287QAM25633
344347500009.69999740.366287QAM25634
3544275000010.19999740.946209QAM25635
3645075000010.30000340.366287QAM25636
3745875000010.19999740.946209QAM25637
3846675000010.80000340.946209QAM25638
3947475000010.90000240.366287QAM25639
4048275000011.00000040.366287QAM25640



3.0 Downstream channels

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

25Locked38.98326100
1Locked40.36628760
2Locked40.36628780
3Locked38.98326130
4Locked38.98326170
5Locked40.36628760
6Locked40.36628770
7Locked40.36628760
8Locked40.36628750
17Locked38.98326120
18Locked40.36628720
19Locked40.36628700
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked40.36628700
26Locked40.36628700
27Locked38.98326100
28Locked40.36628700
29Locked40.94620900
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.36628700
34Locked40.36628700
35Locked40.94620900
36Locked40.36628700
37Locked40.94620900
38Locked40.94620900
39Locked40.36628700
40Locked40.36628700
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RhysD
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Re: Huge packet loss and ping issue at peak times

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000045.2500005120 KSym/sec64QAM3
23940000045.0000005120 KSym/sec64QAM4
33260000044.2500005120 KSym/sec64QAM5
42580000043.7500005120 KSym/sec64QAM6


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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RhysD
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Re: Huge packet loss and ping issue at peak times

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.0
Config file
cmreg-vmdg640-bbt062-b.cm


Primary Downstream Service Flow
SFID
1039240
Max Traffic Rate
402500089
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
1039239
Max Traffic Rate
38500089
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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RhysD
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Re: Huge packet loss and ping issue at peak times

Network Log

Time Priority Description

Thu Jan 1 00:01:26 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:52:05 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:52:30 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:58:00 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:58:26 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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risc19
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Re: Huge packet loss and ping issue at peak times

Power levels on the downstream are too high.

You will need an engineer to adjust them.

Lets hope that all it is, but it may be worth setting up a BQM from think broadband.

It can really help.

My Broadband Ping - Virgin Gig1 (router mode)
Akua_A
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Re: Huge packet loss and ping issue at peak times

Hi @RhysD,

 

Welcome to our community forums and thank you for your first posts. 

 

Sorry to hear you have been experiencing these ongoing issues. This is not the best service we look to provide to a new customer. We want to do our best to help. I have sent you a private message regarding this. Please look out for the purple envelope on the right hand side of the page and provide a response.

 

Many thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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