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Jon22
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Intermittent congestion?

Hi,

Over the last couple of weeks, I've noticed that there is occasionally what appears like congestion (average latency rises on TBB graph), usually on a Sunday. The vast majority of the time the connection is fine.

15/10/17

https://www.thinkbroadband.com/broadband/monitoring/quality/share/afe9912bab5c924100f5cb920db25d4e6db6c2a2-15-10-2017  

 I rebooted the Hub 3 after this which got it to lock on to 39.4 and 46.2MHz upstream channels. Previously on 25.8 and 32.6MHz.

Today, 29/10/17

https://www.thinkbroadband.com/broadband/monitoring/quality/share/600795ae38dab4787377a9d85b793a578fa96b94-29-10-2017

 Better but still rises in the average latency.

Downstream and upstream stats:

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

12990000000.935.7256 qam21
23230000001.436.3256 qam24
33150000001.236.3256 qam23
43070000001.236.3256 qam22
52910000000.735.7256 qam20
62830000000.936.6256 qam19
72750000000.736.3256 qam18
82670000000.936.3256 qam17
92590000000.936.6256 qam16
10251000000136.6256 qam15
112430000001.236.3256 qam14
122350000001.536.6256 qam13
132270000001.736.6256 qam12
142190000001.736.6256 qam11
152110000001.536.3256 qam10
16203000000236.6256 qam9
171950000002.736.6256 qam8
181870000003.237.3256 qam7
191790000003.436.6256 qam6
201710000003.536.6256 qam5
211630000003.737.6256 qam4
221550000004.137.3256 qam3
231470000004.637.3256 qam2
24139000000536.6256 qam1

 

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

1 46200000 ATDMA 38.5 16 qam 6400000 5120

2 39400000 ATDMA 38.5 16 qam 6400000 5120

Whilst this is happening, I can still get full download speed but the upload speed is half of what it should be. Would this indicate upstream congestion?

Would appreciate if this can be looked in to.

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jlippa
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Re: Intermittent congestion?

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Forum Team (Retired) Samantha_L
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Re: Intermittent congestion?

Hi Jon22,

 

Thanks for taking the time to post on the community.

 

Sorry to read you are having an issue with the broadband connection.

 

I've run some tests on your line/network and everything has come back as fine. There are no faults reported and the traffic on the network is running low.

 

Does this only happen on a Sunday?

Is anyone in the property upload any data at all?

I can see you are using the Hub in modem mode, is this the same when your equipment is not attached?

 

Speak soon
Sam


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Jon22
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Re: Intermittent congestion?

Hi Samantha,

As far as I'm aware, no one was uploading any data. The traffic monitor on my Asus router confirms that as well. 

It does seem to mostly occur on a Sunday but not every Sunday.

I have tried the Hub 3 in router mode, same rise in average latency occurs when it is happening, on the TBB graph.

The only real thing that I've noticed, is that when the area went from 20 to 24 downstream channels, the SNR decreased. Used to be around 38-40dB, now seems to be around high 35-high 37dB. As it's still within in the acceptable range, I guess it's nothing to be concerned with.

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Forum Team (Retired) Heather_J
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Re: Intermittent congestion?

Hi Jon22,

Thanks for the additional info Smiley Happy

Apologies again for any inconvenience caused. As Sam says everything looks normal from our end so we can continue to monitor this with you.

Let us know if anything changes.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Jon22
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Re: Intermittent congestion?

Hi,

Experiencing rises again in the average latency. Certainly seems like congestion.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0225bd89dfb48eade067fb1dff8842c626...
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Forum Team (Retired) Nicola_C
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Re: Intermittent congestion?

Hello Jon22

 

It does seem to coincide with an increase in area upstream traffic, we are monitoring the situation although overall it is not breaking our threshold for escalation.

 

Thank you

Nicola

Virgin Media Forum Team
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Jon22
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Re: Intermittent congestion?

Hi Nicola,

Thank you for the reply. Can I ask what the threshold is exactly for escalation? My concern is, that by the time it does reach the threshold, the connection will be unusable. Would it not be better to be proactive rather than reactive with ensuring there is enough capacity? Would further upstream bonding to 4 upstream channels, which I know is happening as I've seen other areas now have 3-4 bonded, help alleviate the issue? Is this work being carried out in this area?

Would you also be able to help me with chasing up a complaint that I have placed with the CEO team? The reference number is COM102028043. I've only received an acknowledgement email from them. I've not heard anything since.

Thanks.

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Forum Team (Retired) Heather_J
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Re: Intermittent congestion?

Hi Jon22, 

Thanks for keeping in touch Smiley Happy

We can't share the info on our thresholds I'm sorry. We will monitor this with you and raise it if it rises. It's possible to see an increase over the upcoming holiday period so please keep in touch. 

With regards to your complaint, as it's assigned to the CEO team, we cannot intervene, they will be in touch soon in line with our complaints code of practice. 

Thanks again for posting, 

Take care.  

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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Jon22
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Message 10 of 27
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Re: Intermittent congestion?

Back again with the same issue. On Wednesday 29th November, the Hub rebooted itself just before 3pm and changed upstream channels. Since then, everything was ok. That is until today. Once again, I'm getting rises in the average latency. Presumably down to upstream congestion again.

As you can see, download speed is not a problem, the upload is half what it should be.

U2TRe2B

Live link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e2d3998f6bb5b7f35ca6867a77f499c745e7856

 Have we yet gotten to the point where this needs to be raised? Or am I going to have to wait for some random threshold (that I can't be told about) to be breached?

 

Just to add, my complaint with the CEO still has not had a response. Quite frankly appalling customer service from the CEO team.

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