Virgin Media Community

[QmunkE]

Have been seeing high ping spikes (intermittent but frequent, jumps from 20 to around 200) when gaming. Wired CAT6 connection to Hub3.0 box, 200M connection (speed is fine, just ping issues).

Connection logs:

Network Log

Time Priority Description

02/04/2022 07:51:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 07:09:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2022 07:09:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2022 12:57:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2022 20:28:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2022 20:33:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 19:09:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 19:09:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 14:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 06:09:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2022 06:09:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2022 12:01:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 18:09:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2022 18:09:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 20:14:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 09:03:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 09:03:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 08:33:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 08:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2022 11:33:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream

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

1	467000000	3.5	38	256 qam	8
2	411000000	2.5	38	256 qam	1
3	419000000	2.5	38	256 qam	2
4	427000000	2.9	38	256 qam	3
5	435000000	3.2	38	256 qam	4
6	443000000	3.5	38	256 qam	5
7	451000000	3.7	38	256 qam	6
8	459000000	3.5	38	256 qam	7
9	475000000	3.2	38	256 qam	9
10	483000000	3	38	256 qam	10
11	491000000	3	38	256 qam	11
12	499000000	3	38	256 qam	12
13	507000000	3.2	38	256 qam	13
14	515000000	3.5	38	256 qam	14
15	523000000	3.5	38	256 qam	15
16	531000000	3.7	38	256 qam	16
17	539000000	3.7	38	256 qam	17
18	547000000	3.7	38	256 qam	18
19	555000000	3.7	38	256 qam	19
20	563000000	4	38	256 qam	20
21	571000000	4	38	256 qam	21
22	579000000	4	38	256 qam	22
23	587000000	4	38	256 qam	23
24	595000000	4.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	1181	0
2	Locked	38.9	1208	0
3	Locked	38.6	1322	0
4	Locked	38.6	1320	0
5	Locked	38.6	1061	0
6	Locked	38.9	939	0
7	Locked	38.9	897	0
8	Locked	38.9	970	0
9	Locked	38.6	1118	0
10	Locked	38.9	1211	0
11	Locked	38.6	1373	0
12	Locked	38.6	1496	0
13	Locked	38.9	1689	0
14	Locked	38.6	1757	0
15	Locked	38.6	1774	0
16	Locked	38.6	1909	0
17	Locked	38.9	1969	0
18	Locked	38.6	2778	0
19	Locked	38.9	2607	0
20	Locked	38.6	2931	0
21	Locked	38.6	3553	0
22	Locked	38.9	4064	0
23	Locked	38.9	3845	1
24	Locked	38.9	4745	0

Upstream bonded channels

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

1	39400000	44.3	5120	64 qam	12
2	46200000	44.3	5120	64 qam	11
3	53700000	44.3	5120	64 qam	10
4	60300000	44.3	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	8	0

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3db31c02d246ee1deaad1d98d3d6ff98cf...

[carl_pearce]

Looks like you are in an oversubscribed area.

[Serena_C]

Hi @QmunkE

Welcome to our Community Help Forum 🙂

Thanks for making your first post regarding the high ping you are experiencing when gaming, I'm sorry for any disruption this has caused to your gaming. I've ran diagnostics on our systems and there are currently no issues showing with your connection. Please can you set up a BQM at https://www.thinkbroadband.com/broadband/monitoring/quality and share the graph results with us on here so we can get a better look at what's going on.

Many thanks,

Serena

[QmunkE]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5e12e76eb5d4049189f3a78f3e295855c8...

[Steven_L]

Thanks for coming back to us with your BQM @QmunkE.

I have looked into our system and cannot see any issues that would be causing the problems that you're having. I have checked your connection and the local area as the BQM would lean towards that type of issue and there are no signs of congestion. 

Please could you try a pin hole reset of your hub and let us know if that helps at all.

Regards,

Steven_L

[QmunkE]

I have already tried a pinhole reset (it shows up in one of the bqms as a short outage), didn't seem to have made a difference.

[QmunkE]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/02f86fc728c8dee4e6013d312cedf06a44...

Still awful - please can you suggest some next steps @Steven_L?

[Martin_N]

Thank you for that information. We are sorry to hear you're continuing to have this issue. 

Can you confirm the device you're gaming on?

Can you confirm the game that you're experiencing the ping on?

^Martin

[QmunkE]

PC, noticeable in Valorant

Issue still persists in peak times:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/abd88b4edb16fd483ce5b4e99c5952a92c...

I also note this:https://www.thinkbroadband.com/news/9195-bqm-showing-peak-time-latency-issues-for-virgin-media-users

Is there any wider issue?

[Kain_W]

Hi QmunkE,

Thanks for the responses and welcome back to the community!

So sorry for the issues faced, from checking  our service I can't see any utilisation issues within the area.

To run further diagnostics I've dropped you a PM.

Thanks,