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islou
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Intermittent very high latency spikes / drops

Forgive the mega post, I've spent a ton of time browsing posts so tried to include much of whats asked for from the get go. Really appreciate any time support anyone can lend. 

After 6+ months of living with (due to work / time), battling with (on the phone support) and reading up on (here is the forum which is by far the greatest source of actual logical info!!) its time to make my own post and ask for help here as i'm fast running out of mobile data every month. 

Issue:
When its not broken, its great! Low latency, great throughput!
Frequency of occurrence varies vastly but most days its impossible to get through an hour meeting without at least a few drops outs (results vary based on application, Zoom quits and restarts, teams / webex / skype break up, robotic voices etc).

Some are very short lived and return within 10-15 seconds, other have me unusable for up to a minute. It very hard to pin down a pattern, some days are better than others. 

Progress so far:
During the Christmas break I waited it out (50+ mins) on the phone and was told there was an issue in the area: Work Order: 12148898 (Expect Completion 29th Dec). 

This slightly changed the profile of the symptoms in that before the fix, id have a ping running it would mostly stall, there would be heavy loss / contention along with any successful packets being in the minimum 600 ms range so essentially completely dead.

After the "fix":
Whilst the internet is effectively still dead during the spikes, pages wont load, calls dropped, pings up to the 300-600ms range etc etc, when staring at a ping its a softer outage than before, less are timed out / dropped and tends to recover a little faster.

So, what did you guys do for this fix and can you do more of it ? 

Setup Details : 

  • 100M Plan (between 1-2 people, W.F.H during day, perhaps netflix, etc evening)
  • HUB 3.0 (Currently in Modem Mode)
  • OpnSense Router
  • GbE wiring throughout house
  • Problem occurs on both Wired and Wireless clients
  • New build, actual Line was installed April 2020, issue has been present to varying degrees since new

BQM: Live Link 
Created earlier today (ignore initial loss that was before i allowed ICMP through firewall). 

My own ping script to hit google DNS written on Jan 5th having been kicked from all my morning meetings:

ping.png

Trouble Shooting To Date: 

  • Power Off / On Modem (off for ~5 mins from plug)
  • Confirmed all Coax connections tight
  • Tried shorter coax cable install tech left me
  • Issue occurs in both Modem and Router Modes
  • Red Light in Modem Mode, even straight after its been off and cooled down, had fans strapped to modem and got it to 19 degrees so issue not temp related. Not red in router mode.

Will post Modem Logs in a Separate message below 

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islou
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Re: Intermittent very high latency spikes / drops

Rebooted 11th Jan 11:21 AM - Modem Status & Logs :

Downstream bonded channels

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

13310000001.236256 qam25
2203000000035256 qam9
3211000000-0.235256 qam10
4219000000-0.535256 qam11
5227000000-0.735256 qam12
6235000000-0.735256 qam13
7243000000-0.935256 qam14
8251000000-1.235256 qam15
9259000000-1.235256 qam16
10267000000-0.535256 qam17
11275000000-0.735256 qam18
12283000000-0.535256 qam19
13291000000-0.535256 qam20
14299000000-0.535256 qam21
15307000000-0.435256 qam22
16315000000035256 qam23
173230000000.536256 qam24
183390000001.736256 qam26
193470000001.936256 qam27
203550000001.936256 qam28
21363000000236256 qam29
22371000000236256 qam30
233790000001.936256 qam31
243870000001.736256 qam32



Downstream bonded channels

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

1Locked36.6720
2Locked35.55740
3Locked35.55460
4Locked35.54360
5Locked35.58090
6Locked35.57210
7Locked35.58060
8Locked3516200
9Locked35.510920
10Locked35.72730
11Locked35.72260
12Locked35.72350
13Locked35.52520
14Locked35.53640
15Locked35.71650
16Locked35.71600
17Locked36.3600
18Locked36.3730
19Locked36.3410
20Locked36.6550
21Locked36.3430
22Locked36.3390
23Locked36.3590
24Locked36.3320

 

Upstream bonded channels

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

14620000046.3512064 qam3
23940003946.8512064 qam4
35370030746.8512064 qam2
46030063046.8512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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MikeRobbo
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Alessandro Volta
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Message 3 of 8
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Re: Intermittent very high latency spikes / drops

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
islou
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Message 4 of 8
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Re: Intermittent very high latency spikes / drops

Hi MikeRobbo, in case you thought i was not replying, I already posted a BQM monitor in my initial post following your instructions from another thread 🙂 

To VM staff: If the network is oversubscribed (the impression i am getting looking at other similar posts) Surely it would be better VM just reduced my and others overall speed in exchange for stability until they can solve the issue . 

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MikeRobbo
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Alessandro Volta
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Message 5 of 8
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Re: Intermittent very high latency spikes / drops

My apologies, I see it now.

Can you post the Hub Network Log please.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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islou
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Re: Intermittent very high latency spikes / drops

No worries at all, it was a link in a wall of text so easily missed! 

Full log:

Network Log

Time Priority Description

17/01/2021 00:49:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 05:16:53noticeSW download Successful - Via NMS
15/01/2021 05:13:55noticeSW Download INIT - Via NMS
13/01/2021 10:13:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 09:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 11:41:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 10:14:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 10:14:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 19:20:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 15:17:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 12:22:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 23:02:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 13:17:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 16:09:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 13:17:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 12:38:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 01:17:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 02:59:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 13:17:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 05:48:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 7 of 8
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Re: Intermittent very high latency spikes / drops

Your Hub data all looks to be in spec.

Your >> BQM << however is another matter, I think you are suffering from a WAN side Signal to Noise Ratio (SNR).

You need to contact VM to see what they say.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
islou
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Re: Intermittent very high latency spikes / drops

Thank you MikeRobbo! That begins to narrow it down.

I'll try them during the week again and post back here if I can get through to anyone. 

Current BQM graph for when Virgin Forum staff might get around to the post: 

5c3eb753d98116e157c41897385100ea3e6e422f.png

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