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Rod-IT
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Internet latency and upstream channels

So first of all, i am posting here and not making a call to VM because i know we are all under pressures at the moment and other people can contribute here, i believe i may need a visit or someone to attend a cab to investigate based on other topics of similar issues, but let's see.

So for the past 5 months i have been working form home and getting on with things as best i can, however more and more frequently i am noticing buffering or drop outs (even during seemingly idle internet connection 300kbs-400kbps total use), to the point i have started to diagnose and collate information myself, thinking - what did i change that could cause this.

So i am using my router in modem only mode and running PfSense as my firewall and router, typically over the last few weeks possibly longer (I am not always at the computer to check, but have since setup some monitors), i am noticing high latency and sometimes disconnections on the WAN, this is typically every hour give or take 10 minutes (50-70 minute intervals), sometimes it's just latency and other times it's an actual drop, it only lasts 1-2 minutes but it's starting to feel more frequent.

I did also upgrade Pfsense to 2.4.5p1 as there was a latency bug in 2.4.5, I've posted over there on their forums and they refer me to the ISP as the cause.

I've checked all sorts including the cables being finger tight and so on, i dont think the issues are related to the cables, i did remove a splitter but that didn't make any difference (3.5db), there is a 10bd fpa connected in the back of the router then the cable, no other splitters.

My downstream connections are in the -2.2 to 0 range for all 24 but my upstream channels, of which there is only 2, show as 4.3 and 4.4 respectively (I know this needs to be x10 due to a bug, so they seem ok, but there is only 2 of them).

I am guessing the fact i only have 2 upstream channels may be related to why i am having issues.

I am also showing high rs both pre and post errors, but the router has not been rebooted in some time (38417 / 12318 and 17903 / 11345 respectively)

I also notice the following in the logs

RCS Partial Service;CM

SYNC Timing Synchronization failure - Loss of Sync

 

Advice?

 

I can post the logs if needed, but i assume the above to be enough to agree that something needs a visit..

FYI I've been a VM customer for some 20 years, ranging back to C&W days, Nynex and so on, I've had 3, perhaps 4 issues that have been requirements to raise a call, all of which were always at the cabinet.

Looking forward to a resolve.

 

EDIT: SH3, Vivid350

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MikeRobbo
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Message 2 of 11
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Re: Internet latency and upstream channels

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

If everything above is OK we need do some troubleshooting; to start with …

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 can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM 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 then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Rod-IT
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Message 3 of 11
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Re: Internet latency and upstream channels

Sorry, i didn't post much more as my first topic was already getting carried away.

BQM

Not a lot to look at currently as i only set this up today and since removing the splitter with 3.5db things are slightly improved, but i still only have 2 upstream channels.

You can ignore the first red block, i had not enabled WAN pings at the time (Whoops).

No known issues in my area, i always check their first, but this has been going on a while now.

Accessing the router status page is also hit and miss, i did think this was a PfSense firewall issue, but it lets me to it every time the internet drops, but less when the internet is working, the IP is not even really pingable (again this could still be a PfSense issue, but i dont believe so).

I will post the logs next as a separate post.

 

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Rod-IT
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Re: Internet latency and upstream channels

 

Downstream

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

258750000

-0.9

37

256 qam

16

2

138750000

0.7

37

256 qam

1

3

146750000

0.2

38

256 qam

2

4

154750000

0

38

256 qam

3

5

162750000

0

38

256 qam

4

6

170750000

0

37

256 qam

5

7

178750000

0

38

256 qam

6

8

186750000

0.2

38

256 qam

7

9

194750000

0.2

38

256 qam

8

10

202750000

0.2

38

256 qam

9

11

210750000

0.4

38

256 qam

10

12

218750000

0.4

38

256 qam

11

13

226750000

0

37

256 qam

12

14

234750000

-0.2

38

256 qam

13

15

242750000

-0.2

38

256 qam

14

16

250750000

-0.7

38

256 qam

15

17

266750000

-1.7

38

256 qam

17

18

274750000

-1.5

38

256 qam

18

19

282750000

-1.4

38

256 qam

19

20

290750000

-1.4

37

256 qam

20

21

298750000

-1.7

38

256 qam

21

22

306750000

-2.2

38

256 qam

22

23

314750000

-2.2

38

256 qam

23

24

322750000

-2

37

256 qam

24

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

38417

12318

2

Locked

37.3

17903

11345

3

Locked

38.9

32924

11095

4

Locked

38.9

22314

9302

5

Locked

38.9

29140

24937

6

Locked

37.6

34176

10394

7

Locked

38.6

23329

8637

8

Locked

38.6

12805

11248

9

Locked

38.6

12002

14971

10

Locked

38.6

10742

8350

11

Locked

38.9

9363

8585

12

Locked

38.9

8029

7527

13

Locked

37.6

9555

8326

14

Locked

38.9

42386

39501

15

Locked

38.9

31863

16840

16

Locked

38.6

19826

16223

17

Locked

38.6

49815

14870

18

Locked

38.6

51149

14194

19

Locked

38.9

37125

11586

20

Locked

37.6

27229

11295

21

Locked

38.6

13215

10359

22

Locked

38.6

18946

10445

23

Locked

38.6

18032

11204

24

Locked

37.3

16304

14323

 

Upstream

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400009

4.375

5120

64 qam

2

2

46199960

4.4

5120

64 qam

1

 

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

 

 

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Emily_G
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Message 5 of 11
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Re: Internet latency and upstream channels

Thanks for the post, how is your connection today?

 

Do you have any third party equipment attached to the connection? If so, can you remove these and let us know how things are? 

 

Thanks, Emily.

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Rod-IT
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Message 6 of 11
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Re: Internet latency and upstream channels

Honestly - I've not been at the PC much today, I've had the occasional music streaming, but these often buffer ahead of time so if there has been any blips i didn't notice them.

The link above to my BQM shows latency still and consistently as described (it's a live link so look at it at will)

I've had the modem connected to a PC directly and back in router mode with the same issues, I will also confirm i do not have any speed issues, both downloads and uploads seem to be just fine and I've tried multiple times on different days to rule out peak usage, site location and general traffic.

To note i did post in the forum for my router/firewall first to rule out my kit, and the response is this is an ISP issue. During working with those guys, i had removed their firewall completely (as above, back in modem only to a single device - as asked by them and as done in the past).

I also have over 20 years in the IT field myself, so troubleshooting and ruling out what it could be is always done first before I take my issue to public forums or other people, in the above case, ruling out my setup first before raising my issue here, with the ISP.

I'm still curious as to why i only have 2 upstream channels and if this has any effect on the behaviour.

 

Also note, my issue is ONLY WAN side, LAN and Wi-Fi is not affected, pings to your gateway IP fluctuate between 10ms and 50ms on average but when the high latency hits, it can disappear completely.

 

I have changed the ethernet cable between the modem and the firewall i use and i have changed the physical NIC in use too to rule those both out

 

 

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legacy1
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Message 7 of 11
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Re: Internet latency and upstream channels

Do a BQM with a PC to the hub in modem mode over night and post what you get.

If you have anything downloading or uploading when doing this test you will ping high.

---------------------------------------------------------------
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Rod-IT
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Message 8 of 11
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Re: Internet latency and upstream channels

It's on my list of things to do, but not tonight i dont have time to re-run cables for this. Part of opting to have my own setup and using the router in modem only mode comes down to having a better understanding of things, the average user is unlikely to do this as they simply want internet.

I rarely have anything downloading or uploading over night, I'd get away with 1Mbit connection, but that's besides the point.

When i do need the speed, either up or down it is there, it's just this latency spike and I'm not alone with this, look at other posters on this forum.

When i find time to run cables during trying to work from home and troubleshoot this from every angle i can think of, i will do so.

I had also planned to block all internet access in and out from my VLANs (in the current setup) and leave only the firewall to deal with pings from BQM.

 

 

 

 

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Rod-IT
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Message 9 of 11
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Re: Internet latency and upstream channels

Just so people know i have not ran away - work has been busy and time is limited.

The issue is still there, even with running it direct on a laptop, however since doing that, it's a lot less, i still get spikes even when idle but they are not ever hour like they was and they are not as high - i can't honestly say why as nothing has changed apart from removing my firewall and plugging in the device direct over night then putting it back in my original setup - NB, the spike happened both ways, but has since been a lot less.

I'll keep my eye on it as best i can and update as needed.

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David_Bn
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Message 10 of 11
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Re: Internet latency and upstream channels

Hi Rod-It

 

Thanks for coming back me us.

 

Looking at the hub, it shows there are only 2 upstream channels as appose to be the usual 4

 

I've booked a tech for you and will advise you when we will arrive at your property

 

Check out the purple envelope in the top right hand corner for my PM

 

Kindest regards,

 

David_Bn

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