on 07-07-2021 09:59
Hi, over the past few weeks I have been periodically experiencing extremely high latencies on my broadband. This week it seems to have become much worse as I am working from home. Here is an example from ping from a few minutes ago:
64 bytes from 8.8.8.8: icmp_seq=259 ttl=115 time=12069 ms
64 bytes from 8.8.8.8: icmp_seq=260 ttl=115 time=11027 ms
64 bytes from 8.8.8.8: icmp_seq=262 ttl=115 time=8947 ms
64 bytes from 8.8.8.8: icmp_seq=263 ttl=115 time=7907 ms
64 bytes from 8.8.8.8: icmp_seq=264 ttl=115 time=6867 ms
64 bytes from 8.8.8.8: icmp_seq=265 ttl=115 time=5827 ms
64 bytes from 8.8.8.8: icmp_seq=266 ttl=115 time=4789 ms
64 bytes from 8.8.8.8: icmp_seq=267 ttl=115 time=3757 ms
64 bytes from 8.8.8.8: icmp_seq=268 ttl=115 time=2733 ms
64 bytes from 8.8.8.8: icmp_seq=269 ttl=115 time=1698 ms
64 bytes from 8.8.8.8: icmp_seq=270 ttl=115 time=670 ms
It then returns to a good 15 ms latency. This occurs every few minutes and completely disrupts video calls.
I have replicated this problem across two laptops and also over the wired connection. I have performed a pinhole reset of my Hub 3 but to no avail. My Virgin Media also reports no known issues.
This is in the Reading area.
on 07-07-2021 10:14
on 07-07-2021 10:45
Thanks for the quick reply lotharmat.
Status:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 723000000 | Locked |
Ranged Upstream Channel (Hz) | 39400014 | Locked |
Provisioning State | Online |
Downstream:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 723000000 | -4.7 | 38 | 256 qam | 40 |
2 | 539000000 | -1.5 | 40 | 256 qam | 17 |
3 | 547000000 | -1.7 | 40 | 256 qam | 18 |
4 | 555000000 | -1.7 | 40 | 256 qam | 19 |
5 | 563000000 | -2 | 40 | 256 qam | 20 |
6 | 571000000 | -2.2 | 40 | 256 qam | 21 |
7 | 579000000 | -2.5 | 38 | 256 qam | 22 |
8 | 587000000 | -2.5 | 40 | 256 qam | 23 |
9 | 595000000 | -2.5 | 40 | 256 qam | 24 |
10 | 603000000 | -2.5 | 40 | 256 qam | 25 |
11 | 611000000 | -2.5 | 40 | 256 qam | 26 |
12 | 619000000 | -2.9 | 38 | 256 qam | 27 |
13 | 627000000 | -3 | 39 | 256 qam | 28 |
14 | 635000000 | -3 | 38 | 256 qam | 29 |
15 | 643000000 | -2.5 | 40 | 256 qam | 30 |
16 | 651000000 | -2.4 | 40 | 256 qam | 31 |
17 | 659000000 | -2.5 | 40 | 256 qam | 32 |
18 | 667000000 | -2.7 | 40 | 256 qam | 33 |
19 | 675000000 | -3.2 | 38 | 256 qam | 34 |
20 | 683000000 | -3 | 40 | 256 qam | 35 |
21 | 691000000 | -2.9 | 40 | 256 qam | 36 |
22 | 699000000 | -2.9 | 40 | 256 qam | 37 |
23 | 707000000 | -3.2 | 40 | 256 qam | 38 |
24 | 715000000 | -4.2 | 38 | 256 qam | 39 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7535 | 123199 |
2 | Locked | 40.9 | 9764 | 103133 |
3 | Locked | 40.9 | 9484 | 102900 |
4 | Locked | 40.9 | 8312 | 105745 |
5 | Locked | 40.9 | 8263 | 108180 |
6 | Locked | 40.3 | 8107 | 108980 |
7 | Locked | 38.9 | 8108 | 109310 |
8 | Locked | 40.9 | 8129 | 113615 |
9 | Locked | 40.9 | 8264 | 113990 |
10 | Locked | 40.9 | 8257 | 111597 |
11 | Locked | 40.9 | 8368 | 111525 |
12 | Locked | 40.3 | 7951 | 111009 |
13 | Locked | 40.3 | 7589 | 116145 |
14 | Locked | 38.9 | 8094 | 113538 |
15 | Locked | 40.3 | 8121 | 114905 |
16 | Locked | 40.3 | 8371 | 115011 |
17 | Locked | 40.3 | 8399 | 113147 |
18 | Locked | 40.3 | 8053 | 115374 |
19 | Locked | 38.9 | 7949 | 116388 |
20 | Locked | 40.9 | 7687 | 117013 |
21 | Locked | 40.9 | 8227 | 113835 |
22 | Locked | 40.3 | 8220 | 113724 |
23 | Locked | 40.3 | 7823 | 114780 |
24 | Locked | 38.9 | 7827 | 121586 |
Upstream:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400014 | 57 | 5120 | 64 qam | 12 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
Configuration:
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | 3254k;fg87dsfd;kfoA,.iyew |
Primary Downstream Service Flow
SFID | 25946 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 25945 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
on 07-07-2021 10:45
Network log:
Network Log
Time Priority Description
07/07/2021 09:40:34 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:40:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:40:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:40:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:40:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:40:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:37:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:37:45 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:29:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:29:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:26:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:26:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:24:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:24:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:23:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:23:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:21:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:21:13 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:15:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/07/2021 09:15:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
I'll post the BQM results once it's run for a while.
on 07-07-2021 10:51
on 07-07-2021 10:51
Your connection is sick. Very noisy with huge numbers of uncorrected errors. Only one upstream channel, at excessive signal level.
Call it in as a fault.
on 07-07-2021 10:55
Thanks so much both. Just to check: when I did a pinhole reset I only had to hold it down for 5 seconds before the light turned off. Was this actually a genuine reset? Or do I need to hold it down for longer? If so I can try that first before calling it in as a fault.
on 07-07-2021 11:16
Hold it down for 30 seconds and wait for it to come back. Don't reboot.
on 07-07-2021 11:23
on 07-07-2021 11:29
Okay, so I definitely resetted correctly. Then I'll call it in as a fault.
Again, many thanks all!