Virgin Media Community

[samhat]

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.

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[samhat]

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

[samhat]

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.

[lotharmat]

Only one upstream channel with far too high power!

As you've pin-hole reset your hub; VM Staff would need to book an engineer as that is a poorly connection!

There are 2 options:

1. wait it out on here (can take a day or so)
2. Phone it in:
You could call it in as a fault on 150 (or 0345b 454 1111 if no VM Home phone)
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person - tell them about the 1 upstream channel and the unacceptable amount of PostRS errors!

[jpeg1]

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.

[samhat]

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.

[jpeg1]

Hold it down for 30 seconds and wait for it to come back. Don't reboot.

[lotharmat]

The senior engineer who came to me said - hold it until the light goes out - that way you know it has been a proper reset - this can take between a couple of seconds and 30 seconds.

[samhat]

Okay, so I definitely resetted correctly. Then I'll call it in as a fault.

Again, many thanks all!