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samhat
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Latencies of up to 20000ms

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.

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lotharmat
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Message 2 of 33
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Re: Latencies of up to 20000ms

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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samhat
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Re: Latencies of up to 20000ms

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

1723000000-4.738256 qam40
2539000000-1.540256 qam17
3547000000-1.740256 qam18
4555000000-1.740256 qam19
5563000000-240256 qam20
6571000000-2.240256 qam21
7579000000-2.538256 qam22
8587000000-2.540256 qam23
9595000000-2.540256 qam24
10603000000-2.540256 qam25
11611000000-2.540256 qam26
12619000000-2.938256 qam27
13627000000-339256 qam28
14635000000-338256 qam29
15643000000-2.540256 qam30
16651000000-2.440256 qam31
17659000000-2.540256 qam32
18667000000-2.740256 qam33
19675000000-3.238256 qam34
20683000000-340256 qam35
21691000000-2.940256 qam36
22699000000-2.940256 qam37
23707000000-3.240256 qam38
24715000000-4.238256 qam39



Downstream bonded channels

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

1Locked38.97535123199
2Locked40.99764103133
3Locked40.99484102900
4Locked40.98312105745
5Locked40.98263108180
6Locked40.38107108980
7Locked38.98108109310
8Locked40.98129113615
9Locked40.98264113990
10Locked40.98257111597
11Locked40.98368111525
12Locked40.37951111009
13Locked40.37589116145
14Locked38.98094113538
15Locked40.38121114905
16Locked40.38371115011
17Locked40.38399113147
18Locked40.38053115374
19Locked38.97949116388
20Locked40.97687117013
21Locked40.98227113835
22Locked40.38220113724
23Locked40.37823114780
24Locked38.97827121586

 

Upstream:

Upstream bonded channels

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

13940001457512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

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

SFID25946
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID25945
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

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samhat
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Re: Latencies of up to 20000ms

Network log:

Network Log

Time Priority Description

07/07/2021 09:40:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:40:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:40:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:40:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:40:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:40:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:37:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:37:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:29:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:29:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:26:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:26:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:24:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:24:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:23:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:23:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:21:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:21:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:15:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 09:15:41criticalSYNC 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.

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lotharmat
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Message 5 of 33
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Re: Latencies of up to 20000ms

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jpeg1
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Message 6 of 33
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Re: Latencies of up to 20000ms

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.

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samhat
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Message 7 of 33
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Re: Latencies of up to 20000ms

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.

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jpeg1
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Message 8 of 33
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Re: Latencies of up to 20000ms

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

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lotharmat
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Message 9 of 33
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Re: Latencies of up to 20000ms

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.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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samhat
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Message 10 of 33
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Re: Latencies of up to 20000ms

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

Again, many thanks all!

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