on 15-10-2021 17:35
I have been experiencing very high latency and not only that but spiking latency meaning that I can't use video conferencing services or online game.
I am on a Hub 4. I don't know if there is a debug output I can post.
I have been through all of the support recommendations (reboots, remote reboots, diagnostics on the router, diagnostics on the online portal) and all report "no known issues".
I see a ton of people on this forum describe this same issue but have yet to find a resolution.
I have been advised by VM Twitter to post on this forum https://twitter.com/virginmedia/status/1449039305423392776?s=20
Below is my BQM for the past day. It's very much like this and worse for the past week.
Does anyone (at Virgin Media) know what you or I can try in order to resolve this?
on 15-10-2021 18:10
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 15-10-2021 18:23
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 7.3 | 39 | QAM256 | 25 |
10 | 211000000 | 8.9 | 39 | QAM256 | 10 |
11 | 219000000 | 9 | 39 | QAM256 | 11 |
12 | 227000000 | 9 | 38.6 | QAM256 | 12 |
13 | 235000000 | 8.6 | 38.6 | QAM256 | 13 |
14 | 243000000 | 8.3 | 38.6 | QAM256 | 14 |
15 | 251000000 | 8.4 | 38.6 | QAM256 | 15 |
16 | 259000000 | 8.6 | 39 | QAM256 | 16 |
17 | 267000000 | 8.5 | 38.6 | QAM256 | 17 |
18 | 275000000 | 8.1 | 39 | QAM256 | 18 |
19 | 283000000 | 7.6 | 39 | QAM256 | 19 |
20 | 291000000 | 7.7 | 39 | QAM256 | 20 |
21 | 299000000 | 8.6 | 39 | QAM256 | 21 |
22 | 307000000 | 8.5 | 39 | QAM256 | 22 |
23 | 315000000 | 8.4 | 39 | QAM256 | 23 |
24 | 323000000 | 7.8 | 38.6 | QAM256 | 24 |
26 | 339000000 | 7.1 | 39 | QAM256 | 26 |
27 | 347000000 | 7.2 | 39 | QAM256 | 27 |
28 | 355000000 | 8 | 39 | QAM256 | 28 |
29 | 363000000 | 7.8 | 38.6 | QAM256 | 29 |
30 | 371000000 | 7.3 | 39 | QAM256 | 30 |
31 | 379000000 | 6.9 | 38.6 | QAM256 | 31 |
32 | 387000000 | 6.6 | 39 | QAM256 | 32 |
33 | 395000000 | 6.3 | 38.6 | QAM256 | 33 |
34 | 403000000 | 6.6 | 39 | QAM256 | 34 |
35 | 411000000 | 7 | 38.6 | QAM256 | 35 |
36 | 419000000 | 7 | 39 | QAM256 | 36 |
37 | 427000000 | 6.3 | 38.6 | QAM256 | 37 |
38 | 435000000 | 6.2 | 39 | QAM256 | 38 |
39 | 443000000 | 6.4 | 38.6 | QAM256 | 39 |
40 | 451000000 | 6.9 | 39 | QAM256 | 40 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.605377 | 3 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.605377 | 8 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.983261 | 0 | 0 |
21 | Locked | 38.983261 | 6 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.983261 | 7 | 0 |
24 | Locked | 38.605377 | 3 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
32 | Locked | 38.983261 | 0 | 0 |
33 | Locked | 38.605377 | 0 | 0 |
34 | Locked | 38.983261 | 0 | 0 |
35 | Locked | 38.605377 | 7 | 0 |
36 | Locked | 38.983261 | 3 | 0 |
37 | Locked | 38.605377 | 0 | 0 |
38 | Locked | 38.983261 | 0 | 0 |
39 | Locked | 38.605377 | 0 | 0 |
40 | Locked | 38.983261 | 2 | 0 |
3.1 Downstream channels
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 39 | -0.7 | 462222 | 0 |
on 15-10-2021 18:23
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 28.5 | 5120 KSym/sec | 64QAM | 12 |
2 | 46200000 | 28.5 | 5120 KSym/sec | 64QAM | 11 |
3 | 53700000 | 29.5 | 5120 KSym/sec | 64QAM | 10 |
4 | 60300000 | 30 | 5120 KSym/sec | 64QAM | 9 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 15-10-2021 18:24
Network Log
Time Priority Description
Mon 06/09/2021 16:12:04 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 07/09/2021 18:08:47 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 10/09/2021 17:10:47 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 10/09/2021 17:10:47 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 10/09/2021 21:27:11 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 13/09/2021 23:11:55 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 13/09/2021 23:11:55 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 17/09/2021 11:11:55 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 17/09/2021 11:11:55 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 20/09/2021 17:53:07 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 20/09/2021 23:11:55 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 20/09/2021 23:11:55 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 21/09/2021 18:29:43 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 22/09/2021 16:41:17 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 24/09/2021 11:11:56 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 24/09/2021 11:11:56 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 27/09/2021 23:11:56 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 27/09/2021 23:11:56 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 28/09/2021 12:44:09 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:14:39 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:14:41 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:16:37 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:17:20 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:20:00 | 5 | B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:20:05 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:21:50 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:21:53 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:22:50 | 5 | Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:22:50 | 5 | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 29/09/2021 09:23:20 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 30/09/2021 00:09:13 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 02/10/2021 11:40:32 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 02/10/2021 11:40:33 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 05/10/2021 23:40:32 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 05/10/2021 23:40:32 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 07/10/2021 15:08:55 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 07/10/2021 16:05:58 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 09/10/2021 11:40:32 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 09/10/2021 11:40:32 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 10/10/2021 11:05:43 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 10/10/2021 16:49:21 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon 11/10/2021 05:40:26 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 13/10/2021 14:14:49 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 13/10/2021 14:14:50 | 6 | DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 14/10/2021 12:06:33 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 14/10/2021 16:09:50 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 14/10/2021 18:50:24 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 15/10/2021 08:48:34 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
15-10-2021 18:34 - edited 15-10-2021 18:35
What devices have you got connected to the Hub4 on ethernet cables? Disconnect them all for a couple of hours to see if the BQM "cleans up". If it does - add the connections back, one by one, until the BQM goes pear shaped and then you will know where the issues lays.
If it doesnt clean up then you will need VM input to look at the connection
on 15-10-2021 18:52
on 15-10-2021 20:39
An odd sounding question, but with a good reason: There will normally be a brown plastic box on the outside wall - is there a plugged in power supply inside the house with a power cable that runs to that? And is that brown plastic wall box either near enough an 8 inch square, or more of an upright rectangle about four inches wide and seven inches high?
on 15-10-2021 20:49
There is a taller than wide brown box on the wall, yes. I don't think it has a plug inside though.
on 16-10-2021 08:16
That box shape and lack of power supply indicates that VM's local network is coax cables all the way back to the cabinet (if the box were square, then it usually indicates fibre optic cables, and the fibre optic node also needs a PSU). And the reason that matters for your problem is because coax needs a higher minimum upstream power level than fibre optic. Your hub data shows a 28-30 dBmV upstream power, and on coax that needs to be higher, in the 35-48 dBmV range. That could be an area fault that is already being investigated, but if not then you'll need a technician to come and sort that out. I'll mark this for staff to take a look and advise.