Menu
Reply
craigmdennis
  • 10
  • 0
  • 0
Tuning in
500 Views
Message 1 of 26
Flag for a moderator

Latency Spikes

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.

My Broadband Ping - Virgin Media

 

Does anyone (at Virgin Media) know what you or I can try in order to resolve this?

0 Kudos
Reply
Andrew-G
  • 8.15K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
455 Views
Message 2 of 26
Flag for a moderator

Re: Latency Spikes

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
craigmdennis
  • 10
  • 0
  • 0
Tuning in
449 Views
Message 3 of 26
Flag for a moderator

Re: Latency Spikes

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

253310000007.339QAM25625
102110000008.939QAM25610
11219000000939QAM25611
12227000000938.6QAM25612
132350000008.638.6QAM25613
142430000008.338.6QAM25614
152510000008.438.6QAM25615
162590000008.639QAM25616
172670000008.538.6QAM25617
182750000008.139QAM25618
192830000007.639QAM25619
202910000007.739QAM25620
212990000008.639QAM25621
223070000008.539QAM25622
233150000008.439QAM25623
243230000007.838.6QAM25624
263390000007.139QAM25626
273470000007.239QAM25627
28355000000839QAM25628
293630000007.838.6QAM25629
303710000007.339QAM25630
313790000006.938.6QAM25631
323870000006.639QAM25632
333950000006.338.6QAM25633
344030000006.639QAM25634
35411000000738.6QAM25635
36419000000739QAM25636
374270000006.338.6QAM25637
384350000006.239QAM25638
394430000006.438.6QAM25639
404510000006.939QAM25640



3.0 Downstream channels

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

25Locked38.98326100
10Locked38.98326100
11Locked38.98326100
12Locked38.60537730
13Locked38.60537700
14Locked38.60537700
15Locked38.60537780
16Locked38.98326100
17Locked38.60537700
18Locked38.98326100
19Locked38.98326100
20Locked38.98326100
21Locked38.98326160
22Locked38.98326100
23Locked38.98326170
24Locked38.60537730
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.60537700
30Locked38.98326100
31Locked38.60537700
32Locked38.98326100
33Locked38.60537700
34Locked38.98326100
35Locked38.60537770
36Locked38.98326130
37Locked38.60537700
38Locked38.98326100
39Locked38.60537700
40Locked38.98326120


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked39-0.74622220

 

Tags (2)
0 Kudos
Reply
craigmdennis
  • 10
  • 0
  • 0
Tuning in
447 Views
Message 4 of 26
Flag for a moderator

Re: Latency Spikes

3.0 Upstream channels

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

13940000028.55120 KSym/sec64QAM12
24620000028.55120 KSym/sec64QAM11
35370000029.55120 KSym/sec64QAM10
460300000305120 KSym/sec64QAM9



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000



Tags (2)
0 Kudos
Reply
craigmdennis
  • 10
  • 0
  • 0
Tuning in
446 Views
Message 5 of 26
Flag for a moderator

Re: Latency Spikes

Network Log

Time Priority Description

Mon 06/09/2021 16:12:046DHCP 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 18:08:475MIMO 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 17:10:474DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 17:10:476DHCP 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 21:27:113No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 13/09/2021 23:11:554DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 13/09/2021 23:11:556DHCP 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 11:11:554DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/09/2021 11:11:556DHCP 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 17:53:073No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/09/2021 23:11:554DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/09/2021 23:11:556DHCP 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 18:29:436CM-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 16:41:173No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 24/09/2021 11:11:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 24/09/2021 11:11:566DHCP 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 23:11:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 27/09/2021 23:11:566DHCP 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 12:44:093No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:14:395Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:14:413SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:16:373Received 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 09:17:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:20:005B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:20:053No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:21:505MIMO 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 09:21:533No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:22:505Initializing 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 09:22:505TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/09/2021 09:23:203Received 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 00:09:135MIMO 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 11:40:324DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 02/10/2021 11:40:336DHCP 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 23:40:324DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 05/10/2021 23:40:326DHCP 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 15:08:553No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 07/10/2021 16:05:586CM-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 11:40:324DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 09/10/2021 11:40:326DHCP 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 11:05:433No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 10/10/2021 16:49:215MIMO 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 05:40:263No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/10/2021 14:14:494DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 13/10/2021 14:14:506DHCP 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 12:06:336CM-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 16:09:503No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 14/10/2021 18:50:246CM-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 08:48:343No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tags (2)
0 Kudos
Reply
jbrennand
  • 26.45K
  • 2.7K
  • 4.9K
Very Insightful Person
Very Insightful Person
441 Views
Message 6 of 26
Flag for a moderator

Re: Latency Spikes

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
legacy1
  • 17.1K
  • 733
  • 1.71K
Alessandro Volta
433 Views
Message 7 of 26
Flag for a moderator

Re: Latency Spikes

Or connect a PC to the hub in modem mode and setup a new BQM over night.

---------------------------------------------------------------
0 Kudos
Reply
Andrew-G
  • 8.15K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
403 Views
Message 8 of 26
Flag for a moderator

Re: Latency Spikes

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?

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
craigmdennis
  • 10
  • 0
  • 0
Tuning in
400 Views
Message 9 of 26
Flag for a moderator

Re: Latency Spikes

There is a taller than wide brown box on the wall, yes. I don't think it has a plug inside though. 

0 Kudos
Reply
Andrew-G
  • 8.15K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
355 Views
Message 10 of 26
Flag for a moderator

Re: Latency Spikes

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply