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Roland451
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Latency and jitter problems IP routing?

Hi

It looks like I am suffering from oversubscription in my area as I have the usual high latency and jitter during daytime hours and it settles at night. I have raised the issue with technical support on the phone and via the APP but have been told (everything is green) by a member of the technical team who didn't know what latency meant nor what a PING was. So long as I had the advertised speed, its fine! 

Anyway, does anyone know if the IP address adjacent to each other will be in the same area connected to the same cabinet and hardware (CMTS etc.) and hence also subject to the same contention issues?

For example using fake IPs 192.168.34.91 would be connected to the same hardware as 192.168.34.90 and 192.168.34.92? 

 

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MikeRobbo
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Alessandro Volta
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Re: Latency and jitter problems IP routing?

Starting with the easy one, adjacent WAN IPs can be counties apart, their location is random.

As for the Latency and jitter problem.

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Latency and jitter problems IP routing?

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Roland451
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Re: Latency and jitter problems IP routing?

Downstream

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

1435000000-2.238256 qam36
22350000000.738256 qam13
32430000000.438256 qam14
42510000000.238256 qam15
52590000000.238256 qam16
62670000000.238256 qam17
7275000000038256 qam18
82830000000.238256 qam19
92910000000.238256 qam20
102990000000.238256 qam21
11307000000040256 qam22
12315000000-0.238256 qam23
13323000000-0.438256 qam24
14347000000-138256 qam25
15355000000-1.438256 qam26
16363000000-1.540256 qam27
17371000000-1.438256 qam28
18379000000-138256 qam29
19387000000-1.238256 qam30
20395000000-1.538256 qam31
21403000000-1.738256 qam32
22411000000-1.738256 qam33
23419000000-240256 qam34
24427000000-2.238256 qam35



Downstream bonded channels

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

1Locked38.9140
2Locked38.990
3Locked38.6100
4Locked38.9120
5Locked38.6140
6Locked38.9120
7Locked38.6120
8Locked38.980
9Locked38.9200
10Locked38.6230
11Locked40.3200
12Locked38.9230
13Locked38.980
14Locked38.9170
15Locked38.9170
16Locked40.390
17Locked38.980
18Locked38.9100
19Locked38.9190
20Locked38.9210
21Locked38.980
22Locked38.9150
23Locked40.3150
24Locked38.9200

 

Upstream bonded channels

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

16030000242512064 qam1
23939998339512064 qam4
34620003440512064 qam3
45370000740.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000

 

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Roland451
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Re: Latency and jitter problems IP routing?

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Roland451
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Re: Latency and jitter problems IP routing?

ping.JPG

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MikeRobbo
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Re: Latency and jitter problems IP routing?

Your >> BQM << is showing typical signs of over utilisation which is only to be expected with so many people schooling and working from home.

A good friend of the forums @Andruser has commented on the forum about similar problems to yours ...

https://community.virginmedia.com/t5/Speed/Advice-on-stats-etc/td-p/4555347/page/2

https://community.virginmedia.com/t5/Networking-and-WiFi/Poor-BQM/m-p/4557860#M365466

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Roland451
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Re: Latency and jitter problems IP routing?

Update

So after a second call with technical support and speaking to someone who did know what latency was, an engineer was booked out to take a look. This took 3 days for the engineer to arrive and as soon as I mentioned BQM to him, he put his tool kit down, didn't bother looking at any of the hardware in the house and said its likely over utilisation. He then phoned someone else on technical support and they told him immediately that traffic coming through my local street cabinet was at 16.58% over utilised 80% of the day.

Since this was above 10% and this was the first time it has been reported, they have to log the issue and do something about it. Firstly by not selling any more services that connect to that cabinet in my area. I was then told to leave the issue for a couple of days then call technical support again to see what the "plan" would be to fix the issue and also receive compensation for loss of services.

Why they had to send an engineer out I will never know, because they knew before hand that that cabinet was over utilised and basically waited until someone complained. They have also continued to connect new services to the cabinet. Finally to really top things off, when I first called, they tried to upsell me to 350mbit which would likely make the problem worse for not just me, but everyone else on the same connection!!!

So in summary

1. The virgin media call centre technical staff have a severe quality problem. It really depends on who you get to speak with. Some staff do not understand the basics of networks or terminology. This becomes incredibly frustrating, because you can't then have the problem taken to the next step.

2. They try to upsell you to other packages that their marketing team have matched against verticals. For example 350mbit is our gaming service because its fast! However technically this is not true at all. Gaming does not require large amounts of data, it is the latency, jitter and packet loss metrics which are far more crucial and if Virgin would offer a "gaming service" that would put in place QOS and packet shaping for network traffic, then that would be far more aligned to the customers needs. This applies to any service that requires data to arrive in a timely manner and not go missing. Video calls can also stutter.

3. The engineer who arrived was very technical, quick and immediately raised the issue further. Just a bit of a waste coming out to tell me its utilisation issue. There is also a risk of spreading Covid since the engineer had visited 13 other houses before mine.

4. Virgin knew it was over utilised since this check is carried out by Virgins internal systems. It really did not need an engineer to come to my home. Why the technical support on the phone couldn't check this when I first called is strange.

5. Even though virgin media knew about the network issues, they have continued to sell services. So if you feel that you have the same issue which by the looks of the messages on here, there are a lot of you, then raise the problem with them straight away.

I have says thanks to Andruser, his posts are very useful and this forum has helped a lot in understanding what has been going on. The thinkbroadband BQM monitor is invaluable.

Hope my experience will be useful to others.