Latency is getting worse everyday...

[risc19]

Day by day my latency gets worse and worse.

Wired connection in modem mode, connected to tp link archer c4000 (all cat 6 cables).

Only 4 devices connected. 2 wired + 2 wifi.

350mb, HUB3 in Reading area.

Snap shot....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c90f3e8d3b925d928c0bcd773dcf108db...

Live....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b458c524725278d2e9cee955d93abc2c53616c62

Downstream bonded channels

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

1	723000000	4.5	40	256 qam	40
2	539000000	5.8	40	256 qam	17
3	547000000	5.5	40	256 qam	18
4	555000000	5.5	40	256 qam	19
5	563000000	5.6	40	256 qam	20
6	571000000	5.5	40	256 qam	21
7	579000000	5.5	40	256 qam	22
8	587000000	5.8	40	256 qam	23
9	595000000	5.6	40	256 qam	24
10	603000000	5.5	40	256 qam	25
11	611000000	5.1	40	256 qam	26
12	619000000	4.5	40	256 qam	27
13	627000000	5.3	40	256 qam	28
14	635000000	5	38	256 qam	29
15	643000000	4.8	38	256 qam	30
16	651000000	5.1	40	256 qam	31
17	659000000	4.9	40	256 qam	32
18	667000000	4.9	38	256 qam	33
19	675000000	4.8	38	256 qam	34
20	683000000	4.9	40	256 qam	35
21	691000000	5	40	256 qam	36
22	699000000	4.5	40	256 qam	37
23	707000000	4.6	40	256 qam	38
24	715000000	4.5	40	256 qam	39

Downstream bonded channels

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

1	Locked	40.3	45	0
2	Locked	40.3	29	0
3	Locked	40.3	28	0
4	Locked	40.3	27	0
5	Locked	40.9	34	0
6	Locked	40.9	34	0
7	Locked	40.3	26	0
8	Locked	40.3	32	0
9	Locked	40.3	28	0
10	Locked	40.3	42	0
11	Locked	40.3	29	0
12	Locked	40.3	61	0
13	Locked	40.3	43	0
14	Locked	38.9	49	0
15	Locked	38.9	54	0
16	Locked	40.3	55	0
17	Locked	40.3	52	0
18	Locked	38.6	65	0
19	Locked	38.9	60	0
20	Locked	40.9	60	0
21	Locked	40.3	61	0
22	Locked	40.3	50	0
23	Locked	40.3	58	0
24	Locked	40.3	59	0

Upstream bonded channels

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

1	60300026	39.5	5120	64 qam	1
2	39400056	37.5	5120	64 qam	4
3	46200024	38	5120	64 qam	3
4	53700029	39.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Paul_DN]

Hi risc19,

Thanks for coming back to us, I have had a look our end today and cannot see any major issues and your levels are in spec, I can only see so much as the Router is in Modem mode so would need to change back for us to look further into this.

I can see we did book a technician which was cancelled your end, please let us know if this was done in error or you no longer require further help?

Regards

Paul.

[risc19]

---

@Paul_DN wrote:

Hi risc19,

Thanks for coming back to us, I have had a look our end today and cannot see any major issues and your levels are in spec, I can only see so much as the Router is in Modem mode so would need to change back for us to look further into this.

I can see we did book a technician which was cancelled your end, please let us know if this was done in error or you no longer require further help?

Regards

Paul.

---

Are you sure you checked?

Because...

IT IS IN ROUTER MODE.

I cancelled the engineer at there is not problems at my end, the problem is up stream.

Why waste yet another engineers time.

[Paul_DN]

Hi risc19,

I have checked again and can now see the Router is in Router mode and have had a look further into the router itself and the network.

We have done all the possible checks both Router and cannot see any issues at all, we can send another technician to do further checks your end however there isn't anything further we can find here.

Regards

Paul. 

[risc19]

---

@Paul_DN wrote:

Hi risc19,

I have checked again and can now see the Router is in Router mode and have had a look further into the router itself and the network.

We have done all the possible checks both Router and cannot see any issues at all, we can send another technician to do further checks your end however there isn't anything further we can find here.

Regards

Paul. 

---

So thats it?

Just live with it then?

It's always going to have unusable latency at peak times?

Thats normal for your 1gig package is it?

[Paul_DN]

I appreciate you frustration however I can only advise what is showing on the network, I am more than happy to send the technician which was cancelled just make sure it isn't something that was missed.

Regards

Paul.

[risc19]

You didn't answer my questions.

[Paul_DN]

I am unable to answer the question as I do not have the answer, I can only assume it may be due to the amount of people using it at the times your having the issues.

Regards

Paul.

[Adduxi]

---

@risc19 wrote:

You didn't answer my questions.

---

I have to admire your tenacity, I don't think I could do this.  I doubt if you will ever get an answer around overutilisation as it seems to be an expensive fix.  My feeling is VM will wait it out until COVID lockdowns are lifted to see what the state of the network is then?

Unfortunately your only other option is to leave and go elsewhere, but appreciate not everywhere has good broadband choices.

[risc19]

---

@Paul_DN wrote:

I am unable to answer the question as I do not have the answer, I can only assume it may be due to the amount of people using it at the times your having the issues.

Regards

Paul.

---

Well, would you mind trying find out?!

Please try to remember I'm a paying customer.

Here is a little research for you, just to get you started....

This customer in the same area also had the exact same problem as me...

Solved: Consistent latency spikes during daytime - Virgin Media Community - 4705440

Also this customer. Same area, same problem....

Poor Latency Variation and Dropped Packets - Virgin Media Community - 4705769

[Akua_A]

Hi @risc19,

I have just heard back from our field team. They have arranged for an engineer to come and take a close look at this for you today.

You can check the  appointment date and time on your my VM account. You can also reschedule it there if you would like.

Please let us know how the appointment goes.

Thanks,