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Jaffro
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Latency issues throughout day

Hi all

I'm on 108mbps broadband and speed generally is okay through a check on speedtest.net

However, I seem to be getting ping spikes throughout the day. It's okay for general browsing, but I'm seeing 300+ ping relatively frequently when gaming, which makes some games pretty much unplayable. Console is plugged directly into the router running off LAN rather than WiFi. 

I set up BQM. Admittedly not completely sure how to interpret it, but I'll past one or two of the pictures below and a link to the live graph, sure someone on here will be able to tell me. If something is wrong! 

Tried the troubleshooting steps on the app and no change. Tests always say that there are no issues in the area and that my router is working fine. 

No response from customer services on the app over the last 3 days. Seen a few people on here say they've been cut off after being on hold for an hour, so I'm hesitant to try phoning. 

Here's the link and pictures - can anyone give me any insight? 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/99ff6f6068282e19ca422e306b5fb9831578112b

 

578db971cd5b3fa47ee9262223987800379d1861-20-11-2020.png

 

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Anonymous
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Re: Latency issues throughout day

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

We can check the stats, however if they are ok it could be a case of Congestion/Oversubscription in your area.

Jaffro
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Re: Latency issues throughout day

Downstream... 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
17230000006.936256 qam40
25390000006.537256 qam17
35470000006.537256 qam18
4555000000737256 qam19
5563000000737256 qam20
65710000006.537256 qam21
75790000006.137256 qam22
85870000006.637256 qam23
95950000006.837256 qam24
106030000005.937256 qam25
116110000005.937256 qam26
126190000006.537256 qam27
136270000007.137256 qam28
146350000006.537256 qam29
156430000007.137256 qam30
166510000007.537256 qam31
176590000007.536256 qam32
186670000007.437256 qam33
196750000007.437256 qam34
206830000007.837256 qam35
216910000007.537256 qam36
226990000006.537256 qam37
23707000000736256 qam38
247150000007.636256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.67170
2Locked37.610050
3Locked37.69360
4Locked37.38250
5Locked37.31500192
6Locked37.69040
7Locked37.610220
8Locked37.66520
9Locked37.37030
10Locked37.610340
11Locked37.610780
12Locked37.37440
13Locked37.65680
14Locked37.39250
15Locked37.65930
16Locked37.67340
17Locked36.38930
18Locked37.311880
19Locked37.38330
20Locked37.65800
21Locked37.35440
22Locked37.312020
23Locked36.67880
24Locked36.65050
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Jaffro
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Re: Latency issues throughout day

Upstream...

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043512064 qam6
24620001843.5512064 qam5
32580001242.5512032 qam8
43260000042.5512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0030
3ATDMA0020
4ATDMA0020
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Jaffro
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Re: Latency issues throughout day

Network log... 

Network LogTime Priority Description
24/11/2020 21:27:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 16:44:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 16:43:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 08:54:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 07:08:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 11:18:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 19:08:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 18:05:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 07:08:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 08:58:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 19:08:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 14:08:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 00:58:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 01:35:48noticeSW download Successful - Via NMS
09/11/2020 01:33:38noticeSW Download INIT - Via NMS
07/11/2020 18:39:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:27:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:27:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:27:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 15:27:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Re: Latency issues throughout day


@Jaffro wrote:

Upstream...

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043512064 qam6
24620001843.5512064 qam5
32580001242.5512032 qam8
43260000042.5512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0030
3ATDMA0020
4ATDMA0020

 

Downstream power levels are a touch high (In spec -6 to +10, optimal is 0dB), however still in spec.

One of your upstream channels is out of spec on QAM (All four channels should be 64) so you could have an issue with your line, that requires further investigation by VM.

Jaffro
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Re: Latency issues throughout day

Hi all. 

I've been round the houses a couple of times with Virgin but not a lot of luck...

Just wanted to check with people... 

The two times I've managed to get through to the Virgin team they've said the issue is that the WiFi is only running of 5Ghz, or the 2.4 Ghz isn't working properly. I've taken actions to rectify this, but the issue is gaming on the PS4, which is plugged in with an ethernet cable. 

I've also been told its because we have 7 devices connected and that I should use the PS4 when other devices aren't using the Internet. But that's what I do anyway. 

Given that the BQM report shows ping spikes through the day and the PS4 is plugged directly into the router, is it actually likely to be a WiFi issue, or am I just being passed around the houses in the hope that I'll eventually give up?

I feel like 108Mbps broadband should be fine just to play a bit of Rocket League in the evening... There's only 2 of us in the house. We're working from home full time, but in the evenings we turn laptops off and only have a TV and a couple of ipads connected, but not generally actually in use. 

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