14-06-2022 21:56 - edited 14-06-2022 21:57
For the past several weeks I've been experiencing what I believe to be either latency and/or packet loss randomly while gaming. I have tried everything I can locally to narrow down the cause - hub reboot, switch reboot, driver updates, game reinstall and even a complete OS reinstall.
I am running the hub in modem mode with pfsense, the gateway always shows a very consistent ping with zero packet loss. My BQM is showing latency spikes, some of which are have been very high recently. Whenever I run speedtests the results are always very close to the expected speeds.
This evening I lost connection from the game 4 times within an hour, which is clearly extremely frustrating, particularly when playing with friends. This problem is also causing me issues when I'm working from home, I regularly use Teams for meetings and these often freeze for several seconds at a time.
Browsing the forum I see that other users are having similar issues, in particular this post matches my experience almost exactly.
I've also noted that on the thinkbroadband forum a post detailing 'peak time latency' where VM are trying to pass the blame.
Below are the logs from my hub and the BQM graph
on 14-06-2022 22:38
@s_curtis wrote:I've also noted that on the thinkbroadband forum a post detailing 'peak time latency' where VM are trying to pass the blame.
Hi @s_curtis
The peak latency issue was cleared up at the beginning of May.
The network log image was rejected as it contains your MAC address.
You need to post the network log info again, this time as text. The system will automatically blank out the MAC address.
Also glancing at the network log info, it's almost a month old. When was the last time you rebooted the hub?
It would be ideal to post all of your stats again (as text) following a reboot.
15-06-2022 13:36 - edited 15-06-2022 13:38
As requested here is all the hub info again in as text. The previous log was after a reboot last week, I thought it was strange that there was no recent entries even after a refresh, so perhaps just a glitch.
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on 15-06-2022 13:37
3.0 Downstream channels
3.0 Downstream channels
3.1 Downstream channels
3.1 Downstream channels
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on 17-06-2022 13:59
Hi @s_curtis,
Welcome back to our community forums and sorry to hear of your connection issues while gaming.
We can understand this is not ideal and we want to best help.
I have been able to access your service on our systems and I can see a minor issue with your hub power levels. In this case, I am sending you a private message. Please look out for the purple envelope and provide a response when you can.
Thanks,
09-08-2022 16:54 - edited 09-08-2022 17:13
Following on from my previous post, the problem still remains even after an engineer visit. It did appear to be improved for a day or so and before returning to a lesser extent than before. However in the last few weeks it has become increasingly problematic.
While doing some further research and testing, I remembered a discussion on reddit that about Puma chipset in the SH3/4 and an issue handling UDP packets.
I added an openVPN connection using TCP to my pfSense box and routed my gaming PC's traffic through this interface. For several days I experienced no disconnects while playing so thought I'd found a workaround (albeit not ideal) but then the problem returned with a vengeance.
Towards the end of July I received an email to say that VM were going to be 'carrying out essential works to improve our network', a week later and this still unfortunately has clearly not improved anything for me. Whilst playing last night for around 2 hours I lost connection to the game 5 times, which is totally unacceptable.
Checking my BQM monitor for the past month shows large latency spikes throughout the day and especially in the evenings.
I've been a customer with VM and all it's predecessors right the way back to Cable Corporation and a dialup modem. I don't particuarly want to leave since I have TV, phone and broadband but unless this problem is resolved ASAP I am seriously considering given notice when my contract ends in November, especially as Community Fibre is now available in my street.
on 09-08-2022 16:56
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
3 | 155000000 | 2 | 39 | QAM256 | 3 |
1 | 139000000 | 2.1 | 38.6 | QAM256 | 1 |
2 | 147000000 | 2.2 | 39 | QAM256 | 2 |
4 | 163000000 | 1.6 | 39 | QAM256 | 4 |
5 | 171000000 | 1.2 | 38.6 | QAM256 | 5 |
6 | 179000000 | 0.9 | 38.6 | QAM256 | 6 |
7 | 187000000 | 0.8 | 37.6 | QAM256 | 7 |
8 | 195000000 | 0.6 | 37.6 | QAM256 | 8 |
9 | 203000000 | 0.5 | 37.4 | QAM256 | 9 |
10 | 211000000 | 0.3 | 38.6 | QAM256 | 10 |
11 | 219000000 | 0 | 38.6 | QAM256 | 11 |
12 | 227000000 | -0.2 | 38.6 | QAM256 | 12 |
13 | 235000000 | -0.3 | 37.6 | QAM256 | 13 |
14 | 243000000 | -0.2 | 38.6 | QAM256 | 14 |
15 | 251000000 | -0.2 | 37.6 | QAM256 | 15 |
16 | 259000000 | -0.1 | 38.6 | QAM256 | 16 |
17 | 267000000 | -0.1 | 39 | QAM256 | 17 |
18 | 275000000 | 0.2 | 38.6 | QAM256 | 18 |
19 | 283000000 | 0.3 | 39 | QAM256 | 19 |
20 | 291000000 | 0.1 | 38.6 | QAM256 | 20 |
21 | 299000000 | -0.2 | 39 | QAM256 | 21 |
22 | 307000000 | -1 | 39 | QAM256 | 22 |
23 | 315000000 | -1.3 | 39 | QAM256 | 23 |
24 | 323000000 | -1.6 | 38.6 | QAM256 | 24 |
25 | 331000000 | -1.6 | 39 | QAM256 | 25 |
26 | 339000000 | -1.5 | 39 | QAM256 | 26 |
27 | 347000000 | -1.4 | 39 | QAM256 | 27 |
28 | 355000000 | -1.6 | 39 | QAM256 | 28 |
29 | 363000000 | -1.6 | 39 | QAM256 | 29 |
30 | 371000000 | -1.8 | 39 | QAM256 | 30 |
31 | 379000000 | -2 | 39 | QAM256 | 31 |
on 09-08-2022 16:56
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
3 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.605377 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.983261 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 37.636276 | 0 | 0 |
8 | Locked | 37.636276 | 0 | 0 |
9 | Locked | 37.355988 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 37.636276 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
09-08-2022 16:56 - edited 09-08-2022 17:14
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 | 96 | 4K | 1880 | QAM4096 | 392 |
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 | Locked | 40 | -3.4 | 117405028 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 43.8 | 5120 KSym/sec | 16QAM | 6 |
2 | 39400000 | 43.8 | 5120 KSym/sec | 16QAM | 4 |
3 | 46200000 | 44 | 5120 KSym/sec | 64QAM | 3 |
4 | 32600000 | 43.5 | 5120 KSym/sec | 64QAM | 5 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 9 | 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 09-08-2022 16:58
Wed 27/07/2022 10:13:25 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 30/07/2022 21:53:53 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 31/07/2022 08:11:46 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 03/08/2022 09:53:54 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed 03/08/2022 13:01:41 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat 06/08/2022 01:24:28 | 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 06/08/2022 08:39:49 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |