Virgin Media Community

[willthong]

Latency spikes are making it very difficult to play PC games via Ethernet. I suspect there may be a problem with my Hub (too much traffic? Should I go into modem mode and purchase another?). Or there's a connection issue. I'd be grateful for any pointers - many thanks in advance! Here's my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8238b5590bc88140c28a3081e7ee4281e1ed2b59-05-03-2021

And here's my Hub 3 data:

Downstream bonded channels

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

1	203000000	0.7	38	256 qam	9
2	211000000	0.2	38	256 qam	10
3	219000000	0.2	38	256 qam	11
4	227000000	0	38	256 qam	12
5	235000000	-0.2	38	256 qam	13
6	243000000	0.2	38	256 qam	14
7	251000000	0.5	38	256 qam	15
8	259000000	0.7	40	256 qam	16
9	267000000	0	38	256 qam	17
10	275000000	0.2	38	256 qam	18
11	283000000	1.2	38	256 qam	19
12	291000000	1.7	40	256 qam	20
13	299000000	1.9	38	256 qam	21
14	307000000	1.7	40	256 qam	22
15	315000000	1.5	38	256 qam	23
16	323000000	1.5	40	256 qam	24
17	331000000	1.9	38	256 qam	25
18	371000000	2.2	40	256 qam	26
19	379000000	2.2	40	256 qam	27
20	387000000	2	40	256 qam	28
21	395000000	1.5	40	256 qam	29
22	403000000	1.2	40	256 qam	30
23	411000000	1	40	256 qam	31
24	419000000	0.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	20	0
2	Locked	38.9	47	0
3	Locked	38.9	29	0
4	Locked	38.6	29	0
5	Locked	38.9	61	0
6	Locked	38.6	43	0
7	Locked	38.9	18	0
8	Locked	40.3	32	0
9	Locked	38.6	35	0
10	Locked	38.6	16	0
11	Locked	38.9	31	0
12	Locked	40.3	20	0
13	Locked	38.9	45	0
14	Locked	40.3	40	13
15	Locked	38.9	52	0
16	Locked	40.3	22	0
17	Locked	38.9	40	0
18	Locked	40.3	36	0
19	Locked	40.3	30	0
20	Locked	40.9	26	0
21	Locked	40.9	28	0
22	Locked	40.3	12	0
23	Locked	40.3	51	0
24	Locked	40.3	37	21

Upstream bonded channels

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

1	39400000	35	5120	64 qam	8
2	46200000	35.3	5120	64 qam	7
3	53700000	36	5120	64 qam	6
4	60300000	37.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[willthong]

Network Log

Time Priority Description

05/03/2021 11:04:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2021 10:11:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2021 08:09:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 22:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2021 01:04:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/02/2021 21:16:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/02/2021 10:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 03:08:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 22:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 22:28:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 20:46:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 10:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 10:43:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 09:28:36	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 22:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2021 13:45:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 10:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2021 17:02:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 22:46:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 15:55:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Chris_W1]

Hi willthong, thanks for the message and sorry to hear that you are having issues with the connection. I have looked into this and everything is showing as green, can you confirm if you are still having these issues? Can you try one device on ethernet only to see if anything improves? Chris

[willthong]

Hi Chris! Thanks for getting back to me. It was alright for most of last week then when it started raining on Saturday I got massive dropouts. See 13/03/2021 on my BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/view/6292cd8f799a560f3505a3454c879ee0d74...

This applies whether I've got several devices on Ethernet or just one. Thanks!

[Chris_W1]

Hi willthong, thanks for coming back to us and sorry to hear that you are still having issues with the service. I have tried to load the link but it is sending us to the log in page. Can you resend the link please? Chris

[willthong]

Hi Chris,

Here's a graph from today: https://www.thinkbroadband.com/broadband/monitoring/quality/share/b2191a9d8d2e8d8f3dfd7c52b5d6b8d2de...

As you can see we are still having issues. Thanks!

Kind regards,

Will

[Ayisha_B]

Hi Will,

Thank you for getting back to us and I am sorry to hear that you are still having issues.

I have had another look at the account and the power levels are all within expected range.

I can see however you last rebooted your hub 17 days ago. We do recommend rebooting frequently to ensure a healthy connection- this will also allow your devices to hop onto the least congested channels.

Have you tried a pinhole reset? 

[willthong]

Hi Ayisha,

I don't think channels are relevant here as I have been experiencing latency spikes on a 1Ggbps Ethernet connection between my router and my PC.

As you can see from the various BQM graphs I've shared (including this most recent one: https://www.thinkbroadband.com/broadband/monitoring/quality/share/17f8210a6696b29191d94291cbaf65ced4...) there are significant latency spikes between Virgin and my router. Could you please advise?

[Sasha_W]

Morning @willthong, 

I do appreciate this and can understand what you're saying, but we do just ask you to carry out a pin hole reset so we can have a look at the refreshed levels on your account. 

Currently your account is all okay and is looking fine to me but I just want to double check.

Thanks 

[willthong]

Hi,

I tried resetting via the pinhole this evening, which is the red section at around 9-10pm, but sadly still experienced latency spikes (visible in yellow). Thanks!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23104f99b14a6d0fd1f2d3584268df92a7e7a5aa-21-04-2021

Kind regards,

Will