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monkey456
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Latency spikes, jitter and frequent drops

At the end of my tether with this.

For the past 3 weeks I was advised congestion / capacity problems in my area. It was supposed to be fixed on 24 July. Spoiler - it's not fixed! When this happens, the router drops. I note the dreaded "No Ranging Response received". The internet is then lost for 5 minutes or more, meaning I stop working, the kids complain. It's simply unacceptable. Today I had 2 drops shown in red lines here : 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/56bb1637dfb106d1557c4645991e9e314ebce05c-28-07-2020

And on days where i don't have drops, like yesterday, I get latency spikes like the one shown below. Average latency going upto 80 ms.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/36284144e2c859ca1c4af411c8fd019adaf7e160-27-07-2020

I've called the Helpdesk. They tell me fixed on 24 July. Not fixed. All was fine until I got a free upgrade to 200 MB which has presumably congested the whole network. 

Please help me get this fixed quickly or I go right away to another provider - this is an appalling level of service and it strikes me that the VM backbone has been oversold to new entrants.

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MikeRobbo
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Message 2 of 9
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Re: Latency spikes, jitter and frequent drops

Can you please

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

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

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

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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monkey456
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Re: Latency spikes, jitter and frequent drops

Thank you for the quick response - please see below

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1451000000-1.437256 qam40
2267000000-0.537256 qam17
3275000000-0.237256 qam18
4283000000-0.237256 qam19
5291000000-0.537256 qam20
62990000000.237256 qam21
73070000000.237256 qam22
83150000000.538256 qam23
9323000000037256 qam24
10331000000-0.737256 qam25
11339000000-0.937256 qam26
12347000000-0.938256 qam27
13355000000-1.437256 qam28
14363000000-1.237256 qam29
15371000000-1.737256 qam30
16379000000-137256 qam31
17387000000-1.437256 qam32
18395000000-0.737256 qam33
19403000000-0.537256 qam34
20411000000-137256 qam35
21419000000-1.737256 qam36
22427000000-237256 qam37
23435000000-2.237256 qam38
24443000000-1.237256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.31429
2Locked37.32032
3Locked37.61637
4Locked37.61666
5Locked37.61225
6Locked37.31633
7Locked37.62920
8Locked38.62335
9Locked37.32736
10Locked37.3716
11Locked37.61421
12Locked38.91226
13Locked37.6730
14Locked37.6240
15Locked37.6130
16Locked37.61616
17Locked37.61928
18Locked37.6120
19Locked37.3110
20Locked37.6200
21Locked37.660
22Locked37.3130
23Locked37.6110
24Locked37.620

 

 

 

 

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1393999425.4512064 qam12
2325999865.4512064 qam13


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA000

0

 

 

 

 

 

 

 

 

 

 Network Log - I replaced the MAC addresses for security reasons.

 

Time Priority Description
28/07/2020 17:38:5 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:38:4 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:37:13 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:37:13 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:35:45 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:35:45 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:34:49 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:34:48 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:34:47 notice LAN login Success;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:33:56 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:33:56 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:33:1 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 17:33:1 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:25:21 Warning! RCS Partial Service;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:23:25 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:23:25 Warning! RCS Partial Service;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:23:10 Warning! ToD request sent - No Response received;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:22:18 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:22:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 16:20:24 critical No Ranging Response received - T3 time-out;CM-MAC=MAC1;CM-MAC=MAC2;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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monkey456
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Re: Latency spikes, jitter and frequent drops

Not looking forward to another day of latency spikes and jitter. Is there a guru who can interpret this? 

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MikeRobbo
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Message 5 of 9
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Re: Latency spikes, jitter and frequent drops

The power levels on your Upstream Channels are too high and you only have two where we would expect to see four.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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monkey456
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Message 6 of 9
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Re: Latency spikes, jitter and frequent drops

Thanks Mike.

So i called the Helpdesk. And I was told I needed a new router. I was less than convinced. I went with the flow, and a new Superhub 3 has been ordered for me, to arrive Friday. I have an old Superhub2, so I asked it be setup. It was setup. And guess what? I still have only 2 upstream channels - so i don't think it's the router at all. And so i have zero confidence this will be fixed with a new router on Friday.

How can I get this fixed? 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.0N/AN/A
Channel ID1211N/AN/A
Frequency (Hz)3940000046200000N/AN/A
Ranging StatusSuccessSuccessOtherOther
Modulation64QAM64QAMN/AN/A
Symbol Rate (Sym/sec)51200005120000N/AN/A
Mini-Slot Size22N/AN/A
Power Level (dBmV)54.0054.00N/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts2000
T4 Timeouts0000
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monkey456
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Re: Latency spikes, jitter and frequent drops

OK so this afternoon has been really bad. I am back on the Superhub2 and now down to just a single Upstream channel. See below. The Helpdesk are of zero help - all they did was order me a new router. A chocolate bar would have at least been of emotional support. 

Chart below is for this afternoon's experience - to the right of 2.30 PM or thereabouts. Hourly drops.

Who can help me get this fixed? I think i'm at 10 calls to the Helpdesk. I'll email the CEO later today. Anyone else? Does anyone actually care? 

I do wonder if the state of the local cabinet may have something to do with this. I've been complaining about that since December. Yep - you guessed it, still not fixed. Photo here : https://community.virginmedia.com/t5/image/serverpage/image-id/138516i43357A888C33E0DC/image-size/la...

Please also consider this a formal complaint - also logged with the helpdesk. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ea4bbedb8f859fc432c4853bc3891ff92750790f

 

 

 

Upstream

 

US-1

US-2

US-3

US-4

Channel Type

2.0

N/A

N/A

N/A

Channel ID

10

N/A

N/A

N/A

Frequency (Hz)

53700000

N/A

N/A

N/A

Ranging Status

Success

N/A

N/A

N/A

Modulation

64QAM

N/A

N/A

N/A

Symbol Rate (Sym/sec)

5120000

N/A

N/A

N/A

Mini-Slot Size

2

N/A

N/A

N/A

Power Level (dBmV)

57.00

N/A

N/A

N/A

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

0

0

0

0

T4 Timeouts

0

0

0

0

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monkey456
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Message 8 of 9
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Re: Latency spikes, jitter and frequent drops

Not sure if this helps.. I'm now running SuperHub 2 in modem mode. After a modem reboot last night, I got 4 upstream channels. Overnight it had fallen back down to 2. Another modem reboot and it's back to 4 again. I've pasted the stats below for upstream as well as log info. I note a latency spike in the chart at the same time as the trouble in the logs.

Please help.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7dd18bef39df31bc52fac48e6b74a91f978040af-30-07-2020

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID12131110
Frequency (Hz)39400000326000004620000053700000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.0051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

 

 

First TimeLast TimePriorityError NumberDescription
30/07/2020 08:19:36 GMT30/07/2020 08:19:36 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
30/07/2020 05:29:59 GMT30/07/2020 05:29:59 GMTError (4)68000407TOD established
30/07/2020 05:29:42 GMT30/07/2020 05:29:42 GMTNotice (6)84000510Downstream Locked Successfully
30/07/2020 05:29:38 GMT30/07/2020 05:29:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:29:38 GMT30/07/2020 05:29:38 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:29:18 GMT30/07/2020 05:29:18 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:29:18 GMT30/07/2020 05:29:18 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:28:58 GMT30/07/2020 05:28:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:28:58 GMT30/07/2020 05:28:58 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:28:38 GMT30/07/2020 05:28:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:28:38 GMT30/07/2020 05:28:38 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:27:58 GMT30/07/2020 05:27:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:27:58 GMT30/07/2020 05:27:58 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:27:18 GMT30/07/2020 05:27:18 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:27:18 GMT30/07/2020 05:27:18 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:26:38 GMT30/07/2020 05:26:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:26:38 GMT30/07/2020 05:26:38 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
30/07/2020 05:26:18 GMT30/07/2020 05:26:18 GMTCritical (3)82000200No Ranging Response received - T3 time-out
30/07/2020 05:26:18 GMT30/07/2020 05:26:18 GMTCritical (3)82000700Unicast Ranging Received Abort Response - initializing MAC
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Lisa_CC
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Re: Latency spikes, jitter and frequent drops

Hello monkey456,

 

I'm sorry to hear about your connection issues and thanks for posting your logs and BQM for us. I've had a look at your details and can see a local area fault raised, it's the high utilisation and the estimated fix time is 07/08. I'm sorry about this but please wait until it's passed so we can check your details again  if you're still having problems.

 

Thanks,

 

Lisa

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