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Message 1 of 11
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Latency spikes, packet loss

For most of this year I have been getting intermittent latency spikes and packet loss problems, mostly showing itself when trying to stream video from You Tube, etc. Searching the Virgin Media forums and other places it seems quite a few people have been seeing the same issue when running in modem mode since an update to the hub went out earlier this year. Recently things haven't been so bad and it wasn't a big issue, it would occasionally spike but nothing too bad, however since yesterday the problem has gone off the chart - every few minutes latency hits the 100's of ms and more, packet loss is 20-100% and I cannot stream anything without it constantly buffering, websites take ages to load, etc. I've been using the ThinkBroadband BQM for some time now and this is the chart showing the start of this, at around 9am on the 10th August:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fb958e45307293f637d01e0bf207938a19...

And this is todays, as you can see my IP changed overnight which shows as 100% packet loss, I updated the monitor with the new IP this morning and you can see it just picks up where it left off.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13f71741837f2f1b1b3fceacce7b323684...

As mentioned I run in modem mode, originally using IPFire but now with PFSense, both running natively rather than virtualised.

Nothing is downloading or uploading (bittorrent or whatever).

 

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Message 2 of 11
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Re: Latency spikes, packet loss

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?

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Message 3 of 11
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Re: Latency spikes, packet loss

Thanks for your reply, unfortunately once it is in modem mode I've never been able to access the superhub via http://192.168.100.1, and to put it back in router mode I've always had to carry out a hard reset instead.

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Message 4 of 11
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Re: Latency spikes, packet loss

Well as of about 3am last night the latency spikes and packet loss seem to have dropped back to their previous livable levels so I imagine maybe there was an issue somewhere and Virgin have resolved it 🤔 so I'll keep an eye on it and come back if the problem returns. Thanks to Carl for your reply 👍

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Message 5 of 11
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Re: Latency spikes, packet loss

Snap111335.jpg

Well I spoke too soon, it's back and worse than ever. It took me 40 minutes to watch a 10 minute video on YouTube this afternoon, it would start buffering and just sit there for 4 minutes or longer before it suddenly took off again, I'd get a minute or so then rinse and repeat.

I did a reboot of everything (all switches, the PFSense box and the modem) and following that I was able to access it in modem mode via 192.168.100.1, so I retrieved the info Carl asked for previously...

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 186750000 6.9 37 256 qam 7
2 194750000 6.9 37 256 qam 8
3 202750000 6.6 37 256 qam 9
4 210750000 6.6 37 256 qam 10
5 218750000 6.5 37 256 qam 11
6 226750000 6.3 37 256 qam 12
7 234750000 6.1 37 256 qam 13
8 242750000 6 37 256 qam 14
9 250750000 5.9 37 256 qam 15
10 258750000 5.5 37 256 qam 16
11 266750000 5.5 37 256 qam 17
12 274750000 5.6 37 256 qam 18
13 282750000 6 37 256 qam 19
14 290750000 6.3 37 256 qam 20
15 298750000 6.4 37 256 qam 21
16 306750000 6 37 256 qam 22
17 314750000 5.5 37 256 qam 23
18 322750000 6.3 37 256 qam 24
19 402750000 7.6 37 256 qam 25
20 410750000 7.5 37 256 qam 26
21 418750000 7.5 37 256 qam 27
22 426750000 7.8 37 256 qam 28
23 434750000 8 37 256 qam 29
24 442750000 7.8 37 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 24 7
2 Locked 37.6 15 16
3 Locked 37.6 18 10
4 Locked 37.6 21 0
5 Locked 37.3 6 0
6 Locked 37.6 6 0
7 Locked 37.3 11 0
8 Locked 37.3 11 0
9 Locked 37.6 2 0
10 Locked 37.6 21 0
11 Locked 37.3 30 0
12 Locked 37.6 7 0
13 Locked 37.3 10 0
14 Locked 37.3 177 0
15 Locked 37.6 177 2
16 Locked 37.3 16 0
17 Locked 37.6 7 0
18 Locked 37.6 16 0
19 Locked 37.6 8 0
20 Locked 37.6 8 0
21 Locked 37.6 3 0
22 Locked 37.3 5 0
23 Locked 37.6 5 0
24 Locked 37.6 5 0

--------------------------------------------------------------------------------------------------

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 3.9 5120 64 qam 6
2 46200000 3.9 5120 64 qam 5
3 25800000 3.775 5120 64 qam 8
4 32600000 3.85 5120 64 qam 7


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

--------------------------------------------------------------------------------------------------

Network Log
Time Priority Description
12/08/2020 15:25:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 09:27:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:05:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 01:34:51 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 01:30:10 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 01:30:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 01:30:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 01:30:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 10:45:31 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 07:26:57 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2020 05:16:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2020 08:17:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2020 06:29:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 07:14:13 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 19:21:40 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 13:18:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 07:29:11 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 21:15:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

--------------------------------------------------------------------------------------------------

 

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Message 6 of 11
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Re: Latency spikes, packet loss

Snap111336.jpg

...and here we are this morning.

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Message 7 of 11
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Re: Latency spikes, packet loss

Can you post a link to your Live Graph please ...

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 8 of 11
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Re: Latency spikes, packet loss

Hi Mike, thanks for your reply, here it is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/72cbc6d958dcc784560174da0690dbaf37... 

I had put the SH back into router mode to see if that made any difference (it did not) hence the red at around 11am. It is back in modem mode now and the IP has been updated.

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Message 9 of 11
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Re: Latency spikes, packet loss

That is a mess and points to problems outside your property.

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.

The best time to call is 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

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

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 10 of 11
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Re: Latency spikes, packet loss

Hi andy_42,

 

Thank you for your post and welcome to the community, 

 

I'm very sorry to hear about the issue you're having. What I will do is private message you so we can look into getting this investigated further. 

 

^Martin

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