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Qadrox
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M100 - Hub3 - Ping spikes issues

Hi everyone,

Just reaching out for some advice regarding the latency in my setup (M100 with Hub3 in a North-West London flat). I've had issues in both video conferences and online gaming due to intermittent ping spikes and drop-outs. Those happen at random, at least 1 day a week - the high latency makes the internet unusable for any real-time application for at least 20min at a time and usually continues for at least a couple of hours. Speed-wise, the connection is usually fine, staying within the stated minimums/maximums.

During those events, the local address (192.168.0.1) becomes unresponsive (5+ minutes to load the welcome screen and unable to log into the admin panel).

The issues affect both Wi-Fi and Ethernet connected devices. The Hub is in an open area with little obstruction to airflow, but does heat up considerably. The external connection is a coax cable (100+ft) going into a distribution box on the side of the building (living in a flat).  



Please find a Broadband monitor graph from one such event from the 21th of March below:

21st of March21st of March

 

 

 

 

 

Going back to the 12th of March:
12th of March12th of March








And on the 29th of March
29th of March29th of March

Live graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/83410c53513eae38d4bb57af378705a0d4a5355b

Whilst the issue only occurs sporadically, it's disturbing enough to make the connection unreliable for scheduled meetings and similar. I'm trying to determine whether the issue is with the Hub itself, the strength of the connection (please see channels up and downlink in the spoiler below) or external to all this (actual fibre and up in infrastructure).

Any advise would be greatly appreciated!
Thanks in advance,

Qadrox

Spoiler

Downstream bonded channels

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

1282750000038256 qam19
21387500002.538256 qam1
3146750000238256 qam2
41547500001.738256 qam3
51627500001.438256 qam4
61707500001.438256 qam5
71787500001.238256 qam6
81867500001.238256 qam7
9194750000140256 qam8
102027500000.738256 qam9
112107500000.538256 qam10
122187500000.438256 qam11
132267500000.238256 qam12
14234750000038256 qam13
15242750000038256 qam14
16250750000-0.238256 qam15
17258750000-0.238256 qam16
18266750000-0.238256 qam17
19274750000-0.238256 qam18
20290750000038256 qam20
212987500000.238256 qam21
223067500000.238256 qam22
233147500000.438256 qam23
243227500000.238256 qam24


Downstream bonded channels

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

1Locked38.95701125
2Locked38.91350
3Locked38.91280
4Locked38.91310
5Locked38.616514
6Locked38.914017
7Locked38.915021
8Locked38.917837
9Locked40.920318
10Locked38.924627
11Locked38.621231
12Locked38.624741
13Locked38.932242
14Locked38.9335128
15Locked38.9421221
16Locked38.6487451
17Locked38.9465632
18Locked38.9518900
19Locked38.9467904
20Locked38.69021346
21Locked38.919961889
22Locked38.948753085
23Locked38.9152534729
24Locked38.952175

6841

  Upstream bonded channels

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

13940000046512064 qam4
24620000046.8512064 qam3
35370000047.5512064 qam2
46030000048512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA00310
3ATDMA00340
4ATDMA0080

 

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conman33158
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Re: M100 - Hub3 - Ping spikes issues

You have a lot of Post RS Errors and far too many T3 Time outs mate which is not good at all. May I suggest a full factory reset so start and see how quickly the errors rise. Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

Have you Checked service status and also called 0800 561 0061 for the most up to date faults information in your area, could be that there's an SNR issue going on with T3 Times outs like that.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Qadrox
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Re: M100 - Hub3 - Ping spikes issues

Hi there!
Thanks a lot for your reply.  As you suggested, I performed a factory reset - no post errors within the first 30 min, but I'll see how that develops. The previous errors have been accumulated since February, as that's when I've performed a reset last. 
As for the service status - At no point when I had the ping issues was there any reported issues in the area. I will try the phone number you mentioned next time I encounter this problem.

Thanks and I will post again when/if I see any new info.

Robert_P
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Re: M100 - Hub3 - Ping spikes issues

Hello Qadrox

 

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to contact us via the forums. Welcome to the community.

 

From looking at our connection there does appear to be some issues with the upstream power levels, this will require a visit from a technician. I have booked this in for Saturday 10th April between 12pm and 4pm, please let me know if there are any individuals shielding in the property or if this isn't convenient for you.

 

Rob