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arthurhanlon
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Massive latency spikes

Yet again I am having to spend my time troubleshooting intermittent drops in connection and poor internet speeds.

I have been actively monitoring my ping speeds over the past few days due to issues during conference calls and online gaming and am seeing signs of massive spikes with ping times in excess of 500-600ms for periods of around 20-30 seconds at a time multiple times per day.

I've revived my broadband monitor from previously when I was having similar issues and started it monitoring last night and as I suspected there does appears to be a quality issue with my connection.

Can I ask one of the forum team to look into this as I don't want to spend any more of my time going back and forth with the support teams which have always proven less than useless in identifying issues and always tend to lean towards it being my fault or my equipment that's the issue?

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d414fca1217ded825b62c60780d1... 

4d414fca1217ded825b62c60780d1b1f19abe99f-23-11-2020

Thanks in advance.

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Andrew-G
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Re: Massive latency spikes

Looks like a very noisy connection from the BQM.  Connect to the hub, and at the log in page don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, and if you can post that as text not screenshots it will help.

If you have a Hub 4 you'll need to log in to find the status data as the logged out "check router status" facility doesn't work. 

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arthurhanlon
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Re: Massive latency spikes

Downstream bonded channels

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

12030000005.840256 qam9
22110000005.540256 qam10
32190000005.840256 qam11
42270000005.540256 qam12
52350000005.940256 qam13
62430000005.640256 qam14
7251000000640256 qam15
82590000005.440256 qam16
92670000005.640256 qam17
102750000005.440256 qam18
112830000005.940256 qam19
122910000005.440256 qam20
132990000006.140256 qam21
143070000005.840256 qam22
15315000000640256 qam23
163230000005.540256 qam24
173310000005.540256 qam25
183390000004.940256 qam26
193470000004.940256 qam27
203550000004.340256 qam28
213630000004.540256 qam29
223710000004.440256 qam30
233790000004.640256 qam31
243870000004.340256 qam32

 

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arthurhanlon
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Re: Massive latency spikes

 

Downstream bonded channels

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

1Locked40.91120
2Locked40.32750
3Locked40.9570
4Locked40.9770
5Locked40.91560
6Locked40.91960
7Locked40.92220
8Locked40.32540
9Locked40.92650
10Locked40.93130
11Locked40.92130
12Locked40.91420
13Locked40.31140
14Locked40.91330
15Locked40.9690
16Locked40.9580
17Locked40.3310
18Locked40.9460
19Locked40.9380
20Locked40.9410
21Locked40.9310
22Locked40.3370
23Locked40.3420
24Locked40.3220

 

Upstream bonded channels

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

16030000046.8512064 qam1
25370000046.5512064 qam2
33940000045.5512064 qam4
44620000046512064 qam3

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0020

 

Network LogTime Priority Description
22/11/2020 17:54:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 09:07:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 15:12:33criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 14:46:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 09:43:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 23:28:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 21:43:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 00:26:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 09:43:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 06:50:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 21:43:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 17:15:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:15:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:15:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:15:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:15:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:15:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:14:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:14:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 13:14:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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arthurhanlon
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Message 5 of 11
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Re: Massive latency spikes

Interestingly, despite my external IP being exactly the same as is configured in the BQM it seems to think i'm offline now:

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Andrew-G
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Re: Massive latency spikes

that's a known issue with the Hub 3 - from time to time it stops responding to incoming ping requests.  A reboot usually sorts that out.

Looking over your hub stats, there's nothing strikes me out of the ordinary, but the BQM confirms the problem.  Which usually means an area fault on the network serving you.  I'll flag this for the forum staff who should be able confirm any known fault and fix date.  At least your BQM doesn't show the VM-pox that is over utilisation, so there's a good chance that if VM will look into the matter it can be fixed. 

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Paul_DN
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Re: Massive latency spikes

Hi Arthur,

 

Thank you for reaching out to us in our community, I am sorry to hear you are experiencing high latency at the moment.

 

I have took a look at things our end to see if I can find anything which may be causing your issue, I cannot see anything at all in fact all your levels are exactly where expected, no errors showing all green, not sure if there was issues previously which have now cleared but nothing at all now.

 

If you are still having issues I would advise to keep running the quyality monitor for a few days.

 

Regards

 

Paul.

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arthurhanlon
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Message 8 of 11
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Re: Massive latency spikes

Thanks Paul but I'm still not sure that this looks right. It seems to be that around the time of the spikes I get massive lag in internet activity and pages stop loading for a brief period before regaining connection stability.

arthurhanlon_0-1606292734530.png

I can see that the modem has stopped responding to ping requests again which only seems to have started happening around the start of the month, this is not something I have ever experienced when using this BQM before. Is there a firmware update that addresses this?

As much as your tools don't show any obvious issues, I am still feeling the effects of something not quite right through daily use.

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Paul_DN
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Re: Massive latency spikes

Hi arthurhanlon,

 

 

Thank you for coming back to me, 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 


Regards

 

Paul.
 

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m_attia25
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Message 10 of 11
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Re: Massive latency spikes

This is Virgin Media's idea of a good connection. This is with the new Hub 4 and I am paying for M600. I don't know whether to laugh or cry.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/578e08ccfaa9816eec0e570d0f0dfc38bc...

Capture.PNG

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