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markchev
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New Install High Latency

I've had my Virgin installed today and after reading through the forums it appears i'm being hit by the high latency issues many suffer from.

I have 600MB broadband and speed tests seem to reflect this however a continuous ping shows very erratic round trips to www.google.co.uk - 

64 bytes from 172.217.16.227: icmp_seq=3308 ttl=116 time=300.638 ms

64 bytes from 172.217.16.227: icmp_seq=3309 ttl=116 time=16.980 ms

64 bytes from 172.217.16.227: icmp_seq=3310 ttl=116 time=79.423 ms

64 bytes from 172.217.16.227: icmp_seq=3311 ttl=116 time=21.127 ms

64 bytes from 172.217.16.227: icmp_seq=3312 ttl=116 time=40.677 ms

64 bytes from 172.217.16.227: icmp_seq=3313 ttl=116 time=151.114 ms

64 bytes from 172.217.16.227: icmp_seq=3314 ttl=116 time=31.904 ms

64 bytes from 172.217.16.227: icmp_seq=3315 ttl=116 time=206.625 ms

64 bytes from 172.217.16.227: icmp_seq=3316 ttl=116 time=39.115 ms

64 bytes from 172.217.16.227: icmp_seq=3317 ttl=116 time=28.878 ms

64 bytes from 172.217.16.227: icmp_seq=3318 ttl=116 time=56.436 ms

64 bytes from 172.217.16.227: icmp_seq=3319 ttl=116 time=55.148 ms

64 bytes from 172.217.16.227: icmp_seq=3320 ttl=116 time=169.989 ms

64 bytes from 172.217.16.227: icmp_seq=3321 ttl=116 time=24.484 ms

64 bytes from 172.217.16.227: icmp_seq=3322 ttl=116 time=44.146 ms

64 bytes from 172.217.16.227: icmp_seq=3323 ttl=116 time=115.875 ms

This is causing me issues with my work VPN reconnecting and zoom calls etc. having quality issues.  Luckily i still have my vodafone broadband running so have switched back to that for work and no issues seen at all!

I've now setup a BQM and will let this run and paste updates in here and i will upload HUB 3.0 stats but can someone take a look to see if this is power related or congestion.  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d97c984ecb7eb7df83e28b753a537bd777...

I don't think the engineer installing did any real tests for my broadband and as mentioned it does show good download speeds (550MB), uploads are around 15MB but latency is the issue. 

I need to understand whether this is likely to be resolved or i need to envoke the 14 day cancelling period.

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jb66
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Message 2 of 12
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Re: New Install High Latency

Looks like over utilisation, what are your signal levels?

markchev
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Re: New Install High Latency

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online
Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 -0.2 38 256 qam 25
2 234750000 -0.2 37 256 qam 13
3 242750000 -0.5 37 256 qam 14
4 250750000 -0.5 37 256 qam 15
5 258750000 -0.7 37 256 qam 16
6 266750000 -0.9 37 256 qam 17
7 274750000 -0.7 38 256 qam 18
8 282750000 -0.7 38 256 qam 19
9 290750000 -0.5 38 256 qam 20
10 298750000 -0.5 37 256 qam 21
11 306750000 -0.5 38 256 qam 22
12 314750000 -0.4 38 256 qam 23
13 322750000 -0.2 37 256 qam 24
14 338750000 -0.5 38 256 qam 26
15 346750000 -0.4 38 256 qam 27
16 354750000 -0.5 37 256 qam 28
17 362750000 -0.5 38 256 qam 29
18 370750000 -0.4 38 256 qam 30
19 378750000 -0.7 37 256 qam 31
20 386750000 -0.7 38 256 qam 32
21 394750000 -0.7 38 256 qam 33
22 402750000 -1 38 256 qam 34
23 410750000 -1 38 256 qam 35
24 418750000 -1.2 38 256 qam 36



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6 0
2 Locked 37.3 4 0
3 Locked 37.6 4 0
4 Locked 37.6 0 0
5 Locked 37.3 6 0
6 Locked 37.3 0 0
7 Locked 38.6 5 0
8 Locked 38.6 6 0
9 Locked 38.6 5 0
10 Locked 37.3 4 0
11 Locked 38.6 5 0
12 Locked 38.6 5 0
13 Locked 37.6 5 0
14 Locked 38.6 0 0
15 Locked 38.6 5 0
16 Locked 38.6 0 0
17 Locked 38.6 5 0
18 Locked 38.6 5 0
19 Locked 37.6 4 0
20 Locked 38.6 5 0
21 Locked 38.6 3 0
22 Locked 38.6 0 0
23 Locked 38.6 14 0
24 Locked 38.6 0 0


Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 45.8 5120 64 qam 6
2 32600012 45.8 5120 64 qam 5
3 39400019 45.8 5120 64 qam 4
4 46199905 47.3 5120 64 qam 3



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
22/04/2021 16:03:15 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 14:22:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 14:22:9 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:26:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:25:48 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:25:15 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:00:2 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 11:00:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 10:02:4 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 10:02:4 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 09:33:50 notice SW download Successful - Via Config file
22/04/2021 09:31:22 notice SW Download INIT - Via Config file
22/04/2021 09:31:11 Error Disruption during SW download - Power Failure
22/04/2021 09:28:24 notice SW Download INIT - Via Config file
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:3 critical 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:3 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:55 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Re: New Install High Latency

I agree with jb66 - I will ask VM to come here and comment

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
markchev
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Re: New Install High Latency

Many thanks 

Today's graph - same high latency alongside some packet loss

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d97c984ecb7eb7df83e28b753a537bd777...

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Ashleigh_C
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Re: New Install High Latency

Hi @markchev 

 

Thank you so much for your post and I am so sorry to hear this has happened after your install! 

 

I have had a look into your account and I can see that an outage has been raised for your area. The current estimated fix time for this April 30th at 12pm. I am so sorry for this I understand how frustrating outages are, especially after you have just been installed. 

 

Could you pop back after this time to let me know how things are looking? Thank you. 

Ash_C
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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jbrennand
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Re: New Install High Latency

Ashleigh has said its a known "outage". Perhaps they can provide the fault reference number for this?

It should therefore also be reported on the known fault places - the area status webpage" (link at top right of this forum), and the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

See what they say about it there. Hopefully it will be fixed in one weeks time - but remember these are just estimates.

I am still concerned that there may also be an over-utilisation issue. The BQM is a classic example of that, but only VM can say for sure. These can often take a long time to resolve. If it is, then they should never have added your connection at all. But lets hope it's not that and gets sorted soon.

Remember you have 14 days from the date of the service activation to cancel the contract with no financial penalties, so lets see how it is after the first fix date.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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markchev
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Re: New Install High Latency

@jbrennand, I agree this does look like over utilisation based on the graphing but I’ll reserve judgement until after the “fix” date. 
Outage is a very generic term and If an actual outage I wouldn’t expect that to cause latency fluctuations like I’m seeing! 

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jbrennand
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Re: New Install High Latency

We think alike 🙂

See what the 0800 number reports.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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ToffeeSurprise
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Message 10 of 12
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Re: New Install High Latency

Looks like both overutilisation AND a fault to me, I would not expect overutilisation to result in packet loss even during off peak hours. Equally I wouldn't expect a fault to cause those latency issues which subside outside peak hours.

With your cooling down period there's no harm in giving them a week. If it's not sorted I'd say bin it.

If there is overutilisation, run for the hills - and as jbrennand says it never should have been sold to you in the first place.