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Lifeclown
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Packet Loss / Low Upload speeds and Ping

Hey there! So far so good with download speeds on my Virgin connection, however when it comes to ping in certain situations, i.e. Games, livestreaming (Myself and my flatmate occasionally stream to Twitch) can be a little annoying. It's more of an issue with occassional spikes rather than consistency which honestly, makes it more annoying imo 

Gonna include a link to the BQM that I just started running about an hour ago to see what's what 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/571cd9b74c00ebff380f49ad20bdc8778c325f70

 

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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

As a followup to this, I've ran multiple speed-tests to spot what's actually fluctuating, and it appears as if our upload only caps at around 9Mbps, dipping down hard to 2mbps consistently (This is what's causing a lot of the issues I believe) - ready to provide whatever is needed, but extra detail wise, we're both on a wired connection straight into our hub, no splitters or anything 

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conman33158
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Re: Packet Loss / Low Upload speeds and Ping

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

***********************************************************************************************************************************
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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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

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

13310000007.437256 qam25
2203000000838256 qam9
32110000007.938256 qam10
42190000007.538256 qam11
52270000007.538256 qam12
62350000006.938256 qam13
72430000006.938256 qam14
82510000006.538256 qam15
9259000000738256 qam16
102670000006.938256 qam17
112750000007.338256 qam18
12283000000738256 qam19
132910000007.138256 qam20
142990000007.338256 qam21
153070000007.638256 qam22
163150000007.440256 qam23
173230000007.538256 qam24
183710000007.438256 qam26
19379000000737256 qam27
203870000007.637256 qam28
213950000007.837256 qam29
22403000000837256 qam30
234110000007.536256 qam31
244190000007.836256 qam32



Downstream bonded channels

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

1Locked37.94990
2Locked38.9150
3Locked38.9200
4Locked38.9220
5Locked38.6250
6Locked38.9290
7Locked38.9400
8Locked38.9500
9Locked38.6240
10Locked38.6380
11Locked38.9270
12Locked38.9500
13Locked38.9460
14Locked38.9560
15Locked38.9320
16Locked40.3370
17Locked38.9500
18Locked38.91810
19Locked37.93440
20Locked37.68430
21Locked37.64290
22Locked37.36410
23Locked36.62620
24Locked36.62400
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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

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

14619992640.5512032 qam1
22579998640.3512032 qam4
33940028040512016 qam2
43260024640.3512016 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0000
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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060+voc-b.cm



Primary Downstream Service Flow

SFID480288
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID480287
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

Network Log

Time Priority Description

27/01/2021 14:57:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 17:09:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 16:56:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 04:51:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 04:56:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 03:17:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 16:56:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 16:42:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 15:26:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 01:23:34noticeSW download Successful - Via NMS
12/01/2021 01:21:31noticeSW Download INIT - Via NMS
11/01/2021 15:16:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 04:56:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 04:56:17ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 11:10:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 00:47:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 00:47:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 00:28:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 00:28:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Lifeclown
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Re: Packet Loss / Low Upload speeds and Ping

There you go! That's a whole lot of copy and paste! 

Hopefully this is what you were after? 

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conman33158
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Message 9 of 13
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Helpful Answer

Re: Packet Loss / Low Upload speeds and Ping

Ok mate, your upload streams should all be at 64 QAM

14619992640.5512032 qam1
22579998640.3512032 qam4
33940028040512016 qam2
43260024640.3512016 qam3

 

However your BQM is showing signs of over utilisation and with more people working from home, using Netflix and online gaming things are more stressed than ever and not likely to improve any time soon. Although you still need and engineer to put things right with your upload stats but it might not improve things much because of the over utilisation but it's a start. It's best to ring VM after 8am or alternatively you can wait here for a Virgin staff member to pick it up, typically between 5-10 days, sometime sooner, sometimes later depending on how busy they are.

In the meantime you could try a factory reset to see if it re-establishes a better connection. 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 15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

***********************************************************************************************************************************
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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Lifeclown
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Message 10 of 13
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Re: Packet Loss / Low Upload speeds and Ping

Alright, thanks for getting back to me on this (I thought utilization might be a thing, but wasn't sure as to why it's suddenly spiked this bad all of a sudden) - Seems it's down to the QAM dropping in the way it has, I'll get on with Virgin 

I ran a reset earlier, and no dice. Seems like i'll need to grab hold of that engineer 

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