25-01-2021 10:57 - edited 25-01-2021 11:00
Hi - I hoping someone can help me.
I have been having ping issues and drop outs. Speed is usually okay but sometimes does go down where streaming is difficult. Worst of all is that working from home is becoming impossible with high latency and ping jitters. (All equipment is mostly hardwired with cat 6. Ubiquiti wifi plugged in)
I have tried all the hub diagnostics with the latest drop out and 'help' noting:
On looking at this helpful forum, I've monitored my network:
Can someone on the virgin side help here.....
on 25-01-2021 11:07
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 299000000 | 0 | 38 | 256 qam | 21 |
2 | 139000000 | 0.2 | 38 | 256 qam | 1 |
3 | 147000000 | 0.2 | 38 | 256 qam | 2 |
4 | 155000000 | 0.2 | 38 | 256 qam | 3 |
5 | 163000000 | 0.2 | 38 | 256 qam | 4 |
6 | 171000000 | 0.4 | 38 | 256 qam | 5 |
7 | 179000000 | 0.2 | 38 | 256 qam | 6 |
8 | 187000000 | 0 | 38 | 256 qam | 7 |
9 | 195000000 | -0.2 | 38 | 256 qam | 8 |
10 | 203000000 | -0.4 | 38 | 256 qam | 9 |
11 | 211000000 | -0.4 | 38 | 256 qam | 10 |
12 | 219000000 | -0.2 | 38 | 256 qam | 11 |
13 | 227000000 | -0.4 | 38 | 256 qam | 12 |
14 | 235000000 | -0.5 | 38 | 256 qam | 13 |
15 | 243000000 | -1 | 38 | 256 qam | 14 |
16 | 251000000 | -1.4 | 38 | 256 qam | 15 |
17 | 259000000 | -1.4 | 38 | 256 qam | 16 |
18 | 267000000 | -0.7 | 38 | 256 qam | 17 |
19 | 275000000 | -0.2 | 38 | 256 qam | 18 |
20 | 283000000 | 0 | 38 | 256 qam | 19 |
21 | 291000000 | 0 | 38 | 256 qam | 20 |
22 | 307000000 | 0 | 38 | 256 qam | 22 |
23 | 315000000 | 0.2 | 38 | 256 qam | 23 |
24 | 323000000 | 0.5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 145 | 5080 |
2 | Locked | 38.6 | 682 | 4382 |
3 | Locked | 38.9 | 605 | 4372 |
4 | Locked | 38.9 | 577 | 13138 |
5 | Locked | 38.9 | 1600 | 3690 |
6 | Locked | 38.6 | 1844 | 11832 |
7 | Locked | 38.6 | 2133 | 11224 |
8 | Locked | 38.6 | 1902 | 13723 |
9 | Locked | 38.9 | 403 | 5069 |
10 | Locked | 38.6 | 425 | 13160 |
11 | Locked | 38.9 | 285 | 4976 |
12 | Locked | 38.9 | 256 | 5643 |
13 | Locked | 38.6 | 223 | 5585 |
14 | Locked | 38.6 | 248 | 5082 |
15 | Locked | 38.6 | 240 | 5118 |
16 | Locked | 38.6 | 289 | 5446 |
17 | Locked | 38.6 | 288 | 5141 |
18 | Locked | 38.6 | 236 | 5686 |
19 | Locked | 38.9 | 199 | 5120 |
20 | Locked | 38.9 | 219 | 5213 |
21 | Locked | 38.9 | 231 | 5219 |
22 | Locked | 38.9 | 115 | 5300 |
23 | Locked | 38.6 | 81 | 5410 |
24 | Locked | 38.9 | 83 | 5675 |
on 25-01-2021 11:10
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 43.5 | 5120 | 64 qam | 2 |
2 | 39400000 | 43.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 43.5 | 5120 | 64 qam | 3 |
4 | 60300000 | 43.8 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 11 | 2 |
3 | ATDMA | 0 | 0 | 12 | 1 |
4 | ATDMA | 0 | 0 | 2 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | 9834ncxv9873254k;fg87dsfd;kfo |
Primary Downstream Service Flow
SFID | 3016 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 3015 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
on 25-01-2021 11:17
Network Log
Time Priority Description
25/01/2021 11:03:13 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:35 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:26 | Warning! | Lost MDD Timeout;CM-MAC=*:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:22 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:44:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:43:23 | 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; |
25/01/2021 10:42:53 | Warning! | TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/01/2021 10:42:53 | Warning! | Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 25-01-2021 11:42
BQM is amongst the worst I've seen, the Network log is a horror show, plus far too many upstream timeouts, and too many uncorrected downstream errors. There may be an underlying over-utilisation fault (in which case cut your losses and get a new ISP), but it is all so bad that it is difficult to accurately conclude, so let's see what the forum staff can advise. I've flagged your post for the staff to comment. They'll need your hub in router mode to check the figures. If you can cope, stick the hub in router mode, but give it the same wifi name and password as your Ubiquiti, because although the wifi won't be as good, most devices will still be able to connect without fiddling with each one.
on 25-01-2021 14:16
Good morning @Krish_Vir
Welcome to the forums and thank you for taking the time to post.
That BQM doesn't look to good at all. I am sorry to hear that you have been having such struggles whilst working from home.
I would like to take a further look into this for you, so that I am able to assist you I will need to drop you a PM.
Kind regards,
Zak_M
on 25-01-2021 14:39
Thanks Andruser for flagging.
I've just replied to the PM Zak. Look forward to getting this resolved asap.
For all the forum readers: I'll post here once resolved in case anyone else having similar BQM...
on 25-01-2021 14:53
Thank you for providing me that information via PM @Krish_Vir
I have just taken a look over your account, I can see that there is currently a big SNR issues in your area. We are due to get this resolved today however the date are only given as an estimate.
I am going to keep an eye on things from our end and get back to you as soon as there is any more information.
Kind regards,
Zak_M
on 26-01-2021 09:33
So the 'issue in my area' was supposedly resolved this morning and now my virgin media notes there are no issues in my area...
As you can see from BQM, the lost packets and ping/jitter issue remains the same.
Can you look into this?
on 26-01-2021 12:07
Good Afternoon @Krish_Vir
I have taken another look over the account this morning, there is an ongoing utilisation issue that has been ongoing since October, we are due to fix this on the 5th of February but as previously advised we are only able to offer this as an advisory date.
Kind regards,
Zak_M