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Krish_Vir
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Message 1 of 24
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Packet Loss and High Ping - Working from home impossible!

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: Capture.JPG

On looking at this helpful forum, I've monitored my network: 

My BQM 

Capture2.JPG

Can someone on the virgin side help here..... 

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Krish_Vir
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Re: Packet Loss and High Ping - Working from home impossible!

Downstream bonded channels

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

1299000000038256 qam21
21390000000.238256 qam1
31470000000.238256 qam2
41550000000.238256 qam3
51630000000.238256 qam4
61710000000.438256 qam5
71790000000.238256 qam6
8187000000038256 qam7
9195000000-0.238256 qam8
10203000000-0.438256 qam9
11211000000-0.438256 qam10
12219000000-0.238256 qam11
13227000000-0.438256 qam12
14235000000-0.538256 qam13
15243000000-138256 qam14
16251000000-1.438256 qam15
17259000000-1.438256 qam16
18267000000-0.738256 qam17
19275000000-0.238256 qam18
20283000000038256 qam19
21291000000038256 qam20
22307000000038256 qam22
233150000000.238256 qam23
243230000000.538256 qam24



Downstream bonded channels

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

1Locked38.61455080
2Locked38.66824382
3Locked38.96054372
4Locked38.957713138
5Locked38.916003690
6Locked38.6184411832
7Locked38.6213311224
8Locked38.6190213723
9Locked38.94035069
10Locked38.642513160
11Locked38.92854976
12Locked38.92565643
13Locked38.62235585
14Locked38.62485082
15Locked38.62405118
16Locked38.62895446
17Locked38.62885141
18Locked38.62365686
19Locked38.91995120
20Locked38.92195213
21Locked38.92315219
22Locked38.91155300
23Locked38.6815410
24Locked38.9835675
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Krish_Vir
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Re: Packet Loss and High Ping - Working from home impossible!

Upstream bonded channels

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

15370000043.5512064 qam2
23940000043.5512064 qam4
34620000043.5512064 qam3
46030000043.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00112
3ATDMA00121
4ATDMA0020

 

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

SFID3016
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID3015
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort




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Krish_Vir
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Message 4 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

Network Log

Time Priority Description

25/01/2021 11:03:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:26Warning!Lost MDD Timeout;CM-MAC=*:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:44:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:43:23criticalReceived 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 10:42:53Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 10:42:53Warning!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;
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Andruser
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Message 5 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Zak_M
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Message 6 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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

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Krish_Vir
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Message 7 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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...

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Zak_M
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Message 8 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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

Krish_Vir
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Message 9 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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? 

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Zak_M
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Message 10 of 24
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Re: Packet Loss and High Ping - Working from home impossible!

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

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