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vm711
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Message 1 of 11
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Packet Loss and Latency

We've been experiencing intermittent packet loss and latency since we signed up to Virgin Media in Oct 2020. It's more noticeable sometimes (internet basically unusable). Usually reboot the hub but it seems to have very little effect.

No faults or outages shown on Service Status.

Hoping someone can help resolve this as when it works the speed is good.

BQM:

Yesterday:

My Broadband Ping - VM

Today so far:

My Broadband Ping - VM

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vm711
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Message 2 of 11
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Re: Packet Loss and Latency

Downstream bonded channels

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

11947500004.340256 qam8
21387500004.938256 qam1
31467500004.538256 qam2
41547500004.640256 qam3
51627500004.840256 qam4
61707500004.640256 qam5
71787500004.538256 qam6
81867500004.538256 qam7
92027500004.338256 qam9
10210750000440256 qam10
112187500003.940256 qam11
122267500003.538256 qam12
132347500003.238256 qam13
142427500003.238256 qam14
152507500003.440256 qam15
162587500003.240256 qam16
17266750000340256 qam17
182747500002.738256 qam18
192827500002.938256 qam19
202907500003.240256 qam20
212987500003.238256 qam21
223067500003.240256 qam22
233147500003.240256 qam23
243227500003.540256 qam24



Downstream bonded channels

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

1Locked40.3920
2Locked38.9891231
3Locked38.9234238
4Locked40.3191119
5Locked40.321273
6Locked40.32080
7Locked38.61780
8Locked38.61150
9Locked38.91450
10Locked40.31380
11Locked40.3590
12Locked38.9610
13Locked38.9610
14Locked38.9660
15Locked40.3670
16Locked40.3620
17Locked40.3560
18Locked38.9790
19Locked38.9790
20Locked40.3690
21Locked38.9560
22Locked40.3570
23Locked40.3690
24Locked40.3730
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vm711
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Re: Packet Loss and Latency

Upstream bonded channels

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

14620000244.5512064 qam3
23940000744.5512064 qam4
35370002946512064 qam2
46030000946512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0020
3ATDMA0000
4ATDMA0000
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vm711
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Re: Packet Loss and Latency

Network Log

Time Priority Description

16/04/2021 13:36:35noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 15:26:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 15:26:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 03:27:52criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 01:01:46Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 14:30:0noticeLAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 08:02:54criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 16:39:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 16:39:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 07:25:23criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 04:39:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 04:39:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 10:00:22criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:39:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:39:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 13:49:45criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
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vm711
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Message 5 of 11
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Re: Packet Loss and Latency

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ewrkldJKDHSUBsgvca69834nc



Primary Downstream Service Flow

SFID10754
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID10701
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Zak_M
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Message 6 of 11
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Re: Packet Loss and Latency

Good afternoon @vm711 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your services. 

 

Are you able to let me know if this issue happens with both wired and WiFi connection? 

 

Kind regards,

Zak_M

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vm711
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Message 7 of 11
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Re: Packet Loss and Latency

Hi Zak,

Thanks for your reply.

The Virgin Home Hub 3.0 is in Modem only mode. Wired into a DrayTek 2862ac router.

We notice the intermittent packet loss and latency on both wired and WiFi connections.

When it happens, web pages will stall and take longer to fully load on all devices. Sometimes the iPhone will notify of no internet connection on Wifi.

At the same time there will be issues streaming content via hardwired Apple TV and noticeable quality drop.

Here's the BQM graphs for the weekend. There was a noticeable lag / packet loss on both mornings:

Sat

My Broadband Ping - VM

Sun

My Broadband Ping - VM 

Any help is appreciated.

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vm711
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Message 8 of 11
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Re: Packet Loss and Latency

Just to add our area ref is 22 if it helps.

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lotharmat
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Message 9 of 11
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Re: Packet Loss and Latency

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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vm711
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Re: Packet Loss and Latency

Thanks lotharmat for the reply.

No issues reported on 0800 561 0061 status number either.

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