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porlando
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Poor Latency and dropped packets in SM4 (Morden)

For at least 2 months I've experienced a lot of congestion on my 200mb virgin fibre broadband in the SM4 (Morden) area.

Throughout the day, from 9am until about 11pm, I get large ping spikes and dropped packets. I assumed this was down to extra congestion due to the lockdown and would eventually be fixed, but the connection gets worse every day.

A month ago I set up a Google Nest Wifi mesh and placed the virgin hub 3 in modem mode, but this hasn't helped the situation. I also restart the hub every few days.

The network log on the hub show intermittent T3 timeouts. E.g.

10/05/2020 11:54:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2020 05:15:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

An example ping result via ethernet during the day.

Ping statistics for x:
Packets: Sent = 19880, Received = 19562, Lost = 318 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 544ms, Average = 47ms

Is there a fix date for my area?

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porlando
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Re: Poor Latency and dropped packets in SM4 (Morden)

Below are the current Virgin Hub Status details.

Status

Item Status Comments

Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
60300004
Locked
Provisioning State
Online

 

Downstream bonded channels

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

14110000001.237256 qam31
21950000001.537256 qam8
32030000001.237256 qam9
42110000001.237256 qam10
52190000001.237256 qam11
6227000000137256 qam12
7235000000137256 qam13
8243000000137256 qam14
9251000000137256 qam15
102590000001.737256 qam16
112670000001.537256 qam17
122750000001.737256 qam18
132830000002.237256 qam19
142910000002.237256 qam20
152990000002.537256 qam21
163070000002.237256 qam22
173150000002.237256 qam23
183230000002.237256 qam24
193630000001.537256 qam25
203710000001.737256 qam26
213790000001.537256 qam27
223870000001.537256 qam28
233950000001.537256 qam29
244030000001.237256 qam30

Downstream bonded channels

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

1Locked37.66050
2Locked37.3465455
3Locked37.6374581
4Locked37.3371548
5Locked37.3298841
6Locked37.3242437
7Locked37.3220637
8Locked37.6185232
9Locked37.3166131
10Locked37.3158829
11Locked37.6142637
12Locked37.6130238
13Locked37.6118824
14Locked37.3102421
15Locked37.395937
16Locked37.391522
17Locked37.685015
18Locked37.67629
19Locked37.35700
20Locked37.35240
21Locked37.34820
22Locked37.36150
23Locked37.36280
24Locked37.35760

 

 

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porlando
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Re: Poor Latency and dropped packets in SM4 (Morden)

Upstream bonded channels

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

1603000044.2512064 qam1
2393999644.05512064 qam4
3461999494.05512064 qam3
4536999914.05512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
A,.iyewrkldJKDHSUBsgvca69834nc



Primary Downstream Service Flow

SFID27801
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID29652
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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Steven_L
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Re: Poor Latency and dropped packets in SM4 (Morden)

Thanks for getting in touch with us and I apologise for the issues that you're having with your services. I have been able to look into your account and found that you have a congestion fault in your area, with this you might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working on this right now with an estimated resolution date of today.

 

Please monitor your connection throughout today and tonight and come back to us if you don't see any improvement throughout the next 24 hours, please come back and we can get this looked into again.

 

Regards

Steven_L

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porlando
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Re: Poor Latency and dropped packets in SM4 (Morden)

Thanks Steven_L.

Throughout the past 48 hours I've been doing ping checks against google.com on a PC wired with gigabit ethernet.

Results are better but not back to normal. There is minimal network usage and the ping spikes quite a bit and there are still timeouts. Average pings are not the usual 10-20ms.

Pings on 13/05

15:31
Packets: Sent = 1841, Received = 1723, Lost = 118 (6% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 526ms, Average = 86ms

16:30
Packets: Sent = 1813, Received = 1675, Lost = 138 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 648ms, Average = 90ms

19:39
Packets: Sent = 2909, Received = 2623, Lost = 286 (9% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 676ms, Average = 102ms

23:27
Packets: Sent = 7625, Received = 7504, Lost = 121 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 578ms, Average = 45ms

 

14/05

12:16
Packets: Sent = 6707, Received = 6698, Lost = 9 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 488ms, Average = 27ms

18:01
Packets: Sent = 9075, Received = 9008, Lost = 67 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 463ms, Average = 45ms

20:24
Packets: Sent = 7897, Received = 7758, Lost = 139 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 580ms, Average = 46ms

23:38
Packets: Sent = 10655, Received = 10433, Lost = 222 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 9ms, Maximum = 558ms, Average = 48ms

 

15/05 (today)

10:25
Ping statistics for 216.58.212.228:
Packets: Sent = 154, Received = 151, Lost = 3 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 355ms, Average = 50ms

11:24
Ping statistics for 216.58.212.228:
Packets: Sent = 3439, Received = 3434, Lost = 5 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 486ms, Average = 27ms

12:08
Ping statistics for 172.217.169.4:
Packets: Sent = 2436, Received = 2408, Lost = 28 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 622ms, Average = 32ms

 

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Robert_P
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Re: Poor Latency and dropped packets in SM4 (Morden)

Thanks for the additional information we requested porlando, to look into this further I'm going to send you a Private Message if you could respond as soon as possible.

 

Thanks

 

Rob

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porlando
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Re: Poor Latency and dropped packets in SM4 (Morden)

Hi Rob,

The service was better for a couple of days since the estimated fix date you gave of 17/05.

From 3 days ago (19/05) the service is back to fluctuating throughout the day and being unusable in the evening/night.

This is becoming extremely frustrating as it's difficult to have meetings with the ping fluctuation and impossible to play games online in the evening with the high ping.

Below are some example ping results.

 

19/05 - 8pm

Packets: Sent = 893, Received = 883, Lost = 10 (1% loss),
Minimum = 12ms, Maximum = 466ms, Average = 49ms

 

20/05 - 3pm

Packets: Sent = 5862, Received = 5837, Lost = 25 (0% loss),
Minimum = 11ms, Maximum = 428ms, Average = 42ms

 

21/05 - 8pm

Packets: Sent = 334, Received = 308, Lost = 26 (7% loss),
Minimum = 18ms, Maximum = 853ms, Average = 121ms

Packets: Sent = 298, Received = 256, Lost = 42 (14% loss),
Minimum = 20ms, Maximum = 755ms, Average = 129ms

 

21/05 - 11pm

Packets: Sent = 8904, Received = 8824, Lost = 80 (0% loss),
Minimum = 15ms, Maximum = 451ms, Average = 38ms

 

These are the pings I'm seeing right now:

Packets: Sent = 245, Received = 225, Lost = 20 (8% loss),
Minimum = 19ms, Maximum = 621ms, Average = 79ms

 

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Robert_P
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Re: Poor Latency and dropped packets in SM4 (Morden)

Hello porlando,

 

Not sure if there has been a crossover somewhere but I have responded to you via PM.

 

Thanks

 

Rob

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m4rkw
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Re: Poor Latency and dropped packets in SM4 (Morden)

Hi

Curious to know if this was ever resolved satisfactorily?

I was vaguely thinking of switching to VM now they have good black friday deals but after past dealings with the company I'm very wary, even though the advertised speeds are orders of magnitude faster than what I get now.

Thanks

 

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