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Serious ping problems - erratic

Rogueywon
Joining in

I've been having erratic issues with ping for a few weeks now. Thought it might be a recurrence of an earlier issue with my coax cable, but no longer sure this is the case. Router stats:

3.0 Downstream channels

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

263387500007.90000240.946209QAM25626
11387500007.59999838.983261QAM2561
21467500007.59999838.983261QAM2562
31547500007.19999738.983261QAM2563
41627500007.09999838.983261QAM2564
51707500007.19999738.983261QAM2565
61787500007.19999740.366287QAM2566
71867500007.19999738.983261QAM2567
81947500007.09999838.983261QAM2568
92027500007.09999838.983261QAM2569
102107500007.09999838.983261QAM25610
112187500007.00000038.983261QAM25611
122267500006.80000338.983261QAM25612
132347500006.59999838.605377QAM25613
142427500006.80000338.983261QAM25614
152507500006.80000338.983261QAM25615
162587500006.90000240.366287QAM25616
172667500006.90000240.366287QAM25617
182747500007.40000240.366287QAM25618
192827500007.59999838.983261QAM25619
202907500007.90000238.983261QAM25620
212987500007.40000240.366287QAM25621
223067500007.30000340.366287QAM25622
233147500007.50000040.366287QAM25623
243227500008.00000040.946209QAM25624
253307500008.30000340.366287QAM25625
273467500007.50000040.366287QAM25627
283547500007.19999738.983261QAM25628
293627500007.00000038.983261QAM25629
303707500006.80000338.983261QAM25630
313787500006.19999738.605377QAM25631



3.0 Downstream channels

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

26Locked40.94620960
1Locked38.98326100
2Locked38.98326150
3Locked38.98326100
4Locked38.98326100
5Locked38.98326160
6Locked40.36628700
7Locked38.98326100
8Locked38.98326100
9Locked38.98326100
10Locked38.98326180
11Locked38.98326110
12Locked38.98326100
13Locked38.60537760
14Locked38.98326100
15Locked38.98326170
16Locked40.36628750
17Locked40.36628700
18Locked40.36628760
19Locked38.98326100
20Locked38.98326170
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked40.94620980
25Locked40.36628700
27Locked40.36628700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.60537700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM1024424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked437.3513956860

 

60 REPLIES 60

jpeg1
Alessandro Volta

@Ayisha_B wrote:

Hi @Rogueywon👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry you've been having some issues with the service.

Checking on things this side, at the time of writing, I am unable to identify any issues. 

How have things been since posting?


@Ayisha_B   You can see the issues clearly in the live BQM link posted in message #5.  The issues are in your network. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Not great - poor pings through much of Friday. Not all of it at peak times when I'd expect high utilisation either.

 

dffb628d889269212bfb0b1eda4ef0b02f2a7c79-17-02-2023

Edit: At times in the past, I've had problems with my coax cable/connector, whereby it can give a poor connection with erratic pings if it isn't positioned quite right. However, this time, no amount of jiggling the router around fixes things. Also, in the past that problem has generated loads of "No Ranging Response" errors, which isn't happening now.

jpeg1
Alessandro Volta

Intermittent cable connections would show up differently. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.


@Rogueywon wrote:

I considered that, but a weird spike for a couple of hours on a Sunday morning seems an odd fit...


Looks like one of the customers you share the capacity with or one of your own devices did a big upload. 

This gentleman has an upstream channel at 53.7 MHz. He only has 4 of them. Methinks getting his area onto 5 + the 3.1 channel would be a plan sooner rather than later assuming he's not on full fibre and RFoG.

Hi Rogueywon, 

Thanks for coming back to us about this connection issue you've been experiencing, I am sorry if it's continuing to cause frustration for you. 

We need to complete a Pin hole reset of the Hub in an attempt to resolve any unfound issues. Do this by holding a pen in the reset hole on the back of the Hub for 30 seconds. This will reboot the Hub and reset all Hub settings to default. If you have made any changes to the Hub's wireless settings you may need to reconnect your wireless devices to the Hub as the WiFi settings will now be back to default.

Our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. This means that the issues are most likely due to the equipment being used in the home.

All of the available checks have been performed on our network, however, you can also view the service status in your area by visiting our service status page.

Additionally, it is beneficial to reboot both your Hub and devices occasionally to help maintain a healthy network connection.

I have also checked your Hub stats on our side and they are all within spec, so no issues there. 

Please let us know if the pin hole reset resolves the issue. 

Thanks,

Megan_L

Thanks. I'm working at the moment, but will try the pin hole reset later.

I've done a pin hole reset and it hasn't helped. Ping still spiking like crazy. I'm back to wondering if it's a ropey coax cable.It feels unlikely to be utilisation at 10AM on a Thursday.

jpeg1
Alessandro Volta

Can you post a live link here, so we can see the BQM in real time?

Edit. I found the link you posted earlier. That's typical contention, due to too many users signed up locally. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi Rogueywon,

Thanks for coming back to us. 

I've had a look at the reports in your area and we can see some signs of a congestion issue, however it shouldn't be enough to be causing you all this trouble. 

We think that it'll be best to get an engineer visit booked so they can check over the cabling to see if there are any issues.

I've popped you over a private message now so I can take your details. Please look out for my message over at the purple envelope.

Thanks

Beth