Stevenage SG1 poor pings

[paul464646]

Need inputs as suffering poor latency in Stevenage in the SG1 area

Supper Hub 3 in modem mode and use Think broadband monitor:-

[Cardiffman282]

Check for local faults on 0800 561 0061 

[Joseph_B]

Hey @paul464646,

Welcome back to the Community Forums and thanks for the post.

Sorry to see you have been having these issues, looking into our systems we do not see anything that would flag as an error, can you confirm if you were able to check for any local outages or if this has since improved?

Joe

[paul464646]

Hello Joe,

Rechecked this morning still seeing latency issues they have got larger?

[jpeg1]

Post the live link to your BQM. Screen shots have to be approved by a moderator before they can be shown.

[John_GS]

Hi @paul464646 

Thanks for coming back to us.

The router has been up for over 2 months.

Are you OK to unplug it, wait 5 minutes and re-plug in again for me? Then monitor the connection?

Best wishes.

[paul464646]

Hello,

I switched off the modem off for ten minutes and restarted. I have noticed Post RS Errors, info / logs below and welcome your thoughts:-

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

1	203000000	3.7	38	256 qam	9
2	211000000	3.7	38	256 qam	10
3	219000000	3.5	38	256 qam	11
4	227000000	3.5	38	256 qam	12
5	235000000	3.5	38	256 qam	13
6	243000000	3.5	40	256 qam	14
7	251000000	3.5	40	256 qam	15
8	259000000	3.7	38	256 qam	16
9	267000000	3.5	38	256 qam	17
10	275000000	3.4	40	256 qam	18
11	283000000	3.2	38	256 qam	19
12	291000000	3	38	256 qam	20
13	299000000	2.9	38	256 qam	21
14	307000000	2.9	40	256 qam	22
15	315000000	2.7	38	256 qam	23
16	323000000	2.5	40	256 qam	24
17	331000000	2.5	38	256 qam	25
18	339000000	2.4	38	256 qam	26
19	347000000	2.4	38	256 qam	27
20	355000000	2.2	38	256 qam	28
21	363000000	2.2	40	256 qam	29
22	371000000	2.2	40	256 qam	30
23	379000000	2.4	38	256 qam	31
24	387000000	2.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	3610	126
2	Locked	38.6	3143	111
3	Locked	38.9	2352	90
4	Locked	38.9	1737	107
5	Locked	38.9	1261	39
6	Locked	40.3	920	61
7	Locked	40.3	832	36
8	Locked	38.9	681	35
9	Locked	38.9	550	37
10	Locked	40.3	502	37
11	Locked	38.9	517	1
12	Locked	38.9	420	0
13	Locked	38.9	342	0
14	Locked	40.3	209	0
15	Locked	38.9	151	0
16	Locked	40.3	104	0
17	Locked	38.6	77	13
18	Locked	38.6	84	0
19	Locked	38.9	72	0
20	Locked	38.9	78	0
21	Locked	40.9	69	13
22	Locked	40.3	40	17
23	Locked	38.9	32	10
24	Locked	40.3	27	3

[Paul_DN]

Hi paul464646,

Thank you for reaching out to us in our community and welcome back, sorry to see you are facing poor ping, I was able to locate you on our system with the details we have for you however was unable to see any issue, as you have a 3rd party Router and as advised have ours in Modem mode this means there is only so much we can see, please put the Router back in  Router mode so we can further checks.

Regards

Paul.

[paul464646]

Correct I the VM modem router is in modem only mode. As I run a custom router for security + VLAN's + VM! Putting the VM modem router back into router mode, would mean I taking my network offline whilst you test! as I'm not willing to compromise my network security / configurations with a VM modern router on my LAN.

What other options are available? As issues with my ping and more so the poor "Post RS Errors" numbers are related to the VM modern on your cable side i.e. downstream + upstream connection and not the router side of functionality which is LAN side?

[Daniel_Et]

Hi @paul464646, thank you for your response.

Unfortunately, we can't support you any further via this avenue unless you're willing to put your Hub into router mode.

In order to minimise the amount of time you'll need to make the change for, we'd suggest calling the customer service team on 0345 454 1111 (Option one, then two, then one), or 150 from a Virgin Media landline, and doing it while on the phone.

Please let us know how you get on.

Regards,
Daniel