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Very High Latency and Regular Slow Speeds

Hi All,

I've recently been experiencing extremely high ping spikes of 1000+ms but consistently resting at 100+ms. It's becoming an increasing problem in the household with a few gamers and the broadband speeds have been at unacceptable levels too. I am in area 20 so perhaps there may be high levels of congestion as I know there are a large number of Virgin Media customers here.

It would be great to get an insight into where the issue may lie!

Network stats below:

Item Status Comments

Acquired Downstream Channel (Hz)
482750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

Downstream Bonded Channels

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

1482750000-1.238256 qam40
2266750000-2.736256 qam17
3274750000-1.936256 qam18
4282750000-136256 qam19
5290750000036256 qam20
62987500000.236256 qam21
73067500000.937256 qam22
83147500000.937256 qam23
9322750000137256 qam24
103307500001.437256 qam25
113707500001.737256 qam26
123787500001.237256 qam27
13386750000-0.237256 qam28
14394750000-0.537256 qam29
15402750000-0.537256 qam30
16410750000-0.538256 qam31
17418750000-0.737256 qam32
18426750000-137256 qam33
19434750000-0.538256 qam34
20442750000-1.238256 qam35
21450750000-138256 qam36
22458750000-1.437256 qam37
23466750000-1.237256 qam38
24474750000-1.437256 qam39

 

Downstream Bonded Channels

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

1Locked38.626789882
2Locked36.66701943188911
3Locked36.35983303163107
4Locked36.65251495135841
5Locked36.64643782113365
6Locked36.6408305493782
7Locked37.3353640073599
8Locked37.6306371657213
9Locked37.6271916245440
10Locked37.6244151836785
11Locked37.614011998268
12Locked37.312879966122
13Locked37.611640934169
14Locked37.610367302757
15Locked37.69110211761
16Locked38.68343771288
17Locked37.67581971050
18Locked37.6676034786
19Locked38.6581593458
20Locked38.6529020379
21Locked38.6453775247
22Locked37.6405630170
23Locked37.6351889129
24Locked37.6311370104

 

Upstream Bonded Channels

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

1394000004.475512064 qam4
2462000654.6512064 qam3
3537000004.675512064 qam2
4603000484.625512064 qam1

 

Upstream Bonded Channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Kind regards

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Re: Very High Latency and Regular Slow Speeds

Hi

firstly area 20 isn't a geographic area, it is a billing code, so not everyone in area 20 is near each other and not on the same segment of the network.  Area 20 means that Nynex installed the original cables in your area and I believe they had franchises all over England and Northern Ireland, not just one area.

Is it only slow during the day?  Since the lock down a few segments of the network are struggling with a lack of capacity, this typically results in slow speeds between 7am and midnight weekdays and all weekend but normal speeds outside of those hours.

Power levels look OK.  The large number of Post RS errors on the downstream don't look great, but they might be a historical build up.  When was the hub last rebooted?

Please copy and paste the network log to see if it shows anything unusual.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Very High Latency and Regular Slow Speeds

Hi Scott,

Thank you for the insight into the area code, wasn't aware of that being billing associated.

Regarding slow speeds and high latency, the issue is certainly more noticeable during peak times but is still consistently problematic even outside of these hours.

The hub was last rebooted around 2 weeks ago so may be a bit of a historical build up.

Network Log

Time Priority Description

06/05/2020 20:37:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 11:26:40ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 04:59:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2020 19:41:40ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 03:35:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 23:17:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 00:10:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 00:07:40criticalReceived 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;
01/05/2020 00:06:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 00:06:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 00:05:25criticalReceived 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;
01/05/2020 00:04:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 00:04:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 06:11:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 20:53:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 13:48:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 13:47:49criticalReceived 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;
27/04/2020 13:47:19Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 13:47:19Warning!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;
27/04/2020 13:45:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Kind regards,

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Re: Very High Latency and Regular Slow Speeds

A few unhealthy errors in the log on the 1st but seems to have been OK since then.

Try rebooting the hub and see if the Post RS errors on the downstream start to climb rapidly.

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Re: Very High Latency and Regular Slow Speeds

Hi Scott,

After giving the hub a restart at around 3am last night. These are the Post RS errors showing on the downstream now:

 

Downstream bonded channels

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

1Locked37.66891390
2Locked35.7214418350
3Locked36.3181495480
4Locked36.3147659350
5Locked36.6119666349
6Locked36.395215442
7Locked37.674803391
8Locked37.358973457
9Locked37.648899455
10Locked37.641931421
11Locked37.321529647
12Locked37.619560464
13Locked37.317451467
14Locked37.315377171
15Locked37.613747484
16Locked37.612694487
17Locked37.611823588
18Locked37.611002517
19Locked38.610109590
20Locked38.69708506
21Locked37.688081925
22Locked37.68261606
23Locked37.67601507
24Locked37.67285704

 

I also thought it was worthwhile including the network log again and the events that have displayed since restart.

 

Network Log

Time Priority Description

07/05/2020 16:18:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 16:18:20Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 11:48:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 11:48:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 11:48:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Kind regards,

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Re: Very High Latency and Regular Slow Speeds

Morning KGriffiths37,

 

Thanks for posting and welcome to our community 🙂

 

Sorry to see you're having some issues with the connection. I've had a look and can see that you're affected by an area congestion issue. The estimated fix date for this is 20th June 12am. 

 

I've checked your hub and all the levels are within the specifications we would expect, there's still a couple of things you could try whilst the issue is ongoing, where possible connect using an Ethernet cable. 

 

The more devices you have connected via wireless, the more this will impact your connection. Try disconnecting or powering off any devices that you're not using.
 

Try changing the wireless channel to auto to ensure you're on the best channel available.

 

Alex_Rm

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Re: Very High Latency and Regular Slow Speeds

@KGriffiths37 I'm not sure an area congestion issue would result in the "RCS Partial service" errors that are in your log or the large number of Post RS errors on the downstream.

Regardless the VM systems will not allow an engineer visit to be booked while an area fault is active.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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