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coffeym
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Very high latency every evening

From early evening each night, through to around midnight, I am getting very high latency of approximately 250ms which lasts throughout this period.  For the remainder of the day, the latency is an acceptable 30ms.  I'm including a snapshot of a typical day's BQM to show how this happens quite suddenly between 7pm and 8pm and lasts for a few hours.

Any ideas for what is causing this?

I have done all the usual things like restarting the Hub, studying the network access of my computers etc. to ensure they're not doing anything that would cause this (including turning them off before 7pm to test).  Is this over-utilisation?  It goes without saying that this makes anything like gaming entirely impossible during the period of high latency.

I will add outputs from the Hub in subsequent posts in this thread.

Thanks for any help, and I'd appreciate it if Virgin staff would take a look for me.

coffeym_0-1618174014614.png

 

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coffeym
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Re: Very high latency every evening

Downstream bonded channels

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

13310000002.538256 qam25
22030000003.938256 qam9
3211000000438256 qam10
42190000003.938256 qam11
52270000003.738256 qam12
62350000003.538256 qam13
72430000003.538256 qam14
82510000003.438256 qam15
9259000000338256 qam16
102670000002.938256 qam17
112750000002.538256 qam18
122830000002.238256 qam19
132910000002.238256 qam20
142990000002.438256 qam21
153070000002.538256 qam22
163150000002.538256 qam23
173230000002.538256 qam24
183710000003.438256 qam26
193790000003.238256 qam27
20387000000338256 qam28
213950000003.538256 qam29
224030000003.738256 qam30
234110000003.738256 qam31
244190000003.538256 qam32



Downstream bonded channels

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

1Locked38.600
2Locked38.650
3Locked38.940
4Locked38.650
5Locked38.650
6Locked38.950
7Locked38.630
8Locked38.650
9Locked38.940
10Locked38.670
11Locked38.960
12Locked38.950
13Locked38.660
14Locked38.660
15Locked38.940
16Locked38.660
17Locked38.960
18Locked38.600
19Locked38.650
20Locked38.9100
21Locked38.950
22Locked38.9100
23Locked38.9100
24Locked38.600
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coffeym
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Re: Very high latency every evening

Upstream bonded channels

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

16030001929512064 qam9
23939999629512064 qam12
34620000029512064 qam11
45370000029512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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coffeym
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Re: Very high latency every evening

Further note: This issue appears to be affecting customers in Northern Ireland across multiple post codes.  This thread discusses the same problem and the issue is clearly not fixed, despite what that user has been told. VM - please look into this and escalate.

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Serena_C
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Re: Very high latency every evening

Hi @coffeym


Welcome to the Community Help Forums 🙂 Thank you for your post regarding the high latency you are experiencing every evening. I have taken a look at your account and there are issues with your upstream power levels, so I have booked a technician visit for you to get this sorted out.

 

Please log into your account here to check the time and date of your appointment. If this is an inconvenient time, you can reschedule the appointment from My Virgin Media.

 

Thanks,

Serena

 

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coffeym
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Re: Very high latency every evening

Thanks. However, even if there are issues with my power levels, the issue of high latency in the evenings is widespread and so won’t be fixed by anything to do with my individual connection.

Please please read the thread I linked to above, where the issue is explored. A group of us have run various tests and determined that only certain external IP addresses are affected by the issue. This points to a fundamental infrastructure issue with Virgin’s hardware, not anything to do with users’ individual connection.

This really needs to be escalated to those responsible for maintaining the core Virgin network. Please can you confirm you’ve read the thread linked above and recognise the issue is widespread? Please can you confirm this has been brought to the attention of  network engineers to run tests?

It’s extremely frustrating to have each of us treated as though our issues exist in isolation, when the evidence is all presented in that thread which points towards a core network problem that needs further investigation, as the issue affects so many people and begins like clockwork every evening.

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Adduxi
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Re: Very high latency every evening


@coffeym wrote:

<snip>   This really needs to be escalated to those responsible for maintaining the core Virgin network. Please can you confirm you’ve read the thread linked above and recognise the issue is widespread? Please can you confirm this has been brought to the attention of  network engineers to run tests?

It’s extremely frustrating to have each of us treated as though our issues exist in isolation, when the evidence is all presented in that thread which points towards a core network problem that needs further investigation, as the issue affects so many people and begins like clockwork every evening.


Really good suggestions for troubleshooting, but I'll not hold my breath.  I'm also posting on the other threads and it's so depressing to read the same old crib sheet response from VM.  It's as if they don't read any of the thread, but just treat each case as a separate issue, despite overwhelming evidence it's network wide.

Maybe if we just rebooted the Hubs every five minutes that might make it go away 😉 

Serena_C
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Re: Very high latency every evening

 I have read this thread and the thread you posted as a link in your previous post, sorry to hear that there are widespread latency issues occuring in your area.  Although there may be further issues outside of your own personal network, until we have resolved the power levels that are affecting your connection unfortunately there isn't much else we can do yet. Once the power levels are back in range we will then be able to look at things in more details for the cable you are on. Apologies.

 

Serena

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