Virgin issue latency/performance issues

[dezc2000]

Hey,

I've been experiencing issues with Virgin past month or so. Never had a problem before (customer for 10+ years), but all of a sudden I'm seeing really bad latency when gaming, and sometimes the browser won't load pages, before loading on refresh.

Info below.  Anyone any idea what I can do to improve things, before getting Virgin involved? I'm in Scotland, West Lothian, Linlithgow (in case that helps / others have the same issue!)

Note, initially router blocked ping, so if you see a large red block on the graph it's because of that 🙂

https://www.thinkbroadband.com/broadband/monitoring/quality/share/18ea5e5171d5fe227e1c672c247b8260e9...

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	323000000	1.4	38	256 qam	24
2	139000000	-0.7	37	256 qam	1
3	147000000	-1	37	256 qam	2
4	155000000	-1	38	256 qam	3
5	163000000	-0.9	38	256 qam	4
6	171000000	-0.7	38	256 qam	5
7	179000000	-0.5	38	256 qam	6
8	187000000	-0.4	38	256 qam	7
9	195000000	-0.4	37	256 qam	8
10	203000000	-0.2	38	256 qam	9
11	211000000	-0.2	38	256 qam	10
12	219000000	0	37	256 qam	11
13	227000000	0	36	256 qam	12
14	235000000	0	38	256 qam	13
15	243000000	-0.2	38	256 qam	14
16	251000000	-0.4	38	256 qam	15
17	259000000	0	38	256 qam	16
18	267000000	0.5	38	256 qam	17
19	275000000	0.5	38	256 qam	18
20	283000000	0.5	38	256 qam	19
21	291000000	0.5	38	256 qam	20
22	299000000	1	38	256 qam	21
23	307000000	0.9	38	256 qam	22
24	315000000	1.2	40	256 qam	23

Downstream bonded channels

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

1	Locked	38.9	26547	1042
2	Locked	37.6	-169807806	124191825
3	Locked	37.3	2143488817	121253086
4	Locked	38.6	330332131	8797270
5	Locked	38.6	145079057	6770434
6	Locked	38.6	102046769	259822
7	Locked	38.6	41005711	43073
8	Locked	38.6	586632446	52187
9	Locked	37.6	711217600	39625
10	Locked	38.9	383161375	24555
11	Locked	38.6	80231321	22434
12	Locked	37.6	87292451	20599
13	Locked	36.6	91289812	59109
14	Locked	38.9	192700570	36604
15	Locked	38.9	51779282	8548
16	Locked	38.9	18459709	6557
17	Locked	38.6	708638	2933
18	Locked	38.6	23079724	19692
19	Locked	38.9	1469678	9403
20	Locked	38.9	3462933	1807
21	Locked	38.9	3466020	1489
22	Locked	38.6	30771937	4535790
23	Locked	38.9	20237	1332
24	Locked	40.3	18956	1087

[John_GS]

Hi dezc2000

Thanks for posting and welcome to the community. I am sorry to hear of the issues with the broadband and have done a system check. No issues are showing, no outages. All levels are in spec, no SNR or congestion issues. 

Have you got the issues on wireless and wired or one of the two?

Best,

[dezc2000]

I'm getting it on both wired and wireless.  The latest "Think Broadband" monitor has significant latency spikes starting around 10:30 am today, and I'm seeing these messages on the router status too:

02/07/2022 12:15:10	Warning!	RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
01/07/2022 08:28:18	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
01/07/2022 08:28:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

(Mac addresses edited out)

I'm also on M600 broadband (with a Hub3) and the max. speed I ever get (wired, direct to Synology router, which is wired direct to Hub3) is around 90mbps.  Something doesn't seem right there either??

[legacy1]

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