download latency 300-400ms!

[sharrattm]

i recently switched back to Virgin Media after several years (on BT Openreach/Sky Broadband)

i never had an issue with Sky, despite just being on a 70mbps connection.

on returning to VM I've now got a super fast 350Mb/s download (and it usually reports 350-380Mbps on various speedtest checks)

but with a terrible download latency 300-400ms.

Im using a wired Gb connection, not using wifi, and have the 'latest' Hub 5 but still get this poor result, and looking through the messages here it seem to be a common issue with Virgin Media (unfortunately).

I dont want to switch back to BTO but may have to if this continues. (i regularly work from home and need a reliable VPN connection, and for  online calls etc, plus for streaming too. )

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	331000000	3.5	41	QAM 256	25
2	179000000	4.7	41	QAM 256	6
3	187000000	4.6	41	QAM 256	7
4	195000000	4.6	41	QAM 256	8
5	203000000	4.3	41	QAM 256	9
6	211000000	4.3	41	QAM 256	10
7	219000000	4.3	41	QAM 256	11
8	227000000	4.1	41	QAM 256	12
9	235000000	3.8	41	QAM 256	13
10	243000000	3.6	41	QAM 256	14
11	251000000	3.5	41	QAM 256	15
12	259000000	3.6	41	QAM 256	16
13	267000000	3.8	41	QAM 256	17
14	275000000	4	41	QAM 256	18
15	283000000	4.2	41	QAM 256	19
16	291000000	4.3	41	QAM 256	20
17	299000000	4	41	QAM 256	21
18	307000000	3.6	41	QAM 256	22
19	315000000	3.5	41	QAM 256	23
20	323000000	3.5	41	QAM 256	24
21	339000000	3.6	41	QAM 256	26
22	347000000	3.6	41	QAM 256	27
23	355000000	3.4	41	QAM 256	28
24	363000000	3.4	41	QAM 256	29
25	371000000	3.3	41	QAM 256	30
26	379000000	2.8	41	QAM 256	31
27	387000000	2.3	41	QAM 256	32
28	395000000	2	41	QAM 256	34
29	403000000	2.1	41	QAM 256	35
30	411000000	2.2	41	QAM 256	36
31	419000000	2.5	41	QAM 256	37

Downstream bonded channels

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

1	Locked	41	19	0
2	Locked	41	19	0
3	Locked	41	22	0
4	Locked	41	22	0
5	Locked	41	22	0
6	Locked	41	20	0
7	Locked	41	17	0
8	Locked	41	20	0
9	Locked	41	25	0
10	Locked	41	23	0
11	Locked	41	19	0
12	Locked	41	13	2
13	Locked	41	17	0
14	Locked	41	20	0
15	Locked	41	20	0
16	Locked	41	21	0
17	Locked	41	25	0
18	Locked	41	18	0
19	Locked	41	21	0
20	Locked	41	19	0
21	Locked	41	20	0
22	Locked	41	17	0
23	Locked	41	22	0
24	Locked	41	25	0
25	Locked	41	31	0
26	Locked	41	28	0
27	Locked	41	25	0
28	Locked	41	30	0
29	Locked	41	33	0
30	Locked	41	44	17
31	Locked	41	31	13

Upstream bonded channels

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

0	49600000	45.8	5120	QAM 64	1
1	43100000	45.8	5120	QAM 64	2
2	36600000	45.5	5120	QAM 64	3
3	30100000	45.8	5120	QAM 64	4
4	23600000	46.5	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

(I've masked out the mac address in the network logs)

Network Log

Time	Priority	Description
19-02-2023 11:04:55	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 10:57:12	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 10:51:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 10:49:27	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 10:44:05	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 10:42:13	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 09:33:58	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 09:31:40	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 09:29:03	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
19-02-2023 09:27:15	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 17:20:22	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 17:17:08	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 16:32:01	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 16:30:16	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 16:28:37	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 16:09:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 16:07:23	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 15:28:58	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 15:27:08	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 15:26:07	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 12:21:37	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 12:19:25	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 11:50:26	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 11:37:02	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 11:34:47	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 11:29:13	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
18-02-2023 11:26:52	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

[legacy1]

Yes big fat buffer not being QoS/BWM for your bandwidth so if you want better latency when downloading get a better router with 1Gb ports with QoS/BWM.

[carl_pearce]

Where are you seeing the latency being reported?

In a download speed test site, in games, etc?

[sharrattm]

I noticed it watching netflix initially just occasionally almost  like it missed a frame occasionally (but wasn't a buffering issue) that got me intrigued so i did various speed tests on different sites (yesterday and today) that showed the high download latency (there is no issue on upload latency ).

I suspect it may be a general network utilisation  issue in my area, Ive done some more tests mid afternoon today and got better results.(200ms)

So I think will see how it goes... (esp during the week when I need a stable vpn etc)

[jem101]

---

@sharrattm wrote:

I noticed it watching netflix initially just occasionally almost  like it missed a frame occasionally (but wasn't a buffering issue) that got me intrigued so i did various speed tests on different sites (yesterday and today) that showed the high download latency (there is no issue on upload latency ).

I suspect it may be a general network utilisation  issue in my area, Ive done some more tests mid afternoon today and got better results.(200ms)

So I think will see how it goes... (esp during the week when I need a stable vpn etc)

---

Honestly, cancel the VM connection now, well in the morning, and go back to BT!

[Client62]

Does Netflix has latency tools ?

[Robert_P · Accepted solution]

Hi shrrattm,

Sorry to hear of the broadband issues experienced, we appreciate the frustration this is causing.

From checking the equipment and connection everything looks to be within the levels and ranges we'd expect to see, the average speed over the last week is 378mbs download with 36mbs upload with the latency being around 12ms.

Have you noticed these improvements over the last week or so?

Rob

[sharrattm]

Hi Rob

yes all is looking better I've not had any issues with speed, and latency is definitely looking better too 🙂 

I just used Cloudflare to run a test and was getting 20ms up & 22ms down latency at that time.

[legacy1]

I wonder what heaven and earth they had to do....

[Zoie_P]

Thank you for getting back to us @sharrattm, 

I am glad all is looking better with your service please keep us posted if you have any more issues 😊

Zoie