High ping, Random disconnections - Phone support states it's "Fine"
Hello, For a few months now I've noticed my internet becoming more and more erratic, I know around midnight theres a chance an update is pushed to the hub which knocks it off for a few moments which never used to be a problem but lately the hub will take several minutes to fully come back online. It will kick my devices offline, they lose connection to the internet first and then moments later it loses the WiFi signal, it regains the signal after a bit but then loses the signal again and again until it just randomly stabilises, this hasn't been the norm so it's odd and quite frustrating. Secondly, I'm noticing large ping spikes, which doesn't affect most things but certainly does effect gaming in a very negative way (30ms ping to 700ms ping spikes which lasts a few seconds and constantly happens then stops at random for a few minutes). I've had a talk on the support call line, the agent kept telling me everything looked fine and was operating normally, I raised my concerns about the errors and the power levels of the Downstream/Upstream channels and the fact that Virgins own website states: Broadband connection issues found Please wait for 15 minutes while we reconnect the WiFi Hub to our network. When I log in on the site and try to check out anything to do with my broadband from the website or the app itself, so how could it possibly be "Fine". I've now been told that I'm going to be paying a £25 fee for a technician to come out to my address, I assume because In their eyes, I must be imagining these ping spikes and issues I'm encountering, or they just refuse to acknowledge the problem. My network log is filled with a lot of these: RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; Lost MDD Timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; These errors repeat throughout the day, every single day. Here's the Downstream/Upstream stats also: Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 203000000 0.2 38 256 qam 9 2 139000000 -0.4 38 256 qam 1 3 147000000 0 38 256 qam 2 4 155000000 0.4 38 256 qam 3 5 163000000 0.5 38 256 qam 4 6 171000000 0.9 38 256 qam 5 7 179000000 0.7 38 256 qam 6 8 187000000 0.9 38 256 qam 7 9 195000000 0.5 38 256 qam 8 10 275000000 1.2 40 256 qam 18 11 283000000 1.2 40 256 qam 19 12 291000000 1.2 38 256 qam 20 13 299000000 1.2 38 256 qam 21 14 307000000 1.2 40 256 qam 22 15 315000000 1.5 40 256 qam 23 16 323000000 1.7 38 256 qam 24 17 331000000 1.9 38 256 qam 25 18 339000000 2.5 38 256 qam 26 19 347000000 3 38 256 qam 27 20 355000000 3.2 40 256 qam 28 21 363000000 3.2 40 256 qam 29 22 371000000 3 40 256 qam 30 23 379000000 3.2 38 256 qam 31 24 387000000 3 40 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 48 0 2 Locked 38.6 54423 0 3 Locked 38.6 79676 345677 4 Locked 38.9 130935 263022 5 Locked 38.9 356 0 6 Locked 38.9 130 0 7 Locked 38.9 77 0 8 Locked 38.9 44 0 9 Locked 38.9 74 0 10 Locked 40.3 26 0 11 Locked 40.9 22 0 12 Locked 38.9 10 0 13 Locked 38.9 5 0 14 Locked 40.3 5 0 15 Locked 40.3 6 0 16 Locked 38.9 5 0 17 Locked 38.6 4 0 18 Locked 38.9 12 0 19 Locked 38.9 56 0 20 Locked 40.3 8 0 21 Locked 40.9 18 0 22 Locked 40.3 4 0 23 Locked 38.9 5 0 24 Locked 40.3 4 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 55.3 5120 64 qam 1 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0Intermittent large ping spikes - Critical Downstream power level errors on Hub
Hello All, Looking for some help with a really annoying issue I'm having on my 1Gbps line with Virgin media, speed is fine but intermittently I am getting huge ping spikes that can sometimes reach over 4000ms (see below) How I noticed this was being on Discord and the connection dropping out intermittently, it can happen once in 5 minutes or many times in quick succession. I've ruled out the PC by connecting it to a different connection which does not have the ping spikes. When logging on to the router, I am seeing quite a few errors on the log page: You will see that I've rebooted the router a few times and reset but the same errors keep coming back up. These errors have been the same since 8AM this morning Time Priority Description 11-03-2024 19:49:23 notice GUI Login Status - Login Success from LAN interface 11-03-2024 19:30:33 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:14 notice REGISTRATION COMPLETE - Waiting for Operational status 11-03-2024 19:30:09 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:30:08 warning Dynamic Range Window violation 11-03-2024 19:30:03 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:55 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:53 notice Honoring MDD; IP provisioning mode = IPv4 11-03-2024 19:29:38 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:29:38 critical Cable Modem Reboot because of - Reboot Timezone Change 11-03-2024 19:26:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 11-03-2024 19:26:33 critical Cable Modem Reboot because of - Reboot Factory reset ACS 11-03-2024 19:26:33 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; Would appreciate any help on this as its infuriating me, would these errors be causing the spikes in ping? Thanks in advance all
