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sdg15
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Constant packet loss

Hi,

For the last week or two I've been having constant packet loss, this makes playing some games online almost impossible due to constant disconnects and continually messes with downloads/streaming.

http://www.thinkbroadband.com/ping/share/940ca97a4b26ff0972ac771b84fe8ad9.html

Thanks

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sdg15
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Message 2 of 21
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Re: Constant packet loss

I posted that from my university VPN, here's a post from my home connection in case you need the IP address or something.

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Forum Team (Retired) Adam_L
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Message 3 of 21
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Re: Constant packet loss

Hi sdg15, 

Thanks for letting us know about your issues with constant packet loss, I apologise for any troubles incurred.

I have tested your connection from here and I can't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges.

Are you still having these issues? If so, please respond to me here with a recent copy of your Hubs logs for me to compare with the data we have here. You can find these by opening your internet browser and typing 192.168.0.1 into the address bar, before logging it will say 'Router Status' in the top right corner, click there and all the information needed is inside.

Take care, 

Thanks, 

Adam.


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Message 4 of 21
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Re: Constant packet loss

Hi,

Yeah I'm still having the same problem. 

My Broadband Ping - Virgin Media London N7

Logs:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel(Hz)	
299000000
Locked
Ranged Upstream Channel(Hz)	
46200000
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency(Hz)	Power
(dBmV)	SNR
(dB)	Modulation	Channel ID
1	299000000	-0.2	38.9	256 qam	17
2	323000000	-0.4	38.9	256 qam	20
3	315000000	-0.4	38.6	256 qam	19
4	307000000	-0.2	38.9	256 qam	18
5	291000000	-0.5	38.9	256 qam	16
6	283000000	-0.5	38.9	256 qam	15
7	275000000	-0.7	38.9	256 qam	14
8	267000000	-0.7	38.9	256 qam	13
9	259000000	-1	38.9	256 qam	12
10	251000000	-1	38.9	256 qam	11
11	243000000	-1.2	38.9	256 qam	10
12	235000000	-0.7	38.9	256 qam	9
13	227000000	-1	38.9	256 qam	8
14	219000000	-1	38.6	256 qam	7
15	211000000	-1	38.6	256 qam	6
16	203000000	-0.7	38.6	256 qam	5
17	195000000	-0.7	38.9	256 qam	4
18	179000000	-0.5	38.9	256 qam	2
19	171000000	-0.5	38.9	256 qam	1
20	187000000	-0.7	38.9	256 qam	3
Upstream bonded channels
Channel ID	Frequency(Hz)	Mode	Power
(dBmV)	Modulation	Channel Bandwidth(Hz)	Symbol Rate (ksps)
33	46200000	ATDMA	46	16 qam	6400000	5120
34	39400000	ATDMA	46	16 qam	6400000	5120
Operational Configuration
General Configuration	Value
Network access	
Enabled
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
Docsis Mode	
Docsis30
Config file	
Va8201799de4e3b26.cm
Primary Downstream Service Flow
SFID	78182
Max Traffic Rate	57600000
Primary Upstream Service Flow
SFID	78181
Max Traffic Rate	3250000
Network Log
Date And Time	Error Number	Event Description
2016-12-08 08:33:40.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 10:30:15.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 10:32:33.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 11:29:19.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 11:36:41.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 11:58:51.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:00:47.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:13:37.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:19:10.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:21:00.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:24:00.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:24:41.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:26:05.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:26:33.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:27:44.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:28:24.00	68010100	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:28:26.00	68010400	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-08 12:28:54.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-09 09:21:59.00	66050206	TEK Invalid - Invalid Key Sequence Number;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-09 09:22:44.00	82000200	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Forum Team (Retired) Adam_L
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Message 5 of 21
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Re: Constant packet loss

Hi sdg15, 

 

Thanks for coming back to me. 

 

Thanks for providing a copy a of the logs as requested, all looks great! How is this packet loss occurring, wired or wireless?

 

Also, could you please run a tracert for me and provide a copy of that for us to look at.

 

Take care, 

Thanks, 

Adam.


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Message 6 of 21
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Re: Constant packet loss

My PC is wired to the modem and my partner's PC uses wifi, and we experience lag/disconnects at the same times. I've also tried the usual things such as rebooting the modem and resetting it to factory defaults.

Traceroute from my PC

tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.246.78]
over a maximum of 30 hops:

  1     2 ms     4 ms     2 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    23 ms    14 ms    11 ms  hari-core-2a-xe-803-0.network.virginmedia.net [9
4.173.50.193]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    49 ms    29 ms    17 ms  brhm-bb-1c-ae1-0.network.virginmedia.net [62.254
.42.210]
  7    41 ms    26 ms    51 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  8    38 ms    22 ms    31 ms  212.58.239.249
  9     *        *        *     Request timed out.
 10    23 ms    23 ms    22 ms  ae0.er02.cwwtf.bbc.co.uk [132.185.254.90]
 11    31 ms    29 ms    29 ms  132.185.255.165
 12    63 ms    46 ms    36 ms  212.58.246.78

Trace complete.

Traceroute from the modem:

 Trace Statistics : 
traceroute to bbc.co.uk (212.58.246.78), 30 hops max, 38 byte packets
 1  *  *  *
 2  hari-core-2a-xe-803-0.network.virginmedia.net (94.173.50.193)  10.000 ms  20.000 ms  20.000 ms
 3  *  *  *
 4  *  *  *
 5  brhm-bb-1c-ae1-0.network.virginmedia.net (62.254.42.210)  10.000 ms  *  20.000 ms
 6  tcl5-ic-2-ae0-0.network.virginmedia.net (212.250.15.210)  20.000 ms  20.000 ms  20.000 ms
 7  *  *  *
 8  *  *  *
 9  *  *  *
10  *  *  *
11  *  *  *
12  *  *  *
13  *  *  *
14  *  *  *
15  *  *  *
16  *  *  *
17  *  *  *
18  *  *  *
19  *  *  *
20  *  *  *
21  *  *  *
22  *  *  *
23  *  *  *
24  *  *  *
25  *  *  *
26  *  *  *
27  *  *  *
28  *  *  *
29  *  *  *
30  *  *  *
Trace complete.
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Message 7 of 21
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Re: Constant packet loss

The packet loss also shows up when I run a ping with -t.

ping -t bbc.co.uk

Pinging bbc.co.uk [212.58.246.78] with 32 bytes of data:
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=27ms TTL=53
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Request timed out.
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=29ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=24ms TTL=53
Reply from 212.58.246.78: bytes=32 time=18ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=28ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=61ms TTL=53
Reply from 212.58.246.78: bytes=32 time=28ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=31ms TTL=53
Reply from 212.58.246.78: bytes=32 time=133ms TTL=53
Reply from 212.58.246.78: bytes=32 time=26ms TTL=53
Reply from 212.58.246.78: bytes=32 time=46ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=24ms TTL=53
Reply from 212.58.246.78: bytes=32 time=32ms TTL=53
Reply from 212.58.246.78: bytes=32 time=35ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=148ms TTL=53
Reply from 212.58.246.78: bytes=32 time=37ms TTL=53
Reply from 212.58.246.78: bytes=32 time=83ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=63ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=18ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Request timed out.
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=37ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Request timed out.
Reply from 212.58.246.78: bytes=32 time=31ms TTL=53
Reply from 212.58.246.78: bytes=32 time=18ms TTL=53
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=34ms TTL=53
Reply from 212.58.246.78: bytes=32 time=24ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=71ms TTL=53
Request timed out.
Request timed out.
Reply from 212.58.246.78: bytes=32 time=27ms TTL=53
Reply from 212.58.246.78: bytes=32 time=27ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Request timed out.
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=18ms TTL=53
Reply from 212.58.246.78: bytes=32 time=32ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=22ms TTL=53
Reply from 212.58.246.78: bytes=32 time=21ms TTL=53
Reply from 212.58.246.78: bytes=32 time=20ms TTL=53
Reply from 212.58.246.78: bytes=32 time=23ms TTL=53
Reply from 212.58.246.78: bytes=32 time=40ms TTL=53
Reply from 212.58.246.78: bytes=32 time=19ms TTL=53
Reply from 212.58.246.78: bytes=32 time=18ms TTL=53
Reply from 212.58.246.78: bytes=32 time=32ms TTL=53
Reply from 212.58.246.78: bytes=32 time=29ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Reply from 212.58.246.78: bytes=32 time=25ms TTL=53
Request timed out.
Request timed out.

Ping statistics for 212.58.246.78:
    Packets: Sent = 93, Received = 85, Lost = 8 (8% loss),
Approximate round trip times in milli-seconds:
    Minimum = 18ms, Maximum = 148ms, Average = 29ms
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Forum Team (Retired) Adam_L
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Message 8 of 21
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Re: Constant packet loss

Hi sdg15, 

Thanks for the swift responses,

I can see nothing that would suggest to be causing you an issue from here, which is strange. I will need to arrange for an engineer to attend and investigate this further for you. I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with making the booking.

Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care, 

Thanks, 

Adam.


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Message 9 of 21
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Re: Constant packet loss

Run this and post the result
http://www.thinkbroadband.com/tools/traceroute.html

are you in modem mode or router mode?

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Message 10 of 21
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Re: Constant packet loss

Until now it's been in router mode, but I set it to cable mode to see if anything changed, here are a few tracert results from the link you gave.

 

#	Host	Sent	Recvd	Best	Avg	Worst
1 	thinkbroadband-gw2.core-rs2.thdo.ncuk.net	15	15	1ms	8ms	95ms
2 	po4-31.bdr-rt3.thdo.ncuk.net	15	15	0ms	0ms	6ms
3 	te2-1-9.star10g.bdr-rt1.thn.ncuk.net	15	15	0ms	15ms	217ms
4 	linx-gw1.router.ntli.net	15	15	1ms	1ms	2ms
7 	hari-core-2a-ae18-0.network.virginmedia.net	15	15	4ms	5ms	10ms
9 	cpc73666-dals20-2-0-cust698.20-2.cable.virginm.net	12	15	15ms	20ms	40ms
#	Host	Sent	Recvd	Best	Avg	Worst
1 	thinkbroadband-gw2.core-rs2.thdo.ncuk.net	15	15	0ms	14ms	178ms
2 	po4-31.bdr-rt3.thdo.ncuk.net	15	15	0ms	0ms	1ms
3 	te2-1-9.star10g.bdr-rt1.thn.ncuk.net	15	15	0ms	0ms	1ms
4 	linx-gw1.router.ntli.net	15	15	1ms	1ms	1ms
7 	hari-core-2a-ae18-0.network.virginmedia.net	15	15	4ms	4ms	7ms
9 	cpc73666-dals20-2-0-cust698.20-2.cable.virginm.net	14	15	14ms	18ms	45ms
#	Host	Sent	Recvd	Best	Avg	Worst
1 	thinkbroadband-gw2.core-rs2.thdo.ncuk.net	15	15	0ms	3ms	34ms
2 	po4-31.bdr-rt3.thdo.ncuk.net	15	15	0ms	4ms	55ms
3 	te2-1-9.star10g.bdr-rt1.thn.ncuk.net	15	15	0ms	0ms	0ms
4 	linx-gw1.router.ntli.net	15	15	1ms	2ms	13ms
7 	hari-core-2a-ae18-0.network.virginmedia.net	15	15	4ms	4ms	6ms
9 	cpc73666-dals20-2-0-cust698.20-2.cable.virginm.net	13	15	15ms	17ms	23ms

I've also made a new connection monitor for modem mode as my IP changed, looks like modem mode doesn't make a difference.

My Broadband Ping - VM London N7 (Modem mode)

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