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Packet Loss and high latency

fjama13
On our wavelength

on ‎16-09-2023 20:21

Hi,

I've had issues over the last few days with high latency and packet loss. I've tried resetting, router mode but I have the same issue. This is very noticeable when making video calls and it has cut off a couple of times. Can someone please look at this?

See the BQM Graph on Friday 8th of September 2023

fjama13_0-1694891875013.png

My BQM Graph yesterday (15th of September)

fjama13_6-1694892078438.png

 

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8 REPLIES 8

fjama13
On our wavelength

on ‎16-09-2023 20:23

Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz)331000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.640QAM 25625
21390000008.239QAM 2561
31470000008.139QAM 2562
41550000007.939QAM 2563
51630000007.639QAM 2564
61710000007.439QAM 2565
71790000007.440QAM 2566
81870000007.240QAM 2567
91950000006.940QAM 2568
102030000006.539QAM 2569
112110000006.339QAM 25610
122190000005.939QAM 25611
132270000005.839QAM 25612
142350000005.739QAM 25613
152430000005.540QAM 25614
162510000004.940QAM 25615
172590000004.440QAM 25616
182670000004.240QAM 25617
192750000004.340QAM 25618
202830000004.840QAM 25619
212910000005.440QAM 25620
222990000005.640QAM 25621
233070000005.640QAM 25622
243150000005.440QAM 25623
253230000005.540QAM 25624
263390000005.840QAM 25626
27347000000640QAM 25627
28355000000640QAM 25628
29363000000640QAM 25629
303710000006.140QAM 25630
313790000006.140QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked3930
3Locked3930
4Locked3930
5Locked3930
6Locked3930
7Locked4050
8Locked40754911575
9Locked4052281922
10Locked3910
11Locked3910
12Locked3900
13Locked3990
14Locked3900
15Locked4010
16Locked4010
17Locked4010
18Locked4000
19Locked4000
20Locked4030
21Locked4030
22Locked4000
23Locked4000
24Locked4010
25Locked4000
26Locked4000
27Locked4000
28Locked4000
29Locked4000
30Locked4010
31Locked4000
 


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fjama13
On our wavelength
In response to fjama13

on ‎16-09-2023 20:23

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000040.85120QAM 641
14310000040.35120QAM 642
23660000039.85120QAM 643
33010000039.35120QAM 644
42360000038.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010


General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
g87dsfd;kfoA,.iyewrkldJKDHSUB

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
193
402500089 bps
42600bytes
0 bps
14688
128000 bps
4000bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
192
38500089 bps
42600bytes
0 bps
42600bytes
Best Effort
14687
128000 bps
4000bytes
0 bps
1522bytes
Best Effort
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fjama13
On our wavelength
In response to fjama13

on ‎16-09-2023 20:25

Time Priority Description

15-09-2023 19:53:01criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-09-2023 19:52:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:22:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:22:15warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:21:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:21:15warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:08:01criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:07:14warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:06:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 23:06:15warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 22:53:00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 22:52:14warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 22:51:14warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 22:41:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:31noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:31warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:28noticeREGISTRATION COMPLETE - Waiting for Operational status
14-09-2023 19:22:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:23warningDynamic Range Window violation
14-09-2023 19:22:23warningDynamic Range Window violation
14-09-2023 19:22:23warningDynamic Range Window violation
14-09-2023 19:22:23warningDynamic Range Window violation
14-09-2023 19:22:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:22warningDynamic Range Window violation
14-09-2023 19:22:22warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:22warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-09-2023 19:22:22warningRNG-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;
14-09-2023 19:22:22warningDynamic Range Window violation
14-09-2023 19:22:21warningREG-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;
14-09-2023 19:22:16noticeDS 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;
14-09-2023 19:22:12noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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fjama13
On our wavelength
In response to fjama13

on ‎18-09-2023 20:08

Hi,

Can a VM Moderator/ Forum team pick this up, please?

Kind regards.

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Jodi_S
Forum Team
Forum Team
In response to fjama13

on ‎21-09-2023 11:25

Hi fjama13,

Thanks for posting on our community forums. We're sorry you're having packet loss and high latency issues currently.

Upon checking our end, we can see there maybe a potential SNR issue that is causing these problems, due to this, we may need to get an engineer booked for you.

I will pop you over a private message to take some details, please click on the purple envelope to accept the chat.

Kind regards Jodi. 

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fjama13
On our wavelength
In response to Jodi_S

on ‎21-09-2023 12:02

Hi Jodi,

I have responded to your chat with the requested information.

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Jodi_S
Forum Team
Forum Team
In response to fjama13

on ‎21-09-2023 12:17

Hi fjama13,

Thanks for coming back to via private message to confirm your information.

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.

Jodi. 

 

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Steven_L
Forum Team
Forum Team
In response to fjama13

on ‎23-09-2023 13:18

Thanks for coming back to us fjama13, Jodi will be in touch soon via your private message conversation to look into your issues.

Kind Regards,

Steven_L

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