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Getting sick of packet loss.

risc19
Well-informed

on ‎09-09-2023 22:01

Me again,

Look, I can stand a drop in speed, I can even stand the firmware issues, but packet loss is driving me insane.

It's been going on for a few weeks now, I got a text saying all is fixed, and it was!

Then two days later it's back again.

I was getting post RS errors but its clear after it rebooted today.

I can't paste the 3.1 channel info because I have a hub5 and it doesn't show them in router status.

The only thing of note is the log:

Network Log

Time Priority Description
09-09-2023 23:28:53warningDBC-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;
09-09-2023 23:28:53noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 21:57:26warningDBC-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;
09-09-2023 21:57:26noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 20:52:16warningDBC-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;
09-09-2023 20:52:16noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 20:26:51warningDBC-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;
09-09-2023 20:26:51noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 19:20:18noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 19:20:18warningDBC-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;
09-09-2023 17:35:05noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: 1; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2023 17:35:05warningDBC-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;
09-09-2023 16:35:05noticeUS 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;
09-09-2023 16:35:05warningDBC-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;

Everything else is 'within spec'.

0800 561 0061 - Says everything's fine!

Live BQM is below.

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21 REPLIES 21

carl_pearce
Community elder

on ‎09-09-2023 22:04

If you go into the online service checker, then select 'Still having issues?', then 'broadband', then 'Test', does anything come back as a problem?

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risc19
Well-informed
In response to carl_pearce

on ‎10-09-2023 04:31

It did originally, but since the ‘we fixed your broadband’ text it doesn’t anymore. 

I know it’s not exactly an isolated incident as this forum is full of people having 3.1 channel problems, but it’s frustrating. 

Virgin I would rather not have an engineer arrive as last time despite there actually being a fault you decided to wrongly charge me £25. 

I then had to chase you up to get my money back. 

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Client62
Legend

on ‎10-09-2023 08:07

Can the packet loss be detected in either of these tests ?

https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to see all the stats. ( packet loss / jitter / latency etc )

https://speed.cloudflare.com/

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risc19
Well-informed
In response to Client62

‎10-09-2023 13:58 - edited ‎10-09-2023 13:58

@Client62 wrote:

Can the packet loss be detected in either of these tests ?

https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to see all the stats. ( packet loss / jitter / latency etc )

https://speed.cloudflare.com/

Well, I'm sure it would if I timed it on one of the 'blips' but I'm not running tests all day just to catch it.

More logs from today...

 

10-09-2023 14:59:44noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 14:59:44warningDBC-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;
10-09-2023 13:58:51noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 13:58:51warningDBC-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;
10-09-2023 06:36:13warningDBC-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;
10-09-2023 06:36:13noticeUS 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;

Yet more 3.1 upstream woes.

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risc19
Well-informed

on ‎10-09-2023 17:37

And more...

Network Log

Time Priority Description
10-09-2023 17:20:55warningDBC-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;
10-09-2023 17:20:55noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 16:19:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 16:19:10warningDBC-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;
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Vdera
On our wavelength

‎10-09-2023 23:13 - edited ‎10-09-2023 23:19

I've been seeing the same issue, alongside the same messages in the log.  It's been happening since the end of august.
Big red bars were me resetting my network equipment to see if that helped the issue.  Connection is dropping every hour for about 30s.

d62293340a2d71b149b71b0757b83c5b94ae1376

 

 

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risc19
Well-informed
In response to Vdera

on ‎11-09-2023 12:22

@Vdera wrote:

I've been seeing the same issue, alongside the same messages in the log.  It's been happening since the end of august.
Big red bars were me resetting my network equipment to see if that helped the issue.  Connection is dropping every hour for about 30s.

d62293340a2d71b149b71b0757b83c5b94ae1376

 

 

Well, it's good to know I'm not alone I guess.

 

Over night logs

Network Log

Time Priority Description
11-09-2023 14:20:07warningDBC-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;
11-09-2023 14:20:07noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-09-2023 13:59:18warningDBC-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;
11-09-2023 13:59:18noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-09-2023 09:03:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-09-2023 00:24:17warningDBC-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;
11-09-2023 00:24:17noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 23:20:18noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 23:20:18warningDBC-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;
10-09-2023 22:53:35noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2023 22:53:35warningDBC-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;
10-09-2023 21:46:27warningDBC-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;
10-09-2023 21:46:27noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Adri_G
Forum Team (Retired)
Forum Team (Retired)
In response to risc19

on ‎13-09-2023 12:38

Hi, risc19.
Thank you for coming back to our help forums and this thread and for providing your updates, although we're sorry to see the connection issues have been ongoing for you. 

Could you please tell us how things look with your connection since Monday when you posted this and have you spoken to our faults team or ran our online checks on your account?

Let us know how you get on and if you need further technical support.
Happy to assist.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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risc19
Well-informed
In response to Adri_G

on ‎13-09-2023 22:00

@Adri_G wrote:

Hi, risc19.
Thank you for coming back to our help forums and this thread and for providing your updates, although we're sorry to see the connection issues have been ongoing for you. 

Could you please tell us how things look with your connection since Monday when you posted this and have you spoken to our faults team or ran our online checks on your account?

Let us know how you get on and if you need further technical support.
Happy to assist.

Hi,

Things have got a little better but packet loss still happening.

Phone the 0800 561 0061 number - 'no issues' 

Did the silly hub diagnostic thing - 'no issues'

Still getting 3.1 upstream channel error logs...

Network Log

Time Priority Description
13-09-2023 23:36:45noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-09-2023 23:36:45warningDBC-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;
13-09-2023 22:27:43warningDBC-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;
13-09-2023 22:27:43noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 22:44:02warningDBC-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;
12-09-2023 22:44:02noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 21:35:50warningDBC-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;
12-09-2023 21:35:50noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-09-2023 00:42:39noticeUS 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;
12-09-2023 00:42:39warningDBC-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;

Please can you check if there are any area problems? I DO NOT NEED AN ENGINEER HERE.

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