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packet loss

Maxtabor1
Tuning in

2 weeks ago

I've been getting packet loss for 5-6 months and i have had 2-3 engineers come round to have a look at it and yet nothing has fixed my issue. I have tried different Ethernet cables and different Powerline Adapters (TP-Link av1000) yes still get the same results. Engineers have come round to change the outside cable as there was a problem with that about a month ago but that still hasn't changed anything. I don't want to spend anymore money on 3rd party devices to try and fix this matter and i just want to get to the bottom of the problem. i have asked some people i know how their internet is with Virgin and they say it seems ok. But ive been getting constant packet loss for a while now.              

E.g. (Last Night and this Morning) (TP-LINK AV1000).

Maxtabor1_0-1714478715051.png

These results look the same everyday sometimes a little better and some even worse. 

 

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12 REPLIES 12

Client62
Legend

2 weeks ago

Which application is affected by packet loss ?

Test the Packet Loss to the VM Hub & your device with this link :

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see the stats for Packet Loss / Jitter / Latency & Upstream speed.

Share a screen shot of the results.

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Maxtabor1
Tuning in
In response to Client62

2 weeks ago

Maxtabor1_0-1714490576263.png

Every online game i play i receive packet loss. Some games i play do not require good internet so im ok playing those but any competitive game i have a massive disadvantage.

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Client62
Legend

2 weeks ago

So Zero packet loss the the VM Hub, in fact it looks like a good connection.

Not so good is 82% of the downstream bandwidth is being lost between the VM Hub and the Desktop.

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Maxtabor1
Tuning in
In response to Client62

2 weeks ago

Yes this may be that my tp-link av1000 only passes around 100mbps but im not too sure on that. 

 

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RT123
On our wavelength

2 weeks ago

Is there any devices that you can connect directly to the Hub please? Even good quality Powerline adapters aren't great.

Since the BQM is showing packet loss, please could you provide the router stats (downstream, upstream and network logs):

Go to 192.168.0.1 (192.168.100.1 if the VM Hub is in modern mode) and copy and paste the logs here (first time it will fail, second time it will post)

 

I do not work for VM, just trying to help!
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Maxtabor1
Tuning in
In response to RT123

2 weeks ago

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1195000000-1.441QAM 2568
2139000000-1.641QAM 2561
3147000000-1.841QAM 2562
4155000000-1.741QAM 2563
5163000000-241QAM 2564
6171000000-1.941QAM 2565
7179000000-1.841QAM 2566
8187000000-1.741QAM 2567
9203000000-1.541QAM 2569
10211000000-1.441QAM 25610
11219000000-1.441QAM 25611
12227000000-1.441QAM 25612
13235000000-1.641QAM 25613
14243000000-1.941QAM 25614
15251000000-1.841QAM 25615
16259000000-1.841QAM 25616
17267000000-1.841QAM 25617
18275000000-1.841QAM 25618
19283000000-1.841QAM 25619
20291000000-1.841QAM 25620
21299000000-1.841QAM 25621
22307000000-241QAM 25622
23315000000-2.141QAM 25623
24323000000-2.141QAM 25624
25331000000-241QAM 25625
26339000000-2.140QAM 25626
27347000000-2.241QAM 25627
28355000000-2.141QAM 25628
29363000000-2.141QAM 25629
30371000000-2.441QAM 25630
31379000000-241QAM 25631
32387000000-1.841QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41217
2Locked4116516
3Locked41158186
4Locked41210656
5Locked4162113
6Locked418275
7Locked41309757
8Locked41261771
9Locked4111668
10Locked41401227
11Locked41582405
12Locked41291172
13Locked4119989
14Locked4112554
15Locked419165
16Locked416865
17Locked4122881
18Locked41711106
19Locked41692164
20Locked419445
21Locked414057
22Locked416343
23Locked415250
24Locked417039
25Locked416943
26Locked4018741
27Locked4115741
28Locked4116736
29Locked412547
30Locked413438
31Locked412451
32Locked412732

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

 

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked42-0.74231062389

148555

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
060300000435120QAM 641
153700000435120QAM 642
24620000043.35120QAM 643
33940000043.35120QAM 644
43260000043.35120QAM 645
52360000043.35120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0040
1ATDMA0050
2ATDMA0050
3ATDMA00241
4ATDMA00211
5ATDMA00271

Network Log

Time Priority Description
30-04-2024 23:34:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
30-04-2024 23:31:56noticeGUI Login Status - Login Success from LAN interface
30-04-2024 23:31:46noticeGUI Login Status - Login Success from LAN interface
30-04-2024 23:31:10noticeGUI Login Status - Login Success from LAN interface
30-04-2024 23:28:59noticeGUI Login Status - Login Fail from LAN interface
29-04-2024 22:32:57criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 21:57:10errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2024 20:19:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2024 09:57:08errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2024 13:39:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 23:22:41errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 17:49:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:25:05warningDBC-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;
19-04-2024 15:25:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:14:01noticeREGISTRATION COMPLETE - Waiting for Operational status
19-04-2024 15:13:55warningREG-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;
19-04-2024 15:13:55warningRNG-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;
19-04-2024 15:13:55warningDynamic Range Window violation
19-04-2024 15:13:49noticeDS 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;
19-04-2024 15:13:42warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:40noticeHonoring MDD; IP provisioning mode = IPv4
19-04-2024 15:13:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:24criticalCable Modem Reboot because of - HW or Power-On Reset
17-04-2024 18:59:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 21:04:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:06criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:00criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:50:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:36:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:38criticalCable Modem Reboot because of - Reboot Timezone Change
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RT123
On our wavelength

2 weeks ago - last edited 2 weeks ago

Hi, 

There appears to be some PostRS errors, which could indicate noise on your line (and the cause of the packet loss). 

 

When you see this, if the number of PostRS errors is continuing to rise - please post the logs again. 

I do not work for VM, just trying to help!
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Maxtabor1
Tuning in
In response to RT123

2 weeks ago

Ok i'm going to leave it till the morning then i will check too see if it will rise. 

Thank you.

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Maxtabor1
Tuning in
In response to Maxtabor1

2 weeks ago

Nevermind it looks like it has risen into the thousands now

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked411693956
2Locked4116516
3Locked411891393
4Locked415782927
5Locked4110251864
6Locked4115801359
7Locked4115492363
8Locked416673060
9Locked411350690
10Locked411081462
11Locked4123151078
12Locked411007437
13Locked41401231
14Locked41232165
15Locked41208203
16Locked41208242
17Locked41417276
18Locked411121323
19Locked411158288
20Locked41444119
21Locked41815104
22Locked41742168
23Locked41364109
24Locked4132575
25Locked4160392
26Locked411470162
27Locked411502283
28Locked41195480
29Locked4189461
30Locked4114650
31Locked4114165
32Locked4112050
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