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High packet loss and connection issues

nikee9
Tuning in

on ‎23-07-2023 10:50

Since the 22nd July I've had lots of packet loss reported by BQM. When navigating websites and loading pages thing seem to take a while to fetch and then fetch everything all at once. Speed test results are fine however high latency and packet loss. It started roughly at 3AM with full loss, then went on to a constant 0 - 20% packet loss which is still causing intermittent connection issues.

83549eafba6caf01d298716aaa4acf38c7b78cd9-23-07-2023.png83549eafba6caf01d298716aaa4acf38c7b78cd9-22-07-2023.png
23 July 2023  - 22 July 2023 (order)

Note 100% packet loss after the 8AM period is from router restarts or connection disconnects.
I'm not sure why but from 3PM to 8PM there was no packet loss.

Virgin media website reports to me no issues in my area, however when doing a further test on the website It reports "Looks like there are issues in your postcode affecting your services, There’s a broadband issue in your area and our technicians are on the case to fix things. Check back here at any time for updates." - I'm not sure if this is a generic message or someone is actually working on the problem since it's been 24 hours and there's not update

Steps I've tried 
- Reboot the router (a number of times)
- Turn of the router for 10 minutes
- Change the SSID to kick all devices off the network (to determine if a single device caused the issue)
- Disconnected the only ethernet cable that was attached
- Switched the router to modem mode (to determine if it was a DOS attack) - not sure on the results on this.
- Reset the router using the pinhole for 20s to restore it back to router mode (long blue flashing light period)

It is also affecting the phone line as calling 150 gets cut off after a short time.

Any assistance would be helpful.

0 Kudos
14 REPLIES 14

Viper-t
Fibre optic

on ‎23-07-2023 18:04

Hi nikee9 that looks horrific, would you be able to copy paste your hub stats here by going to a browser and typing 192.168.0.1 then without logging in you can press check router status at the bottom, copy downstream, upstream, and netlog on here. Use 2 messages if you have to. Then hopefully the forum bods will help you or maybe some forum experts will see and help let you know the problem, there's only a few who are transparent enough to give you a good starting point. Good luck hope you can get it fixed ASAP 🙏.

0 Kudos

nikee9
Tuning in
In response to Viper-t

‎23-07-2023 18:13 - edited ‎23-07-2023 18:16

Thank you for your reply, here is the additional information you've requested
Downstream

Spoiler

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253310000006.09999838.605377QAM25625
11390000008.19999738.605377QAM2561
21470000007.69999738.605377QAM2562
31550000007.40000238.605377QAM2563
41630000007.09999838.605377QAM2564
51710000006.80000338.605377QAM2565
61790000006.59999838.605377QAM2566
71870000006.50000038.983261QAM2567
81950000006.19999738.605377QAM2568
92030000006.09999838.605377QAM2569
102110000006.19999738.983261QAM25610
112190000006.09999838.983261QAM25611
122270000006.00000038.605377QAM25612
132350000005.80000338.983261QAM25613
142430000005.80000338.605377QAM25614
152510000005.69999738.605377QAM25615
162590000005.40000238.983261QAM25616
172670000005.80000338.983261QAM25617
182750000006.80000338.605377QAM25618
192830000006.69999738.983261QAM25619
202910000006.50000038.605377QAM25620
212990000006.00000038.983261QAM25621
223070000006.19999738.605377QAM25622
233150000006.00000038.605377QAM25623
243230000006.30000338.605377QAM25624
263390000006.50000038.605377QAM25626
273470000006.19999738.983261QAM25627
283550000006.09999838.605377QAM25628
293630000005.59999838.605377QAM25629
303710000005.80000338.983261QAM25630
313790000005.30000338.605377QAM25631
323870000005.30000338.983261QAM25632


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked38.60537700
1Locked38.60537700
2Locked38.60537700
3Locked38.60537700
4Locked38.60537700
5Locked38.60537700
6Locked38.60537700
7Locked38.98326100
8Locked38.60537700
9Locked38.60537700
10Locked38.98326100
11Locked38.98326100
12Locked38.60537700
13Locked38.98326100
14Locked38.60537700
15Locked38.60537700
16Locked38.98326100
17Locked38.98326100
18Locked38.60537700
19Locked38.98326100
20Locked38.60537700
21Locked38.98326100
22Locked38.60537700
23Locked38.60537700
24Locked38.60537700
26Locked38.60537700
27Locked38.98326100
28Locked38.60537700
29Locked38.60537700
30Locked38.98326100
31Locked38.60537700
32Locked38.98326100


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked393.2265689720

 

 

 

0 Kudos

nikee9
Tuning in
In response to nikee9

‎23-07-2023 18:14 - edited ‎23-07-2023 18:17

Network Logs

Spoiler

Network Log

Time Priority Description
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		5Auth Reject - No Information;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		4T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		4T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Received 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;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Received 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;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul
23		3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;



Upstream

Spoiler

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13660000042.0205995120 KSym/sec32QAM3
22360000041.5205995120 KSym/sec32QAM5
33010000041.5205995120 KSym/sec32QAM4
44310000041.5205995120 KSym/sec32QAM2
54960000041.5205995120 KSym/sec32QAM1


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000


3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.035.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.930

 

0 Kudos

Cardiffman282
Knows their stuff

on ‎23-07-2023 18:16

As per Viper but also call check for local faults on 0800 561 006 which is more granular than the website. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).
0 Kudos

Cardiffman282
Knows their stuff
In response to nikee9

on ‎23-07-2023 18:19

Upstream QAMs are all too low. I assume this is down to the ongoing local network issue. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).
0 Kudos

nikee9
Tuning in
In response to Cardiffman282

on ‎23-07-2023 18:23

Thank you for your reply, I just tried that number you've provided however it reports the number is unavailable

0 Kudos

nikee9
Tuning in
In response to Cardiffman282

on ‎23-07-2023 18:24

Just for my understanding when you refer to "local network issue" do you mean my home network or the virgin media network in my area?

0 Kudos

Cardiffman282
Knows their stuff
In response to nikee9

on ‎23-07-2023 19:18

Sorry the number is 0800 561 0061. And yes the network in your neighbourhood not your LAN. Sorry for the confusion. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).
0 Kudos

Viper-t
Fibre optic
In response to nikee9

on ‎24-07-2023 18:35

Hi nikee9 from what I can see keep in mind I am but another customer with the same problem, it looks like you have upstream noise on all 5 channels like me.

Your modulations should be 64qam not 32. Your netlog shows numerous critical errors yet all in one day Sunday. Has your modem been reset recently? That is probably why, it would have shown a better picture with weeks worth. I am sure someone from vm will speak with you or a forum expert. Yet if your power levels are good they count that as no problem.

Though if your bqm keeps showing terrible packet loss like that they will have to send you an engineer if its an ongoing issue. Hope someone more knowledgeable helps you with the upstream noise as we all seem to suffer from it. Good luck 👍 

Regards

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