After moving house in May, our connection in the new house hasn't been good enough, and nothing like it was at the old place. Several of us in the house work from home, mostly using Teams and Zoom, and a handful of times every day the connection drops for long enough for Teams to freeze and throw the low network quality warning, and you have to repeat the last things that were said!We're all hard wired so it's not WiFi as we don't have wifi enabled, and we're in modem mode to try and rule out issues with the hub.My TBB graph on the old connection was virtually flat, with latency well below 10ms. Customer services of course say there's nothing wrong, and that it must be to do with the wifi.....(which they can't get their heads around that it's not enabled!) Is there anything in the logs below that I can push back at them, as it's becoming unusable. Downstream bonded channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID1226750000-138256 qam122218750000-0.438256 qam113234750000-0.238256 qam1342427500000.538256 qam1452507500000.438256 qam156258750000038256 qam167266750000038256 qam178274750000-138256 qam189282750000-1.938256 qam1910290750000-1.938256 qam2011298750000-138256 qam2112306750000-1.938256 qam2213314750000-138256 qam2314322750000-0.938256 qam2415330750000-138256 qam2516338750000-238256 qam2617346750000-2.538256 qam2718354750000-338256 qam2819362750000-2.238256 qam2920370750000-2.238256 qam3021378750000-238256 qam3122386750000-2.238256 qam3223394750000-1.538256 qam3424402750000-1.438256 qam35Downstream bonded channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked38.9289118132Locked38.6323557993Locked38.9110084254Locked38.964502405Locked38.9104083256Locked38.956542947Locked38.972594328Locked38.672115139Locked38.9655817010Locked38.6787213311Locked38.91342311412Locked38.62120727213Locked38.91555112714Locked38.9870617415Locked38.9399911816Locked38.631156517Locked38.944282718Locked38.989084819Locked38.652153320Locked38.9112893221Locked38.930585322Locked38.9329872223Locked38.626175724Locked38.945140 Upstream bonded channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13660000049512064 qam822360000048512064 qam1033010000048.5512064 qam944310000051512064 qam754960000050512064 qam6Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1ATDMA00302ATDMA00403ATDMA00804ATDMA00605ATDMA0050 General ConfigurationNetwork accessAllowedMaximum Number of CPEs1Baseline PrivacyEnabledDOCSIS ModeDocsis30Config filecmreg-vmdg505-bbt062+voc-b.cmPrimary Downstream Service FlowSFID88790Max Traffic Rate402500089Max Traffic Burst42600Min Traffic Rate0Primary Upstream Service FlowSFID88789Max Traffic Rate38500089Max Traffic Burst42600Min Traffic Rate0Max Concatenated Burst42600Scheduling TypeBestEffort Network LogTimePriorityDescription18/08/2025 19:23:40Warning!RCS Partial Service;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;16/08/2025 12:29:30criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;16/08/2025 12:25:59Warning!RCS Partial Service;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;16/08/2025 11:31:53criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;16/08/2025 07:18:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

The BQM is not the worst I've seen its unclear if them spikes are caused by you or the upstream in your area bad upstream power a bit high is unclear if that might be a cause.Its possible a hub 4 or 5 with Docsis 3.1 channels might help.

That is a baseline graph with no traffic on our side, so the spikes are what the connection is doing on its own, but even the slightest packet loss will cause Teams to drop.Another example from the 17th, with no traffic on our side with the connection at idle. I've tried asking for a Hub 4, but they only want to give it away with the 1gig upgrade, and I'm not upgrading the speed if it's going to be just as unusable. So far today I've had to tether to my mobile to get through a teams meeting without it constantly freezing.What should the US power be? (roughly)

Downstream power and Upstream power are both on the limit of spec. DS could be higher and US lower. Also there are too many PostRS errors, could be noise on the circuit? Reboot the Hub and see if the PostRS errors continue to rise. If so a tech will need to fix this.

What should the US power be? (roughlyRough guide DS -6 to +10 and US 34 to 51 PostRS errors should be zero or close to.

Yeah we've been through the whole reset it and wait for the errors to continue thing.I just can't seem to get anywhere with customer support, they're stuck in a script and a loop of reboot the hub and see if it improves. It hasn't improved the last three times we've tried it.And it wouldn't be so bad if it weren't so hard to get through to someone! We've already checked all the connectors along along whole length of cable we can access, there's no other splitters or attenuators, the isolator on the wall outside, and the one they now heatshrink into the cable itself at the hub. Looks like I'm going back to customer support to hold for another hour!

Forum Discussion

df1800

Joining in

25 days ago

Another thread on packet loss

After moving house in May, our connection in the new house hasn't been good enough, and nothing like it was at the old place.

Several of us in the house work from home, mostly using Teams and Zoom, and a handful of times every day the connection drops for long enough for Teams to freeze and throw the low network quality warning, and you have to repeat the last things that were said!

We're all hard wired so it's not WiFi as we don't have wifi enabled, and we're in modem mode to try and rule out issues with the hub.

My TBB graph on the old connection was virtually flat, with latency well below 10ms.

Customer services of course say there's nothing wrong, and that it must be to do with the wifi.....(which they can't get their heads around that it's not enabled!)

Is there anything in the logs below that I can push back at them, as it's becoming unusable.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	226750000	-1	38	256 qam	12
2	218750000	-0.4	38	256 qam	11
3	234750000	-0.2	38	256 qam	13
4	242750000	0.5	38	256 qam	14
5	250750000	0.4	38	256 qam	15
6	258750000	0	38	256 qam	16
7	266750000	0	38	256 qam	17
8	274750000	-1	38	256 qam	18
9	282750000	-1.9	38	256 qam	19
10	290750000	-1.9	38	256 qam	20
11	298750000	-1	38	256 qam	21
12	306750000	-1.9	38	256 qam	22
13	314750000	-1	38	256 qam	23
14	322750000	-0.9	38	256 qam	24
15	330750000	-1	38	256 qam	25
16	338750000	-2	38	256 qam	26
17	346750000	-2.5	38	256 qam	27
18	354750000	-3	38	256 qam	28
19	362750000	-2.2	38	256 qam	29
20	370750000	-2.2	38	256 qam	30
21	378750000	-2	38	256 qam	31
22	386750000	-2.2	38	256 qam	32
23	394750000	-1.5	38	256 qam	34
24	402750000	-1.4	38	256 qam	35

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	28911	813
2	Locked	38.6	32355	799
3	Locked	38.9	11008	425
4	Locked	38.9	6450	240
5	Locked	38.9	10408	325
6	Locked	38.9	5654	294
7	Locked	38.9	7259	432
8	Locked	38.6	7211	513
9	Locked	38.9	6558	170
10	Locked	38.6	7872	133
11	Locked	38.9	13423	114
12	Locked	38.6	21207	272
13	Locked	38.9	15551	127
14	Locked	38.9	8706	174
15	Locked	38.9	3999	118
16	Locked	38.6	3115	65
17	Locked	38.9	4428	27
18	Locked	38.9	8908	48
19	Locked	38.6	5215	33
20	Locked	38.9	11289	32
21	Locked	38.9	3058	53
22	Locked	38.9	3298	722
23	Locked	38.6	2617	57
24	Locked	38.9	4514	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	49	5120	64 qam	8
2	23600000	48	5120	64 qam	10
3	30100000	48.5	5120	64 qam	9
4	43100000	51	5120	64 qam	7
5	49600000	50	5120	64 qam	6

Upstream bonded channels

Channel	Channel Type	T3 Timeouts
1	ATDMA	3
2	ATDMA	4
3	ATDMA	8
4	ATDMA	6
5	ATDMA	5

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062+voc-b.cm

Primary Downstream Service Flow

SFID	88790
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	88789
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
18/08/2025 19:23:40	Warning!	RCS Partial Service;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2025 12:29:30	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2025 12:25:59	Warning!	RCS Partial Service;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2025 11:31:53	critical	No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
16/08/2025 07:18:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

12 Replies

legacy1
Alessandro Volta
25 days ago
The BQM is not the worst I've seen its unclear if them spikes are caused by you or the upstream in your area bad upstream power a bit high is unclear if that might be a cause.
Its possible a hub 4 or 5 with Docsis 3.1 channels might help.
- df1800
  Joining in
  25 days ago
  That is a baseline graph with no traffic on our side, so the spikes are what the connection is doing on its own, but even the slightest packet loss will cause Teams to drop.
  Another example from the 17th, with no traffic on our side with the connection at idle.
  I've tried asking for a Hub 4, but they only want to give it away with the 1gig upgrade, and I'm not upgrading the speed if it's going to be just as unusable. So far today I've had to tether to my mobile to get through a teams meeting without it constantly freezing.
  What should the US power be? (roughly)
  - Adduxi
    Very Insightful Person
    25 days ago
    What should the US power be? (roughly
    Rough guide DS -6 to +10 and US 34 to 51 PostRS errors should be zero or close to.
Adduxi
Very Insightful Person
25 days ago
Downstream power and Upstream power are both on the limit of spec. DS could be higher and US lower. Also there are too many PostRS errors, could be noise on the circuit?
Reboot the Hub and see if the PostRS errors continue to rise. If so a tech will need to fix this.
df1800
Joining in
25 days ago
Yeah we've been through the whole reset it and wait for the errors to continue thing.
I just can't seem to get anywhere with customer support, they're stuck in a script and a loop of reboot the hub and see if it improves. It hasn't improved the last three times we've tried it.
And it wouldn't be so bad if it weren't so hard to get through to someone!
We've already checked all the connectors along along whole length of cable we can access, there's no other splitters or attenuators, the isolator on the wall outside, and the one they now heatshrink into the cable itself at the hub.

Looks like I'm going back to customer support to hold for another hour!
df1800
Joining in
25 days ago
Thanks for the info though - much appreciated
legacy1
Alessandro Volta
25 days ago
You can try another cable between hub and your router but wouldn't think that would help
Digitus LAN Cable Cat 6-3m - RJ45 Network Cable - S/FTP Shielded - Compatible with Cat6A & Cat7 - Grey : Amazon.co.uk: Electronics & Photo
VM will likely ask you to try router mode but you likely see the same problem unless the ethernet port is the problem on the hub.
df1800
Joining in
25 days ago
I used to make ethernet cables for a living and certify them. It's not the port or the cable. This is more than likely either at the tap or interference in the coax.
- Kath_P
  Forum Team
  23 days ago
  Hi df1800,
  
  Thanks for your post and a big welcome to the Community. It's great having you on board with us. ✨
  
  We're sorry to hear you're having an issue with your connection. We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks.
  
  I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)
  
  Thanks,

df1800

Joining in

9 days ago

OK so engineer visit complete yesterday, so it's been 24hours since new connectors on the cabinet end, and at the boundary of the property as they were both corroded, and he moved us onto a new tap because it was also corroded at the cabinet.

No need for attenuation, but levels now within spec.

It's better... but even with virtually no network load our side, it's still very spiky. I'd hoped some of these peaks would have dropped off. Todays packet loss just before 9am jammed up my teams call again, so basically no change.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	7.5	38	256 qam	1
2	146750000	7.3	38	256 qam	2
3	154750000	7	38	256 qam	3
4	162750000	6.3	38	256 qam	4
5	170750000	5.5	38	256 qam	5
6	178750000	7	38	256 qam	6
7	186750000	7	38	256 qam	7
8	194750000	6.8	38	256 qam	8
9	202750000	7.4	40	256 qam	9
10	210750000	7	38	256 qam	10
11	218750000	7.3	38	256 qam	11
12	226750000	6.9	38	256 qam	12
13	234750000	7.4	38	256 qam	13
14	242750000	8	40	256 qam	14
15	250750000	8.1	40	256 qam	15
16	258750000	7.6	40	256 qam	16
17	266750000	7.9	38	256 qam	17
18	274750000	6.5	38	256 qam	18
19	378750000	6	40	256 qam	31
20	386750000	5.9	40	256 qam	32
21	394750000	6.1	38	256 qam	34
22	402750000	6	40	256 qam	35
23	410750000	6.1	38	256 qam	36
24	418750000	5	38	256 qam	37

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors
1	Locked	38.6	7
2	Locked	38.6	17
3	Locked	38.9	24
4	Locked	38.6	10
5	Locked	38.9	2
6	Locked	38.9	7
7	Locked	38.9	10
8	Locked	38.9	30
9	Locked	40.3	24
10	Locked	38.9	22
11	Locked	38.6	6
12	Locked	38.9	0
13	Locked	38.9	4
14	Locked	40.3	6
15	Locked	40.3	5
16	Locked	40.9	0
17	Locked	38.9	0
18	Locked	38.6	0
19	Locked	40.3	5
20	Locked	40.3	0
21	Locked	38.9	6
22	Locked	40.3	0
23	Locked	38.9	5
24	Locked	38.9	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	40.8	5120	64 qam	8
2	30100000	41.5	5120	64 qam	9
3	43100000	43.3	5120	64 qam	7
4	49600000	43	5120	64 qam	6
5	23600000	40.3	5120	64 qam	10

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

alanplum241276
Dialled in
9 days ago
If it was me....with those numbers, I'd add one of these to the back of the hub.
https://www.ebay.co.uk/itm/317231255020?_skw=forward+path+attenuator&itmmeta=01K4CA6ZMHAK47575DG6FCWCP0&hash=item49dc74cdec:g:fxYAAeSwTGlotXkS&itmprp=enc%3AAQAKAAAA8FkggFvd1GGDu0w3yXCmi1c3b63OWXdbuDzf7Lxka9eR8wa3rnUhqgXeBZ%2Bn8RTYq36shURHqy1fKPaItjAzPIOud4kRs7jTdB5v8QJbsrLFq2Zj8l8b1%2BCLxAe1y1QCxZei2SevxWkKi%2FCIFH5IXRS4d45Luoabi7nw6gBx1fixXnkYlGnuCtq3VDTxibZJ971QjxAV18AegmSQGtAjgDai4Z1Pq5sc3DZHPtvK7%2B8GVCTi09d8lGYD%2B1f1iWgXZypPIGZJ9chwruZWOGJfT9Ds8cxgbLt5oTwSN%2F5BAI9ieLsZNLxzqHAJVfRTRDySLA%3D%3D%7Ctkp%3ABk9SR776m4qjZg
FPA's are hard to get hold of now, but that would bring your downstreams very close to 0, which is my prefered number :)
Be careful though, the description says equaliser, you want FPA, Forward Path Attenuator, which is what the picture of the item is.
Molly_T
Forum Team
7 days ago
Hi df1800 👋 Thanks for keeping the thread updated.

I can see you are already in a PM with one of my colleagues who is offering help. If you require further support following the appointment, please let them know so they can offer more assistance.

Thank you! Hopefully we can get it sorted. 🤞 Wishing you all the best. 🌞

Forum Discussion

Another thread on packet loss

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

General Configuration

Primary Downstream Service Flow

Primary Upstream Service Flow

Network Log

12 Replies

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

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