Another thread on packet loss

Question

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;

legacy1 · Answer

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 · Answer

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 · Answer

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.

Adduxi · Answer

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

df1800 · Answer

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

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

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