Forum Discussion

Nutkin's avatar
Nutkin
Joining in
7 hours ago

Consistant lag and packet loss at peak times

For just over a week now i have had consistant packet loss which has caused disconnects from gaming and constant time outs on discord and other voice calls. 

BQM shows anywhere from about 11am - 2am the next day is an issue

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3de97e68836699a3dec2ac678da9d66be21e853a



I have my Super Hub in Modem mode but did try going back to Router mode and this didnt make any difference. 

Unfortunately all the help seems to suggest WiFi all the time and I run ethernet where I can. 

Is there anything on my end this could be or is this something like Congestion on VM end?

3 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 hours ago

    We will see if VM can just get it right and point to the problem as it being them and not you.

    post upstream T# timeouts you likely have many and if not likely not a Docsis issue but routing higher up from the gateway.

    also for a simple test thats not many hops away from your connection run cmd on a wired PC with the following:

    ping -n 200 194.168.4.100 

    but as its not consistent run ping -t 194.168.4.100 till you see drops to run the above

    what own router do you  have? 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 hours ago

    Are the drop outs on wired or wireless connections, or both?

    Have you used the /check-services/ function to check for problems in your area? You can also a run a test on your equipment from there. If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This is generally  better  as it gives details of more local issues down to postcode level.

    Aside from your BQM (which looks terrible) you should also include your hub stats.

    tpe 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

    When the page appears click on  ‘Check Router Status’ (below the log in box) and when the page appears go to Advanced Settings > Tools > Network Status.

    Then copy paste (don't screenshot)  the information from the Downstream, Upstream, and Network logs.  You will need to blank our the MAC addresses from the Network logs

  • Nutkin's avatar
    Nutkin
    Joining in
    6 hours ago

    Thank you for your time and replies, 
    My router is an ASUX RT-AX88U

    Here is the stats

    3.0 Downstream channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	411000000	2.8	41	QAM 256	89
2	139000000	2.2	41	QAM 256	65
3	147000000	2.2	41	QAM 256	66
4	155000000	2.2	41	QAM 256	67
5	163000000	2.1	41	QAM 256	68
6	171000000	2.2	40	QAM 256	69
7	179000000	2.2	40	QAM 256	70
8	187000000	2.4	40	QAM 256	71
9	195000000	2.7	41	QAM 256	72
10	203000000	2.7	41	QAM 256	73
11	211000000	2.9	41	QAM 256	74
12	219000000	2.9	41	QAM 256	75
13	227000000	3	41	QAM 256	76
14	235000000	2.8	41	QAM 256	77
15	243000000	2.8	41	QAM 256	78
16	251000000	2.6	41	QAM 256	79
17	259000000	2.6	41	QAM 256	80
18	267000000	2.6	41	QAM 256	81
19	275000000	2.7	41	QAM 256	82
20	283000000	2.7	41	QAM 256	83
21	291000000	2.6	41	QAM 256	84
22	299000000	2.6	41	QAM 256	85
23	307000000	2.5	41	QAM 256	86
24	315000000	2.5	41	QAM 256	87
25	323000000	2.5	41	QAM 256	88
26	419000000	2.7	41	QAM 256	90
27	427000000	2.7	41	QAM 256	91
28	435000000	2.8	41	QAM 256	92
29	443000000	2.8	41	QAM 256	93
30	451000000	3	41	QAM 256	94
31	459000000	3.1	41	QAM 256	95
32	467000000	3.1	42	QAM 256	96

3.0 Downstream channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	41	3	0
2	Locked	41	696	0
3	Locked	41	485	0
4	Locked	41	322	0
5	Locked	41	231	0
6	Locked	40	132	0
7	Locked	40	90	0
8	Locked	40	56	0
9	Locked	41	44	0
10	Locked	41	28	0
11	Locked	41	26	0
12	Locked	41	15	0
13	Locked	41	18	0
14	Locked	41	11	0
15	Locked	41	9	0
16	Locked	41	12	0
17	Locked	41	9	0
18	Locked	41	13	0
19	Locked	41	8	0
20	Locked	41	8	0
21	Locked	41	11	0
22	Locked	41	11	0
23	Locked	41	6	0
24	Locked	41	9	0
25	Locked	41	21	0
26	Locked	41	3	0
27	Locked	41	4	0
28	Locked	41	1	0
29	Locked	41	3	0
30	Locked	41	8	0
31	Locked	41	1	0
32	Locked	42	1	0

3.1 Downstream channels
Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
97	94	4K	1840	QAM 4096	1108

3.1 Downstream channels
Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
97	Locked	0	5.4	2552019154	0
    3.0 Upstream channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	60300000	41.3	5120	QAM 64	9
1	53700000	41.8	5120	QAM 64	10
2	46200000	41.3	5120	QAM 64	11
3	39400000	40.8	5120	QAM 64	12
4	32600000	40.8	5120	QAM 64	13
5	23600000	40.3	5120	QAM 64	14

3.0 Upstream channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	2	0
    Network Log
Time	Priority	Description
14-10-2025 21:57:39	notice	GUI Login Status - Login Success from LAN interface
14-10-2025 21:57:19	notice	GUI Login Status - Login Fail from LAN interface
14-10-2025 21:57:13	notice	GUI Login Status - Login Fail from LAN interface
14-10-2025 21:53:04	notice	GUI Login Status - Login Fail from LAN interface
14-10-2025 21:52:30	notice	GUI Login Status - Login Fail from LAN interface
14-10-2025 01:35:13	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 20:05:09	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 13:35:11	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:36	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-10-2025 01:38:30	warning	Dynamic Range Window violation
10-10-2025 01:38:30	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:30	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:25	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:22	notice	TLV-11 - unrecognized OID;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:19	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:17	notice	Honoring MDD; IP provisioning mode = IPv4
10-10-2025 01:38:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MacAddr;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
10-10-2025 01:38:05	critical	Cable Modem Reboot because of - Software_Upgrade
10-10-2025 01:35:49	alert	SW download Successful - Via NMS
10-10-2025 01:33:11	alert	SW Download INIT - Via NMS
08-10-2025 01:17:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
05-10-2025 19:06:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MacAddr;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
05-10-2025 19:06:30	critical	Cable Modem Reboot because of - HW or Power-On Reset
27-09-2025 04:07:38	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:07:26	critical	No Ranging Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:07:26	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:07:19	critical	No Ranging Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:06:54	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:06:44	critical	No Ranging Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
27-09-2025 04:06:37	critical	Cable Modem Reboot because of - HW or Power-On Reset
27-09-2025 04:06:37	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MacAddr;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:48:26	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:48:26	critical	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:44:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:44:16	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:43:56	critical	No Ranging Response received - T3 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;
06-08-2025 13:43:56	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=MacAddr;CMTS-MAC=MacAddr;CM-QOS=1.1;CM-VER=3.1;