Forum Discussion

alang79's avatar
alang79
Tuning in
2 months ago

Intermittent packet loss and high latency

I was issued a new router (Hub5 I think) and upgraded to the gigabit service a couple of years ago and ever since I've suffered intermittent service problems.

The symptoms are sudden high latency, usually accompanied by packet loss. Sometimes a reboot of the router will resolve it and other times I just have to wait it out for some hours.

The last 24 hours have been particularly bad, I've had to restart the router three times.

I've checked all the coax connectors til I'm blue in the face and spent hours waiting for an agent on whatsapp but they're just not interested unless the service is hard down.

Is there some team that deals with issues like this? Maybe I just have a faulty router?

Broadband
Help
Hub 5

9 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    If it was a faulty hub I would think the problem would be non stop on going but 2am -10am looks fine.

    Might be a fault out side with the Docsis link?

    Went the connection is good post your downstream and upstream from the hub then when it goes bad post again.

    Post the live link of the BQM.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Sure you don't have a person in your house that hammers the connection
    before shutting down and retiring to bed at about 01:00 ?

    An avid Gamester, perhaps a Bit Torrent user or similar heavy traffic streamer.

  • alang79's avatar
    alang79
    Tuning in
    2 months ago

    BQM link https://www.thinkbroadband.com/broadband/monitoring/quality/share/8764c72365c6a634e2f7524c8789bd74bc5a6b8d

    Regards service status, I usually check this when I have issues and nothing is reported for my area. So the problem looks to be specific to my service.

    I live alone so no one else is using the service and I periodically check for rogue devices.

    The problem is very intermittent, it could be fine for 1-2 weeks now, then I'll suddenly get a couple of days when it's bad again, which is why it's so hard to get any traction with VM.

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 months ago

      Hi alang79,

      Thanks for posting, and sorry to see you've been having some connection issues. 

      So I can take a closer look at things, I've popped you over a private message.

      Alex_Rm

  • alang79's avatar
    alang79
    Tuning in
    2 months ago

    "Good" downstream

    3.0 Downstream channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	330000000	3	40	QAM 256	25
2	138000000	1.5	39	QAM 256	1
3	146000000	1.8	40	QAM 256	2
4	154000000	2	40	QAM 256	3
5	162000000	2	40	QAM 256	4
6	170000000	1.8	40	QAM 256	5
7	178000000	1.7	40	QAM 256	6
8	186000000	1.7	40	QAM 256	7
9	194000000	2.1	40	QAM 256	8
10	202000000	2	40	QAM 256	9
11	210000000	1.9	40	QAM 256	10
12	218000000	1.7	40	QAM 256	11
13	226000000	1.6	40	QAM 256	12
14	234000000	1.8	40	QAM 256	13
15	242000000	2.1	40	QAM 256	14
16	290000000	2.2	40	QAM 256	20
17	298000000	2.4	40	QAM 256	21
18	306000000	2.6	40	QAM 256	22
19	314000000	2.8	40	QAM 256	23
20	322000000	3.1	41	QAM 256	24
21	338000000	3.3	41	QAM 256	26
22	346000000	3.3	40	QAM 256	27
23	354000000	3.5	41	QAM 256	28
24	362000000	3.5	41	QAM 256	29
25	370000000	3.4	40	QAM 256	30
26	378000000	3.4	40	QAM 256	31
27	386000000	3.3	40	QAM 256	32
28	394000000	3.3	40	QAM 256	34
29	402000000	3.1	40	QAM 256	35
30	410000000	3.1	40	QAM 256	36
31	418000000	2.9	40	QAM 256	37

3.0 Downstream channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	11	0
2	Locked	39	15	0
3	Locked	40	17	0
4	Locked	40	22	0
5	Locked	40	13	0
6	Locked	40	14	0
7	Locked	40	24	0
8	Locked	40	18	0
9	Locked	40	7	0
10	Locked	40	15	0
11	Locked	40	13	0
12	Locked	40	6	0
13	Locked	40	20	0
14	Locked	40	12	0
15	Locked	40	10	0
16	Locked	40	12	0
17	Locked	40	5	0
18	Locked	40	10	0
19	Locked	40	7	0
20	Locked	41	16	0
21	Locked	41	12	0
22	Locked	40	11	0
23	Locked	41	6	0
24	Locked	41	8	0
25	Locked	40	12	0
26	Locked	40	8	0
27	Locked	40	5	0
28	Locked	40	12	0
29	Locked	40	12	0
30	Locked	40	12	0
31	Locked	40	10	0

3.1 Downstream channels
Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
33	92	4K	1800	QAM 4096	1128

3.1 Downstream channels
Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
33	Locked	41	3.1	995768142	11551

     

  • alang79's avatar
    alang79
    Tuning in
    2 months ago

    "Good" upstream

    3.0 Upstream channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	52.3	5120	QAM 64	1
1	43100000	51.5	5120	QAM 64	2
2	36600000	51	5120	QAM 64	3
3	30100000	50.8	5120	QAM 64	4
4	23600000	50.8	5120	QAM 64	5

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	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

3.1 Upstream channels
Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
13	10.4	47.2	2K	QAM 256

3.1 Upstream channels
Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
13	OFDMA	208	74000000	0	0

     

  • Nednats's avatar
    Nednats
    On our wavelength
    2 months ago

    Your case reminds me a lot of what I’ve been dealing with: intermittent dropouts, upstream issues, and a lack of recognition from VM that the problem could lie beyond the hub or internal setup. In my situation, the hub logs consistently show T3/T4 errors and high upstream power, and despite multiple reprovisioning attempts, there’s still no DOCSIS 3.1 lock.

    If you’re interested, I’ve documented my experience (including logs, BQM graphs, and VM responses) here:

    https://community.virginmedia.com/discussions/Wireless/hub-5-stuck-on-docsis-3-0-%E2%80%93-ranging-failures-high-upstream-power-docsis-3-1-not-/5652510

    Would be good to see if there’s a wider pattern VM needs to look into