Forum Discussion

leenordon's avatar
leenordon
Tuning in
7 months ago

Line changed packet loss

Hi, Right i'm a bit confused to whats gone off here so let me explain.

Ive been with Virgin Roughly 19 months im on the Gig1 package and the past 18 months ive never really had any issues or major/problems, never suffered from packet loss always been able to stream on twitch etc. I set up Thinkbroad.com graph up so i could see how stable line was and as i say ive never had any problems over the past 18 months always been perfect. as you will see in attached graph no packet loss: Graph 

Recently my contract ran out so i renewed as i was really happy with how the connection as been, Then when streaming the other day and realised i was dropping frames in obs, so today i checked thinkbroadband.com but my graph was perectly fine as the above graph shows no packet loss, thats when i realised i now have a totally different ip address like im on a totally different connection? to what my previous ip/graph shows so the above graph is no longer showing my connection (strange) so i then setup a new thinkbroadband.com graph with this new ip adress i now have, and its just constant red packet loss as shows here in new graph here -: New Graph 

Im really confused as to whats happened and why i'm no longer on the stable connection i was on in the first place ? and have been for 18 months with no problems.  Why as my connection been changed ? customer service say they need to send me a new router when this is not a hardware problem my line as been switched for no reason what so ever and the old graph is still live so that means someone else is on my old stable connection? and i've been changed to a unstable connection??

I currently cant stream at all and gaming etc is so frustraiting with constant packet loss i'm not happy to be honest cant understand why this would happen and no explaination!

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    Its odd that a IP change is causing this maybe Docsis channels have changed and thats the reason

    by wire run CMD

    Ping -n 200 194.168.4.100 

    • leenordon's avatar
      leenordon
      Tuning in
      7 months ago

      Ping statistics for 194.168.4.100:
      Packets: Sent = 200, Received = 185, Lost = 15 (7% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 7ms, Maximum = 26ms, Average = 10ms

       

      Yeah im confused when i whois my old ip it shows as rotherham this new ip shows as sheffield so its definatly like im on a totally different line/connection or somthing im baffled and my connection is screwed as you can see in the new graph.

  • leenordon's avatar
    leenordon
    Tuning in
    7 months ago

    I don't know if these details show anything is wrong

     
    Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
    Cable Modem StatusOnlineDOCSIS 3.0
    Primary downstream channelLockedSC-QAM
    DOCSIS 3.0 channels316
    DOCSIS 3.1 channels10

     

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    12990000009.139QAM 25621
    21390000008.138QAM 2561
    31470000007.938QAM 2562
    41550000007.938QAM 2563
    5163000000838QAM 2564
    61710000008.238QAM 2565
    71790000008.438QAM 2566
    81870000008.438QAM 2567
    91950000008.538QAM 2568
    102030000008.439QAM 2569
    112110000008.639QAM 25610
    122190000008.739QAM 25611
    132270000008.839QAM 25612
    142350000008.939QAM 25613
    152430000008.839QAM 25614
    162510000008.739QAM 25615
    172590000008.639QAM 25616
    182670000008.739QAM 25617
    192750000008.939QAM 25618
    20283000000939QAM 25619
    212910000009.139QAM 25620
    223070000009.139QAM 25622
    23315000000939QAM 25623
    243230000008.939QAM 25624
    253310000008.839QAM 25625
    26339000000939QAM 25626
    273470000009.139QAM 25627
    283550000009.240QAM 25628
    293630000009.339QAM 25629
    303710000009.440QAM 25630
    313790000009.639QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked3900
    2Locked3800
    3Locked3800
    4Locked3800
    5Locked3800
    6Locked3800
    7Locked3800
    8Locked3800
    9Locked3800
    10Locked3900
    11Locked3900
    12Locked3900
    13Locked3900
    14Locked3900
    15Locked3900
    16Locked3900
    17Locked3900
    18Locked3910
    19Locked3900
    20Locked3900
    21Locked3900
    22Locked3900
    23Locked3900
    24Locked3900
    25Locked3900
    26Locked3900
    27Locked3900
    28Locked4000
    29Locked3900
    30Locked4000
    31Locked3900

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    159Locked4212.72001420040

     

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000029.85120QAM 649
    15370000029.35120QAM 6410
    24620000028.85120QAM 6411
    33940000028.85120QAM 6412
    43260000028.35120QAM 6413

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0300
    1ATDMA0300
    2ATDMA0300
    3ATDMA0300
    4ATDMA0300

    Network Log

    Time Priority Description
    15-08-2024 14:45:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:45:09warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:49warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:09warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:44:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:43:49warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:43:47noticeGUI Login Status - Login Success from LAN interface
    15-08-2024 14:43:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:43:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:43:24noticeGUI Login Status - Login Fail from LAN interface
    15-08-2024 14:43:14criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:43:09warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:49warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:38criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:09warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:42:04criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:43warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:40warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:35warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:32criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:32criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:32critical16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:29warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 14:41:16criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-08-2024 10:42:37noticeGUI Login Status - Login Success from LAN interface
    15-08-2024 10:42:29noticeGUI Login Status - Login Success from LAN interface
    15-08-2024 10:40:36noticeGUI Login Status - Login Success from LAN interface
    • Tudor's avatar
      Tudor
      Very Insightful Person
      7 months ago

      Upstream power levels are far too low and the downstream levels are a bit high. I believe you should be on a different tap on the street cabinet. You need to firstly check if there are any area faults, see below: 

      Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

      VM will not dispatch any technicians while an area fault exists.

      If no area faults found:

      The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

      • leenordon's avatar
        leenordon
        Tuning in
        7 months ago

        This as happened out of nowhere i noticed some dropped frames in obs other day when streaming but didnt think anything of it. Then today started streaming and instantly was dropping frames obs was in red thats when i checked thinkbroadband and realised the graph i was looking at is no longer the same as my current ip address. So setup a new graph with my current (RANDOM NEW) ip address i have now and as the graph i posted shows its messed up,

        I have already got a engineer coming out saturday and customer service say they sending me a new router and i will be given a new ip address wich will sort it out suposedly which i highly doubt the router is the problem ? 

        I don't know why i would have to be switched to a different tap in the cabinet if everything was already perfectly fine in the first place, Does this meen i was moved to a different tap in the cabinet and thats why my ip changed and now a unstable connection ??

  • leenordon's avatar
    leenordon
    Tuning in
    7 months ago

    The connection i was on for past 18 months was always stable 

    Now the ip changed seems like ive been put onto a new connection

     

     changed to 

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi leenordon, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having an issue with your services. On a residential service, the IP addresses can change from time to time and you're not always guaranteed to keep the same one. 

      Checking things here, I can see the engineer visit was cancelled due to an area fault being raised. This has since been resolved and the team have already sent out a new hub. Once you receive this, please ensure it is installed within 5 days of it arriving. This will ensure there is no break in your connection then. 

      Keep us posted on how things go and if you have any further issues, you know where we are. 

      Thanks, 

      • leenordon's avatar
        leenordon
        Tuning in
        7 months ago

        the line as been perfectly fine ever since so i dont need the new router that is coming and i want to send the new router back i want to stay on this line its very stable an di am happy can i send the new router back and just stay as i am please