Forum Discussion

Maxtabor1's avatar
Maxtabor1
Tuning in
10 months ago

packet loss

I've been getting packet loss for 5-6 months and i have had 2-3 engineers come round to have a look at it and yet nothing has fixed my issue. I have tried different Ethernet cables and different Powerline Adapters (TP-Link av1000) yes still get the same results. Engineers have come round to change the outside cable as there was a problem with that about a month ago but that still hasn't changed anything. I don't want to spend anymore money on 3rd party devices to try and fix this matter and i just want to get to the bottom of the problem. i have asked some people i know how their internet is with Virgin and they say it seems ok. But ive been getting constant packet loss for a while now.              

E.g. (Last Night and this Morning) (TP-LINK AV1000).

These results look the same everyday sometimes a little better and some even worse. 

 

  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    Which application is affected by packet loss ?

    Test the Packet Loss to the VM Hub & your device with this link :

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to see the stats for Packet Loss / Jitter / Latency & Upstream speed.

    Share a screen shot of the results.

    • Maxtabor1's avatar
      Maxtabor1
      Tuning in
      10 months ago

      Every online game i play i receive packet loss. Some games i play do not require good internet so im ok playing those but any competitive game i have a massive disadvantage.

  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    So Zero packet loss the the VM Hub, in fact it looks like a good connection.

    Not so good is 82% of the downstream bandwidth is being lost between the VM Hub and the Desktop.

    • Maxtabor1's avatar
      Maxtabor1
      Tuning in
      10 months ago

      Yes this may be that my tp-link av1000 only passes around 100mbps but im not too sure on that. 

       

  • RT123's avatar
    RT123
    Up to speed
    10 months ago

    Is there any devices that you can connect directly to the Hub please? Even good quality Powerline adapters aren't great.

    Since the BQM is showing packet loss, please could you provide the router stats (downstream, upstream and network logs):

    Go to 192.168.0.1 (192.168.100.1 if the VM Hub is in modern mode) and copy and paste the logs here (first time it will fail, second time it will post)

     

    • Maxtabor1's avatar
      Maxtabor1
      Tuning in
      10 months ago

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1195000000-1.441QAM 2568
      2139000000-1.641QAM 2561
      3147000000-1.841QAM 2562
      4155000000-1.741QAM 2563
      5163000000-241QAM 2564
      6171000000-1.941QAM 2565
      7179000000-1.841QAM 2566
      8187000000-1.741QAM 2567
      9203000000-1.541QAM 2569
      10211000000-1.441QAM 25610
      11219000000-1.441QAM 25611
      12227000000-1.441QAM 25612
      13235000000-1.641QAM 25613
      14243000000-1.941QAM 25614
      15251000000-1.841QAM 25615
      16259000000-1.841QAM 25616
      17267000000-1.841QAM 25617
      18275000000-1.841QAM 25618
      19283000000-1.841QAM 25619
      20291000000-1.841QAM 25620
      21299000000-1.841QAM 25621
      22307000000-241QAM 25622
      23315000000-2.141QAM 25623
      24323000000-2.141QAM 25624
      25331000000-241QAM 25625
      26339000000-2.140QAM 25626
      27347000000-2.241QAM 25627
      28355000000-2.141QAM 25628
      29363000000-2.141QAM 25629
      30371000000-2.441QAM 25630
      31379000000-241QAM 25631
      32387000000-1.841QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked41217
      2Locked4116516
      3Locked41158186
      4Locked41210656
      5Locked4162113
      6Locked418275
      7Locked41309757
      8Locked41261771
      9Locked4111668
      10Locked41401227
      11Locked41582405
      12Locked41291172
      13Locked4119989
      14Locked4112554
      15Locked419165
      16Locked416865
      17Locked4122881
      18Locked41711106
      19Locked41692164
      20Locked419445
      21Locked414057
      22Locked416343
      23Locked415250
      24Locked417039
      25Locked416943
      26Locked4018741
      27Locked4115741
      28Locked4116736
      29Locked412547
      30Locked413438
      31Locked412451
      32Locked412732

      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)
      159Locked42-0.74231062389

      148555

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      060300000435120QAM 641
      153700000435120QAM 642
      24620000043.35120QAM 643
      33940000043.35120QAM 644
      43260000043.35120QAM 645
      52360000043.35120QAM 646

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0040
      1ATDMA0050
      2ATDMA0050
      3ATDMA00241
      4ATDMA00211
      5ATDMA00271

      Network Log

      Time Priority Description
      30-04-2024 23:34:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-04-2024 23:31:56noticeGUI Login Status - Login Success from LAN interface
      30-04-2024 23:31:46noticeGUI Login Status - Login Success from LAN interface
      30-04-2024 23:31:10noticeGUI Login Status - Login Success from LAN interface
      30-04-2024 23:28:59noticeGUI Login Status - Login Fail from LAN interface
      29-04-2024 22:32:57criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-04-2024 21:57:10errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      26-04-2024 20:19:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      26-04-2024 09:57:08errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-04-2024 13:39:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-04-2024 23:22:41errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 17:49:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:25:05warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:25:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:14:01noticeREGISTRATION COMPLETE - Waiting for Operational status
      19-04-2024 15:13:55warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:13:55warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:13:55warningDynamic Range Window violation
      19-04-2024 15:13:49noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:13:42warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:13:40noticeHonoring MDD; IP provisioning mode = IPv4
      19-04-2024 15:13:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      19-04-2024 15:13:24criticalCable Modem Reboot because of - HW or Power-On Reset
      17-04-2024 18:59:18criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 21:04:49criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 17:59:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 17:59:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 17:59:06criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 16:51:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 16:51:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 16:51:00criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 16:50:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 15:36:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 15:24:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 15:24:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      16-04-2024 15:24:38criticalCable Modem Reboot because of - Reboot Timezone Change
  • RT123's avatar
    RT123
    Up to speed
    10 months ago

    Hi, 

    There appears to be some PostRS errors, which could indicate noise on your line (and the cause of the packet loss). 

     

    When you see this, if the number of PostRS errors is continuing to rise - please post the logs again. 

    • Maxtabor1's avatar
      Maxtabor1
      Tuning in
      10 months ago

      Ok i'm going to leave it till the morning then i will check too see if it will rise. 

      Thank you.

      • Maxtabor1's avatar
        Maxtabor1
        Tuning in
        10 months ago

        Nevermind it looks like it has risen into the thousands now

        3.0 Downstream channels

        Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
        1Locked411693956
        2Locked4116516
        3Locked411891393
        4Locked415782927
        5Locked4110251864
        6Locked4115801359
        7Locked4115492363
        8Locked416673060
        9Locked411350690
        10Locked411081462
        11Locked4123151078
        12Locked411007437
        13Locked41401231
        14Locked41232165
        15Locked41208203
        16Locked41208242
        17Locked41417276
        18Locked411121323
        19Locked411158288
        20Locked41444119
        21Locked41815104
        22Locked41742168
        23Locked41364109
        24Locked4132575
        25Locked4160392
        26Locked411470162
        27Locked411502283
        28Locked41195480
        29Locked4189461
        30Locked4114650
        31Locked4114165
        32Locked4112050
  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    If our VM connection is typical there is less than 10 miles from our house to the public internet network.
    When I look at BQM I see no useful info.
    Why ? Because 95%+ of the network being measured is not part of our VM connection.
    Assuming the BQM represents just your connection to the street cabinet is quite flawed.