Forum Discussion

parmi's avatar
parmi
On our wavelength
8 months ago
Solved

Packet Loss

A few days ago I started to have high packet loss, I have always noticed packet loss with Virgin Media, but lately it has become too high.

I'm using the Hub 5 in modem mode to which I connected a NanoPi R6S (8core@2.4GHz - 8GB RAM) to the 2.5Gbps port, configured to use SQM/fq_codel and DSCP packet (inbound and outbound), tested with Wireshark to double check and it works.

Obviously I have already tried restarting the modem and rouer.

The game packets are of UDP type, I'm playing Valorant which reports a high number of lost packets (2/3 packets every second), and I have the same problem with my multistream on Twitch and YouTube where I lose 40% of frames, packet loss is present even when I'm not streaming.

My upload speed test is lower than usual (90Mbps)

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.541QAM 25625
21390000006.541QAM 2561
31470000006.341QAM 2562
41550000006.341QAM 2563
51630000006.341QAM 2564
61710000006.141QAM 2565
71790000006.341QAM 2566
81870000006.342QAM 2567
91950000006.541QAM 2568
102030000005.741QAM 2569
112110000003.740QAM 25610
12219000000641QAM 25611
132270000006.241QAM 25612
142350000006.341QAM 25613
15243000000641QAM 25614
162510000006.141QAM 25615
172590000006.141QAM 25616
182670000006.241QAM 25617
192750000006.341QAM 25618
202830000006.241QAM 25619
212910000006.541QAM 25620
222990000006.541QAM 25621
233070000006.741QAM 25622
243150000006.842QAM 25623
253230000006.641QAM 25624
263390000006.341QAM 25626
273470000006.441QAM 25627
283550000006.241QAM 25628
293630000006.541QAM 25629
303710000006.741QAM 25630
313790000006.741QAM 25631
323870000006.842QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4100
3Locked4100
4Locked4100
5Locked4100
6Locked4100
7Locked4100
8Locked4200
9Locked4100
10Locked4100
11Locked4000
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4100
22Locked4100
23Locked4100
24Locked4200
25Locked4100
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4100
32Locked4200

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)
159Locked427.5126936550

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000037.35120QAM 649
14310000037.35120QAM 6410
23660000036.85120QAM 6411
33010000036.35120QAM 6412
423600000375120QAM 6413

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0310
1ATDMA0300
2ATDMA0310
3ATDMA0300
4ATDMA03180

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
141031.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA2007400000000
 
  • Hi parmi 

    Welcome back to the community forums

    Sorry to hear you're having issues with your service at this time. 

    Checking the systems at our side, we can see that there is an outage raised for SNR (signal noise ratio) meaning there are disruptions and interferences which are affecting your services intermittently. Our apologies for the inconvenience this may cause. There is an estimated fix time of 17 June 2024 at 9:05am, these are estimated and can be resolved before or extended further if the issues needs time than previously estimated. Our teams are working to have this resolved as soon as possible for you. 

  • parmi's avatar
    parmi
    On our wavelength

    Network Log

    Time Priority Description
    09-06-2024 16:02:31noticeGUI Login Status - Login Success from LAN interface
    09-06-2024 15:45:56noticeGUI Login Status - Login Success from LAN interface
    09-06-2024 15:43:42criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:36:04warningDBC-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;
    09-06-2024 15:36:04noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 13.;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:35:40noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:35:40warningDBC-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;
    09-06-2024 15:34:56warningTCS Partial Service;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:56criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:37warningDBC-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;
    09-06-2024 15:34:37noticeUS profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=--:--:--:--:--:74;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:34warningTCS Partial Service;CM-MAC=--:--:--:--:--:74;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:34criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:34noticeREGISTRATION COMPLETE - Waiting for Operational status
    09-06-2024 15:34:24warningREG-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;
    09-06-2024 15:34:19noticeDS 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;
    09-06-2024 15:34:15noticeTLV-11 - unrecognized OID;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:-;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:13warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=--:--:--:--:--:-;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:34:11noticeHonoring MDD; IP provisioning mode = IPv4
    09-06-2024 15:34:08criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:33:43criticalNo Ranging Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:33:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=--:--:--:--:--:--;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-06-2024 15:33:38criticalCable Modem Reboot because of - HW or Power-On Reset
    08-06-2024 23:09:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    08-06-2024 12:20:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    07-06-2024 08:05:58criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 20:49:23criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 04:52:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    01-06-2024 07:24:15criticalReceived 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;
    31-05-2024 23:44:24criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=--:--:--:--:--:--;CMTS-MAC=--:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
    31-05-2024 23:43:49criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=--:--:--:--:--:--;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    31-05-2024 23:43:48criticalCable Modem Reboot because of - HW or Power-On Reset
    20-05-2024 19:46:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=--:---:--:--:--:--;CMTS-MAC=00:--:--:--:--:--;CM-QOS=1.1;CM-VER=3.1;
  • Client62's avatar
    Client62
    Alessandro Volta

    The stats in this thread don't cover packet loss on the video streaming applications in question.

  • parmi's avatar
    parmi
    On our wavelength

    What do you mean? what stats do you need?

    • parmi's avatar
      parmi
      On our wavelength

      I just created a new account on thinkbroadband, I'm already starting to see that there are packet losses.

      My Broadband Ping - VirginMedia 

      • parmi's avatar
        parmi
        On our wavelength

        Anyone have any idea what's going on?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    That illustrates your reported problem pretty well. How do those red periods coincide with your heavy use? Are there other times that are OK for you when you are streaming? 

    • parmi's avatar
      parmi
      On our wavelength

      Basically from the tests I have done, I can conclude that during the red periods I notice the following things:

      • Packet loss in game from 1 to 7 packet losses per second, also according to the graphics and statistics of the game the packet loss is only in upload, the download is ok, the game sends about 1KB/s of UDP data.
      • The upload speed test drops from 90Mbps to 45Mbps, the download does not suffer any drop.
      • My multistream to Twitch and YouTube suffers framedrops of around 40% (data reported by OBS), the streaming is set at a bitrate of 8000kbps, so I have an upload of around 16Mbps data, the in-game packet losses occur even if I stop the streams.

      There is no one else in the house using the connection during the red periods.

      During the non-red periods, none of the above problems occur.

      This problem started happening a few days ago, I've never had any problems like this before.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta

        It certainly looks like an upstream problem, with all those T3s.  If there is nothing showing on 0800 561 0061 then you'll need to phone it in as a fault, but I fear it may be difficult to persuade the untrained staff there. 

         

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    Your stats are good but the log shows problems which could be caused by, amongst others, signal quality, network congestion or connectivity. As a first step, power off your hub, check that all connections between hub and wall socket are tight and that the cable is not kinked or damaged, and power on the hub again.

    • parmi's avatar
      parmi
      On our wavelength

      Checking the cables, rebooting and factory resetting the Hub was one of the first things I did.

      From the graphs it seems that packet losses occur every day more or less at the same times, I have already received a couple of SMS from Virgin Media saying they have checked the connection and it looks good, and they will continue to monitor it until 13/06/2024 12:32:17.

      Reading other posts about packet losses, I have the feeling that this is the beginning of a nightmare.

      11/6/2024:

      12/06/2024:

      13/06/2024:

      Live graph:

      • Carley_S's avatar
        Carley_S
        Forum Team

        Hi parmi 

        Welcome back to the community forums

        Sorry to hear you're having issues with your service at this time. 

        Checking the systems at our side, we can see that there is an outage raised for SNR (signal noise ratio) meaning there are disruptions and interferences which are affecting your services intermittently. Our apologies for the inconvenience this may cause. There is an estimated fix time of 17 June 2024 at 9:05am, these are estimated and can be resolved before or extended further if the issues needs time than previously estimated. Our teams are working to have this resolved as soon as possible for you. 

  • parmi's avatar
    parmi
    On our wavelength

    The problem was resolved by VirginMedia weeks ago, apparently it was a SNR (signal noise ratio) problem.

    • Akua_A's avatar
      Akua_A
      Forum Team

      Thank you for the update parmi We apologise for any inconvenience caused by the SNR issue. Please do not hesitate to contact us if you need any further help