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Redfokx
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Message 1 of 11
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Dropped packets randomly throughout the day (everyday)

Been having problems for last month or so with packets being dropped throughout the day, Enough to where its affecting streaming and gaming. I've had a technician come out to try and fix the problem but unfortunately nothing has changed with the system, hoping could get some more help to try and figure out the problem.

Link to see past 24hrs of internet and packet loss problem 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b638eaf5bdabe2a18ce37fceb9675c876403dd2d
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bucklez
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Re: Dropped packets randomly throughout the day (everyday)

Looks similar to issues I had for months, fixed with a new Hub.

 

You should post up the network stats ( i suspect these will be fine if a tech has checked it out)

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Redfokx
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Re: Dropped packets randomly throughout the day (everyday)

I have gotten a new HUB3 box when technician came out, but problem has continued to happen, we have just renewed are contract and was expecting to receive new HUB4 but haven't gotten any news about it as of yet unfortunately.

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Redfokx
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Re: Dropped packets randomly throughout the day (everyday)

Theres are the stats Network Log

Time Priority Description

21/06/2021 16:56:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 16:01:57Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 22:36:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 18:00:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 20:13:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 06:00:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 20:56:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 18:00:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 16:15:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 06:00:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 02:21:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2021 18:00:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 20:19:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 19:47:48Warning!TEK Invalid - Invalid Key Sequence Number;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2021 06:00:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 21:19:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 18:00:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 12:48:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2021 06:00:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 00:06:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Message 5 of 11
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Re: Dropped packets randomly throughout the day (everyday)


@Redfokx wrote:

I have gotten a new HUB3 box when technician came out, but problem has continued to happen, we have just renewed are contract and was expecting to receive new HUB4 but haven't gotten any news about it as of yet unfortunately.


Why were you expecting a Hub 4 ?  They are only for the highest tiers and areas with heavy congestion.  Your BQM is excellent, so I can't see congestion being a problem.  As well as the log you have posted, can you also post your Downstream and Upstream power levels for comment.

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Redfokx
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Message 6 of 11
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Re: Dropped packets randomly throughout the day (everyday)

When technician came to try solve problem, I told him we had a new contract starting and he said that if him installing a new HUB3 doesn't solve the issue we should be given a new HUB4 when our new contract starts as the HUB4 is a way better modem.

Stats posted below, thanks for help

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620000031.5512064 qam5
22580000031.8512064 qam8
33260000031.8512064 qam7
43940000031.5512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00200
2ATDMA00240
3ATDMA00250
4ATDMA00280

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11390000002.938256 qam1
21470000002.738256 qam2
31550000002.738256 qam3
41630000002.938256 qam4
5171000000338256 qam5
6179000000338256 qam6
7187000000338256 qam7
81950000002.938256 qam8
92030000002.738256 qam9
102110000002.738256 qam10
112190000002.738256 qam11
122270000002.738256 qam12
132350000002.538256 qam13
142430000002.538256 qam14
152510000002.538256 qam15
162590000002.538256 qam16
172670000002.538256 qam17
182750000002.438256 qam18
192830000002.538256 qam19
202910000002.438256 qam20
212990000002.538256 qam21
223070000002.538256 qam22
233150000002.738256 qam23
243230000002.738256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.93972431124
2Locked38.9359175584
3Locked38.6309113615
4Locked38.9275810776
5Locked38.9249493812
6Locked38.92187581026
7Locked38.9199644850
8Locked38.9165137835
9Locked38.9132135803
10Locked38.994859828
11Locked38.974282864
12Locked38.962606881
13Locked38.9569551037
14Locked38.653682816
15Locked38.9474631165
16Locked38.948836839
17Locked38.940717887
18Locked38.938362870
19Locked38.932930815
20Locked38.930052802
21Locked38.929921896
22Locked38.627375909
23Locked38.9276321545
24Locked38.931193851
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Andrew-G
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Message 7 of 11
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Re: Dropped packets randomly throughout the day (everyday)

Your upstream power looks too low, and the upstream timeout count is too high, which affects the quality of the downstream and may explain the high uncorrected (post-RS) downstream error counts.

I've marked for the staff to take a look and advise.  

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Gareth_L
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Message 8 of 11
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Re: Dropped packets randomly throughout the day (everyday)

Hello Redfokx

Sorry to have to jump in on this thread 

So I can look into this in a bit more details from our side 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Redfokx
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Re: Dropped packets randomly throughout the day (everyday)

Thanks for your help, legend. 

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Gareth_L
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Re: Dropped packets randomly throughout the day (everyday)

Hello Redfokx

Just sent you a Private Message with the appointment times 

Gareth_L

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