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Evening Packet Loss Area Reference 05

Hi Guys,

I hope someone can help, I have over the last month started to suffer from significant packet loss in the evening (6pm - 4am). Large ping spikes, loss of connection.

I have found that regularly now trying to play anything from PUBG / Apex Legends / Rocket League / COD all result in warning symbols appearing and games being abandoned as they become unplayable.

Looking at this locally I can see the SH3 (in modem mode) is spewing Critical and Warning messages regarding losing connection to T3s and mentions of "partial service". Looking further afield I have also setup on ThinkBroadband broadband quality meters to examine the packet loss.

I have left this running over the last week or so in the hope that the packet loss would be picked up and resolve however it has not yet been fixed.

Today I called the broadband support line and got put through to an Indian call centre and I was presented with someone who didn't even know what packet loss was, let alone how to fix it. He simply told me to run a speed test.

Can someone from VM please contact me and explain how I may communicate with someone who is at least technical so we may progress this issue.

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Re: Evening Packet Loss Area Reference 05

Type 192.168.0.1 into your browser URL bar and press enter.  When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.

Post your BQM link onto here.

***********************************************************************************************************************************

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
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Re: Evening Packet Loss Area Reference 05

Time Priority Description

20/02/2020 18:58:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:29criticalNo Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:28Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:28criticalNo Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:28Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:25Warning!Lost MDD Timeout;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:21Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 06:42:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
17/02/2020 07:50:32ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 17:47:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 03:55:2criticalNo Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
16/02/2020 03:45:16ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
   
11/02/2020 13:41:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 05:24:10criticalNo Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 05:24:10Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 05:24:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 05:24:9criticalNo Ranging Response received - T3 time-out;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
11/02/2020 05:24:6Warning!Lost MDD Timeout;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;

 

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

12990000007.840256 qam21
22030000006.940256 qam9
32110000006.938256 qam10
42190000006.540256 qam11
52270000006.538256 qam12
62350000006.340256 qam13
7243000000638256 qam14
8251000000640256 qam15
92590000005.940256 qam16
10267000000740256 qam17
11275000000740256 qam18
122830000007.540256 qam19
132910000007.540256 qam20
143070000007.640256 qam22
153150000007.640256 qam23
16323000000840256 qam24
173630000006.538256 qam32
183710000003.437256 qam25
193790000003.438256 qam26
203870000005.538256 qam27
213950000006.540256 qam28
224030000006.540256 qam29
234110000006.638256 qam30
244190000006.640256 qam31



Downstream bonded channels

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

1Locked40.370
2Locked40.340
3Locked38.940
4Locked40.970
5Locked38.970
6Locked40.380
7Locked38.940
8Locked40.9130
9Locked40.320
10Locked40.360
11Locked40.3100
12Locked40.340
13Locked40.360
14Locked40.950
15Locked40.340
16Locked40.320
17Locked38.9200
18Locked37.6150
19Locked38.650
20Locked38.670
21Locked40.340
22Locked40.370
23Locked38.950
24Locked40.940

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d0d4a76a70086adf5ff0085b6f4a68d3f1e910fe-11-02-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4665f8267bbfde12c51d73f40413e8afc2539016-19-02-202
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2ae1d7865fe1bd355977b91956ad327beb4cea70-20-02-2020

 

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Re: Evening Packet Loss Area Reference 05

Thanks for popping back with that information @bob253

 

I can see that the last and most recent BQM was from a couple of days ago - do you have a Live version available so we can see what is happening in real time? 

 

I have located your account from your Forum information and gone through a few diagnostics from here - a reboot has been done in the last 48 hours so that's great; at the time of writing, there are no errors showing from this end and all signals are within the parameters we would expect. 

 

How have things been over the last 24-48 hours? Are you still seeing the issues? 

 

Cheers

Katie - Forum Team


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Re: Evening Packet Loss Area Reference 05

Hi Katie,

Thanks for getting back to me. Just to clarify, historically I have not have any packet loss. Packet loss is usually down to a router or switch which is failing at some level. While playing games any level of packet loss results in those packets having to be re-transmitted causing a lag spike and in turn causes your character to do what is known as "Rubber band". I am still experiencing this. The following is the graph for today and it clearly shows the presence of packet loss to my connection.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7d71517e3e16b70bee80281801c2c81cbd949237-22-02-2020

If this is due to over subscription within the area then this needs to be looked at, as I have been with VM for over 5 years at this address alone (and with them in a previous residence) and never suffered from these issues before.

As the issue appears to get worse in the evening it is something that may well be linked to the network being under strain.

Latency and a reliable connection are paramount for both gaming but also as I work from home I need a connection that does not drop connections. Clearly with the log messages I am getting with "partial service" and "T3 Timeout" there are definitely avenues to investigate.

Playing PUBG about an hour ago I was getting "Network Lag Detected" while playing on EU servers which was pausing my game as well as rubber banding where I was being thrown back 100 meters from where I was running. So I would say yes the issues are still present within games.

I did the reboot, on the modem as the first time I phoned the help line it detected a fault and recommended that it reboot itself.

Hope that helps clarify the issues I am facing.

Many Thanks

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Re: Evening Packet Loss Area Reference 05

Forgot to add this is what has appeared in the logs this evening

22/02/2020 16:39:46Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:46Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:43Warning!Lost MDD Timeout;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:39Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:39Warning!RCS Partial Service;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
22/02/2020 16:39:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<removed>;CMTS-MAC=<removed>;CM-QOS=1.1;CM-VER=3.0;
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Re: Evening Packet Loss Area Reference 05

Hi bob253,

 

Thanks for coming back to us. The power levels are slightly on the high side so I'm gonna send a tech out to check things.

 

I'll PM you now with the details.

 

Kind regards,

John_GS
Forum Team

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Re: Evening Packet Loss Area Reference 05

Hi bob253,

 

I've PM'ed you all the details now 🙂

 

Let me know how the tech visit goes.

 

Kind regards,

John_GS
Forum Team

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