GL4 (Area 05) Very high ping/packet loss

[JNukem8472]

Hello. For the last few days I have been experiencing my Internet dropping out completely followed by long periods of intermittent lag spikes and packet loss.

I have performed resets on my Hub 3 only to still have the issue.

Here is my Think Broadband monitor:

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/f5bd51a69c5a8a78158faeb9c3d36b2fe5fdf639-02-08-2021">My Broadband Ping</a>

After checking the Service Status for my area there are no problems listed on the Broadband section.

Upon running a test on my service I am prompted with an amber titled message saying that there is a problem on the network effecting multiple people in my area however this still is not listed in any form on the Service status page.

Gaming is becoming impossible with a 1000+ latency on games like WoW with dropouts resulting in everything lagging out and then the game disconnecting and streaming services such as Netflix failing to load.

Not sure if it is related but a few days ago some road works started at the nearby road junction around the traffic lights and down the main road with lots of digging going on. This problem started shortly after that but it could be totally unrelated as I have had similar issues to this every 1+1/2 to 2 or 3 years with Virgin in my area as my post history will show.

Not quite sure what to do to here.

- James

[JNukem8472]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	203000000	1.9	38	256 qam	9
2	211000000	1.5	37	256 qam	10
3	219000000	1.2	35	256 qam	11
4	227000000	0.5	36	256 qam	12
5	235000000	0.2	38	256 qam	13
6	243000000	0	38	256 qam	14
7	251000000	0	38	256 qam	15
8	259000000	0.2	38	256 qam	16
9	267000000	0.2	38	256 qam	17
10	275000000	0.4	38	256 qam	18
11	283000000	0.4	38	256 qam	19
12	291000000	0.7	38	256 qam	20
13	299000000	0.9	38	256 qam	21
14	307000000	1.4	38	256 qam	22
15	315000000	1.7	38	256 qam	23
16	323000000	2	38	256 qam	24
17	331000000	1.9	38	256 qam	25
18	339000000	1.7	38	256 qam	26
19	347000000	1.4	38	256 qam	27
20	355000000	0.7	38	256 qam	28
21	363000000	0.5	38	256 qam	29
22	371000000	0.2	38	256 qam	30
23	379000000	0.4	38	256 qam	31
24	387000000	0	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	601	3476
2	Locked	37.6	553	1697
3	Locked	35.5	18630	4720
4	Locked	36.3	4831	4890
5	Locked	38.9	374	1754
6	Locked	38.6	481	1861
7	Locked	38.6	82	2618
8	Locked	38.6	85	2813
9	Locked	38.9	111	2751
10	Locked	38.9	77	2831
11	Locked	38.6	87	2853
12	Locked	38.9	89	3032
13	Locked	38.6	111	2919
14	Locked	38.9	106	2969
15	Locked	38.9	79	3029
16	Locked	38.9	96	3136
17	Locked	38.9	103	3724
18	Locked	38.6	110	3760
19	Locked	38.6	74	3839
20	Locked	38.9	129	3989
21	Locked	38.6	111	3730
22	Locked	38.9	518	1892
23	Locked	38.6	375	3221
24	Locked	38.9	2686	7059

Upstream bonded channels

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

1	53700000	45.8	5120	16 qam	2
2	46200145	44.5	5120	16 qam	3
3	39400030	43.5	5120	16 qam	4
4	32599829	42.3	5120	16 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	18	0

[JNukem8472]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	47100
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	47099
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Refresh data

Network LogTime Priority Description

02/08/2021 12:30:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:21:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:26	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:19:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:52:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:46:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:43:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:35:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:25:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[JNukem8472]

Latest Monitor. The full red line going down was a modem restart.

[JNukem8472]

Latest monitor from today. Looks like the issue *may* have cleared up on it's own. We will see how today goes.

[Beth_G]

Hi James,

Thanks for posting on the Community Forums! Many apologies for our delayed response.

I'm sorry to hear you've been facing a few issues with your broadband connection, although I am pleased to see that things do look a little brighter from your most recent BQM. I've been able to locate your account and everything does appear normal from this end and no known outages that could be affecting you. How have things been today?

If you do still need help do let us know and we'll go from there 🙂

Kind regards

Beth