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JNukem8472
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GL4 (Area 05) Very high ping/packet loss

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

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JNukem8472
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Re: GL4 (Area 05) Very high ping/packet loss

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

12030000001.938256 qam9
22110000001.537256 qam10
32190000001.235256 qam11
42270000000.536256 qam12
52350000000.238256 qam13
6243000000038256 qam14
7251000000038256 qam15
82590000000.238256 qam16
92670000000.238256 qam17
102750000000.438256 qam18
112830000000.438256 qam19
122910000000.738256 qam20
132990000000.938256 qam21
143070000001.438256 qam22
153150000001.738256 qam23
16323000000238256 qam24
173310000001.938256 qam25
183390000001.738256 qam26
193470000001.438256 qam27
203550000000.738256 qam28
213630000000.538256 qam29
223710000000.238256 qam30
233790000000.438256 qam31
24387000000038256 qam32



Downstream bonded channels

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

1Locked38.96013476
2Locked37.65531697
3Locked35.5186304720
4Locked36.348314890
5Locked38.93741754
6Locked38.64811861
7Locked38.6822618
8Locked38.6852813
9Locked38.91112751
10Locked38.9772831
11Locked38.6872853
12Locked38.9893032
13Locked38.61112919
14Locked38.91062969
15Locked38.9793029
16Locked38.9963136
17Locked38.91033724
18Locked38.61103760
19Locked38.6743839
20Locked38.91293989
21Locked38.61113730
22Locked38.95181892
23Locked38.63753221
24Locked38.926867059

 

Upstream bonded channels

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

15370000045.8512016 qam2
24620014544.5512016 qam3
33940003043.5512016 qam4
43259982942.3512016 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0040
4ATDMA00180
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JNukem8472
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Re: GL4 (Area 05) Very high ping/packet loss

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

SFID47100
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID47099
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network LogTime Priority Description
02/08/2021 12:30:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:21:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:26Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:20:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2021 12:19:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:52:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:46:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:43:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:35:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2021 13:25:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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JNukem8472
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Re: GL4 (Area 05) Very high ping/packet loss

JNukem8472_0-1627908284971.png

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

 

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JNukem8472
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Re: GL4 (Area 05) Very high ping/packet loss

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

JNukem8472_1-1627984488625.png

 

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Beth_G
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Re: GL4 (Area 05) Very high ping/packet loss

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

Beth
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