Gaming disconnects / massive lost packets

[caloth]

hi,

Our internet has been very poor for 4~ weeks and progressively getting worse, it co-incides with a speed upgrade from 100 > 350 and since then we get constant disconnects and timeouts when playing online games on two PC's with the drop outs matching each other most of the time. We are both on ethernet.

As a test we used mobile 4g hotspot on one pc and virginmedia on the other and did the same thing at the same time - the issues went away for the hotspotted PC, showing virginmedia is failing.

I have called tech support at the weekend and an engineer has been out today, they said the cab was fine on the street and replaced my cable from the brown box through the wall to my splitter - as said it was old and likely the issue. He also reset the hub3 back to factory settings and, to resolve other issues i have with iplayer etc, replaced my old v+ box to a modern one. He was a great guy and very friendly/happy to help so no complaints there. However our internet is still dire.

I have run BQM and sent screen shots to the first field engineer that contacted me, he replied and said he had never seen packet loss this bad....

Could someone please investigate higher up the support levels and check our connection to the street/backbone please?

Can anyone suggest why its gone like this??

Online gaming is really frustrating to say the least

Please see BQM's below; 

Live:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d76ea87214ec6a8e91da486a708a1f6f63835f2

8th (you can see where the cable was replaced as the hub3 was totally offline just after 6pm)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ee006fdc17c33b9a0d6f72d3c83bfa0919e0b918-08-09-2021

7th 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/212d4a8ee6da2719f6fbb9b2db42283930fbbd79-07-09-2021

6th

https://www.thinkbroadband.com/broadband/monitoring/quality/share/298a337ac30944c739ed1549cf50d16f5b284b52-06-09-2021

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53699749	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	8.4	40	256 qam	25
2	267000000	9	40	256 qam	17
3	275000000	8.9	40	256 qam	18
4	283000000	8.9	40	256 qam	19
5	291000000	8.9	38	256 qam	20
6	299000000	8.8	38	256 qam	21
7	307000000	8.8	40	256 qam	22
8	315000000	9	40	256 qam	23
9	323000000	8.6	38	256 qam	24
10	339000000	9	38	256 qam	26
11	347000000	9.1	40	256 qam	27
12	355000000	8.5	40	256 qam	28
13	363000000	8.4	38	256 qam	29
14	371000000	8.5	38	256 qam	30
15	379000000	8.1	38	256 qam	31
16	387000000	8.3	40	256 qam	32
17	395000000	8	38	256 qam	33
18	403000000	7.9	38	256 qam	34
19	411000000	8.1	38	256 qam	35
20	419000000	8	38	256 qam	36
21	427000000	8	38	256 qam	37
22	435000000	8.1	38	256 qam	38
23	443000000	8	40	256 qam	39
24	451000000	7.5	38	256 qam	40

[caloth]

Downstream bonded channels

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

1	Locked	40.3	15	0
2	Locked	40.3	10	0
3	Locked	40.3	10	0
4	Locked	40.3	16	0
5	Locked	38.9	19	0
6	Locked	38.9	10	0
7	Locked	40.3	10	0
8	Locked	40.3	11	0
9	Locked	38.9	9	0
10	Locked	38.9	16	0
11	Locked	40.3	12	0
12	Locked	40.3	18	0
13	Locked	38.9	9	0
14	Locked	38.9	5	0
15	Locked	38.9	7	0
16	Locked	40.9	21	0
17	Locked	38.9	15	0
18	Locked	38.9	13	0
19	Locked	38.9	10	0
20	Locked	38.9	10	0
21	Locked	38.9	3	13
22	Locked	38.9	11	0
23	Locked	40.3	20	0
24	Locked	38.9	6	0

Upstream bonded channels

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

1	53699749	41.7	5120	64 qam	2
2	39399969	40.3	5120	64 qam	4
3	46200002	40.3	5120	64 qam	3
4	60300019	41.8	5120	64 qam	1

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	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	dJKDHSUBsgvca69834ncxv987

Primary Downstream Service Flow

SFID	24699
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	24700
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

08/09/2021 17:33:5	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:24:19	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:20:22	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:13:4	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:12:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:12:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:12:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:12:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2021 17:12:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 07:52:31	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 07:52:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 17:30:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 14:00:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2021 03:42:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2021 22:41:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2021 11:40:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:48:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:48:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 09:19:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 14:48:5	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

You're not in or near Wigan are you?


There seems to have been a glut of posts from people in that area with massive packet loss!

If you call 0800 561 0061 are there any issues listed?

[caloth]

Certainly am. lets hope they fix it soon, because this service is not fit for purpose, especially when a mobile phone is more stable on EE

also as a side issue, nice to see the forum team have the courtesy to acknowledge posts - considering they are replying to others..... 😕

There are no issues reported on either the phone or internet page

[Zach_R]

Hi @caloth,

I am so sorry to hear that you've been having some connection issues recently, and apologies for the delayed response here.

I've taken a look at the live BQM link you provided and I can't seem to see anything of note there that would explain the problems you've been experiencing recently. Are these problems ongoing today, or have they now been resolved?
 

Thanks,