Menu
Reply
danielefc
  • 9
  • 0
  • 0
Tuning in
292 Views
Message 1 of 10
Flag for a moderator

Help with packet loss and connection drops

Hi,

Wondering if someone could take a look and see if there's a problem on my end.. been experiencing random packet loss and connection dropping for a while now, so I setup a broadband monitor

Assumed it may just be traffic overload in my area but it seems like this is also randomly occurring during the night so suggests maybe there's an issue at the local exchange?

eb68771bf57713e0637e56287f9be60d4feea3fd-25-06-2021

----------------------------------------------------------------

Looking at the logs, this error seems to be quite common:

25/06/2021 13:49:59critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Item Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13310000005.838256 qam25
22350000005.540256 qam13
32430000005.640256 qam14
42510000005.640256 qam15
52590000005.340256 qam16
62670000005.640256 qam17
72750000005.340256 qam18
82830000005.440256 qam19
92910000005.540256 qam20
102990000005.440256 qam21
113070000005.540256 qam22
123150000005.540256 qam23
133230000005.440256 qam24
143390000005.938256 qam26
153470000005.338256 qam27
163550000005.538256 qam28
173630000005.438256 qam29
183710000005.640256 qam30
19379000000640256 qam31
203870000005.540256 qam32
213950000005.940256 qam33
224030000006.140256 qam34
234110000005.640256 qam35
244190000005.640256 qam36



Downstream bonded channels

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

1Locked38.9100
2Locked40.32312
3Locked40.91715
4Locked40.33832
5Locked40.96133
6Locked40.94331
7Locked40.95316
8Locked40.33115
9Locked40.93025
10Locked40.32512
11Locked40.3150
12Locked40.3170
13Locked40.3180
14Locked38.91313
15Locked38.9350
16Locked38.61613
17Locked38.9270
18Locked40.3140
19Locked40.3130
20Locked40.9160
21Locked40.3110
22Locked40.940
23Locked40.390
24Locked40.970

 

Upstream bonded channels

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

14620000043.3512064 qam3
23940000042.3512064 qam4
35370000043.8512064 qam2
46030000044.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA00150
3ATDMA0020
4ATDMA0010
0 Kudos
Reply
Andrew-G
  • 6.88K
  • 1.2K
  • 3.01K
Very Insightful Person
Very Insightful Person
288 Views
Message 2 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

It's not a problem of congestion on VM's network, the BQM is pretty clear on that, but it is confirming packet loss, there's a few too many downstream post-RS errors, and too many upstream timeouts.  I'll mark this for staff to advise whether you need a technician visit or not.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Molly_G
  • 738
  • 38
  • 91
Forum Team
Forum Team
276 Views
Message 3 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Hi @danielefc,

 

Thanks for your post and sorry to see that you are experiencing issues at the moment.

 

I'd like to look further into this for you, but I've been unable to locate your account using your account information. I'll just send you a private message to get these from you and I can advise further.

 

Please keep an eye on the purple envelope at the top right hand side.

 

Kind regards,

Molly_G
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


danielefc
  • 9
  • 0
  • 0
Tuning in
184 Views
Message 4 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Hi,

Just an update on this, I had an engineer out who looked at the cabinet and ran some diagnostics on the Hub 3 but couldn't find any problems

He did suggest that I might need a new modem as mine is quite old now.. the internet has still been dropping randomly each day but today it's been really bad (1st drop)

See below for the BQM, the internet dropped and the modem reset just after 2pm - so as suggested I switched the hub back in router mode and removed my own router.. then factory reset the hub (2nd drop)

The internet was up for about 10mins then dropped again, and took around 35mins to reconnected.. flashing green and then red (3rd drop)

Then it dropped a 4th time after packet loss (and it's just dropped again right now as I'm typing)

20462a769a37d50d5820df34051e668c09da8568-03-07-2021

Anyone has any ideas on what's going on here? The fact this is 10 times worse in router mode than it was in modem mode maybe suggests the hub needs replacing? See logs if that helps:

 

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

14190000005.440256 qam36
22350000005.540256 qam13
32430000005.540256 qam14
42510000005.540256 qam15
52590000005.540256 qam16
62670000005.540256 qam17
72750000005.440256 qam18
82830000005.440256 qam19
92910000005.340256 qam20
102990000005.540256 qam21
113070000005.440256 qam22
123150000005.540256 qam23
133230000005.440256 qam24
143310000005.540256 qam25
153390000005.638256 qam26
163470000005.438256 qam27
173550000005.338256 qam28
183630000005.438256 qam29
193710000005.640256 qam30
203790000005.940256 qam31
213870000005.540256 qam32
223950000005.840256 qam33
23403000000640256 qam34
244110000005.640256 qam35


Downstream bonded channels

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

1Locked40.350
2Locked40.340
3Locked40.350
4Locked40.330
5Locked40.360
6Locked40.950
7Locked40.950
8Locked40.960
9Locked40.300
10Locked40.350
11Locked40.960
12Locked40.360
13Locked40.340
14Locked40.340
15Locked38.960
16Locked38.940
17Locked38.650
18Locked38.970
19Locked40.340
20Locked40.330
21Locked40.350
22Locked40.940
23Locked40.940
24Locked40.3130

 

Upstream bonded channels

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

13940000041.5512064 qam4
24620000043.5512064 qam3
35370000044512064 qam2
46030000045512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

The error log is the same as last time, just full of T3 errors

03/07/2021 16:35:2criticalReceived 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;
03/07/2021 16:32:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


03/07/2021 13:35:14 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;

I've also seen this error too, the logs seem to reset when the modem reboots itself

Thanks,

Dan

0 Kudos
Reply
Corey_C
  • 3.9K
  • 214
  • 323
Forum Team
Forum Team
167 Views
Message 5 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Thanks for your post and reaching out to the Community Forums, danielefc,

 

Sorry to hear that you have been having connections issues with your broadband. I've run some remote diagnostics on your connections, and it does indicate that you are currently being affected by a local area fault for SNR issues, ref#F009140712 and we are working to get this sorted as quickly as possible. The current ETA fix time is 06 JUL 2021 09:00 Apologies again for the inconvenience.

 

Cheers,
Corey C
 

danielefc
  • 9
  • 0
  • 0
Tuning in
164 Views
Message 6 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Hi Corey,

Thanks for looking into this, I'm wondering if SNR is a new issue on top of the existing problems?

Or would that prevent my modem from establishing a connection for over an hour?

I had flashing green internet lights which would eventually flash red before restarting the process, from looking it up this means the modem is unable to update itself?

See updated BQM:

a31ec221399a0aa18cee334c0360d5ffbc4d947e-04-07-2021

 

Thanks,

Dan

0 Kudos
Reply
Corey_C
  • 3.9K
  • 214
  • 323
Forum Team
Forum Team
157 Views
Message 7 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

An SNR issue can create those symptoms, yes. It will be hard to determine whether your pre-existing issue was due to the SNR fault we have detected but we can only wait until after the fault F009140712 has been fix to know for sure.

 

Cheers,

Corey C

0 Kudos
Reply
danielefc
  • 9
  • 0
  • 0
Tuning in
107 Views
Message 8 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Hi,

Another update on this, received a text message yesterday form Virgin saying the problem has been fixed and the issue is closed

I rebooted the equipment as requested, but the problems still persist.. I'm still on the hub3 - would upgrading to the latest hub potentially fix these issues?

See today BQM, internet dropped again less than an hour ago and by the looks of it packet loss all throughout the night

 

9cc33a0447911c36b5acefff1b5c91701d55815a-08-07-2021

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00290
2ATDMA00350
3ATDMA00180
4ATDMA00190
0 Kudos
Reply
danielefc
  • 9
  • 0
  • 0
Tuning in
105 Views
Message 9 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Item Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13310000005.538256 qam25
22350000005.540256 qam13
32430000005.540256 qam14
42510000005.540256 qam15
52590000005.140256 qam16
62670000005.540256 qam17
72750000005.140256 qam18
82830000005.140256 qam19
92910000005.340256 qam20
102990000005.340256 qam21
113070000005.440256 qam22
123150000005.440256 qam23
133230000005.140256 qam24
143390000005.638256 qam26
15347000000538256 qam27
163550000005.438256 qam28
173630000005.138256 qam29
183710000005.540256 qam30
193790000005.940256 qam31
203870000005.440256 qam32
213950000005.640256 qam33
22403000000640256 qam34
234110000005.540256 qam35
244190000005.540256 qam36



Downstream bonded channels

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

1Locked38.950
2Locked40.340
3Locked40.950
4Locked40.370
5Locked40.900
6Locked40.950
7Locked40.350
8Locked40.960
9Locked40.950
10Locked40.350
11Locked40.960
12Locked40.350
13Locked40.300
14Locked38.650
15Locked38.900
16Locked38.950
17Locked38.940
18Locked40.350
19Locked40.350
20Locked40.9110
21Locked40.360
22Locked40.960
23Locked40.370
24Locked40.950

 

Upstream bonded channels

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

13260000041.8512032 qam5
23940000042.3512032 qam4
34620004344.3512064 qam3
45370000044512064 qam

2

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
DHSUBsgvca69834ncxv987325


Primary Downstream Service Flow
SFID16573
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID16572
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply
danielefc
  • 9
  • 0
  • 0
Tuning in
104 Views
Message 10 of 10
Flag for a moderator

Re: Help with packet loss and connection drops

Network Log

Time Priority Description

08/07/2021 13:43:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:30:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:30:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:29:6criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:28:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:28:48criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 12:28:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 10:48:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:25:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:25:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:23:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:23:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:22:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:22:39criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 03:21:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply