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Dom_B
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High Latency and packet loss

Hi,

My Virgin broadband has been rock solid for years until two weeks into lockdown so about mid-April.
The Superhub is in modem mode with a Draytek router.
I started to experience packet loss and high latency a couple of times an hour.
Twenty or thirty seconds and then back to normal.
Skype calls would sound robotic and then drop entirely.
Whenever I ran Speedtests, it was coming back 370Mb down and 36Mb up.
I set up a ThinkBroadband BQM which confirmed how bad it was.

I called support and was sent another Superhub but it performed identically.

Last night I switched the hub to router mode which isn't ideal as all my traffic is now double NAT'd.
However, it worked!
No missed pings or response times in the high hundreds of milliseconds.

I'm currently thinking that there was an update to the Superhub that has 'broken' modem mode.
Nothing else has changed on my network.

Can anybody confirm this or shed any light on the situation?


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Dom_B
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Re: High Latency and packet loss

Hub settings below.

Cable Modem Status

Acquired Downstream Channel (Hz)
379000000
Locked
Ranged Upstream Channel (Hz)
53700004
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13790000002.740256 qam29
22510000000.740256 qam15
32590000000.540256 qam16
42670000000.540256 qam17
5275000000040256 qam18
6283000000-0.438256 qam19
7291000000-0.440256 qam20
8299000000038256 qam21
9307000000140256 qam22
103150000001.240256 qam23
113230000001.740256 qam24
123470000002.740256 qam25
13355000000340256 qam26
143630000002.940256 qam27
15371000000340256 qam28
163870000003.240256 qam30
173950000003.440256 qam31
184030000003.540256 qam32
194110000003.740256 qam33
204190000003.740256 qam34
214270000003.540256 qam35
224350000003.240256 qam36
234430000002.540256 qam37
244510000002.240256 qam38



Downstream bonded channels

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

1Locked40.3210
2Locked40.390
3Locked40.9110
4Locked40.990
5Locked40.380
6Locked38.9120
7Locked40.370
8Locked38.9200
9Locked40.980
10Locked40.3130
11Locked40.980
12Locked40.930
13Locked40.9270
14Locked40.9180
15Locked40.960
16Locked40.3200
17Locked40.3220
18Locked40.3180
19Locked40.3200
20Locked40.3180
21Locked40.9230
22Locked40.3180
23Locked40.980
24Locked40.930

 

Upstream bonded channels

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

1537000044.575512064 qam2
2393999354.625512064 qam4
3461999274.625512064 qam3
4602999914.625512064 qam1

 

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Dom_B
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Re: High Latency and packet loss

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
yewrkldJKDHSUBsgvca69834ncxv987



Primary Downstream Service Flow

SFID4771
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID4782
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

05/08/2020 17:21:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 12:15:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 13:31:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 18:47:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2020 23:54:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2020 21:01:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2020 13:55:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 23:33:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 21:22:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 02:48:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 23:02:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 23:02:0ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 13:03:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 07:36:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2020 03:04:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:20:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 01:09:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 12:51:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 01:54:56noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 01:54:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Dom_B
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Message 4 of 33
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Re: High Latency and packet loss

Modem mode BQM showing change to router mode with double NAT.

2020-08-06.png

Live BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c6dfa0fa3b8a792b1079b724a39893185234292




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Gareth_L
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Message 5 of 33
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Re: High Latency and packet loss

Hello Dom_B

Thanks for bringing this to our attention

Sorry to hear about the issue you have described 

Have you been able to get the hub back into modem mode since this post 

Gareth_L

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Dom_B
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Message 6 of 33
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Re: High Latency and packet loss

Hi Gareth,

Yes it's in modem mode at the moment.  

It has improved over the last few days.  Still a few dropped packets showing on the graph and some spikes of high latency.
The spikes are lower when in router mode which is surprising.

 

Dom_B

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Dom_B
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Message 7 of 33
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Re: High Latency and packet loss

I may have spoken too soon.

Struggling today.  Even low bandwidth applications like Skype keep dropping.

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Dom_B
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Message 8 of 33
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Re: High Latency and packet loss

Still droppingStill dropping

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Dom_B
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Message 9 of 33
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Re: High Latency and packet loss

Since last nights six hour outage, the problem has got worse.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c6dfa0fa3b8a792b1079b724a39893185... 

Can this be fixed?
How can I provide more information to help?
Can you at least acknowledge that this is a problem?

 

Dom_B

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John_GS
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Message 10 of 33
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Re: High Latency and packet loss

Hi Dom_B

 

Thanks for coming back to us and apologies for the delayed reply. I can see there is an issue affecting the services, fault reference F008321553. I have checked the estimated fix date and it's today at 2pm

 

Kind regards,

John_GS
Forum Team

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