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Fila
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High Packet loss

Hello there,

For the last 4 weeks I have been experiencing extremely high packet loss, up to 41% as well as high latency. 

I have reset the router, restart it, changed all my cables form cat5 to cat6. Connected straight into the router. Modern mode, put the Xbox into DMZ.

Nothing has helped. If I connect my Xbox to my phone's internet, I get no issues at all. 

Every time I called support, they always fail to call back. 

I tried my Xbox at my neighbor's house that has the exact same connection and had no issues.

 

Can you please help?

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Anonymous
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Message 2 of 12
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Re: High Packet loss

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Fila
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Re: High Packet loss

Network Log
Time Priority Description
05/08/2020 18:57:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:2Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 11:30:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 20:19:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 10:30:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 09:31:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 15:02:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:39:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:38:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:38:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:38:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:37:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:37:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:37:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:37:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 14:37:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 11:31:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Fila
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Message 4 of 12
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Re: High Packet loss


Welcome back!

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 667000000 6.5 37 256 qam 33
2 491000000 5.4 37 256 qam 11
3 499000000 5.3 37 256 qam 12
4 507000000 5.5 37 256 qam 13
5 515000000 5.5 37 256 qam 14
6 523000000 5.8 37 256 qam 15
7 531000000 5.5 37 256 qam 16
8 539000000 5.8 37 256 qam 17
9 547000000 5.5 37 256 qam 18
10 555000000 5.8 37 256 qam 19
11 563000000 5.4 37 256 qam 20
12 571000000 5.5 37 256 qam 21
13 579000000 5.4 37 256 qam 22
14 587000000 5.5 37 256 qam 23
15 595000000 5.5 37 256 qam 24
16 603000000 5.5 37 256 qam 25
17 611000000 5.5 37 256 qam 26
18 619000000 5.6 37 256 qam 27
19 627000000 5.5 37 256 qam 28
20 635000000 5.5 37 256 qam 29
21 643000000 5.8 37 256 qam 30
22 651000000 6 37 256 qam 31
23 659000000 6.4 37 256 qam 32
24 675000000 6.8 38 256 qam 34


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 9 0
2 Locked 37.3 9 0
3 Locked 37.6 2 0
4 Locked 37.3 6 0
5 Locked 37.3 7 0
6 Locked 37.6 8 0
7 Locked 37.6 7 0
8 Locked 37.3 6 0
9 Locked 37.6 7 0
10 Locked 37.3 6 0
11 Locked 37.3 7 0
12 Locked 37.3 7 0
13 Locked 37.6 6 0
14 Locked 37.6 7 0
15 Locked 37.6 5 0
16 Locked 37.3 8 0
17 Locked 37.3 7 0
18 Locked 37.3 6 0
19 Locked 37.6 7 0
20 Locked 37.3 8 0
21 Locked 37.3 11 0
22 Locked 37.6 6 0
23 Locked 37.3 6 0
24 Locked 38.6 2 0

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Fila
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Message 5 of 12
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Re: High Packet loss

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999224.018512064 qam1
2258000003.975512032 qam4
3326000003.946512016 qam3
4393999984.025512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Anonymous
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Message 6 of 12
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Re: High Packet loss

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999224.018512064 qam1
2258000003.975512032 qam4
3326000003.946512016 qam3
4393999984.025512064 qam2

 

Two of your upstream channels are out of spec. They should have a 'Modulation' of 64 qam, how two are not this value.

This will need investigating further by a VM engineer.

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Fila
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Message 7 of 12
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Re: High Packet loss

I have been trying to book an engineer for ages but no luck.

 

Could you arrange for this?

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Anonymous
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Message 8 of 12
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Re: High Packet loss

I do not work for VM.

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Fila
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Message 9 of 12
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Re: High Packet loss

Thank you

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Lee_R
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Message 10 of 12
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Re: High Packet loss

Hi Fila, thanks for posting and welcome to our community.

I am really sorry to hear of the packet loss issues you've reported.  I would like to take a look at this on your behalf.  To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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