High latency spikes and large amounts of packet loss

[Suica]

Hi,

I've had an issue for about 2 weeks now where my icons ingames start to go crazy with messages about connection loss with the server, lacket loss and latency issues. It would cause my work VPN to disconnect causing massive headaches every few days too. Eventually, when websites and other services started to frequently stutter, I took a look online.

Following some threads, I've done:
A pinhole reset on the Hub 4
Resecured all cables and checked they're tight
Set up a broadband quality monitor,

Please do ignore that block of red at 10PM, as that's me doing the pinhole reset.

Any advice and tips? Anything else to try? All cables are secure and without issue, the pinhole reset hasn't improved anything and the issue persists. My main and work PC are both connected via ethernet, and the other devices are on WiFi.

[Anonymous]

Check for local issues on 0800 561 0061. 

Post your hub stats from 192.168.0.1 where it says Network Status below the login fields. 

[Suica]

Cheers for the quick reply. Called the number, no service issues in my area.
Went into "check router status" below the login field, which of the tabs info do you need?

[Anonymous]

All if you can please 

[Suica]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	0	0

3.0 Downstream channels

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

25	331000000	3.400002	40.366287	QAM256	25
10	211000000	3.299999	40.366287	QAM256	10
11	219000000	4.300003	30.001997	QAM256	11
12	227000000	3.400002	36.386890	QAM256	12
13	235000000	4.099998	40.946209	QAM256	13
14	243000000	3.000000	40.366287	QAM256	14
15	251000000	2.500000	38.983261	QAM256	15
16	259000000	3.900002	40.366287	QAM256	16
17	267000000	3.000000	40.366287	QAM256	17
18	275000000	4.900002	40.946209	QAM256	18
19	283000000	5.000000	40.366287	QAM256	19
20	291000000	4.800003	40.366287	QAM256	20
21	299000000	5.099998	40.366287	QAM256	21
22	307000000	3.400002	40.366287	QAM256	22
23	315000000	4.199997	40.946209	QAM256	23
24	323000000	3.299999	40.946209	QAM256	24
26	339000000	2.299999	40.366287	QAM256	26
27	347000000	3.400002	40.366287	QAM256	27
28	355000000	3.599998	40.946209	QAM256	28
29	363000000	3.200001	40.366287	QAM256	29
30	371000000	3.799999	40.366287	QAM256	30
31	379000000	4.800003	40.946209	QAM256	31
1	139000000	1.900002	37.636276	QAM256	1
2	147000000	5.599998	38.605377	QAM256	2
3	155000000	4.199997	38.605377	QAM256	3
4	163000000	4.000000	38.983261	QAM256	4
5	171000000	3.799999	38.983261	QAM256	5
6	179000000	4.300003	38.605377	QAM256	6
7	187000000	3.200001	38.983261	QAM256	7
8	195000000	3.700001	40.366287	QAM256	8
9	203000000	3.099998	38.983261	QAM256	9

3.0 Downstream channels

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

25	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	30.001997	6594340	37
12	Locked	36.386890	52	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	569	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	6	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.946209	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.946209	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0
1	Locked	37.636276	9330	0
2	Locked	38.605377	2	0
3	Locked	38.605377	0	0
4	Locked	38.983261	1	0
5	Locked	38.983261	1	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0

[Suica]

3.0 Upstream channels

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

1	46200000	44.770599	5120 KSym/sec	64QAM	3
2	39400000	46.770599	5120 KSym/sec	64QAM	4
3	53700000	47.770599	5120 KSym/sec	64QAM	2
4	60300000	45.270599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	873254k;fg87dsfd;kfoA,.iyewrk

Primary Downstream Service Flow

SFID	1146
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1145
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Network Log

Time Priority Description

Thu Jan 1 00:01:27 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 9 23:52:50 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul 9 23:53:10 2022	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:06 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:08 2022	6	DS profile assignment change. DS Chan ID: 159; Previous Profile: 3; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 00:04:14 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 01:25:07 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 01:25:14 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 02:04:43 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 02:05:04 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:18:25 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:18:40 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:35 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:42 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:47 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:19:52 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:11 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:18 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:27 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:20:28 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:22:03 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:22:34 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:23:17 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:23:38 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:17 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:22 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:39 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 08:24:45 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Anonymous · Accepted solution]

Thanks. Yup they go with the BQM in pointing to signal to noise ratio issues. The Docsis 3.1 channel is offline, downstream channel 11 has post RS errors and channels 1, 11, 12 and 15 have SNR issues.

You have done all the checks I can think of (unless you have any cabled connections to the hub you could remove) otherwise I think you will need a VM engineer via the VM forum team. 

[Suica]

Sweet, thank you very much for helping me out with this. I really do appreciate it. Do I just wait for someone on the VM forum staff to check this out and arrange an engineer visit?

[Anonymous]

Could do or if you are brave and patient with a zen like inner peace you could try calling it in on 0345 454 1111. 

[Hayley_S]

Hello @Suica,

Thanks for posting, welcome to the community.

I am sorry for the issues with your internet.

I will send you a private message now, so I can help you further.

Please look out for a purple envelope.

Many thanks,