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MrAreku
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Huge packet loss between 10-11am, and after 5pm

For the last 2-3 weeks I've been getting huge packet loss, getting disconnected from everything (twitch, youtube, wow, d3... everything).

Had an engineer out on Saturday, replaced the modem, and did stuff at the cab.

but its no better.

(Posting here as i can't currently run the "test your connection" on the main virgin website.

BMQ Live:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/726643879bf826af7310d1a084c9806b85...

 BMQ Current

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b3ec999d17e76311feaf0c9f6c275b88fb...

 

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MrAreku
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Re: Huge packet loss between 10-11am, and after 5pm

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Andrew-G
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Re: Huge packet loss between 10-11am, and after 5pm

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  Those should have been checked if you called in, and the technician should have had a look when they visited, but sometimes faults are not visible when the tech is looking, or get missed.  Replacing a hub that hasn't flat out failed is usually (in my opinion) a "do something when you can't think of anything else" measure.

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MrAreku
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Re: Huge packet loss between 10-11am, and after 5pm

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

1331000000040256 qam25
2267000000040256 qam17
3275000000-0.240256 qam18
4283000000-0.240256 qam19
5291000000-0.240256 qam20
6299000000-0.540256 qam21
7307000000-0.440256 qam22
8315000000-0.240256 qam23
9323000000040256 qam24
10371000000-0.740256 qam26
11379000000-140256 qam27
12387000000-1.240256 qam28
13395000000-1.440256 qam29
14403000000-1.740256 qam30
15411000000-1.540256 qam31
16419000000-1.540256 qam32
17427000000-1.540256 qam33
18435000000-240256 qam34
19443000000-2.740256 qam35
20451000000-2.540256 qam36
21459000000-2.240256 qam37
22467000000-2.240256 qam38
23475000000-240256 qam39
24483000000-240256 qam40



Downstream bonded channels

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

1Locked40.910921102
2Locked40.325311171
3Locked40.922871165
4Locked40.920391350
5Locked40.918181126
6Locked40.317321038
7Locked40.314751324
8Locked40.313191083
9Locked40.911811048
10Locked40.97811093
11Locked40.97871054
12Locked40.9696886
13Locked40.3640918
14Locked40.3608894
15Locked40.9583940
16Locked40.35431238
17Locked40.3434966
18Locked40.9371771
19Locked40.3400813
20Locked40.3403873
21Locked40.3381897
22Locked40.9405757
23Locked40.3367815
24Locked40.3338

934

 

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MrAreku
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Re: Huge packet loss between 10-11am, and after 5pm

Upstream bonded channels

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

16029999848512064 qam1
23940000046512064 qam4
34619999646.5512064 qam3
45370000047.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000
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MrAreku
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Re: Huge packet loss between 10-11am, and after 5pm

Network Log  
TimePriorityDescription
15/04/2021 11:37:2noticeLAN login Success;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 11:36:59Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 11:22:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 08:40:14Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 08:30:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 22:57:19Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 22:16:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 20:04:47Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 19:58:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 20:55:12Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 20:51:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 20:34:35Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 20:26:49noticeLAN login Success;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 19:41:53Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 19:15:21noticeLAN login Success;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 18:30:28Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 13:10:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 07:52:9Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 02:51:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 00:58:58Warning!RCS Partial Service;CM-MAC=**:**.**.**.**;CMTS-MAC=**:**.**.**.**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Huge packet loss between 10-11am, and after 5pm

I can't see any obvious power or noise problems, but the post-RS errors are far too high, and your network log is an absolute stinker, full of channel loss, synchronisation errors and timeouts, which would explain the appalling BQM.  I've marked that for the forum staff to advise, but I think you need another technician visit.  

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MrAreku
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Re: Huge packet loss between 10-11am, and after 5pm

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Zak_M
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Re: Huge packet loss between 10-11am, and after 5pm

Good morning @MrAreku 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband.

 

I have taken a look over things and I can see that you have a stability issue that is causing this issue, I have taken the opportunity to book an engineer to come and get this resolved, you are able to find the time and date of this via your online account. 

 

Kind regards,

Zak_M