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Reece120
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Intermittent connection and packet loss

Hi,

Since we have swapped to the 1Gig plan with Virgin and the Superhub 4, there have been periods of severe intermittent connection that make online gaming and over live services like streaming impossible. Games show constant lapses in connection. For example in FFXIV all characters will freeze still, then suddenly move all at once very quickly to catch up. Similarly seen in games like Path of Exile. It makes a lot of games completely unplayable and can sometimes lead to disconnects (causing me to have to wait through a queue of 5000+ people for hours just to log back in to try again!)

This issue originally arose on October 12th, and appeared to go away on October 17th... but since then it has cropped up multiple times.

To describe the issue simply, connection will be fine and fast (>250 Mbps on a wireless connection) and then 5+ times per minute, the connection will drop out for several seconds at a time, sometimes up to 5-10 seconds. For most applications this isn't too bad for streaming and online gaming it is quite unacceptable.

For context on the internet setup: The wireless 2.4/5GHz channels are disabled, and instead a network of Plume superpods is used to distribute wireless around the home. The issue persists when using either the Plume network, or when re-enabling the wireless on the Superhub 4 and using that. It happens on all devices regardless of location or distance to the router.

I have been taking BQM tests since October 13th. The issue can be somewhat hard to see using BQM at times as the overall packet loss is low despite the intermittent connection, but still some packet loss is seen.

Things I have already tried:

  • Phoning Virgin about the issue - they just said they would send out a pod to help with the problem and haven't offered any proper assistance. We already have a network of superpods, a pod isn't what we need.
  • Testing the connection over several devices and through both the router wireless and superpod network wireless
  • Using a VPN to test for potential routing issues
  • Factory reset of the router
  • Checking for wireless interferences

Here is a snapshot of today's graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f30bfad2a088280900310917ecd2a5f48...

And here is a live graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/4bc1c16f5ffd0d7e039552ef2d25389ca8...

The issue can be more clearly seen in Pingplotter: unknown.png

If I need to provide more evidence of what's happening, I guess I can do so via videos of gameplay to illustrate the problem, or anything else asked for.

Below are the downstream/upstream info and the network logs. (Will put these in the 2nd post due to character limit)

 

 

Please, some help with this would be greatly appreciated. We did not upgrade our package just for things to get so much worse since then.  We previously had a Superhub 3 with none of these types of issues.

And please do let me know if you need any more information.

Thanks.

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Reece120
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Re: Intermittent connection and packet loss

3.0 Downstream channels

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

253307500004.00000040.946209QAM25625
11387500005.50000040.946209QAM2561
21467500005.40000240.366287QAM2562
31547500005.09999840.366287QAM2563
41627500003.90000240.366287QAM2564
51707500003.09999840.946209QAM2565
61787500002.79999940.366287QAM2566
71867500003.09999840.366287QAM2567
81947500002.90000240.946209QAM2568
92027500002.59999840.366287QAM2569
102107500002.70000140.366287QAM25610
112187500003.20000140.366287QAM25611
122267500003.90000240.946209QAM25612
132347500004.19999740.946209QAM25613
142427500004.09999840.946209QAM25614
152507500003.90000240.366287QAM25615
162587500004.40000240.366287QAM25616
172667500004.80000340.946209QAM25617
182747500004.30000340.946209QAM25618
192827500004.09999840.946209QAM25619
202907500004.00000040.946209QAM25620
212987500003.90000240.366287QAM25621
223067500003.90000240.366287QAM25622
233147500004.19999740.366287QAM25623
243227500004.40000240.366287QAM25624
263387500004.19999740.366287QAM25626
273467500004.90000240.946209QAM25627
283547500004.59999840.366287QAM25628
293627500003.79999940.366287QAM25629
303707500004.00000040.366287QAM25630
313787500004.19999740.946209QAM25631

 

3.0 Downstream channels

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

25Locked40.94620900
1Locked40.94620900
2Locked40.36628700
3Locked40.36628700
4Locked40.36628700
5Locked40.94620900
6Locked40.36628700
7Locked40.36628700
8Locked40.94620900
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.94620900
13Locked40.94620900
14Locked40.94620900
15Locked40.36628700
16Locked40.36628700
17Locked40.94620900
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.94620900

 

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Reece120
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Re: Intermittent connection and packet loss

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked41-0.959349175139

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000047.0205995120 KSym/sec64QAM1
23940000046.5205995120 KSym/sec64QAM4
34620000046.2705995120 KSym/sec64QAM3
45370000046.7705995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Network Log

Time Priority Description
Thu Jan 1 00:01:29 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 19:27:26 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 18 00:27:23 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 19 21:21:42 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 21 09:27:31 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 23 20:31:11 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 24 21:27:31 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 25 18:30:46 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Oct 25 20:11:29 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 26 11:25:51 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 28 09:27:31 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 9 11:50:26 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 12 04:38:58 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:31 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:35 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:27:37 20216CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; 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;
Thu Nov 18 00:27:38 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:30:52 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=hidden;CMTS-MAC=hidden:dc;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:40:01 20214Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 18 00:40:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 04:07:00 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 08:16:15 20213No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:55:58 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:56:08 20215RCS Partial Service;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 21:56:43 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 19703No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 22:04:53 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 09:19:01 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:29 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 20215Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:34 20215Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 02:59:49 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:07 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:12 20215Lost MDD Timeout;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 04:11:35 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:12 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:23 20215RCS Partial Service;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 16:26:34 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 00:58:44 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 1 23:08:48 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 3 12:32:38 20213No Ranging Response received - T3 time-out;CM-MAC=hidden;CMTS-MAC=hidden;CM-QOS=1.1;CM-VER=3.1;

 

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Lee_R
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Re: Intermittent connection and packet loss

Hi Reece120 thanks for posting and welcome to our community 

Sorry to hear of your packet loss and intermittent connection issues.  I would like to take a closer look on your behalf.  I am going to send you a private message.

Regards

 

Lee_R

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Reece120
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Re: Intermittent connection and packet loss

Hi,

The issue has once again returned and I've yet to recieve any meaningful help on the matter, nor a response following private messages. I understand bumping doesn't help but it's better than the thread rotting away.

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Kath_F
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Re: Intermittent connection and packet loss

Hi Reece120, 

Thanks for your post and apologies to hear you've not heard anything back from Lee since moving to private message in December. I can see the latest was that he had contacted the Area Field Manager and was awaiting a reply from them. I have asked Lee if there was any update on this and am waiting on a reply. 

In terms of the account itself, I've gone to take a look at things currently but am unable to locate the account based on your Forum credentials. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

Kath_F
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