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ProjektM
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Intermittent connection, packet loss and high latency

Hi,

Really hoping I can finally fix this with some help from here.

For a year we've experienced intermittent connection and buffering even with wired devices. Also getting dropped packets and high latency. It's intermittent, but not long ago it was so bad we couldn't use it - we used our 4G tethering instead. It's better than it was but still bad and inconvenient - cutting out on Skype calls, etc. For wireless connection I tend to have to switch off WiFi and reconnect to the hub. And I'm in the same room as the Hub and it doesn't matter what device I'm using. The Hub is not near any other electrical devices in the room, it just sits on its own. The call centre have been useless in the past recommending we switch off the router multiple times a day to reboot it - which didn't work.

My BQM, for a good day this week, is here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ccc108045732afba487dfa5c93ec2b264cc3929f-24-09-2020

Like I said, this week it's the best it's been for months, but it's cut out on a few important Skype calls so I'm forced to do something about it.

Here's the logs from the Hub:

Time

Priority

Description

24/09/2020 18:00:53

notice

LAN login Success;CM-MAC= .::::;CMTS-MAC= :::: ;CM-QOS=1.1;CM-VER=3.0;

23/09/2020 21:59:52

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=::::;CMTS-MAC=.::::;CM-QOS=1.1;CM-VER=3.0;

22/09/2020 16:20:37

critical

No Ranging Response received - T3 time-out;CM-MAC=::::::;CMTS-MAC=::::;CM-QOS=1.1;CM-VER=3.0;

22/09/2020 08:25:21

notice

LAN login Success;CM-MAC=::::;CMTS-MAC=::::;CM-QOS=1.1;CM-VER=3.0;

20/09/2020 11:17:59

critical

No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

19/09/2020 21:11:4

notice

LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

19/09/2020 15:13:52

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=::::::;CMTS-MAC=::::::;CM-QOS=1.1;CM-VER=3.0;

19/09/2020 15:13:52

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=:::::;CMTS-MAC=:::::::;CM-QOS=1.1;CM-VER=3.0;

18/09/2020 17:15:41

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=:::::::;CMTS-MAC=::::::;CM-QOS=1.1;CM-VER=3.0;

17/09/2020 10:46:12

critical

No Ranging Response received - T3 time-out;CM-MAC=::::;CMTS-MAC=::::;CM-QOS=1.1;CM-VER=3.0;

15/09/2020 08:42:36

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

15/09/2020 08:42:36

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=:::::;CMTS-MAC=::::::;CM-QOS=1.1;CM-VER=3.0;

15/09/2020 01:29:9

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/09/2020 21:03:24

critical

No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

14/09/2020 18:15:45

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

14/09/2020 08:20:56

critical

No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

14/09/2020 03:48:57

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

10/09/2020 10:59:9

critical

No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

09/09/2020 17:52:32

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

09/09/2020 17:52:32

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

08/09/2020 20:53:43

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=:::::;CMTS-MAC=::::;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 22:33:26

critical

No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

05/09/2020 15:58:16

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

DHSUBsgvca69834ncxv9873254k;f

 

Primary Downstream Service Flow

SFID

756

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

755

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

243000000

9

40

256 qam

14

2

139000000

10

40

256 qam

1

3

147000000

9.9

40

256 qam

2

4

155000000

9.8

40

256 qam

3

5

163000000

9.9

40

256 qam

4

6

171000000

9.9

40

256 qam

5

7

179000000

9.6

40

256 qam

6

8

187000000

9.5

40

256 qam

7

9

195000000

9.5

40

256 qam

8

10

203000000

9.5

40

256 qam

9

11

211000000

9.5

40

256 qam

10

12

219000000

9.5

40

256 qam

11

13

227000000

9.5

40

256 qam

12

14

235000000

9.4

40

256 qam

13

15

251000000

8.8

40

256 qam

15

16

259000000

8.9

40

256 qam

16

17

267000000

9.3

40

256 qam

17

18

275000000

9.1

40

256 qam

18

19

283000000

9.4

40

256 qam

19

20

291000000

10

40

256 qam

20

21

299000000

10.5

40

256 qam

21

22

307000000

10.4

40

256 qam

22

23

315000000

10.4

40

256 qam

23

24

323000000

10.8

40

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

244

0

2

Locked

40.3

118863

45

3

Locked

40.9

44497

34

4

Locked

40.3

14071

24

5

Locked

40.3

5097

18

6

Locked

40.3

2574

9

7

Locked

40.3

1919

8

8

Locked

40.3

1676

3

9

Locked

40.3

1354

2

10

Locked

40.3

1127

1

11

Locked

40.3

791

0

12

Locked

40.3

582

0

13

Locked

40.3

429

0

14

Locked

40.3

291

0

15

Locked

40.3

236

0

16

Locked

40.9

243

0

17

Locked

40.3

213

0

18

Locked

40.3

192

0

19

Locked

40.3

212

0

20

Locked

40.9

183

0

21

Locked

40.3

181

0

22

Locked

40.3

178

0

23

Locked

40.3

127

0

24

Locked

40.3

105

0

 

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299996

4.05

5120

64 qam

1

2

39399996

3.9

5120

64 qam

4

3

46199981

3.9

5120

64 qam

3

4

53700012

4.05

5120

64 qam

2

 

Acquired Downstream Channel (Hz)243000000Locked

Ranged Upstream Channel (Hz)60299996Locked

Provisioning StateOnline

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ProjektM
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Message 2 of 8
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Re: Intermittent connection, packet loss and high latency

Here's another BQM. Still on a 'good' day but shows some of the intermittent issues we're having:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/ac0451d1f674bbfaf5585f2abaa6400683...
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Beth_G
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Re: Intermittent connection, packet loss and high latency

Hi ProjektM,

 

Welcome to the community! We're really sorry for our delayed response and for the broadband trouble you've been having.

 

I've been able to locate your account and can see that there is a few signal level issues on the network which will require an engineer visit to fix. I have arranged for an engineer to come out to you, please find your allocated time slot via your online account here: virg.in/myVM

 

Let us know how the appointment goes 🙂

 

Beth

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ProjektM
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Re: Intermittent connection, packet loss and high latency

Engineer visit made no difference at all. Still getting dropped packets and high ping which are cutting me off Skype and Microsoft Teams calls. It is now causing me significant disruption and problems.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f745441846209d4bcdf830738af7a1a2f39e5506-20-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/27e0b8c17ef02621fee0dd0a90c819e214...

I really need this fixed. Going through the phone lines and chat gets me nowhere. 

Can someone from VM please get in touch.

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Beth_G
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Re: Intermittent connection, packet loss and high latency

Hi ProjektM,

 

Thanks for coming back to us, I'm sorry to hear that you're still having some issues with your connection.

 

What did the engineer advise when he called round? I've checked your hub specs again from here and there isn't any issues showing and can't seem to find anything that could be causing the issues.

 

Have you seen any improvements at all since Tuesday?

 

Kind regards,

 

Beth

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ProjektM
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Re: Intermittent connection, packet loss and high latency

Hi Beth_G

No change. Engineer didn't say much, only that all the cabling looked ok. Still getting brief periods of dropped packets and high ping at random times.

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Martin_N
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Re: Intermittent connection, packet loss and high latency

Thank you for that information.

 

I have investigated your account further and I have found that an engineer may be required to investigate this. 

 

I will private message you to get some details to look into this. 

 

^Martin

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ProjektM
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Re: Intermittent connection, packet loss and high latency

Sadly no better. For a day I had an almost issueless service...almost. This is really getting bad now. My child is getting disconnected from classroom sessions which means it has become a significant and detrimental disruption. And I'm still getting disconnected from Skype and Teams meetings at all hours of the day.
I'd really appreciate a fix to this.
Thanks 

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