Intermittent disconnects and packet loss

[Vanitas]

Hello,

For several weeks now I've been having on and off issue with disconnects and packet loss, overall very poor experience, usually in the afternoon-evening hours when I need broadband the most.

There are various stages of the issue, sometimes DNS servers cant be found (so I can watch Youtube but websites dont work), sometimes entire network is disconnected (my Asus router says its either Disconnected or 'Your ISP DHCP servers are not working'), there is so much packet loss that I get disconnected from voice chats / games, and the time and days seem completely random.

Some of that shows on broadband quality monitor (below) but some like inability to find DNS server does not show. I am getting those issues at least once or twice a week.

Today's graph:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c86de68691fa6570bb37c69f18fa67f1a...

Please let me know what additional information you'd need from me to help out - thank you 🙂

Regards, Vanitas

[Adduxi]

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@Vanitas wrote:

<snip> 

Please let me know what additional information you'd need from me to help out - thank you 🙂

Regards, Vanitas

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Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 firstly.

Please post your power levels, Pre and PostRS errors and Network log from the Hub. Do not use screenshots, just copy and paste the information. It will take several post most likely and ignore any HTML errors, just press post again and it will fix it.

[Vanitas]

There it goes:

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	1	0

[Vanitas]

3.0 Downstream channels

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

31	379000000	10.1	40.4	QAM256	31
1	139000000	6.3	38.6	QAM256	1
2	147000000	6.3	39	QAM256	2
3	155000000	6.3	38.6	QAM256	3
4	163000000	7	39	QAM256	4
5	171000000	7.5	39	QAM256	5
6	179000000	8	39	QAM256	6
7	187000000	8	40.4	QAM256	7
8	195000000	8	40.9	QAM256	8
9	203000000	7.8	39	QAM256	9
10	211000000	7.6	39	QAM256	10
11	219000000	7.5	40.4	QAM256	11
12	227000000	7.1	39	QAM256	12
13	235000000	6.5	39	QAM256	13
14	243000000	5.5	40.4	QAM256	14
15	251000000	5.2	39	QAM256	15
16	259000000	3.8	39	QAM256	16
17	267000000	4.1	39	QAM256	17
18	275000000	5	39	QAM256	18
19	283000000	5.4	40.4	QAM256	19
20	291000000	5.5	40.4	QAM256	20
21	299000000	5.4	39	QAM256	21
22	307000000	5.8	40.4	QAM256	22
23	315000000	6.4	40.4	QAM256	23
24	323000000	7.1	40.4	QAM256	24
25	331000000	7.4	39	QAM256	25
26	339000000	8.2	40.4	QAM256	26
27	347000000	8.5	40.4	QAM256	27
28	355000000	8.5	40.4	QAM256	28
29	363000000	9.1	40.4	QAM256	29
30	371000000	9.6	39	QAM256	30

3.0 Downstream channels

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

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

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

49

Locked

42

7.7

314020034

0

[Vanitas]

3.0 Upstream channels

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

1	60300000	46	5120 KSym/sec	64QAM	5
2	53700000	45.3	5120 KSym/sec	64QAM	6
3	39400000	44	5120 KSym/sec	64QAM	8
4	46200000	44.5	5120 KSym/sec	64QAM	7

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

[Vanitas]

Refresh data

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	128618
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	128617
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Vanitas]

According to the website, there are no faults in my postcode area.

BQM shows that earlier today there were more issues, including complete network outage for half an hour. Each occurence of 5-15% packet loss will cause me to disconnect for my game, which is not affecting just me but also people I play with. Needless to say BQM should not look like this.

Earlier this year I had technician coming over to my house to correct installation of my hub (original installation had bent cables that caused instability), but now there are no points where cable could have been damaged, at least at a glance.

[Corey_C]

Hi Vanitas,

Thanks for your post and updates. I've sent you a private message to confirm your account details and so run further diagnostics.

Cheers,

Corey C