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Vanitas
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Intermittent disconnects and packet loss

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

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Adduxi
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Re: Intermittent disconnects and packet loss


@Vanitas wrote:

<snip> 

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

Regards, Vanitas


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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Vanitas
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Re: Intermittent disconnects and packet loss

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
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Vanitas
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Re: Intermittent disconnects and packet loss

3.0 Downstream channels

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

3137900000010.140.4QAM25631
11390000006.338.6QAM2561
21470000006.339QAM2562
31550000006.338.6QAM2563
4163000000739QAM2564
51710000007.539QAM2565
6179000000839QAM2566
7187000000840.4QAM2567
8195000000840.9QAM2568
92030000007.839QAM2569
102110000007.639QAM25610
112190000007.540.4QAM25611
122270000007.139QAM25612
132350000006.539QAM25613
142430000005.540.4QAM25614
152510000005.239QAM25615
162590000003.839QAM25616
172670000004.139QAM25617
18275000000539QAM25618
192830000005.440.4QAM25619
202910000005.540.4QAM25620
212990000005.439QAM25621
223070000005.840.4QAM25622
233150000006.440.4QAM25623
243230000007.140.4QAM25624
253310000007.439QAM25625
263390000008.240.4QAM25626
273470000008.540.4QAM25627
283550000008.540.4QAM25628
293630000009.140.4QAM25629
303710000009.639QAM25630



3.0 Downstream channels

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

31Locked40.36628700
1Locked38.60537700
2Locked38.98326100
3Locked38.60537700
4Locked38.98326100
5Locked38.98326100
6Locked38.98326100
7Locked40.36628700
8Locked40.94620900
9Locked38.98326100
10Locked38.98326100
11Locked40.36628700
12Locked38.98326100
13Locked38.98326100
14Locked40.36628700
15Locked38.98326100
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked40.36628700
20Locked40.36628700
21Locked38.98326100
22Locked40.36628700
23Locked40.36628700
24Locked40.36628700
25Locked38.98326100
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
49964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
49Locked427.73140200340
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Vanitas
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Re: Intermittent disconnects and packet loss

3.0 Upstream channels

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

160300000465120 KSym/sec64QAM5
25370000045.35120 KSym/sec64QAM6
339400000445120 KSym/sec64QAM8
44620000044.55120 KSym/sec64QAM7



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
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Vanitas
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Re: Intermittent disconnects and packet loss

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
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Vanitas
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Re: Intermittent disconnects and packet loss

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.

Screenshot 2021-12-05 172736.png

 

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Corey_C
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Re: Intermittent disconnects and packet loss

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

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