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Latency spikes/disconnects/packet loss

For over a week have been getting consistent lag spikes (100+ms) and packet loss on multiple devices. I've called the support, but they said that everything is fine on their end...

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
45800026
Locked
Provisioning State
Online

 

Downstream bonded channels

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

14027500005.340256 qam25
22187500008.138256 qam11
3226750000837256 qam12
42347500007.338256 qam13
5242750000740256 qam14
62507500006.940256 qam15
7258750000740256 qam16
82667500006.840256 qam17
9274750000738256 qam18
102827500008.140256 qam19
112907500008.340256 qam20
122987500007.940256 qam21
133067500007.640256 qam22
143147500007.540256 qam23
153227500007.540256 qam24
164107500005.640256 qam26
174187500005.540256 qam27
184267500005.540256 qam28
19434750000540256 qam29
204427500004.540256 qam30
214507500004.540256 qam31
224587500004.340256 qam32
234667500004.340256 qam33
244747500004.340256 qam34



Downstream bonded channels

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

1Locked40.300
2Locked38.650
3Locked37.390
4Locked38.940
5Locked40.350
6Locked40.3130
7Locked40.960
8Locked40.330
9Locked38.930
10Locked40.300
11Locked40.340
12Locked40.3160
13Locked40.370
14Locked40.350
15Locked40.900
16Locked40.3190
17Locked40.350
18Locked40.350
19Locked40.380
20Locked40.350
21Locked40.350
22Locked40.370
23Locked40.350
24Locked40.300

 

Upstream bonded channels

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

1458000263.6512064 qam1
2537000633.6512064 qam4
3274000513.35512064 qam3
4358000073.45512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

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Re: Latency spikes/disconnects/packet loss

Check the network logs. Did you have a software update around the time the issue started? Are you now on v9.1.1811.401?

Is the hub in modem mode or router mode?

Andy

 

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Re: Latency spikes/disconnects/packet loss

Here are the network logs:

 

Network Log

Time Priority Description

19/03/2020 17:35:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 17:24:41Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 16:46:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 16:21:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 10:29:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 10:29:39Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 08:58:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 16:19:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 16:18:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 15:17:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2020 01:10:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2020 00:54:9noticeSW download Successful - Via NMS
13/03/2020 00:52:12noticeSW Download INIT - Via NMS

 

 

Haven't noticed when the software update occured, but I am indeed on v9.1.1811.401.

The hub is in router mode.

Thanks

 

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Re: Latency spikes/disconnects/packet loss

So the software updated around 1am on 13th March. Does that coincide with you noticing the issue do you think?

Andy

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Re: Latency spikes/disconnects/packet loss

It could well be, though I have also started using internet a lot more as of recently (as have probably many others) which could have made me only notice it now.

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Re: Latency spikes/disconnects/packet loss

Looking at the number of recent threads with similar latency/packet issues it seems that it may be broader than just individual cases.
Perhaps this is happening due to an increased load from greater number of people staying at home?

Hopefully, the support team can acknowledge and fix these issues in individual cases and hopefully work to investigate/fix if it may be a systematic problem.
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Re: Latency spikes/disconnects/packet loss

It's possible, but my issue first appeared near the end of February, before the worst of this began.

I still think there's an issue with the latest software update that is only affecting some people.

Andy

 

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Re: Latency spikes/disconnects/packet loss

After multiple additional conversations with the VM support, they have ordered me a new Hub. I am sceptical that this will fix the issue, though I'm hopeful that the next steps may actually lead to someone having a proper look at the infrastructure / Hub software.
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Re: Latency spikes/disconnects/packet loss

If you're lucky @dvanced, you'll get one with the 'old' software in, and that'll at least improve things for a little while!

Andy

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Re: Latency spikes/disconnects/packet loss

Here's the update (in case the forum team ever looks at it) - I received a new Hub yesterday and it immediately updated to the latest software version. The latency issue has not gotten better at all since then.

I guess the only option is to once again try get in touch with VM support.
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