Lost packets and lag after your "network maintaince" - i.e. you broke our internet....

[IanSR]

About two weeks ago we got an email saying that essential maintenance was being completed in the area and our internet would be off for a day or so, in the end it was an hour but ever since we have had bad packet loss and lag in online gaming.  The router has been reset several times but nothing is fixing it.

I even upgraded our package because I thought that we were the problem, something I now regret as we are obviously not the issue.

It always starts around 7.30 to 8pm in the evening, never during the day, so I'm guessing there is some over utilization in our road or something, I checked with another neighbour who also plays a lot online and they have noticed a similar problem.

I setup a BQM today and here are the results, as you can see around 8pm tonight the packets started getting lost, so what can we do to fix this?

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a00546d169b957bd02c4cd732743036f939e1e0-28-04-2022"><img alt="My Broadband Ping - Test 1" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/5a00546d169b957bd02c4cd732743036f939e1e0-28-04-2022.png" /></a>

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a00546d169b957bd02c4cd732743036f939e1e0-28-04-2022][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/5a00546d169b957bd02c4cd732743036f939e1e0-28-04-2022.png[/img][/url]

[IanSR]

As you can see, lots of maximum latency and lost packets, this makes playing the game I do practically impossible.

Been a customer nearly 20 years, never had issues like this before apart from once which was down to a broken router, really hope you can chase and fix the issue.

[Adduxi]

The evening "hump" is nationwide at present.   See this thread Re: VM CORE NETWORK FAILURE {URGANT} - Page 22 - Virgin Media Community - 4986440

Can you post your power levels and network log for comment please.

[IanSR]

Thank you, here is the log:

29/04/2022	09:11:04 GMT	66050310	Auth Success - Web login successful.
28/04/2022	20:03:49 GMT	68010302	DHCP WAN IP - [removed]
28/04/2022	20:02:57 GMT	68000407	TOD established
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
28/04/2022	20:00:21 GMT	68010302	DHCP WAN IP - [removed]
28/04/2022	19:59:27 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
28/04/2022	09:17:03 GMT	66050310	Auth Success - Web login successful.
28/04/2022	08:59:39 GMT	68010302	DHCP WAN IP - [removed]
28/04/2022	08:58:45 GMT	68000407	TOD established
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
28/04/2022	08:46:30 GMT	68010302	DHCP WAN IP - [removed]
28/04/2022	08:45:40 GMT	68000407	TOD established
Time Not Established	Time Not Established	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	84000510	Downstream Locked Successfully
28/04/2022	08:36:36 GMT	66050310	Auth Success - Web login successful.
28/04/2022	08:36:29 GMT	66050310	Auth Success - Web login successful.
27/04/2022	22:14:55 GMT	66050310	Auth Success - Web login successful.
27/04/2022	22:14:42 GMT	66050310	Auth Success - Web login successful.

and power levels:

Stage Status

Downstream Acquisition	Locked
Primary Frequency	138750000 Hz
DHCP	Done
TFTP	Done
Time Of Day	10:14:44 BST
Security	BPI+
Counters T1,T2,T3,T4,Sync,Resets	000,000,000,000,000,000

Internet ConnectionIP Address Status

WAN IP Address	[removed]
Lease Time Remaining	4 days 11h:02m:04s
Expiry	Tue 3 May 21:16
Current Network Time	Fri 29 Apr 10:14 BST

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	1	138750000 Hz	256 QAM	3.9 dBmV	36.6 dB	4654	288
Locked	2	146750000 Hz	256 QAM	3.8 dBmV	37.1 dB	2432	304
Locked	3	154750000 Hz	256 QAM	3.9 dBmV	36.8 dB	570	287
Locked	4	162750000 Hz	256 QAM	3.9 dBmV	36.8 dB	688	285
Locked	5	170750000 Hz	256 QAM	3.8 dBmV	37.4 dB	303	303
Locked	6	178750000 Hz	256 QAM	3.6 dBmV	37.4 dB	291	291
Locked	7	186750000 Hz	256 QAM	3.4 dBmV	37.1 dB	280	277
Locked	8	194750000 Hz	256 QAM	3.4 dBmV	37.1 dB	322	301

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	7	46200000 Hz	ATDMA	42.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	6	53700000 Hz	ATDMA	42.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	5	60300000 Hz	ATDMA	42.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	8	39400000 Hz	ATDMA	42.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

Many thhanks.

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[Adduxi]

Power levels look fine, all within spec.  However it seems the logs show the Hub restarting?  I would also suggest you request a new Hub from VM, as your existing SH2(ac) is getting old and will not take full advantage of the extra channels available on the VM network.   This may help with your circuit problems, as the SH2 can only use 8 from an available 32 channels.