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Packet Loss. Here we go again...

Hello! It's your friendly neighbourhood Alteran. You may remember me from a thread back in July of this year wherein I bemoaned the lack of stability on my line.

Well... the dreaded packet loss bug is back again with a vengeance. Games will randomly start rubber-banding and becoming unplayable. It's been happening for about a week now, and here's a sample graph from a few days ago:

My Broadband Ping - Virgin M350

Last time, the issue was only resolved after having three call-outs in the space of 2 weeks. I still blame the Hub 3 as being a contributing factor, exacerbating any issues that may originate from the hub or deeper from within the Virgin network.

No doubt I'll be asked the usual questions. Yes, I am on Modem Mode. No, I am not on Wi-Fi. And yes, you may have my copy-paste dumps from the status page:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1218750000837256 qam11
21387500007.537256 qam1
3146750000837256 qam2
41547500008.537256 qam3
51627500008.537256 qam4
61707500008.837256 qam5
71787500008.637256 qam6
81867500008.637256 qam7
91947500008.538256 qam8
102027500008.438256 qam9
11210750000837256 qam10
12226750000838256 qam12
132347500008.138256 qam13
14242750000838256 qam14
152507500007.938256 qam15
162587500007.837256 qam16
172667500008.137256 qam17
182747500008.538256 qam18
192827500008.838256 qam19
202907500008.938256 qam20
212987500009.338256 qam21
22306750000938256 qam22
233147500009.138256 qam23
243227500009.338256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6472355
2Locked37.317370
3Locked37.314302
4Locked37.69060
5Locked37.667019
6Locked37.65800
7Locked37.34920
8Locked37.65040
9Locked38.64210
10Locked38.63740
11Locked37.63910
12Locked38.63390
13Locked38.634613
14Locked38.63502
15Locked38.93900
16Locked37.64120
17Locked37.63350
18Locked38.62720
19Locked38.92450
20Locked38.93020
21Locked38.62670
22Locked38.92640
23Locked38.922814
24Locked38.93020

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1358000004.225512064 qam2
2537000004.375512064 qam4
3274000004.325512064 qam3
4457998714.4512064 qam1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Will be pasting the logs separately due to the 20k character limit.

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Re: Packet Loss. Here we go again...

As promised, Network Log:

Network Log

Time Priority Description

21/10/2019 05:45:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2019 08:59:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2019 15:41:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 06:53:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 13:21:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 15:33:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 16:58:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 18:26:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 18:46:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 20:35:17ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2019 20:35:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2019 07:28:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2019 05:08:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2019 05:19:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2019 16:07:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2019 17:50:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2019 21:36:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2019 03:06:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2019 03:06:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2019 17:53:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Packet Loss. Here we go again...

Fingers crossed you get a fix! I've been having the same issue for the past week, it's infuriating!

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Re: Packet Loss. Here we go again...

Sorry to hear of the issues that you've been having with your connection.

 

I would like to take a look into your connection from our side to see if there has been an issues from us.

 

I will pop over a private message to you in the next few moments and ask for some more details, we can then look into this further.

 

Regards

Steven_L

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Re: Packet Loss. Here we go again...

Decided to come back and update this again. Since getting an engineer around on the 24th to investigate a minor case of... complete connectivity failure, they discovered that the tap my coaxial was connected to had snapped clean-off and had to be swapped and reconnected. We also had the Hub 3 replaced with a new one about a month ago. Since then, packet loss has continued to be a recurring theme, just as before. Gaming is unplayable at times, as are some other services that require low-latency.

Here's a graph:

e76d9eb277ac5fb2918f65e825966ac1f8ae708c-11-01-2020.png

 

 Here's some tables:

Downstream bonded channels

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

12907500005.538256 qam20
22187500004.637256 qam11
32267500004.538256 qam12
42347500004.837256 qam13
52427500004.637256 qam14
62507500004.537256 qam15
72587500004.437256 qam16
82667500004.637256 qam17
9274750000538256 qam18
102827500005.138256 qam19
112987500005.938256 qam21
123067500005.838256 qam22
133147500005.938256 qam23
143227500005.938256 qam24
154027500006.438256 qam25
164107500006.338256 qam26
174187500006.338256 qam27
184267500006.438256 qam28
194347500006.138256 qam29
204427500005.838256 qam30
21450750000638256 qam31
224587500006.138256 qam32
23466750000638256 qam33
244747500005.938256 qam34



Downstream bonded channels

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

1Locked38.91057210645
2Locked37.61437559654
3Locked38.6824128657
4Locked37.63636212164
5Locked37.6999611453
6Locked37.3673511404
7Locked37.6987611225
8Locked37.6658310074
9Locked38.6123159877
10Locked38.91024812089
11Locked38.91726412116
12Locked38.91327711502
13Locked38.61528712039
14Locked38.62045411206
15Locked38.9153468134
16Locked38.692157390
17Locked38.9128867198
18Locked38.6325038023
19Locked38.6424797906
20Locked38.93573518311
21Locked38.6228251950
22Locked38.9192353913
23Locked38.6319227545
24Locked38.6456815297

(Note the large amount of Post RS Errors)

I'd like to thank Steven_L of the Forum Team for being really responsive up to now and helping me to try and troubleshoot these issues. Unfortunately, it looks like I'm going to have to persist a little bit more before I can get to the bottom of this.

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Re: Packet Loss. Here we go again...

Hi AlteranAncient,

 

Thanks for getting back to us and sorry that you're still having problems with packet loss.

 

Have you recently rebooted the hub to reset the RS errors to 0, and then looking to see if they are building up again?

 

As you've been having these issues for a while, and have already spoken to us about it, I'd like to send you a private message so I can take a closer look.

 

I'll speak to you there.

 

Thanks

 

Melissa 

 

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