Packet Loss & Months of Internet Reliability Issues...

[tritoch]

There's a snapshot of what I'm dealing with. Months and months of horrible internet, packet loss across multiple games leading me to warp everywhere, rubbish speeds.

[tritoch]

Cable Modem Status

Acquired Downstream Channel (Hz)	259000000	Locked
Ranged Upstream Channel (Hz)	60300046	Locked
Provisioning State	Online

Downstream bonded channels

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

1	259000000	4.5	40	256 qam	16
2	139000000	6.5	40	256 qam	1
3	147000000	6.5	40	256 qam	2
4	155000000	6	40	256 qam	3
5	163000000	6.1	40	256 qam	4
6	171000000	6.3	40	256 qam	5
7	179000000	6	40	256 qam	6
8	187000000	6	40	256 qam	7
9	195000000	5.8	40	256 qam	8
10	203000000	5.5	40	256 qam	9
11	211000000	5.5	40	256 qam	10
12	219000000	5.5	40	256 qam	11
13	227000000	5.1	40	256 qam	12
14	235000000	5.1	40	256 qam	13
15	243000000	4.8	40	256 qam	14
16	251000000	4.6	40	256 qam	15
17	267000000	4.3	40	256 qam	17
18	275000000	4	40	256 qam	18
19	283000000	3.9	40	256 qam	19
20	291000000	3.9	40	256 qam	20
21	299000000	4	38	256 qam	21
22	307000000	4.3	40	256 qam	22
23	315000000	4.4	40	256 qam	23
24	323000000	4.5	40	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	0	0
2	Locked	40.3	0	0
3	Locked	40.3	6	0
4	Locked	40.3	5	0
5	Locked	40.3	5	0
6	Locked	40.3	5	0
7	Locked	40.9	7	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.3	4	0
11	Locked	40.3	5	0
12	Locked	40.9	5	0
13	Locked	40.3	5	0
14	Locked	40.3	6	0
15	Locked	40.9	5	0
16	Locked	40.9	5	0
17	Locked	40.3	4	0
18	Locked	40.3	5	0
19	Locked	40.3	10	0
20	Locked	40.9	5	0
21	Locked	38.9	6	0
22	Locked	40.3	4	0
23	Locked	40.3	5	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	60300046	44.8	5120	64 qam	1
2	39400039	42.3	5120	64 qam	4
3	46200009	42.8	5120	64 qam	3
4	53700053	44.8	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[tritoch]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	69834ncxv9873254k;fg87dsf

Primary Downstream Service Flow

SFID	5457
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	5474
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

26/06/2021 23:12:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 13:26:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 13:26:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 10:11:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 10:09:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 10:05:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 09:00:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 08:38:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 06:50:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 01:26:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 01:26:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 02:59:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 13:26:13	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2021 13:26:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 05:46:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 04:51:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 08:37:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 07:25:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 01:26:12	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 01:26:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[tritoch]

The strange thing is I had a renewed IP on the 22nd. And if you look at this gif of my thinkbroadband results between the 22nd and the 27th, it almost seems as if I am being throttled at a certain time... However, I do experience packet loss over the entire course of the day.

Hoping someone will shed light on this. I've had the engineer out and have had the superhub swapped... but that hasn't fixed the issue.

[tritoch]

No idea why my relevant gif showing multiple days of results was rejected but if it gets rejected again, I'll post the images 1 at a time.

imgur.com/a/1gpSwFr

Hopefully linking to it externally is fine.

[Andrew-G]

Your GIF, although nicely done, showed your IP address.  That's why there's a "share graph" link on Thinkbroadband, as that redacts your IP address.

As for the problem, anything that's been going on for months is a separate issue - the currently widespread "rural scenery at sunset" BQM charts are believed to be an internet traffic routing issue affecting many VM users across the South East of England.  From the limited company response so far, and slow responses to similar problems before, it seems that VM have no real time traffic monitoring, and thus far there's no signs of ownership of the problem.   

[Alex_RM]

Hi tritoch,

Thanks for posting, and sorry to see you're having some issues with the connection.

I'm not able to locate any details for you in order to take a closer look so I've sent you a private message (purple envelope, top right hand corner)

Alex_Rm

[Andrew-G]

The issue shown in the BQM you posted is being investigated under fault reference F009132366.  Fixing it could be minutes or days, depending on how good VM are at finding the cause.  The longer term issues you mention probably won't be addressed by this fault fix.

[Alex_RM]

Hi tritoch,

Thanks for popping your details over to me via private message.

Looking at the account everything appears to be within the specifications we would expect, and there are no area issues affecting you. 

Can you confirm if you're still experiencing connection issues?

Are you able to send a live link to your BQM?

Alex_Rm

[tritoch]

Was asked to confirm address by you a week ago. Responded. Nothing since via PM.

As you can see, It's been ongoing for a while. I've reset the router, disconnected for a while to get a new IP. I've tried everything. An engineer needs to come fix this asap.