Packet Loss

[topcat123]

Hello,

I am noticing packet loss on Xbox One, wired connection to Asus AC86U with Virgin Media Superhub 3 in modem mode.

Is it possible to check for congestion issues in my area or issues with my modem settings?

15th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ad34cab8ac9862ec264646037cbba08d2e7a1233-15-03-2021

16th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/439db785277f122cc87668a82911769b12d69ffd-16-03-2021

17th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b431549213903ecde1d8e15ea5a4cbea1d9eb93-17-03-2021

Downstream bonded channels

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

1	331000000	0.2	38	256 qam	25
2	267000000	0.2	38	256 qam	17
3	275000000	0	38	256 qam	18
4	283000000	0	38	256 qam	19
5	291000000	0	38	256 qam	20
6	299000000	0.2	38	256 qam	21
7	307000000	0	38	256 qam	22
8	315000000	0	38	256 qam	23
9	323000000	0	38	256 qam	24
10	339000000	0	38	256 qam	26
11	347000000	0	38	256 qam	27
12	355000000	0	38	256 qam	28
13	363000000	0.2	40	256 qam	29
14	371000000	0.2	40	256 qam	30
15	379000000	-0.2	38	256 qam	31
16	387000000	-1	38	256 qam	32
17	395000000	-1.7	38	256 qam	33
18	403000000	-1.7	40	256 qam	34
19	411000000	-1.5	40	256 qam	35
20	419000000	-1.4	40	256 qam	36
21	427000000	-1	38	256 qam	37
22	435000000	-1	40	256 qam	38
23	443000000	-1	38	256 qam	39
24	451000000	-0.9	38	256 qam	40

[topcat123]

Downstream bonded channels

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

1	Locked	38.9	7	0
2	Locked	38.9	10	0
3	Locked	38.6	9	0
4	Locked	38.6	12	0
5	Locked	38.9	7	0
6	Locked	38.9	7	0
7	Locked	38.9	7	0
8	Locked	38.9	10	0
9	Locked	38.9	13	0
10	Locked	38.9	8	0
11	Locked	38.9	8	0
12	Locked	38.9	7	0
13	Locked	40.3	12	0
14	Locked	40.3	7	0
15	Locked	38.6	8	0
16	Locked	38.9	9	0
17	Locked	38.6	8	0
18	Locked	40.3	12	0
19	Locked	40.3	10	0
20	Locked	40.3	22	0
21	Locked	38.9	10	0
22	Locked	40.3	23	0
23	Locked	38.9	7	0
24	Locked	38.9	10	0

[topcat123]

Upstream bonded channels

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

1	32600000	40.3	5120	64 qam	5
2	39400012	40.3	5120	64 qam	4
3	46200034	40.8	5120	64 qam	3
4	53700002	42.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

17/03/2021 13:13:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2021 13:13:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2021 01:00:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2021 22:36:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2021 22:36:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2021 05:44:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2021 10:36:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2021 10:36:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 14:55:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[topcat123]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	kldJKDHSUBsgvca69834ncxv9

Primary Downstream Service Flow

SFID	31721
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	4825
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Kath_F]

Hi topcat123,

Thanks for your post and apologies to hear about the issues you have been having with your packet loss.

Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There is a fault open that has already been raised and is affecting you. The details of that are here: 

• Fault reference number: F008589046
• Estimated fix time: 29 MAR 2021 15:00
• Description: We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved.

I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know. 

Thanks,

[topcat123]

Hello,

I am still experiencing the same issues. Please can you check if the fault was resolved?

Thanks

[hortonj88]

You're going to get a new date.

[Corey_C]

Apologies for the delayed response, topcat123,

The fault is still ongoing and works are underway. The ETA is currently set to 12 APR 2021 15:00

Thanks,

Corey C

[topcat123]

Hello,

This remains broken.

I don’t understand why you give a date (and time) for a resolution if it never happens. 

We are paying for a service.

[Paul_DN]

Hi topcat123,.

Thank you for reaching back out to us in our community and welcome back, we are sorry to hear the area issue is still present.

I appreciate you were given a fix date previously and this still hasn't been resolved, all fix dates are estimates and can change depending on the complexity and whether or not we need permission from the local council to carry out the needed work.

You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then.

The digestion issue is booked under F008589046 and the estimated fix date now is 27 APR 2021 15:00, we are sorry for the continued inconvenience caused.

Regards

Paul.