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topcat123
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Packet Loss

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

13310000000.238256 qam25
22670000000.238256 qam17
3275000000038256 qam18
4283000000038256 qam19
5291000000038256 qam20
62990000000.238256 qam21
7307000000038256 qam22
8315000000038256 qam23
9323000000038256 qam24
10339000000038256 qam26
11347000000038256 qam27
12355000000038256 qam28
133630000000.240256 qam29
143710000000.240256 qam30
15379000000-0.238256 qam31
16387000000-138256 qam32
17395000000-1.738256 qam33
18403000000-1.740256 qam34
19411000000-1.540256 qam35
20419000000-1.440256 qam36
21427000000-138256 qam37
22435000000-140256 qam38
23443000000-138256 qam39
24451000000-0.938256 qam40

 

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topcat123
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Re: Packet Loss

Downstream bonded channels

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

1Locked38.970
2Locked38.9100
3Locked38.690
4Locked38.6120
5Locked38.970
6Locked38.970
7Locked38.970
8Locked38.9100
9Locked38.9130
10Locked38.980
11Locked38.980
12Locked38.970
13Locked40.3120
14Locked40.370
15Locked38.680
16Locked38.990
17Locked38.680
18Locked40.3120
19Locked40.3100
20Locked40.3220
21Locked38.9100
22Locked40.3230
23Locked38.970
24Locked38.9100
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topcat123
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Re: Packet Loss

Upstream bonded channels

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

13260000040.3512064 qam5
23940001240.3512064 qam4
34620003440.8512064 qam3
45370000242.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

17/03/2021 13:13:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2021 13:13:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/03/2021 01:00:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2021 22:36:34noticeDHCP 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 22:36:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2021 05:44:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2021 10:36:34noticeDHCP 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 10:36:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/03/2021 14:55:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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topcat123
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Re: Packet Loss

General Configuration

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



Primary Downstream Service Flow

SFID31721
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID4825
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Kath_F
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Re: Packet Loss

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,

Kath_F
Forum Team




New around here? To find out more about the Community check out our Getting Started guide


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topcat123
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Re: Packet Loss

Hello,

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

Thanks

 

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hortonj88
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Re: Packet Loss

You're going to get a new date.

 

 



********************************************************
Previously M200 (Left due to utilisation)


Now: BT FTTP 900/110 connected an ASUS RT-AC86U router.


https://www.speedtest.net/result/12098955842.png
Corey_C
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Re: Packet Loss

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

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topcat123
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Re: Packet Loss

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
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Re: Packet Loss

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.

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