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bel-akor
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Packet loss after a reset

Hello,

After a random reboot that happened at night there is a constant loss of packets on the BQM. The reboot occurred on 30/01/2022 and was not initiated by the home users as far as I'm aware.

I think there was a similar instance before that from 17/01 to 18/01 and rebooting the router from the admin page solved it. Now, however, the reboot has no effect and the packet loss continues.

Lagspikes are also a constant issue, I haven't played after the packet loss has started but it was really bad before, as seen on the graphs. As usual, it probably comes down to the over subscription in the area, but please check that as well, if possible.

Tech data below.

Thank you.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ba92e7639c0ffb25e4c120ba4a3bef4a1826282

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330750000-935256 qam25
2234750000-8.235256 qam13
3242750000-8.235256 qam14
4250750000-8.235256 qam15
5258750000-8.435256 qam16
6266750000-8.535256 qam17
7274750000-8.735256 qam18
8282750000-8.735256 qam19
9290750000-8.735256 qam20
10298750000-8.435256 qam21
11306750000-8.535256 qam22
12314750000-8.535256 qam23
13322750000-8.735256 qam24
14338750000-935256 qam26
15346750000-935256 qam27
16354750000-9.235256 qam28
17362750000-935256 qam29
18370750000-9.435256 qam30
19378750000-9.534256 qam31
20386750000-10.234256 qam32
21394750000-10.734256 qam33
22402750000-11.533256 qam34
23410750000-11.733256 qam35
24418750000-1233256 qam36


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35566124
2Locked35.73296249
3Locked35.517299149
4Locked35.521980194
5Locked35.543426661
6Locked35.530825302
7Locked35.521305630
8Locked35.51472072
9Locked35475531
10Locked353104810
11Locked35.52920616
12Locked35.769314
13Locked35.51013516
14Locked35.51005112
15Locked3549050
16Locked35.520160
17Locked35.775622
18Locked351541611
19Locked34.9118270
20Locked34.999530
21Locked34.4244680
22Locked33.99637410
23Locked33.826656110822
24Locked33.43916381
 
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bel-akor
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Re: Packet loss after a reset

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000050512064 qam6
23260000050512064 qam5
33940001450512064 qam4
44620006351512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

Network Log

Time Priority Description
03/02/2022 13:51:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 13:26:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 22:38:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 21:15:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 11:24:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 10:59:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 22:25:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 18:54:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 22:14:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 19:13:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 18:45:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 16:07:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 02:49:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2022 01:17:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 06:47:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 02:57:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 02:57:23Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 02:56:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 02:49:58criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/01/2022 02:49:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Message 3 of 34
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Helpful Answer

Re: Packet loss after a reset

DS power far too low, range should be -6 to +10. US power right in the top limit, range 34 to 51.  You also have a bad line as indicated by the PostRS errors.  A VM technician will need to fix this. Wait here a day or two for a VM Mod to pick this up.

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bel-akor
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Re: Packet loss after a reset

Sorry, not 100% sure, how the moderation works on this forum.

Can I keep your answer as a helpful one or do they skip the topics that are marked green?

Thanks a lot for your assistance!

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Adduxi
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Re: Packet loss after a reset

No the Mods should look at all the posts irrespective.

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Zach_R
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Re: Packet loss after a reset

Hi @bel-akor,

Thank you for your posts and welcome to our community forums. We're here to help.

I am really sorry to hear that you've been facing some broadband service issues recently. I'm going to send you a private message in a few moments so I can take a closer look at what's going on for you.

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 



Zach - Forum Team


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Zach_R
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Re: Packet loss after a reset

Hi @bel-akor,

Thank you for getting back in touch with us via private message so we could take a closer look at what's going on for you.

As discussed, an engineer visit has now been scheduled and booked. I'm unable to confirm the date/time of the appointment public, but this can be checked and managed/rescheduled if needed via the My Virgin Media online account.

Let us know here how the visit goes either way.

Thanks,
 



Zach - Forum Team


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bel-akor
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Re: Packet loss after a reset

A quick follow-up.

We had 2 engineer visits:

1. Boosted the signal, the power levels improved but 3 channels are still below the threshold and packet loss came back. Overall ds levels are quite low,

2. After checking everything again, the engineer concluded that we need to change the cable going to the house. Apparently, we have a smaller cable installed outside and that might be the source of the problems.

He said that the VM team will do the works outside and there is no need for our participation, since the works are external. However, we did not get the text confirming that these works are confirmed and scheduled.

If possible, can the mod team please check if the VM visit is booked and the ticket is logged?

Thank you.

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Serena_C
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Re: Packet loss after a reset

Hi @bel-akor

Thank you very much for coming back to us with an update. I have checked our systems and can confirm that the ticket is logged and the external work is booked for next week.

If you have any further questions please let me know 🙂

Kind regards,

Serena

bel-akor
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Re: Packet loss after a reset

Hi,

We had a text saying that the engineers are going to work in our area today. However, there are no improvements in the connection quality and we are not sure, that there were any actual works done today (the time slot was 8-1) and we were not contacted except for the text.

Is it possible to check the status of our ticket and whether there are going to be visits later to replace the cable?

Thank you!

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