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bel-akor
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Message 21 of 34
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Re: Packet loss after a reset

Just to avoid any useless questions about whether the quality of the connection has improved, here is the BQM for today.

It actually is much worse now than it was before any works were done in the area (both in terms of average latency and packet loss).

VM BQM.PNG 

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Zach_R
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Message 22 of 34
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Re: Packet loss after a reset

Hi @bel-akor,

I am very sorry to hear you're facing some ongoing connection issues. I've checked over things on our systems, and it appears there's a known fault in the area that we're working on. It looks like we've discussed this earlier in the thread too.

The current estimated fix date/time is approximately 9:00am on April 20th 2022. Apologies for the ongoing inconvenience.

Thanks,
 



Zach - Forum Team


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


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bel-akor
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Message 23 of 34
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Re: Packet loss after a reset

Hello, Zach,

Yes the area fault was supposed to be fixed several times already, it seems. We also had a new cable installation proposed by an engineer, which never happened as well.

How long does it take to fix these issues? It will be 3 months, which is insane to have this going and more than enough time to solve all the problems. Not having a reliable connection for 3 months despite immediately reporting all the faults are providing extensive information from our side is an unimaginably poor service.

When will we have the area problems sorted for good and when will the new cable be installed?

I would really like to avoid being asked whether the issues are suddenly gone by themselves while no substantial work has been done for for the fix. So please, provide some specific dates for when we can expect the services to be fully functional, not in another stage of waiting for another obscure an distant fix date.

Thank you.

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Lee_R
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Message 24 of 34
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Re: Packet loss after a reset

Hi @bel-akor thanks for getting back to us.

I am really sorry to hear your connection issues are ongoing.  I have checked our systems from here and can confirm my colleague's advice regarding the area issue is still up to date.  The estimated fix date/time is 20th April at 9:00am.  However (and I am really sorry) I do need to advise that this is an estimated date/time only.  I fully appreciate your frustration, especially around the length of time that you've had the issue for.  Ideally we would like to have the issue resolved much quickly than it's taking.  As for the matter of your external cabling, I am going to drop you a quick private message, so that we can investigate this on your behalf.

Regards

 

Lee_R

 

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bel-akor
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Message 25 of 34
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Re: Packet loss after a reset

Hello,

I'm posting an update on the situation. Looks like the constant packet loss is gone for now, so at least there's that. However, the BQM seemingly became worse overall on top of the huge latency spikes and packet loss happening between 8-10 PM (screenshot attached). There was an explanation for this from another topic but it would be nice to receive some comment on it. Are the local/global latency issues going to be addressed? If the is a local fault involved on top of the global routing issues, do we need to wait for another engineer visit or areal fix? Please see the attached screenshot for reference. I am referring to the local problems because, fi we exclude the peak time routing pattern, the BQM is still showing a lot of spikes for our connection specifically. On previous days, while the packet loss was present, there were much less spikes.

Also, it seems that the service status page's interface changed. I can't check the are status now and I'm getting a different message instead (also attached). Please advise, whether this is a known situation? I don't have immediate access to the account to check it every time. Previously it gave info about the faults in the area.

Thank you

VM BQM 2.PNGVM status 2.PNG

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bel-akor
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Message 26 of 34
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Re: Packet loss after a reset

I would also like to add that the DS channels' power levels are still below the normal range and the upstream is almost at the highest threshold even though this was reported and identified since the very first engineer visit way back:

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

1330750000-3.936256 qam25
2234750000-3.536256 qam13
3242750000-3.736256 qam14
4250750000-3.536256 qam15
5258750000-3.736256 qam16
6266750000-3.736256 qam17
7274750000-3.736256 qam18
8282750000-3.536256 qam19
9290750000-3.736256 qam20
10298750000-3.236256 qam21
11306750000-3.237256 qam22
12314750000-3.437256 qam23
13322750000-3.736256 qam24
14338750000-436256 qam26
15346750000-4.436256 qam27
16354750000-4.536256 qam28
17362750000-4.537256 qam29
18370750000-4.936256 qam30
19378750000-536256 qam31
20386750000-5.536256 qam32
21394750000-636256 qam33
22402750000-6.735256 qam34
23410750000-735256 qam35
24418750000-7.435256 qam36



Downstream bonded channels

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

1Locked36.31340111
2Locked36.63089849
3Locked36.3465140
4Locked36.632754356
5Locked36.635044503
6Locked36.64165322
7Locked36.63621224
8Locked36.611245428
9Locked36.6162444145
10Locked36.67693811
11Locked37.3104118117
12Locked37.639383910328
13Locked36.65305860
14Locked36.6143123330
15Locked36.6252794
16Locked36.660420
17Locked37.32371014
18Locked36.67414525
19Locked36.321030
20Locked36.3109466
21Locked36.6406214
22Locked35.72785114
23Locked35.53450259495
24Locked35.7409990

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000049.8512064 qam1
23940000045.8512064 qam4
34620003146.8512064 qam3
45369999848.3512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0020

 

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bel-akor
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Message 27 of 34
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Re: Packet loss after a reset

Network Log

Time Priority Description

28/04/2022 19:57:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 07:35:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 06:56:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 06:34:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2022 04:45:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:50:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:12:46noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 18:12:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 02:48:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2022 01:21:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 22:14:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 18:29:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 02:08:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2022 00:21:22noticeSW download Successful - Via NMS
26/04/2022 00:19:38noticeSW Download INIT - Via NMS
25/04/2022 23:05:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 10:39:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:33:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 22:15:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 19:43:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Martin_N
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Message 28 of 34
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Re: Packet loss after a reset

Hi bel-akor,

Thank you for your post. I'm very sorry for the issues you're having with your broadband service. 

I have taken a look on our system and it is showing you have a reported area fault. 

The fault reference for this is: F009761777.

The estimated fix date is: 03 MAY 2022

^Martin

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bel-akor
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Message 29 of 34
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Re: Packet loss after a reset

I assume nothing has been fixed and, let me guess, the estimated date for the fix is sometime next week?

The DS channels are getting worse, the global evening latency problem is not resolved and quite honestly I don't know, what this company is doing.

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Paul_DN
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Message 30 of 34
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Re: Packet loss after a reset

Hi bel-akor,

Thank you for reaching back out, apologies for any inconvenience caused, there is still an SNR issue in the are, (Signal to Noise Ratio) this is generally caused by a damaged or exposed cable making noise on the Network and can take a while to locate and fix, this was raised on 09/04/22 and the estimated fix date which may change is 11/05/22.

Regards

Paul.

 

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