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Packet loss and latency

Hello all, been having problems with packet loss,jitter and latency since october last year.From then its really hard to play games like lol and csgo where stable connection matters but seems fine for things like netflix etc. just wondering if anyone with knowledge can tell me if there is a problem with the router network status logs because im hoping it might help with figuring out what the problem is. Cheers all
 
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Re: Packet loss and latency

Downstream bonded channels

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

1443000000-2.538256 qam37
2251000000-2.937256 qam15
3259000000-338256 qam16
4267000000-2.538256 qam17
5275000000-1.738256 qam18
6283000000-1.238256 qam19
7291000000-138256 qam20
8299000000-0.238256 qam21
9307000000-0.538256 qam22
10315000000-0.538256 qam23
11323000000-0.738256 qam24
12347000000-0.238256 qam25
13355000000-0.238256 qam26
14363000000-0.938256 qam27
15371000000-0.738256 qam28
16379000000-0.738256 qam29
17387000000-0.938256 qam30
18395000000-1.738256 qam31
19403000000-2.538256 qam32
20411000000-2.438256 qam33
21419000000-2.438256 qam34
22427000000-238256 qam35
23435000000-2.538256 qam36
24451000000-3.238256 qam38
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Re: Packet loss and latency

Network LogTime Priority Description
07/01/2020 09:32:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 09:34:23criticalReceived 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;
07/01/2020 09:35:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 09:36:40Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 09:36:40Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 09:37:10criticalReceived 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;
07/01/2020 11:12:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 11:13:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 11:13:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 11:13:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 11:13:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2020 20:25:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2020 10:54:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2020 10:54:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2020 00:02:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 11:12:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 11:12:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 11:12:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 11:12:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2020 11:12:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1Locked38.6105516641347
2Locked37.32475641204
3Locked38.62230641293
4Locked38.61610641496
5Locked38.61790641127
6Locked38.62013640627
7Locked38.92391640405
8Locked38.62618640299
9Locked38.62898640570
10Locked38.93427640701
11Locked38.63729640815
12Locked38.66469641592
13Locked38.98262641326
14Locked38.911919641474
15Locked38.617899641608
16Locked38.923994641438
17Locked38.933385641824
18Locked38.937229641697
19Locked38.642145641771
20Locked38.951800641760
21Locked38.655785641912
22Locked38.963446641830
23Locked38.675505641452
24Locked38.6149031641959
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000244.7512016 qam3
2602999964.85512016 qam5
3536999964.85512016 qam4
4394000144.7512016 qam2
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Re: Packet loss and latency

Power levels look OK, downstream SNR is good, but  error levels are poor.  As errors are counted since you last restarted the hub, without knowing when these have been collected since its difficult to speak with confidence, other than to observe the high levels of post-RS compared to pre-RS look like repeated breakdowns in the line quality.  Upstream your connection is dropping back to 4 x 16 QAM, when it should be running at 64 QAM, and that's normally a problem of upstream noise levels, and that in turn affects communication from the hub to the street cabinet, and without that communication, synchronisation is lost and the downstream connection breaks up - yet you might find that the performance of the upstream connection seems OK, because the low upload speeds VM offer are easily within the capability of even 1 upstream channel.  The hub log shows a problematic connection with evidence of repeated interruptions and slow downs, although the period 10 Jan-20 Jan looks "clean".

Best to wait (sometimes minutes, sometimes days) for the helpful forum staff to spot your post and advise.  You might want to do some speed tests when the connection is at its ropiest, because that forms hard evidence of inadequate service, whereas VM make no promises regarding latency.  Likewise, if you've got a BQM running, posting a couple of those can help - VM might try and brush off latency issues, but packet loss is indisputable evidence of a faulty connection.

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Re: Packet loss and latency

Hi Ray_Parker1,

 

Thank you for your post. I'm sorry to hear about the issues you're having.

 

I have had a look on our side and am unable to see anything showing as an issue. 

 

If you could run a BQM for 48 hours we can check this out and see where to go with this: https://www.thinkbroadband.com/broadband/monitoring/quality

 

^Martin

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