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UrbanJokez
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Message 1 of 8
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Packet loss and ping spikes again

Once again the same issue that seems to happen once a month at least... think it might be due to upstream power levels but woman on phone didn't seem to know what she was doing and decided to send a new hub out which should arrive by Friday. Would that fix the issue or is a hub nothing to do with the power levels? also here it a bqm of today https://www.thinkbroadband.com/broadband/monitoring/quality/share/e2c1f7984aa47e16a798950d0eb1041db6...

Downstream bonded channels

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

1299000000-4.237256 qam21
2203000000-1.537256 qam9
3211000000-1.737256 qam10
4219000000-2.437256 qam11
5227000000-2.737256 qam12
6235000000-337256 qam13
7243000000-3.237256 qam14
8251000000-3.437256 qam15
9259000000-3.737256 qam16
10267000000-437256 qam17
11275000000-437256 qam18
12283000000-4.237256 qam19
13291000000-4.537256 qam20
14307000000-4.437256 qam22
15315000000-4.437256 qam23
16323000000-4.537256 qam24
17426750000-638256 qam25
18434750000-6.238256 qam26
19442750000-6.438256 qam27
20450750000-6.238256 qam28
21458750000-6.538256 qam29
22466750000-6.937256 qam30
23474750000-737256 qam31
24482750000-7.238256 qam32



Downstream bonded channels

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

1Locked37.3120
2Locked37.6340
3Locked37.6380
4Locked37.3220
5Locked37.3210
6Locked37.3160
7Locked37.6330
8Locked37.3340
9Locked37.690
10Locked37.6140
11Locked37.6180
12Locked37.6200
13Locked37.3120
14Locked37.6240
15Locked37.680
16Locked37.6180
17Locked37.6150
18Locked38.6300
19Locked37.6100
20Locked37.6120
21Locked37.660
22Locked37.6120
23Locked37.3290
24Locked37.6100

 

Upstream bonded channels

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

1258000204.55512064 qam52
2325994465.1512064 qam51
3393999915.1512064 qam50
4461999664.725512064 qam49



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Andruser
Knows their stuff
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Message 2 of 8
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Re: Packet loss and ping spikes again

Wow!  That's a dog-eared BQM.

A quick and inexpert look at your router stats, and they all look fine - power levels and SNR look good, there's no post RS errors, or timeouts.  So it is either the Hub itself incapable of even returning a ping response to Thinkbroadband's servers, or an upstream cable problem.  I suspect its a complex upstream problem, and that the new hub won't fix it, but best to give a try and see.

If it isn't the Hub, then the offshore support simply don't have the expertise to help with complex problems like this - hopefully the forum staff can get the problem referred to UK based specialists.  

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griffin
Alessandro Volta
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Message 3 of 8
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Re: Packet loss and ping spikes again

Your downstream power levels are too low on the higher frequencies.

Two of your upstream channels are at max transmit.

The BQM is a mess, all not good.

I would check the coax for obvious signs of damage and all connectors are hand tight.

A very small chance of a faulty Hub, so always worth a reboot, but in all likelihood a local circuit problem.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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UrbanJokez
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Message 4 of 8
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Re: Packet loss and ping spikes again

Well today the upstream has dropped right back down but the downstream seems to have got lower 

Downstream bonded channels

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

1299000000-4.537256 qam21
2203000000-1.237256 qam9
3211000000-1.937256 qam10
4219000000-2.537256 qam11
5227000000-2.937256 qam12
6235000000-3.237256 qam13
7243000000-3.437256 qam14
8251000000-3.537256 qam15
9259000000-437256 qam16
10267000000-4.237256 qam17
11275000000-4.237256 qam18
12283000000-4.437256 qam19
13291000000-4.737256 qam20
14307000000-4.537256 qam22
15315000000-4.537256 qam23
16323000000-4.737256 qam24
17426750000-6.238256 qam25
18434750000-6.438256 qam26
19442750000-6.537256 qam27
20450750000-6.537256 qam28
21458750000-6.737256 qam29
22466750000-7.237256 qam30
23474750000-7.237256 qam31
24482750000-7.538256 qam32



Downstream bonded channels

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

1Locked37.6600
2Locked37.6215235722
3Locked37.610611244
4Locked37.3249176
5Locked37.317910
6Locked37.61160
7Locked37.31220
8Locked37.31270
9Locked37.6410
10Locked37.6480
11Locked37.3540
12Locked37.6640
13Locked37.6480
14Locked37.6690
15Locked37.6390
16Locked37.6700
17Locked38.6700
18Locked38.61230
19Locked37.6540
20Locked37.6460
21Locked37.6540
22Locked37.6750
23Locked37.61200
24Locked38.6810

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1258001914.275512064 qam52
2325998144.325512064 qam51
3393999084.425512064 qam50
4461999814.45512064 qam49


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Forum Team
Forum Team
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Message 5 of 8
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Re: Packet loss and ping spikes again

Hi UrbanJokez, 

 

Thank you for your post. We are very sorry to hear you have been experiencing these issues, have there been any further changes since your post at all?

 

Many thanks,

 

Louis

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UrbanJokez
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Message 6 of 8
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Re: Packet loss and ping spikes again

well for almost a day things seemed to sort themselves out but the last 24 hours have gone back to this https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c51e0ad0e17bc6e8a9413f1f51d42e468...

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jpeg1
Trouble shooter
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Message 7 of 8
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Re: Packet loss and ping spikes again

The downstream levels are still too low, and a lot of noise on a couple of channels. 

This is going to need an engineer visit to fix it. 

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Forum Team (Retired) David_Pn
Forum Team (Retired)
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Message 8 of 8
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Re: Packet loss and ping spikes again

Morning UrbanJokez

 

I'd like to arrange an engineer visit to take a look at this for you. 

 

I'll send you a private message in a moment so that I can get some more details.

 

Thank you. 

 

 

 

 

David_Pn
Forum Team

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