Packet loss + high ping

[Tergoak]

Hello,

I've seen some post over the last days, and seems like one of my problems is overusage, but I can't really play online and it has become worst over the last 2 months.

I'm connected through a ethernet over powerline conection (which is better than WiFi, but no possibility for me on other conection on this house).

I'm posting all the requirements that is usually posted here regarding download and upload channels and a BQM on the last 3 days.

BQM 15/01/22

https://www.thinkbroadband.com/broadband/monitoring/quality/share/127ae743e5ed9795b62f0abc21ec10e36f4513a2-15-01-2022

BQM 16/01/22

https://www.thinkbroadband.com/broadband/monitoring/quality/share/81a743f8b230a5f58301b944bed44727b5984838-16-01-2022

BQM 17/01/22

https://www.thinkbroadband.com/broadband/monitoring/quality/share/75f349b02dfee0483186ddbb942373542b54d18b-17-01-2022

BQM 18/01/22 (Extra)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c913233752c157a5b68af3c8420ae619055b1c7c-18-01-2022

Downstream bonded channels

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

1	331000000	10.8	38	256 qam	25
2	187000000	5	36	256 qam	7
3	195000000	5.1	36	256 qam	8
4	203000000	5	36	256 qam	9
5	211000000	4.6	36	256 qam	10
6	219000000	4.5	36	256 qam	11
7	227000000	4.4	36	256 qam	12
8	235000000	4.4	36	256 qam	13
9	243000000	4.5	36	256 qam	14
10	251000000	5.1	36	256 qam	15
11	259000000	5.8	36	256 qam	16
12	267000000	5.9	36	256 qam	17
13	275000000	6.4	37	256 qam	18
14	283000000	7.6	37	256 qam	19
15	291000000	8	37	256 qam	20
16	299000000	7.8	37	256 qam	21
17	307000000	8	38	256 qam	22
18	315000000	8.5	37	256 qam	23
19	323000000	9.6	38	256 qam	24
20	339000000	10.5	38	256 qam	26
21	347000000	10	38	256 qam	27
22	355000000	9.8	38	256 qam	28
23	363000000	9.4	38	256 qam	29
24	371000000	8.9	38	256 qam	30

Downstream bonded channels

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

1	Locked	38.9	3167	6100
2	Locked	36.3	9832	7059
3	Locked	36.6	9163	9198
4	Locked	36.6	9412	7069
5	Locked	36.6	10126	7092
6	Locked	36.3	11328	8015
7	Locked	36.3	11655	7424
8	Locked	36.6	11606	8263
9	Locked	36.6	10804	13278
10	Locked	36.6	9181	7474
11	Locked	36.3	8075	7867
12	Locked	36.6	8392	7682
13	Locked	37.6	6576	7490
14	Locked	37.6	4215	9546
15	Locked	37.6	3782	6757
16	Locked	37.3	4458	6633
17	Locked	38.6	4838	7007
18	Locked	37.6	4886	6600
19	Locked	38.6	3803	6555
20	Locked	38.6	3780	6764
21	Locked	38.6	4250	6286
22	Locked	38.6	4471	5806
23	Locked	38.9	4502	6431
24	Locked	38.6	4998	5839

Refresh data

Upstream bonded channels

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

1	39400000	41.5	5120	64 qam	6
2	25800000	41	5120	64 qam	8
3	32600000	41.5	5120	64 qam	7
4	46200000	41.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	32	0
2	ATDMA	0	0	23	0
3	ATDMA	0	0	32	0
4	ATDMA	0	0	28	0

[Tergoak]

Refresh data

Network Log

Time Priority Description

15/01/2022 23:34:48	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 23:34:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2022 19:47:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:29:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:28:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:27:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:27:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:27:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2022 10:01:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:52:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:52:9	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:49:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:49:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:49:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 14:43:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Downstream power levels are too high on some channels, (range -6 to +10) and there are too many PostRS errors, which may be noise of the line.  Also the SYNC errors maybe a pointer to upstream issues.

You will need a VM technician to fix this.  In the meantime try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 for any local issues., 

[Tergoak]

Thank you for your answer Adduxi,

will I need to contact virgin media manually, or will they see this post and get in contact with me?

[Adduxi]

---

@Tergoak wrote:

Thank you for your answer Adduxi,

will I need to contact virgin media manually, or will they see this post and get in contact with me?

---

If you wait a day or two a VM Mod will pick this up.  Or you can phone in, it's up to you.

[Paul_DN]

Hi Tergoak,

Thank you for reaching out to us via our community, sorry to see you are facing packet loss and high ping, I have been abler to locate your account with the details we have for you, there is currently a congestion issue in your area, this has been going on since 11/11/21 and the estimated fix time is 25/01/21 @ 15:00, apologies for any inconvenience caused.

Regards

Paul.