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bboski
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Packet loss on new (ish) connection.

Hi all, 

I have started to experience some weird issues with my relatively new connection as we moved over to VM three weeks ago (M350). Speed wise all works perfect but I notice we get quite a few packet losses and occasionally latency spikes however these are not the issue for now. I set up BQM tool and it's showing some packet loss. Would any of you experienced users could have a look at this and advise how these could be resolved? Spent over 30 mins on hold to tech services and eventually gave up. Running the HUB in modem only mode. 

Thank you all in advance for all your help. 

Bart

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Andrew-G
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Re: Packet loss on new (ish) connection.

Connect to the hub by clicking on this link http://192.168.100.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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Re: Packet loss on new (ish) connection.

Thank you so much for your super quick respose, Andrew and here you go as requested:

 

Downstream bonded channels

 

11387500008.138256 qam1
21467500007.438256 qam2
31547500006.538256 qam3
41627500006.638256 qam4
51707500006.338256 qam5
61787500005.538256 qam6
71867500003.938256 qam7
81947500004.938256 qam8
92027500005.538256 qam9
10210750000538256 qam10
112187500004.838256 qam11
122267500004.638256 qam12
132347500004.538256 qam13
14242750000438256 qam14
152507500003.738256 qam15
162587500003.538256 qam16
172667500003.738256 qam17
18274750000438256 qam18
19282750000438256 qam19
202907500004.138256 qam20
212987500004.638256 qam21
22306750000538256 qam22
233147500005.338256 qam23
243227500005.438256 qam24



Downstream bonded channels

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

1Locked38.94810
2Locked38.64400
3Locked38.68560
4Locked38.93640
5Locked38.93600
6Locked38.949612
7Locked38.97430
8Locked38.67090
9Locked38.93940
10Locked38.63130
11Locked38.64010
12Locked38.93590
13Locked38.65400
14Locked38.95900
15Locked38.96350
16Locked38.65680
17Locked38.66210
18Locked38.69150
19Locked38.910970
20Locked38.910430
21Locked38.97400
22Locked38.64430
23Locked38.94320
24Locked38.94250

 

Upstream bonded channels

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

13940000047512064 qam9
24620009347.3512064 qam8
33260000047512064 qam10
42579988846.8512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0010
3ATDMA0020
4ATDMA00250

 

 

 

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Re: Packet loss on new (ish) connection.

 
Network LogTime Priority Description
28/04/2021 12:19:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 05:55:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 10:18:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 17:55:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 11:19:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 05:55:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 16:49:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 17:25:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 17:32:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 05:25:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 17:42:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 17:25:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 10:32:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 05:25:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 08:22:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 06:58:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 19:56:19Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 17:25:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:54:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 5 of 11
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Re: Packet loss on new (ish) connection.

Network log doesn't indicate anything unusual, BQM looks like something is up, and I think the range of downstream power levels is too high, from 3.5 dBmV to 8.1 dBmV, though that's my view, VM are reticent on the permissible range.  The upstream looks as though there's something up - it shouldn't have anything like the number of T3 timeouts that are recorded.  I'll flag this for forum staff to advise, but be aware that they may wish to query the hub's status, but can only do that if the hub is in router mode.  And as soon as you swap modes, the hub will reboot, all of those recorded errors will be reset (and your BQM will stop recording because your IP address will change), and when renegotiating channels the power levels may even out.  However, if there's any "looks good from our side" response a polite challenge would be appropriate as to the cause of the latency peaks and the upstream timeouts, and why the hub was letting the downstream power levels spread so far. 

See what they advise and we'll take it from there.  

 

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bboski
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Re: Packet loss on new (ish) connection.

Thank you very much for looking into this and for flagging up with forum staff. 

All the best, 

Bartek

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Corey_C
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Re: Packet loss on new (ish) connection.

Thanks for your post and for reaching out to the Community Forums, bboski

I have set up an engineer’s visit for you which you will be able to view from your online account here.

 

Cheers,

Corey C

bboski
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Re: Packet loss on new (ish) connection.

Hello Corey, 

Many thanks, I have just logged in but couldn't see any open visits? 

I guess it will take a while for it to show up there? 

Thanks a lot. 

Bartek

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Corey_C
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Re: Packet loss on new (ish) connection.

Hi, Bartek, sometimes up to an hour, apologies.

 

Cheers,

Corey C

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bboski
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Re: Packet loss on new (ish) connection.

Got it - no worries! Thank you. 

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