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Ping spikes and packet loss

For at least a few months I've been seeing regular ping spikes (up to 10 seconds or so for a couple of seconds every few minutes) and bursts of 20-50% downstream packet loss when I'm making video calls. Here are my router stats:

Downstream bonded channels

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

14582500001.438256 qam7
24102500003.238256 qam1
34182500002.738256 qam2
44262500002.738256 qam3
54342500002.238256 qam4
64422500002.238256 qam5
74502500001.938256 qam6
84662500001.438256 qam8
94742500001.238256 qam9
104822500001.438256 qam10
11490250000138256 qam11
124982500000.738256 qam12
13506250000038256 qam13
14514250000-0.538256 qam14
15522250000-1.237256 qam15
16530250000-1.737256 qam16
17538250000-237256 qam17
18546250000-2.237256 qam18
19554250000-2.237256 qam19
20562250000-1.937256 qam20
21570250000-1.537256 qam21
22578250000-1.538256 qam22
23586250000-1.438256 qam23
24594250000-1.537256 qam24



Downstream bonded channels

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

1Locked38.920367486
2Locked38.920847071
3Locked38.615847849
4Locked38.619007859
5Locked38.617407736
6Locked38.918897794
7Locked38.618257138
8Locked38.624597951
9Locked38.921947821
10Locked38.623477681
11Locked38.625507164
12Locked38.629687403
13Locked38.639107229
14Locked38.646887108
15Locked37.652336960
16Locked37.662406881
17Locked37.670986802
18Locked37.691566550
19Locked37.681967192
20Locked37.385075882
21Locked37.681575958
22Locked38.674615801
23Locked38.685075534
24Locked37.397707033

 

Upstream bonded channels

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

1325999443.525512064 qam3
2257998103.475512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

 

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Re: Ping spikes and packet loss

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
V0dea97109ea7aa00.cm



Primary Downstream Service Flow
SFID 7658
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0



Primary Upstream Service Flow
SFID 7657
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Network Log
Time Priority Description
11/12/2019 05:04:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2019 11:19:13 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2019 15:20:22 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2019 12:39:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2019 02:41:52 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2019 01:25:59 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2019 09:47:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2019 05:44:35 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 02:32:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 05:40:51 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2019 09:06:5 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2019 11:42:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2019 22:34:45 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2019 21:53:33 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2019 14:25:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 00:20:53 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 00:35:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2020 13:46:26 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2020 03:12:1 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2020 14:00:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


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Re: Ping spikes and packet loss

Hi ihatemornings, 

 

Welcome to the Community and thanks for getting in touch. 

 

Sorry to hear you are having this problem, I have taken a look from our side and can't see any problems from our side. Is this mainly when you are video calling? 

 

Do you upload/stream? If so do you experience any problems then?

 

Thanks 

 

 

Nat
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Re: Ping spikes and packet loss

Hi,

Thanks for the reply. I don’t do any upload/streaming, except as part of video calls. I usually use Zoom for video calls, occasionally Slack and Skype. I’ve seen the packet loss problem with all three.

The issue doesn’t just happen when I make video calls though – if I leave ping running for more than a few minutes it always shows a spike in ping times every minute or so and a chunk of lost packets every few minutes.

Ben

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Re: Ping spikes and packet loss

Thank you for getting back to me. 

 

To confirm, is this all happening when running the test though you phone?  Have checked the result from another device? 

 

Also, can you please make sure that all cables going in to the Hub and any other equipment are secure and undamaged. 

 

Thank you 

 

 

Nat
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Re: Ping spikes and packet loss

> To confirm, is this all happening when running the test though you phone? Have checked the result from another device? 

I'm not sure what this means. I'm using Zoom for video calls on a MacOS laptop.

I've checked and replaced all the cables, reset the router and the issues continue. Here's a screenshot of the stats from a video call I just finished:

screenshot.png

 

I was pinging google.co.uk at the same time as the call and although the packet loss was nowhere near as significant, it was still noticeable:

> --- google.co.uk ping statistics ---
> 440 packets transmitted, 435 packets received, 1.1% packet loss
> round-trip min/avg/max/stddev = 12.363/46.068/1411.625/122.649 ms

 

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Re: Ping spikes and packet loss

Thanks for your reply ihatemornings. 

 

I am sorry, I may have confused myself when reading your post. 

 

I have taken a look at your account from our side and everything looks good. Have you set up a broadband quality monitor in the past? 

 

Thanks 

 

 

Nat
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Re: Ping spikes and packet loss

Message for ihatemornings - do you want to post your current hub status again?  The first time you did it the downstream power levels looked very widely spread which is not a good thing, you only had two upstream channels instead of four, and even those two were bouncing along the very lower limit of acceptable power levels.

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