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angusb143
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Recent packet loss - M500

Hi everyone!

At some point within the last two weeks I woke up and suddenly was experiencing some insane packet loss whilst gaming. It occurs across every game so I can only imagine it's a virgin issue. 

I've gone through some other packet loss posts but didn't really get an answer but I saw most people attached a thinkbroadband graph, so I've attached that below. I've also attached a video of what it looks like in game. 

Any help would be appreciated! 

(In game there's a graph too and it usually shows it spiking to 100% and happens every 10 seconds or so, it's completely unplayable)



DCh1HD9


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Adduxi
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Message 2 of 12
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Re: Recent packet loss - M500

Yes, bad packet loss and one for a VM technician to fix.

In the meantime, try checking with Area faults on 0800 561 0061 or if you have a VM landline 150

You can phone in the fault, or wait here a day or two for a VM Mod to pick this up.

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angusb143
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Re: Recent packet loss - M500

Thank you for the response! 

Just gonna add the logs from the status page for if/when a VM mod comes to the post!

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

3.0 Downstream channels

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

14110000007.539QAM2561
24190000007.540.9QAM2562
34270000008.139QAM2563
44350000008.439QAM2564
54430000007.639QAM2565
6451000000739QAM2566
7459000000739QAM2567
84670000007.840.4QAM2568
94750000007.139QAM2569
104830000006.939QAM25610
114910000006.739QAM25611
124990000006.939QAM25612
135070000006.439QAM25613
145150000006.238.6QAM25614
155230000006.239QAM25615
165310000006.639QAM25616
175390000006.540.4QAM25617
185470000006.539QAM25618
195550000006.339QAM25619
205630000006.340.4QAM25620
215710000006.439QAM25621
225790000006.140.4QAM25622
235870000005.839QAM25623
245950000005.639QAM25624
256030000005.339QAM25625
266110000005.639QAM25626
276190000005.739QAM25627
286270000005.639QAM25628
296350000005.739QAM25629
306430000005.639QAM25630
316510000005.439QAM25631

 

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angusb143
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Re: Recent packet loss - M500

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.983261 0 0
2 Locked 40.946209 0 0
3 Locked 38.983261 0 0
4 Locked 38.983261 0 0
5 Locked 38.983261 0 0
6 Locked 38.983261 0 0
7 Locked 38.983261 0 0
8 Locked 40.366287 0 0
9 Locked 38.983261 0 0
10 Locked 38.983261 0 0
11 Locked 38.983261 0 0
12 Locked 38.983261 0 0
13 Locked 38.983261 0 0
14 Locked 38.605377 0 0
15 Locked 38.983261 0 0
16 Locked 38.983261 0 0
17 Locked 40.366287 0 0
18 Locked 38.983261 0 0
19 Locked 38.983261 0 0
20 Locked 40.366287 0 0
21 Locked 38.983261 0 0
22 Locked 40.366287 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
25 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.983261 0 0
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angusb143
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Re: Recent packet loss - M500

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33964K1880QAM4096728



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33Locked402.51798640361043
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angusb143
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Re: Recent packet loss - M500

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000039.55120 KSym/sec64QAM1
25370000039.55120 KSym/sec64QAM2
34620000039.55120 KSym/sec64QAM3
43940000040.35120 KSym/sec64QAM4


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0061
2US_TYPE_STDMA0080
3US_TYPE_STDMA00120
4US_TYPE_STDMA0052
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angusb143
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Message 7 of 12
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Re: Recent packet loss - M500

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt053-b.cm



Primary Downstream Service Flow

SFID
39336
Max Traffic Rate
575000000
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
39335
Max Traffic Rate
38520000
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort
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Adduxi
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Message 8 of 12
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Re: Recent packet loss - M500

Those stats are not too bad, apart from the Uncorrectables on your 3.1 Channel and the high number of T3's.  These could be historic and VM will ask you to reboot your Hub to zero the stats and monitor from there.

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angusb143
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Message 9 of 12
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Re: Recent packet loss - M500

Ah I see, thank you.

Should I still wait a few days for a VM mod to comment or would I be better off just ringing in? 🙂
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John_GS
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Message 10 of 12
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Re: Recent packet loss - M500

Hi @angusb143

Thanks for posting and welcome to the community. Sorry to hear of the service issues. I've had a system check today and can see there are a few downstream channels out of spec. 

This will need a service technician visit to the property.

I'll send you a PM now to assist further.

Best,

John_GS
Forum Team


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