Unstable ping/latency & packet loss

[mrBi0]

Hi,

Like quite a few others, over the past few months my Gig1 connection has been suffering from periods of high latency & packet loss.  This doesn't really affect streaming, web browsing etc, but it totally kills any kind of competitive gaming.

I've tried factory resetting the router, reseating connections etc.  Nothing's worked.  Does anyone have any advice?

Todays graph so far:

Yesterday:

Saturday:

Some stats...

Item Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	6
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

25	331000000	-6.599998	35.779911	QAM256	25
1	139000000	-6.099998	35.595078	QAM256	1
2	147000000	-6.500000	35.595078	QAM256	2
3	155000000	-6.700001	35.595078	QAM256	3
4	163000000	-6.799999	35.595078	QAM256	4
5	171000000	-6.799999	35.595078	QAM256	5
6	179000000	-6.700001	35.595078	QAM256	6
7	187000000	-6.400002	35.595078	QAM256	7
8	195000000	-6.299999	35.779911	QAM256	8
9	203000000	-6.099998	35.779911	QAM256	9
10	211000000	-5.799999	35.779911	QAM256	10
11	219000000	-5.700001	35.595078	QAM256	11
12	227000000	-5.400002	35.779911	QAM256	12
13	235000000	-5.299999	35.779911	QAM256	13
14	243000000	-5.200001	36.386890	QAM256	14
15	251000000	-5.200001	35.779911	QAM256	15
16	259000000	-5.099998	35.779911	QAM256	16
17	267000000	-5.400002	35.779911	QAM256	17
18	275000000	-5.599998	35.595078	QAM256	18
19	283000000	-5.900002	35.779911	QAM256	19
20	291000000	-6.000000	35.779911	QAM256	20
21	299000000	-5.599998	35.779911	QAM256	21
22	307000000	-5.700001	35.595078	QAM256	22
23	315000000	-6.000000	35.779911	QAM256	23
24	323000000	-6.400002	35.779911	QAM256	24
26	339000000	-6.599998	35.779911	QAM256	26
27	347000000	-6.500000	35.779911	QAM256	27
28	355000000	-6.500000	35.779911	QAM256	28
29	363000000	-6.400002	36.386890	QAM256	29
30	371000000	-6.299999	36.386890	QAM256	30
31	379000000	-6.299999	36.386890	QAM256	31

[mrBi0]

3.0 Downstream channels

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

25	Locked	35.779911	0	0
1	Locked	35.595078	0	0
2	Locked	35.595078	0	0
3	Locked	35.595078	0	0
4	Locked	35.595078	0	0
5	Locked	35.595078	0	0
6	Locked	35.595078	0	0
7	Locked	35.595078	0	0
8	Locked	35.779911	0	0
9	Locked	35.779911	0	0
10	Locked	35.779911	0	0
11	Locked	35.595078	0	0
12	Locked	35.779911	0	0
13	Locked	35.779911	0	0
14	Locked	36.386890	0	0
15	Locked	35.779911	0	0
16	Locked	35.779911	0	0
17	Locked	35.779911	0	0
18	Locked	35.595078	0	0
19	Locked	35.779911	0	0
20	Locked	35.779911	0	0
21	Locked	35.779911	0	0
22	Locked	35.595078	0	0
23	Locked	35.779911	0	0
24	Locked	35.779911	0	0
26	Locked	35.779911	0	0
27	Locked	35.779911	0	0
28	Locked	35.779911	0	0
29	Locked	36.386890	0	0
30	Locked	36.386890	0	0
31	Locked	36.386890	0	0

3.1 Downstream channels

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

33

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

33

Locked

40

-3.5

1771804992

10190

[mrBi0]

3.0 Upstream channels

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

1	39400000	34.770599	5120 KSym/sec	64QAM	4
2	23600000	35.770599	5120 KSym/sec	64QAM	10
3	32600000	35.270599	5120 KSym/sec	64QAM	9
4	46200000	34.270599	5120 KSym/sec	64QAM	3
5	53700000	34.270599	5120 KSym/sec	64QAM	2
6	60300000	34.770599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0
6	US_TYPE_ATDMA	0	0	0	0

Network Log

Time Priority Description

Mon Jul 22	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 21	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 18	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 15	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 15	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 12	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jul	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jul	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[smithy01793]

On your downstream power levels. Are they always around  - 6.5. Also are you using a hub5. 

If so that is the very bottom end of what VM Deam to be in the exceptable range.

-7 to +10.

Also as you can see from the quality monitors there is clearly a problem bud. 

Get a VM tech out to level out your power levels firstly and go from there. 

[mrBi0]

Yeah, it's a Hub 5 connected to a TV/broadband splitter, which then goes through 2 attenuators (3dB & 6dB) before connecting to the FTTP>coax box on my living room wall.

[mrBi0]

I've removed the 6dB attenuator and now my power levels are a few decimals either side of 0...

3.0 Downstream channels

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

25	331000000	-0.599998	36.386890	QAM256	25
1	139000000	-0.299999	35.779911	QAM256	1
2	147000000	-0.599998	35.779911	QAM256	2
3	155000000	-0.799999	35.779911	QAM256	3
4	163000000	-0.799999	35.779911	QAM256	4
5	171000000	-0.900002	35.595078	QAM256	5
7	187000000	-0.599998	35.779911	QAM256	7
8	195000000	-0.500000	35.779911	QAM256	8
9	203000000	-0.200001	35.779911	QAM256	9
10	211000000	0.200001	36.386890	QAM256	10
11	219000000	0.299999	36.386890	QAM256	11
12	227000000	0.500000	36.386890	QAM256	12
13	235000000	0.700001	36.386890	QAM256	13
14	243000000	0.799999	36.386890	QAM256	14
15	251000000	0.700001	36.386890	QAM256	15
16	259000000	0.799999	36.609653	QAM256	16
17	267000000	0.599998	36.386890	QAM256	17
18	275000000	0.200001	36.609653	QAM256	18
19	283000000	0.000000	36.609653	QAM256	19
20	291000000	0.000000	36.386890	QAM256	20
21	299000000	0.400002	36.386890	QAM256	21
22	307000000	0.099998	36.386890	QAM256	22
23	315000000	0.000000	36.609653	QAM256	23
24	323000000	-0.299999	36.386890	QAM256	24
26	339000000	-0.700001	36.609653	QAM256	26
27	347000000	-0.500000	36.386890	QAM256	27
28	355000000	-0.500000	36.609653	QAM256	28
29	363000000	-0.400002	36.609653	QAM256	29
30	371000000	-0.400002	36.386890	QAM256	30
31	379000000	-0.299999	36.386890	QAM256	31
32	387000000	-0.200001	36.609653	QAM256	32

3.0 Downstream channels

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

25	Locked	36.386890	0	0
1	Locked	35.779911	0	0
2	Locked	35.779911	0	0
3	Locked	35.779911	0	0
4	Locked	35.779911	0	0
5	Locked	35.595078	0	0
7	Locked	35.779911	0	0
8	Locked	35.779911	0	0
9	Locked	35.779911	0	0
10	Locked	36.386890	0	0
11	Locked	36.386890	0	0
12	Locked	36.386890	0	0
13	Locked	36.386890	0	0
14	Locked	36.386890	0	0
15	Locked	36.386890	0	0
16	Locked	36.609653	0	0
17	Locked	36.386890	0	0
18	Locked	36.609653	0	0
19	Locked	36.609653	0	0
20	Locked	36.386890	0	0
21	Locked	36.386890	0	0
22	Locked	36.386890	0	0
23	Locked	36.609653	0	0
24	Locked	36.386890	0	0
26	Locked	36.609653	0	0
27	Locked	36.386890	0	0
28	Locked	36.609653	0	0
29	Locked	36.609653	0	0
30	Locked	36.386890	0	0
31	Locked	36.386890	0	0
32	Locked	36.609653	0	0

3.1 Downstream channels

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

33

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

33

Locked

40

2.4

14721237

0

[mrBi0]

3.0 Upstream channels

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

1	39400000	28.520599	5120 KSym/sec	64QAM	4
2	23600000	29.520599	5120 KSym/sec	64QAM	10
3	32600000	29.020599	5120 KSym/sec	64QAM	9
4	46200000	28.270599	5120 KSym/sec	64QAM	3
5	53700000	28.270599	5120 KSym/sec	64QAM	2
6	60300000	28.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0
6	US_TYPE_ATDMA	0	0	0	0

[mrBi0]

Doesn't look like it's made any difference...

 

[Ayisha_B]

Hi @mrBi0 👋

Welcome back to our Community Forums and thanks for your post.

I am sorry for the issues with your Broadband. I can appreciate this isn't ideal.

I've ran some checks for you and I can see there is a uptime issue. Your Hub hasn't been rebooted in 21 days. 

Although designed to be constantly powered on, the device can go stale over time. 

Please reboot the router and let us know if this helps with the connection 🙂

[mrBi0]

Thanks for getting back to me.  The last reboot you have logged co-incides with me factory-resetting the router in an effort to resolve this issue.  It didn't help.

I've rebooted the router again and will post an update in a day or so with results...