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Very high latency + packet loss

Hi, My service is pretty much unusable for the past 10 days due to very high latency and high packet loss, pages are not loading correctly or being very delayed. I have found that VM service can be like this sometimes compared to services over openreach FTTC.

Recently however this has got out of hand, can anyone advise if my service is the problem or if this is a greater issue in my area perhaps?

I setup a BQM on Thinkbroadband as well to monitor. I am using the HUB3 in Modem mode.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b2db5b086afcd5cbba86db2ff299e89510... 

Modem stats

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
299000000
Locked
Ranged Upstream Channel (Hz)
60299976
Locked
Provisioning State
Online

 

Downstream bonded channels

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

12990000003.738256 qam21
21390000003.938256 qam1
31470000004.138256 qam2
41550000004.438256 qam3
51630000004.438256 qam4
61710000004.438256 qam5
71790000004.538256 qam6
81870000004.538256 qam7
91950000004.440256 qam8
102030000004.140256 qam9
112110000004.138256 qam10
122190000003.938256 qam11
132270000003.938256 qam12
142350000003.738256 qam13
152430000003.738256 qam14
162510000003.437256 qam15
172590000003.238256 qam16
182670000003.538256 qam17
192750000003.538256 qam18
202830000003.538256 qam19
212910000003.438256 qam20
223070000003.740256 qam22
233150000003.538256 qam23
243230000003.738256 qam24



Downstream bonded channels

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

1Locked38.650
2Locked38.600
3Locked38.900
4Locked38.900
5Locked38.900
6Locked38.900
7Locked38.900
8Locked38.900
9Locked40.300
10Locked40.340
11Locked38.950
12Locked38.900
13Locked38.940
14Locked38.600
15Locked38.900
16Locked37.300
17Locked38.900
18Locked38.960
19Locked38.950
20Locked38.950
21Locked38.900
22Locked40.340
23Locked38.900
24Locked38.950

 

I just reboot the modem before taking the logs also

Any help would be much appreciated

Thanks

 

Lithgow

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Re: Very high latency + packet loss

pstream bonded channels

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

1602999764.7512064 qam1
2393999374.55512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
xv9873254k;fg87dsfd;



Primary Downstream Service Flow

SFID29712
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID29711
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

08/02/2020 18:58:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:07:26criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2020 08:06:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2020 10:32:33noticeDHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2020 10:32:33ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2020 22:36:40ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2020 22:29:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2020 10:40:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2020 09:34:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2020 02:24:47noticeSW download Successful - Via NMS
29/01/2020 02:21:58noticeSW Download INIT - Via NMS
24/01/2020 21:30:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 10:49:11noticeDHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 10:49:11ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2020 07:27:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Very high latency + packet loss

Screenshot did not attach properly, any low levels of latency is when I moved traffic from VM to my home worker Openreach line b2db5b086afcd5cbba86db2ff299e895101d0151-09-02-2020.png

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Re: Very high latency + packet loss

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Re: Very high latency + packet loss

Hi,

Thanks for the reply, however on a reboot I get 4 upstream channels back and still have the same latency issues.

Following reboot earlier today

 

Upstream bonded channels

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

1602999764.7512064 qam1
2394000004.55512064 qam4
3462000004.7512064 qam3
4536999544.7512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



Thanks

Lithgow

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Re: Very high latency + packet loss

Hi LithgowWilson,

 

Sorry to see you've been having some trouble with latency and packetloss.

 

I've had a look at the hub and that all appears to be within Specifications we would expect.  

 

I've checked the network and although SNR has been a bit temperamental over the last few days, nothing is jumping out as a major cause for concern.

 

I've contacted the local team to get them to check things there end, to see if they can offer any advice/ diagnose further.

 

I'll get back to you as soon as I have an update 🙂

 

Alex_Rm

 

 

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Re: Very high latency + packet loss

Hi Alex,

Thanks for looking into this for me, so far there has been no change, if anything when there is packetloss it is worse than before and most websites never mind downloads are struggling to load.

Have you had any update, is this perhaps an area issue if my hub stats look ok?

Here is a snapshot from the last 24hours via BQM.

ec8d88f16fff37c60aac636fb65190d79a9faf06-12-02-2020.png

 

Thanks

 

Lithgow

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Re: Very high latency + packet loss

Thanks for coming back to us LithgowWilson, please leave this with me and I will get this chased up with the team and let you know of any updates as soon as I can.

 

Thanks

Steven_L

 

  

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Re: Very high latency + packet loss

Hi,

Can I have an update on this, my connection is seriously flaky at the moment, most pages fail to load and I keep having to retry. 

 

Thanks

Lithgow

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Re: Very high latency + packet loss

Hi,

Is there any update on this, I've had latency issues and packet loss now for around 3 weeks and the service is at the point of being nearly unusable, I am paying £100 a month for this service on your most expensive package, I would like this issue resolved as soon as possible.

Please provide an update.

 

Thanks

Lithgow

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