Afternoon packet loss issues

[wassapp]

I am experiencing consistent packet loss issues on an afternoon and evening. I accept it's pretty standard (due to more people and neighbours being online) but it's getting to a stage where I'm having to cram work and calls into the morning as the afternoon is becoming unusable.

I use a Hub 3 in modem mode, 125mb which should be upgraded to 250 via 02 volt but virgin and O2 don't seem to be able to sort).

Here is yesterday's graph, I'd appreciate any ideas or feedback on how to improve things.

 

[jbrennand]

Lets see the hub connection data - an you do this...

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Carley_S]

Hi @wassapp 

Welcome to the community forums 

Sorry to hear you're having issues with your broadband during the afternoon's and evenings. 

I have taken a look at our side and can see some areas of concern that I have raised to the team to investigate further to see if this maybe causing your issue. 

Other than above there are no issues on your hub's spec and all look within good range. Are you able to provide a live link to your BQM this will help us to support further?

You also mention about VOLT benefits not being applied, does your online account show you that you're still on a M125 package? If not, and it does show a V250 package does your physical speed at the router not show speed within your minimum rage for 250mbps?

[wassapp]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/921e0a8d9dca834df0cb02131f9...

Here is the live BQM (I think). The VOLT issue was resolved by the customer team.

[wassapp]

Downstream bonded channels

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

1	331000000	1.9	40	256 qam	25
2	267000000	1.7	40	256 qam	17
3	275000000	1.5	40	256 qam	18
4	283000000	1.7	40	256 qam	19
5	291000000	1.5	40	256 qam	20
6	299000000	1.9	40	256 qam	21
7	307000000	2	43	256 qam	22
8	315000000	1.9	40	256 qam	23
9	323000000	1.9	40	256 qam	24
10	339000000	1.2	40	256 qam	26
11	347000000	1	40	256 qam	27
12	355000000	0.9	40	256 qam	28
13	363000000	0.9	40	256 qam	29
14	371000000	0.7	40	256 qam	30
15	379000000	0.7	40	256 qam	31
16	387000000	0.7	40	256 qam	32
17	395000000	0.5	40	256 qam	33
18	403000000	0.5	40	256 qam	34
19	411000000	0.7	40	256 qam	35
20	419000000	0.2	40	256 qam	36
21	427000000	0	40	256 qam	37
22	435000000	0.4	40	256 qam	38
23	443000000	0.4	40	256 qam	39
24	451000000	0.2	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.9	4	0
2	Locked	40.9	7	0
3	Locked	40.9	4	0
4	Locked	40.9	7	0
5	Locked	40.9	11	0
6	Locked	40.9	6	0
7	Locked	43.3	6	0
8	Locked	40.3	3	0
9	Locked	40.9	4	0
10	Locked	40.9	5	0
11	Locked	40.3	0	0
12	Locked	40.9	5	0
13	Locked	40.9	4	0
14	Locked	40.3	12	0
15	Locked	40.9	4	0
16	Locked	40.9	19	0
17	Locked	40.9	5	0
18	Locked	40.9	5	0
19	Locked	40.3	4	0
20	Locked	40.9	13	0
21	Locked	40.3	14	0
22	Locked	40.3	6	0
23	Locked	40.9	5	0
24	Locked	40.9	0	0

[wassapp]

Upstream bonded channels

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

1	36600017	41.8	5120	64 qam	11
2	23599986	40.3	5120	64 qam	13
3	30100000	41.8	5120	64 qam	12
4	43100009	41.8	5120	64 qam	10
5	49600000	41.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[wassapp]

Network Log

Time Priority Description

30/11/2023 20:39:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2023 20:39:20	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2023 18:12:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2023 16:22:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/11/2023 16:22:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2023 23:41:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2023 04:22:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2023 04:22:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2023 10:24:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2023 16:22:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2023 16:22:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2023 01:36:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 04:22:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 04:22:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2023 04:45:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 16:22:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 16:22:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2023 00:18:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2023 04:22:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2023 04:22:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[wassapp]

Hello John, sorry I missed this message.
Thanks very much for the advice.
I've done as you suggested. Is it just a case of wait and see what VM say now?

[Vikki_M]

Hi wassapp

Thank you for providing that. 

All the ranges on our side look okay but we will continue to monitor this. 

That BQM link doesn't take us to the live graph unfortunately.

Instructions for posting BQM Link:
 

• Under your BQM graph are two links in red.
   
• Click the lower link (Share Live Graph) then click generate.
   
• Copy the text in the Direct Link box, beware, there may be more text than you can see.
   
• On here click the Link icon (2 links chain to the left of the camera icon)
   
• In the URL box paste the link you copied and then click OK.
   

(This is the link you can hyperlink where it says broadband quality monitor - https://www.thinkbroadband.com/broadband/monitoring/quality)
Looking forward to your reply so we can help.