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binginsin
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Atrocious packet loss after maintenance works

Hi,

Virgin media were doing some works in my area yesterday, today I got a message that works are completed and my network should be back to normal. But it definitely isn't, and the issue started a day before the works.

I only recently found out about BQM, and what I've seen on it so far is depressing.

My setup - using Hub 3.0 as a modem and a separate router.

I have tried 2 routers (TP-Link Archer C50 and Asus RT-AX82U) to no avail, so they are definitely not the problem.

I have restarted the hub multiple times without any positive effects.

Here is an ongoing monitor from BQM https://www.thinkbroadband.com/broadband/monitoring/quality/share/c5a06ff154938e297d84edbf744ef9c9e8...

As you can see, the packet loss is INSANE (swinging from 5-20%, never going below 5%). I literally cannot use the network connection for anything remotely important. Working from home is impossible.

Any help would be appreciated!

Note: I haven't used the reset pin yet, will give it a go, but I doubt it will fix the problem.

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binginsin
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Message 2 of 8
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Re: Atrocious packet loss after maintenance works

I have now used the reset pin, and eliminated routers all together (Hub 3.0 is in router mode).

I have also entered an IP address to BQM (was using a ddns previously).

The issue persists - packet loss is still atrocious.
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jbrennand
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Re: Atrocious packet loss after maintenance works

Worth trying  the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.  Just in case the work is still actually ongoing

Then lets see the new BQM for the Hub in router mode (different i.p. address).

Then post up the full Hub data as per...
________________________________-

  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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binginsin
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Re: Atrocious packet loss after maintenance works

The BQM is still the same BQM, I used the reset pin at around 3PM, you can see the 100% loss at that point.
The service checker says all is fine.

I did manage to find another service checker, at https://care.virginmedia.com/care/check-services ,which did indicate a problem and asked me to check back in 23 hours... But I'm not sure which service checker to trust. I will give the phone call a ring too, thanks.

Edit: rang the number, it said there is a problem and they are working to fix it. Thanks for providing the number!

Logs:

Downstream bonded channels

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

1331000000-2.938256 qam25
2203000000-1.236256 qam9
3211000000-0.736256 qam10
4219000000-1.736256 qam11
5227000000-2.536256 qam12
6235000000-2.736256 qam13
7243000000-2.236256 qam14
8251000000-2.736256 qam15
9259000000-3.536256 qam16
10267000000-3.436256 qam17
11275000000-336256 qam18
12283000000-2.737256 qam19
13291000000-337256 qam20
14299000000-2.737256 qam21
15307000000-2.737256 qam22
16315000000-2.737256 qam23
17323000000-2.938256 qam24
18339000000-2.738256 qam26
19347000000-338256 qam27
20355000000-2.938256 qam28
21363000000-2.738256 qam29
22371000000-2.738256 qam30
23379000000-3.538256 qam31
24387000000-4.438256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked36.6120
3Locked36.670
4Locked36.3110
5Locked36.380
6Locked36.300
7Locked36.340
8Locked36.3110
9Locked36.660
10Locked36.3170
11Locked36.670
12Locked37.300
13Locked37.660
14Locked37.360
15Locked37.640
16Locked37.650
17Locked38.650
18Locked38.960
19Locked38.900
20Locked38.970
21Locked38.950
22Locked38.940
23Locked38.92114
24Locked38.970

 

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binginsin
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Re: Atrocious packet loss after maintenance works

Upstream bonded channels

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

15370022452512016 qam2
26030003451512064 qam1
33940067850.8512016 qam4
44620022652512016 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA00150

Network Log

Time Priority Description

14/10/2021 16:24:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:26:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:15:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:15:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:11:5noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:36:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:00:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:48:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:42:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:39:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:36:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 07:57:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 06:21:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 05:27:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 05:19:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 00:28:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 22:02:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:57:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:47:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:38:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jpeg1
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Re: Atrocious packet loss after maintenance works

There's certainly a serious problem with the upstream settings.   If you still get the same figures after the area problem is fixed you will need a technician visit to correct it.

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Hayley_S
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Re: Atrocious packet loss after maintenance works

Hello @binginsin,

 

Welcome to the community, thanks for posting.

 

I am sorry for the issues with your broadband.

 

There is a known SNR outage in your area, an engineer is on their way to fix it asap - F009348881.

 

Many thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


Tudor
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Re: Atrocious packet loss after maintenance works

Always use this number, it’s gives a status of your location down to post code area. The status page only reports where 100’s even 1000’s of users are affected, it’s not very granular.

Check with Area faults on  0800 561 0061 or if you have a VM landline 150


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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