Atrocious packet loss after maintenance works

[binginsin]

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.

[binginsin]

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.

[jbrennand · Accepted solution]

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

[binginsin]

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

1	331000000	-2.9	38	256 qam	25
2	203000000	-1.2	36	256 qam	9
3	211000000	-0.7	36	256 qam	10
4	219000000	-1.7	36	256 qam	11
5	227000000	-2.5	36	256 qam	12
6	235000000	-2.7	36	256 qam	13
7	243000000	-2.2	36	256 qam	14
8	251000000	-2.7	36	256 qam	15
9	259000000	-3.5	36	256 qam	16
10	267000000	-3.4	36	256 qam	17
11	275000000	-3	36	256 qam	18
12	283000000	-2.7	37	256 qam	19
13	291000000	-3	37	256 qam	20
14	299000000	-2.7	37	256 qam	21
15	307000000	-2.7	37	256 qam	22
16	315000000	-2.7	37	256 qam	23
17	323000000	-2.9	38	256 qam	24
18	339000000	-2.7	38	256 qam	26
19	347000000	-3	38	256 qam	27
20	355000000	-2.9	38	256 qam	28
21	363000000	-2.7	38	256 qam	29
22	371000000	-2.7	38	256 qam	30
23	379000000	-3.5	38	256 qam	31
24	387000000	-4.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	5	0
2	Locked	36.6	12	0
3	Locked	36.6	7	0
4	Locked	36.3	11	0
5	Locked	36.3	8	0
6	Locked	36.3	0	0
7	Locked	36.3	4	0
8	Locked	36.3	11	0
9	Locked	36.6	6	0
10	Locked	36.3	17	0
11	Locked	36.6	7	0
12	Locked	37.3	0	0
13	Locked	37.6	6	0
14	Locked	37.3	6	0
15	Locked	37.6	4	0
16	Locked	37.6	5	0
17	Locked	38.6	5	0
18	Locked	38.9	6	0
19	Locked	38.9	0	0
20	Locked	38.9	7	0
21	Locked	38.9	5	0
22	Locked	38.9	4	0
23	Locked	38.9	21	14
24	Locked	38.9	7	0

[binginsin]

Upstream bonded channels

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

1	53700224	52	5120	16 qam	2
2	60300034	51	5120	64 qam	1
3	39400678	50.8	5120	16 qam	4
4	46200226	52	5120	16 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	15	0

Network Log

Time Priority Description

14/10/2021 16:24:41	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:26:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:15:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:15:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 15:11:5	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:36:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:00:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:48:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:42:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:39:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:36:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 07:57:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 06:21:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 05:27:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 05:19:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 00:28:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 22:02:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:57:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:47:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 20:38:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jpeg1]

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.

[Hayley_S]

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,

[Tudor]

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