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Broadband intermittent - lots of packet loss

Hi 

I am in the Edinburgh area and trying to work from home.

For the last two days the packet loss has meant I am constantly getting kicked out from Skype and any other form of comms - including Slack, Teams and even Discord...

I've checked my system - connected directly to the HUB3 and rebooted everything multiple times.

I've been running pingplotter and seeing lots of dropped packets within the Virgin network .

Can anyone help ?

 

Thanks

Phil

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Re: Broadband intermittent - lots of packet loss

Post the Network, Upstream and Downstream logs from the hub admin pages.

Also setup a BQM monitor. 


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Re: Broadband intermittent - lots of packet loss

Hi,

Thanks for responding.

Info listed below. Please note that my connection OUT appears fine - however I am seeing lots of packet loss in the Virgin network. It would be fine for browsing and perhaps annoying for streaming - but for working  it is not fit for purpose.

- see the Pingplotter graph

PhilHoosHill_0-1604591394931.png

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Anbd Re: Broadband intermittent - lots of packet loss

 

BQM Link BQM graph - (the outage today was the reboot of the modem)

LOGS: 

Network:

Time

Priority

Description

03/11/2020 03:37:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:37:51

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:36:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:36:12

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:35:9

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:35:8

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:34:10

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:34:9

Warning!

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:32:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:16:1

critical

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=3.0;

03/11/2020 03:15:13

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:15:9

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:15:9

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:15:9

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:15:8

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:10:35

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:09:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:08:35

critical

DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 03:07:14

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/11/2020 02:57:27

critical

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=3.0;

 

Upstream:

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

44.5

5120

64 qam

4

2

32599976

44.5

5120

64 qam

5

3

46200004

44.5

5120

64 qam

3

4

53700034

46

5120

64 qam

2

 

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

 

Downstream:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

411000000

-6.5

37

256 qam

31

2

203000000

-2.4

37

256 qam

9

3

211000000

-2.5

37

256 qam

10

4

219000000

-2.7

37

256 qam

11

5

227000000

-3.2

37

256 qam

12

6

235000000

-3.7

37

256 qam

13

7

243000000

-4.4

36

256 qam

14

8

251000000

-4.7

36

256 qam

15

9

259000000

-5.2

36

256 qam

16

10

267000000

-5.4

36

256 qam

17

11

275000000

-5.4

36

256 qam

18

12

283000000

-5.4

37

256 qam

19

13

291000000

-5.2

37

256 qam

20

14

299000000

-4.7

36

256 qam

21

15

307000000

-4.9

37

256 qam

22

16

315000000

-4.7

37

256 qam

23

17

323000000

-4.5

37

256 qam

24

18

363000000

-5

37

256 qam

25

19

371000000

-5

37

256 qam

26

20

379000000

-4.9

37

256 qam

27

21

387000000

-5.2

37

256 qam

28

22

395000000

-5.5

37

256 qam

29

23

403000000

-6.2

37

256 qam

30

24

419000000

-6.4

37

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

8

0

2

Locked

37.3

5

0

3

Locked

37.3

19

0

4

Locked

37.6

22

0

5

Locked

37.3

21

0

6

Locked

37.3

21

0

7

Locked

36.6

12

0

8

Locked

36.6

8

0

9

Locked

36.6

23

0

10

Locked

36.6

10

0

11

Locked

36.6

8

0

12

Locked

37.3

12

0

13

Locked

37.3

13

0

14

Locked

36.6

25

0

15

Locked

37.3

26

0

16

Locked

37.3

20

0

17

Locked

37.3

3

0

18

Locked

37.3

1

0

19

Locked

37.3

7

0

20

Locked

37.6

8

0

21

Locked

37.3

23

0

22

Locked

37.3

17

0

23

Locked

37.6

8

0

24

Locked

37.3

7

0

 

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Message 5 of 15
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Re: Anbd Re: Broadband intermittent - lots of packet loss

Your downstream levels are too low. Is there an attenuator fitted to the back of the hub?


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Re: Anbd Re: Broadband intermittent - lots of packet loss

hi 

 

Yes there is an attenuator fitted...

Is there something I should do to check it?

 

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Message 7 of 15
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Re: Anbd Re: Broadband intermittent - lots of packet loss

Power off the hub and remove the attenuator.

Power the hub back on, give it a few minutes to settle then post the stats back again please. 


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Re: Anbd Re: Broadband intermittent - lots of packet loss

Hi,

Attenuator removed as requested and updated stats below

     
Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)Modulation
13940000744.5512064 qam
24619999144.5512064 qam
35370000744.5512064 qam
46030003446512064 qam
     
     
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 Timeouts
1ATDMA000
2ATDMA000
3ATDMA000
4ATDMA000
     
     
     
Downstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)SNR (dB)Modulation
1411000000-637256 qam
2203000000-237256 qam
3211000000-2.237256 qam
4219000000-2.437256 qam
5227000000-2.937256 qam
6235000000-3.437256 qam
7243000000-437256 qam
8251000000-4.536256 qam
9259000000-536256 qam
10267000000-537256 qam
11275000000-537256 qam
12283000000-537256 qam
13291000000-4.937256 qam
14299000000-4.537256 qam
15307000000-4.537256 qam
16315000000-4.237256 qam
17323000000-4.237256 qam
18363000000-4.737256 qam
19371000000-4.537256 qam
20379000000-4.537256 qam
21387000000-4.737256 qam
22395000000-5.237256 qam
23403000000-5.737256 qam
24419000000-637256 qam
     
     
Downstream bonded channels    
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked37.600
2Locked37.360
3Locked37.350
4Locked37.6160
5Locked37.660
6Locked37.350
7Locked37.300
8Locked36.660
9Locked36.600
10Locked37.350
11Locked37.330
12Locked37.360
13Locked37.3120
14Locked37.320
15Locked37.360
16Locked37.650
17Locked37.300
18Locked37.660
19Locked37.350
20Locked37.650
21Locked37.6120
22Locked37.360
23Locked37.300
24Locked37.350
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Message 9 of 15
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Re: Anbd Re: Broadband intermittent - lots of packet loss

Are you sure the attenuator has been removed? Your levels are still reading the same and I would have expected them to have increased. 


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Message 10 of 15
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Re: Anbd Re: Broadband intermittent - lots of packet loss

Hi,

The attenuator has been completely removed - it was on a small cable approx 30cm in length and had an in-line cylinder. I've now attached the cable - without the attenuator directly into the back of the modem.

The difference is tiny - less 10% when I ran the figures thro excel (-113 vs -105) in total and average has moved from -4.7 to -4.4

Any ideas of anything else I can try ?

 

 

 

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