29-06-2021 10:21 - edited 29-06-2021 10:38
Hi all,
since a couple of weeks ago I am having a packet loss at around 10% constantly, and high latency.
I setup a https://www.thinkbroadband.com/ account and the result is horrible:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/694f4e3e70868d3486e90b136ce7918fbfca3a7f-29-06-2021
I checked VM and it says in my area there aren't any problems.
I opened a ticket with them and they replied: "In this instance, advise you to contact our faults management centre if the issue persists so that we can perform diagnostics and fix the issue."
Of course, they didn't attach a phone number/email so I don't know how to proceed.
By checking another post (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/How-can-I-report-a-broadband-fault/...), they suggest to post in this group.
What do you think could be the problem?
I already restarted my Hub 3, my router, disconnected everything, etc.
on 29-06-2021 11:20
on 29-06-2021 11:34
Status:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 202750000 | Locked |
Ranged Upstream Channel (Hz) | 60300000 | Locked |
Provisioning State | Online |
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | -4.5 | 36 | 256 qam | 9 |
2 | 210750000 | -4.2 | 37 | 256 qam | 10 |
3 | 226750000 | -4.7 | 26 | 256 qam | 12 |
4 | 234750000 | -4.2 | 38 | 256 qam | 13 |
5 | 242750000 | -4.4 | 38 | 256 qam | 14 |
6 | 250750000 | -4.4 | 38 | 256 qam | 15 |
7 | 258750000 | -4.2 | 38 | 256 qam | 16 |
8 | 266750000 | -4.4 | 38 | 256 qam | 17 |
9 | 274750000 | -4.4 | 38 | 256 qam | 18 |
10 | 282750000 | -4 | 38 | 256 qam | 19 |
11 | 290750000 | -4 | 38 | 256 qam | 20 |
12 | 298750000 | -3.7 | 38 | 256 qam | 21 |
13 | 306750000 | -3.5 | 38 | 256 qam | 22 |
14 | 314750000 | -3.2 | 38 | 256 qam | 23 |
15 | 322750000 | -3 | 38 | 256 qam | 24 |
16 | 330750000 | -2.5 | 38 | 256 qam | 25 |
17 | 370750000 | -1.9 | 38 | 256 qam | 26 |
18 | 378750000 | -2.4 | 38 | 256 qam | 27 |
19 | 386750000 | -1.7 | 38 | 256 qam | 28 |
20 | 394750000 | -1.4 | 38 | 256 qam | 29 |
21 | 402750000 | -1.5 | 38 | 256 qam | 30 |
22 | 410750000 | -1.2 | 38 | 256 qam | 31 |
23 | 418750000 | -1.5 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 116 | 52 |
2 | Locked | 37.6 | 87 | 21 |
3 | Locked | 26.8 | 47024859 | 38871631 |
4 | Locked | 38.9 | 72 | 27 |
5 | Locked | 38.6 | 66 | 8 |
6 | Locked | 38.6 | 90 | 3 |
7 | Locked | 38.6 | 102 | 11 |
8 | Locked | 38.9 | 86 | 12 |
9 | Locked | 38.6 | 39 | 12 |
10 | Locked | 38.6 | 37 | 3 |
11 | Locked | 38.6 | 27 | 1 |
12 | Locked | 38.6 | 34 | 1 |
13 | Locked | 38.9 | 26 | 0 |
14 | Locked | 38.6 | 6 | 0 |
15 | Locked | 38.9 | 4 | 0 |
16 | Locked | 38.9 | 0 | 0 |
17 | Locked | 38.6 | 1 | 0 |
18 | Locked | 38.6 | 14 | 1372 |
19 | Locked | 38.9 | 18 | 0 |
20 | Locked | 38.9 | 20 | 0 |
21 | Locked | 38.6 | 0 | 0 |
22 | Locked | 38.6 | 5 | 0 |
23 | Locked | 38.6 | 4 | 0 |
Upstream:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 51 | 5120 | 64 qam | 1 |
2 | 39400000 | 51 | 5120 | 64 qam | 4 |
3 | 46200000 | 51 | 5120 | 64 qam | 3 |
4 | 53700000 | 50.3 | 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 |
on 29-06-2021 11:35
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062+voc-b.cm |
Primary Downstream Service Flow
SFID | 46096 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 46095 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Time Priority Description
29/06/2021 11:33:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:33:36 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:32:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:32:39 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:32:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:32:16 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:31:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:31:25 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:51 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:28 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:30:11 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:29:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:29:34 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:29:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:29:12 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:28:18 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:28:15 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 29-06-2021 11:37
on 29-06-2021 11:42
Thank you so much!
I will wait for them to contact me then 🙂
Kind regards
on 01-07-2021 10:27
Hi @dspadini,
Welcome to the forum page and thanks for posting this on here.
Sorry to hear you're having some issues, but from looking at your account it does look like you have spoken to our team recently to arrange an engineer, can I just confirm is everything all sorted for you or do you need our assistance today?
More than happy to help if so, but please do let us know 🙂
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 01-07-2021 10:31
Hi Sasha, thanks for reaching out.
Yes, the engineer will come tomorrow to have a look! Hopefully it will be solved then 🙂
Kind regards
on 01-07-2021 10:36
That's great to hear, thanks so much for letting us know!
Please do keep us updated!
Have a fab day!
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide