Broadband issues: packet loss and high latency

[dspadini]

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. 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[dspadini]

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

[dspadini]

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;

[lotharmat]

Upstream power is too high and looks like some serious noise ingress on some downstream channels!

I'd say it needs an engineer to fix!

VM Should pick this up shortly!

[dspadini]

Thank you so much! 

I will wait for them to contact me then 🙂 

Kind regards

[Sasha_W]

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 

[dspadini]

Hi Sasha, thanks for reaching out.

Yes, the engineer will come tomorrow to have a look! Hopefully it will be solved then 🙂 

Kind regards

[Sasha_W]

That's great to hear, thanks so much for letting us know! 

Please do keep us updated! 

Have a fab day! 

Thanks