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dspadini
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Broadband issues: packet loss and high latency

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. 

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lotharmat
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Re: Broadband issues: packet loss and high latency

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).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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dspadini
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Re: Broadband issues: packet loss and high latency

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

1202750000-4.536256 qam9
2210750000-4.237256 qam10
3226750000-4.726256 qam12
4234750000-4.238256 qam13
5242750000-4.438256 qam14
6250750000-4.438256 qam15
7258750000-4.238256 qam16
8266750000-4.438256 qam17
9274750000-4.438256 qam18
10282750000-438256 qam19
11290750000-438256 qam20
12298750000-3.738256 qam21
13306750000-3.538256 qam22
14314750000-3.238256 qam23
15322750000-338256 qam24
16330750000-2.538256 qam25
17370750000-1.938256 qam26
18378750000-2.438256 qam27
19386750000-1.738256 qam28
20394750000-1.438256 qam29
21402750000-1.538256 qam30
22410750000-1.238256 qam31
23418750000-1.538256 qam32



Downstream bonded channels

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

1Locked36.311652
2Locked37.68721
3Locked26.84702485938871631
4Locked38.97227
5Locked38.6668
6Locked38.6903
7Locked38.610211
8Locked38.98612
9Locked38.63912
10Locked38.6373
11Locked38.6271
12Locked38.6341
13Locked38.9260
14Locked38.660
15Locked38.940
16Locked38.900
17Locked38.610
18Locked38.6141372
19Locked38.9180
20Locked38.9200
21Locked38.600
22Locked38.650
23Locked38.640

 

Upstream:

Upstream bonded channels

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

16030000051512064 qam1
23940000051512064 qam4
34620000051512064 qam3
45370000050.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

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dspadini
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Re: Broadband issues: packet loss and high latency

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

SFID46096
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID46095
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Time Priority Description

29/06/2021 11:33:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:33:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:32:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:32:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:32:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:32:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:31:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:31:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:30:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:29:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:29:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:29:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:29:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:28:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:28:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Re: Broadband issues: packet loss and high latency

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!



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Hub 3 - Modem Mode - TP-Link Archer C7

dspadini
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Re: Broadband issues: packet loss and high latency

Thank you so much! 

I will wait for them to contact me then 🙂 

Kind regards

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Sasha_W
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Re: Broadband issues: packet loss and high latency

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


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dspadini
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Re: Broadband issues: packet loss and high latency

Hi Sasha, thanks for reaching out.

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

Kind regards

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Sasha_W
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Re: Broadband issues: packet loss and high latency

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


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