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Consistent packet loss leading to unusable connection

Hi, I consistently have 5-20% packet loss which renders my connection unusable for anything involving video as it frequently drops out and I must reconnect.  I am using a wired ethernet connection and I have set up a BQM at the link below to show the ping/packet loss.  When manually running packet loss tests the maximum ping is even higher (500ms+)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/265ee87e454d626b3a6dbf9c6e664df295... 

Please let me know if you can assist in any way, I have searched the forums for people with similar issues but all seem to have been resolved privately

Here are the router logs

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14190000002.238256 qam32
22030000004.538256 qam9
32110000004.138256 qam10
42190000003.938256 qam11
52270000003.538256 qam12
62350000002.738256 qam13
72430000002.238256 qam14
8251000000338256 qam15
92590000003.738256 qam16
102670000003.738256 qam17
112750000003.738256 qam18
12283000000438256 qam19
132910000004.138256 qam20
142990000004.438256 qam21
153070000004.138256 qam22
163150000004.138256 qam23
173230000004.138256 qam24
183630000003.938256 qam25
193710000003.238256 qam26
203790000002.738256 qam27
213870000002.738256 qam28
223950000002.538256 qam29
234030000002.438256 qam30
244110000002.438256 qam31



Downstream bonded channels

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

1Locked38.6400
2Locked38.6220
3Locked38.9270
4Locked38.9260
5Locked38.6250
6Locked38.9230
7Locked38.6310
8Locked38.6410
9Locked38.9320
10Locked38.9340
11Locked38.6250
12Locked38.6230
13Locked38.6340
14Locked38.6450
15Locked38.9520
16Locked38.6510
17Locked38.9140
18Locked38.9170
19Locked38.9520
20Locked38.6210
21Locked38.9380
22Locked38.9500
23Locked38.9470
24Locked38.6430

 

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

1394000004.025512064 qam10
2603000004.225512064 qam13
3537000004.175512064 qam12
4462000004.125512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Consistent packet loss leading to unusable connection

Network Log

Time Priority Description

31/08/2020 09:23:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 08:48:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 05:13:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 04:34:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 03:46:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 02:35:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 02:31:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 01:51:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 01:31:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 00:47:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 19:23:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 18:56:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 16:36:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 15:44:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 15:26:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 15:15:44Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 14:19:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 14:14:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 12:24:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 12:23:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 3 of 17
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Re: Consistent packet loss leading to unusable connection

Hello

All the stats from the hub all look well within the specs, your BQM is a mess from looking at this seems like a utilization issue due to the number of people using the internet.

I have escalated to the VM forum team, somebody will be along in this thread to resolve it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Consistent packet loss leading to unusable connection


@DJ_Shadow1966 wrote:

your BQM is a mess from looking at this seems like a utilization issue due to the number of people using the internet.

If it was a utilization issue the BQM would show fine after mid-night so maybe noise on the line.

Are you in router mode or modem mode?

 

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Message 5 of 17
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Re: Consistent packet loss leading to unusable connection

I am in router mode
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Message 6 of 17
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Re: Consistent packet loss leading to unusable connection

Just in case your being DoS change to modem mode with a PC and see how your ping is.

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Message 7 of 17
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Re: Consistent packet loss leading to unusable connection

IP address changed so I've set up a separate monitor, it'll take a little while to populate though:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c17935e5847471226af7b9318a1899f99...
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Re: Consistent packet loss leading to unusable connection

Be sure to allow inbound ICMP from remote IP 80.249.99.164 on the firewall.

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Re: Consistent packet loss leading to unusable connection

Done this, very preliminarily it seems to have improved things. What does this mean in real terms? What should my next steps be?
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Re: Consistent packet loss leading to unusable connection

So either in router mode your being DoS or a device you have is doing a DoS flooding your upstream.

you could go back to router mode and disable ping reply on the hub and run cmd ping -t 194.168.4.100 should you be getting DoS and the hub replying to any ping is giving you away as it has not firewall for ICMP by IP. No point for someone DoS you if they can't ping you.

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