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Constant packet loss since Sunday

ZR_K
Joining in

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9866a51e3e0215dec029b24b2c034aadba... 

Hi,

I have been experiencing constant packet loss since Sunday as seen in the bqm. It has been causing issues to workflow/games as jitters and lag is happening constantly. I have tried basic troubleshooting, rebooting the router, changing the ethernet cable, checking the connection inside the house but to no avail. 

I would greatly appreciate if I get some urgent help on this.

Downstream bonded channels

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

11390000005.438256 qam1
21470000004.938256 qam2
31550000004.438256 qam3
41630000003.938256 qam4
51710000003.538256 qam5
61790000003.238256 qam6
7187000000338256 qam7
81950000002.738256 qam8
92030000002.438256 qam9
10211000000238256 qam10
11219000000238256 qam11
122270000001.938256 qam12
132350000001.738256 qam13
142430000001.538256 qam14
152510000001.538256 qam15
16259000000138256 qam16
172670000000.738256 qam17
182750000000.738256 qam18
19283000000138256 qam19
20291000000138256 qam20
212990000001.238256 qam21
223070000001.538256 qam22
233150000001.938256 qam23
24323000000238256 qam24



Downstream bonded channels

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

1Locked38.900
2Locked38.640
3Locked38.6190
4Locked38.600
5Locked38.960
6Locked38.640
7Locked38.660
8Locked38.960
9Locked38.6110
10Locked38.660
11Locked38.630
12Locked38.950
13Locked38.640
14Locked38.660
15Locked38.650
16Locked38.600
17Locked38.600
18Locked38.650
19Locked38.960
20Locked38.6100
21Locked38.960
22Locked38.630
23Locked38.660
24Locked38.650
3 REPLIES 3

ZR_K
Joining in

Upstream bonded channels

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

12360000041.5512016 qam10
24960000043512064 qam5
33660000042.5512064 qam7
43010000041.8512064 qam8
54310000043512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

Network Log

Time Priority Description

12/07/2023 18:48:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2023 14:06:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 23:45:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 21:39:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 20:43:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 20:43:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 20:43:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 18:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 17:48:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 10:55:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 10:41:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 03:38:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2023 03:37:53Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2023 18:44:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2023 14:09:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2023 11:59:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2023 11:47:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Hi ZR_K,

Thanks for your post, welcome! 😊

Sorry to see you've been affected quite a bit of packet loss. I've checked on our end and can see some inconsistencies in your power levels which will need putting right by a tech visit.

I've popped over a private message so I can take your details and get this arranged with you.

Thanks!

Beth

Beth_G
Forum Team
Forum Team

Hi Zi,

Thanks for replying to my PM

I've gone ahead and booked an engineer visit for you, to view or change the appointment time, you can manage your booking here.

I also just need to make you aware, that there may be a £25 charge for the appointment if:

The customer is not present for the technician visit (aka a missed appointment).
   The fault is due to customer's own equipment.
  The fault is due to damage caused by someone at the customer's premises which we were not aware of.
  The fault is due to theft, loss, or removal of equipment.

Let us know if you need anything else and how the visit goes.

Thanks!

Beth