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S7771
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Message 11 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi Paulina,

Many thanks for your reply and your helpful advice.

To answer some of your questions.

  • The packet loss is detected at a router level so it affects both wireless and wired devices.
  • I have previously ran connection tests and they dont reveal anything.
  • Yes, my SuperHub is in Modem mode as i use my own router.

I would like to avoid switching the SuperHub back to router mode as it will wreck havoc on my home network devices. Besides, from the logs its quite clear it is something upsteam of the modem and not my router? See the SuperHub log entry below and packet loss detected on my PFSENSE box and BQM.(note that the time on superhub is 1 hour behind)

21/06/2021 03:15:25criticalNo Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 02:58:24Warning!RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

S7771_0-1624273279418.pngS7771_1-1624273373498.png

 

I've also seen T3 timeouts since clearing them on Friday as suggested by @iotharmat

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0020
4ATDMA0010

 

Hope anyone can advise. Thanks.

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Paulina_Z
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Message 12 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi @S7771,

 

Thank you for getting back to us and for providing further information.

 

I understand that this is a frustrating process, however, I cannot see any power level issues on our live system.

 

In order to have this issue looked at further, I would advise you switch over to router mode for the next 24 hours after which we can run further checks and diagnostics on our systems. 

 

We cannot run accurate tests on a Modem Mode connection unfortunately as our systems do not support third party equipment.

 

Thank you.

Paulina_Z
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S7771
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Message 13 of 27
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Re: Daily Packet Loss (possibly heat related?)

Ok, i have switched to routing via the SuperHub 😞

Can i kindly point out that this is a intermittent issue. I shall leave it for 24H and then switch back as soon as i can.

Thanks.

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Paulina_Z
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Message 14 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi @S7771,

 

Thank you for keeping me updated on this issue.

 

Please get back to us after the 24 hours have passed and I will be able to run some further tests on your equipment.

 

Please keep the equipment in router mode while we check your connection to ensure the best result.

 

Thank you!

Paulina_Z
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S7771
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Message 15 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi Paulina,

I have left it in router mode over night and the issue still persists, if not worse. If you look at the BQM the moment i switch to the SuperHub i get higher min/max/avg pings.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/545ab7f4d0128bbdb98c026b285669df07582bce

I have also seen T3 timeouts and PastRS errors. Clearly the issue still occurs. Whilst still in router mode can you please carry out your advanced level tests and please arrange for a engineer to visit. I wish to switch back to my own router ASAP.

Downstream bonded channels

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

1331000000540256 qam25
22670000002.540256 qam17
32750000002.540256 qam18
42830000003.940256 qam19
52910000004.540256 qam20
62990000004.940256 qam21
7307000000540256 qam22
83150000004.940256 qam23
93230000004.940256 qam24
103390000005.140256 qam26
113470000004.940256 qam27
12355000000540256 qam28
133630000005.140256 qam29
143710000005.340256 qam30
153790000004.840256 qam31
163870000004.643256 qam32
173950000004.140256 qam33
184030000003.740256 qam34
194110000003.240256 qam35
204190000003.540256 qam36
214270000003.540256 qam37
224350000003.540256 qam38
234430000003.440256 qam39
244510000003.540256 qam40



Downstream bonded channels

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

1Locked40.980
2Locked40.3110
3Locked40.360
4Locked40.380
5Locked40.970
6Locked40.9100
7Locked40.970
8Locked40.3110
9Locked40.9100
10Locked40.970
11Locked40.9100
12Locked40.3190
13Locked40.9149
14Locked40.9196
15Locked40.9160
16Locked43.3110
17Locked40.9300
18Locked40.3250
19Locked40.9280
20Locked40.990
21Locked40.9140
22Locked40.9180
23Locked40.9250
24Locked40.3120

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0030
3ATDMA0010
4ATDMA0000

 

Regards,

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Gareth_L
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Message 16 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hello S7771

Thankyou very much for that reply 

I have had a look and I think its best that we arranged for an engineer to come out 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_

 

S7771
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Message 17 of 27
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Re: Daily Packet Loss (possibly heat related?)

Just for record keeping. Since i rebooted Yesterday the number of postRS errors have increased a lot.

Downstream bonded channels

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

1Locked40.9194324
2Locked40.9438330
3Locked40.3422303
4Locked40.3321316
5Locked40.9258298
6Locked40.9281339
7Locked40.9250374
8Locked40.9227292
9Locked40.9204373
10Locked40.9211355
11Locked40.3197289
12Locked40.9219274
13Locked40.9179518
14Locked40.3191345
15Locked40.9187423
16Locked40.9166428
17Locked40.9214481
18Locked40.9170378
19Locked40.9160352
20Locked40.9137595
21Locked40.9133523
22Locked40.3156383
23Locked40.9127326
24Locked40.3107470

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0060
3ATDMA0030
4ATDMA0010

 

Network Log

Time Priority Description

22/06/2021 23:02:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 22:07:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:48:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:47:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:28:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:18:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 21:18:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 20:35:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 16:28:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 18 of 27
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Re: Daily Packet Loss (possibly heat related?)

Looks like there is definitely an upstream problem! That many T3's is bad!



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

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Gareth_L
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Message 19 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi S7771. 

Looking forward to seeing what happens with the Visit on Friday 

Gareth_L

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S7771
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Message 20 of 27
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Re: Daily Packet Loss (possibly heat related?)

Hi all,

UPDATE: The Virgin Media engineer came out today and noted the T3 errors. He said the box junction box outside my house had a connector in there that was very old, it was replaced. He also said that in the main cabinet, a connector in there that needed replacing.. Back online now. Will monitor pings and T3 errors.

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