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Extreme Packet loss and High latency

Hello,

For the last few months we have been experiancing very high latency through both wired and wireless connections.  Latency jitter is a huge problem, its bouncing from 30 into the hundreds every other ping. 

We are currently set up using the super hub 3 as a modem with an expensive external router. I thought this would solve the problem but all its done is increase the range. The speed itself is fine however its being greatly affected by the packet loss so we are not actually getting that speed 100% of the time. 

It doesnt even get better in the evenings, we still get these problems after 12am. Both PC's wired directly into the router suffer as well as all wifi devices. 

Is there anything that can be done to help fix this? Its really impacting when working from home.

Thanks

Dan

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Alessandro Volta
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Re: Extreme Packet loss and High latency

Post the Network, Upstream and Downstream logs from the hubs admin pages 


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Re: Extreme Packet loss and High latency

Thank you for replying;

Heres the log from the webpage

Downstream

dan_h_0-1606068835556.png

dan_h_1-1606068853008.png

dan_h_2-1606068875950.png

dan_h_3-1606068918361.pngdan_h_4-1606068930018.png

dan_h_5-1606068950938.png

 

Upstream

dan_h_6-1606068985645.pngdan_h_7-1606068993256.png

 

Network logs

 

dan_h_8-1606069024524.pngdan_h_9-1606069033999.png

dan_h_10-1606069044817.pngdan_h_11-1606069055761.png

 

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Re: Extreme Packet loss and High latency

Post as text please. 


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Re: Extreme Packet loss and High latency

Ah hopfully this is better

Downstream

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

1195000000735256 qam8
21390000008.335256 qam1
31470000008.835256 qam2
41550000008.435256 qam3
5163000000835256 qam4
61710000008.135256 qam5
71790000007.936256 qam6
81870000007.536256 qam7
92030000006.936256 qam9
102110000006.636256 qam10
112190000006.335256 qam11
122270000005.335256 qam12
13235000000435256 qam13
142430000004.535256 qam14
152510000005.435256 qam15
162590000007.336256 qam16
172670000008.136256 qam17
182750000008.136256 qam18
192830000008.137256 qam19
20291000000837256 qam20
212990000008.836256 qam21
22307000000937256 qam22
233150000009.637256 qam23
243230000001037256 qam24

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

1Locked35.71740
2Locked35.55600640
3Locked35.55582
4Locked35.53281
5Locked35.76410
6Locked35.52010
7Locked36.32290
8Locked36.3470
9Locked36.3790
10Locked36.3980
11Locked35.7610
12Locked35.51380
13Locked35.71850
14Locked35.51840
15Locked35.51140
16Locked36.3360
17Locked36.6110
18Locked36.6270
19Locked37.6290
20Locked37.3360
21Locked36.6190
22Locked37.31130
23Locked37.6120
24Locked37.3150

 

Upstream

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

13940000039.8512064 qam4
24620000040.5512064 qam3
35370003641.5512064 qam2
46029998842.3512064 qam1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0030
3ATDMA0000
4ATDMA0020

 

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Re: Extreme Packet loss and High latency

Network logs

Time Priority Description

22/11/2020 09:06:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:04:54criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:03:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:03:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:03:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:03:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:03:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:02:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:02:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:02:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:02:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:02:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:01:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:01:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:01:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:01:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 09:01:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 08:57:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 08:54:5criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 08:52:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Extreme Packet loss and High latency

Hello dan_h,

 

I'm sorry to hear about your packet and latency issue with your broadband. I've managed to find your details using the information we have on here and can see an area outage F008469535. The estimated fix time is 04/12 and it's for high utilisation. I'm sorry about this but please wait until it clears so we can check your details again if you're still having issues.

 

Thanks,

 

Lisa

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Re: Extreme Packet loss and High latency

Hi Lisa,

Ok thanks, do you think that would explain the problems I have been facing? 

Any idea on how long this area outage has been going on for? 

Thanks

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Re: Extreme Packet loss and High latency

Hi dan_h,

 

It can certainly affect your connection and when I checked the ticket, it has been open for over a month. Unfortunately, some type of faults, we need a bit more time to check the network and find out where exactly the issue is and arrange for the fix. I'm sorry about this but the good news is that we're aware of it.

 

Thanks,

 

Lisa

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Re: Extreme Packet loss and High latency

Hello,

Its getting worse and worse. Is there anything else that could be done to fix this? I know we are waiting for that area fix on the 4th Dec but I have doubts thats going to do anything. We are paying for a premium service which is barely useable at the moment.

Thanks

Dan

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