Help needed, Packet Loss, high latency to router

[djgeurn]

Hi!

Can someone help? I have 1Gb connection and generally get good speeds but I do get random packet loss, seems to be always when on a work zoom/webex etc. Have tried a reboot and factory restet but nothing seems to fix it. On my scan using the app I do see incredibly high latency (15k +) and Jitter (1000ms) to the hub, this is not to the device, just to the hub. Speeds seem to be fin Av around 500Mbps. I also notice poor performance on streaming sometimes even with wired connections. Will attach BQM graphs and network status reports below:-

Time Priority Description

Thu 01/01/1970 00:01:25	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:32	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxx;CMTS-MAC=00:01:xxxxxxCM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:32	3	No Ranging Response received - T3 time-out;CM-MAC=axxxxxxxx;CMTS-MAC=00:01:xxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:54	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=axxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:04:22	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:04:22	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:04:51	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=axxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:04:51	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 28/12/2022 16:20:33	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 29/12/2022 00:06:26	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 31/12/2022 05:43:35	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 31/12/2022 10:28:47	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 01/01/2023 16:40:55	6	US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=xxxxxxxxxxCMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 02/01/2023 00:22:45	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/01/2023 08:07:04	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/01/2023 13:08:45	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/01/2023 15:11:57	6	US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 03/01/2023 16:13:20	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/01/2023 11:08:48	6	US profile assignment change. US Chan ID: 10; Previous Profile: 11; New Profile: 12.;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:43	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:03:08	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:03:09	3	No Ranging Response received - T3 time-out;CM-MAC=axxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:03:30	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=xxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:00	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:00	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:32	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:32	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:04	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:04	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/01/2023 12:19:13	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/01/2023 16:05:05	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:23:19	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:23:23	5	Lost MDD Timeout;CM-MAC=xxxxxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:23:23	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:23:24	5	Lost MDD Timeout;CM-MAC=xxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:23:47	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:24:02	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:24:06	3	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=00:01:xxxxx;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:24:11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xxxxxx;CMTS-MAC=00:01:x;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 10:24:29	6	US profile assignment change. US Chan ID: 10; Previous Profile: 12; New Profile: 11.;CM-MAC=xxxxxxxx;CMTS-MAC=0xxxx:da;CM-QOS=1.1;CM-VER=3.1;
Thu 05/01/2023 13:47:05	3	No Ranging Response received - T3 time-out;CM-MAC=axxxxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.1;

[djgeurn]

3.0 Downstream channels

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

5	Locked	40.366287	0	0
1	Locked	40.946209	0	0
2	Locked	40.946209	0	0
3	Locked	40.946209	0	0
4	Locked	40.946209	0	0
6	Locked	40.946209	0	0
7	Locked	40.946209	0	0
8	Locked	40.946209	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.946209	0	0
12	Locked	40.946209	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

49

Locked

40

3.1

1273099119

56

Network Log

Time Priority Description

Thu Jan 1 00:01:28 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:18 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:18 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:40 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:57 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:57 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:04:27 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:04:27 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 10 12:46:01 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 10 17:53:51 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:46 1970	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:11 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 11 20:49:35 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 11 23:44:44 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Jan 14 22:01:13 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 1970	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 15 00:40:27 2023	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 15 00:40:37 2023	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 15 00:41:06 2023	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 15 02:17:22 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 18 11:20:44 2023	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 18 11:27:55 2023	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Steven_L]

Hey djgeurn,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection, there is an SNR issue that has an estimated fix date and time of 9am on the 24th January.

SNR or Signal to Noise Ratio is a measure that compares the level of a desired signal to the level of background noise. SNR is defined as the ratio of signal power to the noise power. These can be very time consuming to track down the cause and resolve as the problem could be on any part of the network such as the street cabinet or in any customers home.

Kind Regards,

Steven_L

[djgeurn]

Still? This has been going on for ages!

[Natalie_L]

Thank you for your reply. 

I am afraid the issue can sometimes be more complex than originally anticipated but I assure you, our team are working hard to get this resolved as quickly as possible.