Help with extreme packet loss

[dbaines11]

I have been experiencing extreme consistent dropped connection and packet loss now most days for the last month. Having phoned Virgin multiple times I have gone through the many tedious resets, unplugs etc etc which clearly are not fixing anything.

I have a monitor setup - 

Any help would be massively appreciated - I cannot work properly, stream or play games. The service is essentially useless as stands.

Thanks

[dbaines11]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/147b47f6bff8d6ee33e95a8d60b8aa2dd4...

[Katykat]

I had this happen to me, but a lot worse on the BQM, just a question, do you have anyone in your house connected to the WiFi at the same time as you are online, maybe a laptop or another desktop at all?

I only ask as my Packet loss was being caused by my Son's laptop, which was connected via WiFi, I only found out after I saw a pattern in the packet loss and his time on his laptop, so I got him to do a full factory reset on it ( his laptop ) and my connection went back to normal.  We think he downloaded a virus of sorts which caused huge packet loss.

[dbaines11]

Thanks for the response! It seems to happen all the time regardless of devices - sometimes it is only when my phone is connected, others just my laptop and others just my Xbox. Cannot see any pattern other than everything losing connection repeatedly!

[jbrennand]

Very messy BQM. lets look at some connection data.
__________________________________________
Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[dbaines11]

Thank you for your response! The requested information is as follows -


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 267000000 7.4 38 256 qam 17
2 275000000 7.5 38 256 qam 18
3 283000000 7.5 38 256 qam 19
4 291000000 7.6 38 256 qam 20
5 299000000 7.8 37 256 qam 21
6 307000000 7.6 38 256 qam 22
7 315000000 8 38 256 qam 23
8 323000000 8 38 256 qam 24
9 331000000 8 38 256 qam 25
10 339000000 7.9 37 256 qam 26
11 347000000 7.5 37 256 qam 27
12 355000000 7.9 37 256 qam 28
13 363000000 8 37 256 qam 29
14 371000000 8.1 37 256 qam 30
15 379000000 8.1 37 256 qam 31
16 387000000 8.3 37 256 qam 32
17 395000000 8.3 37 256 qam 33
18 403000000 8.5 37 256 qam 34
19 411000000 8.5 36 256 qam 35
20 419000000 8.9 36 256 qam 36
21 427000000 8.9 37 256 qam 37
22 435000000 8.8 37 256 qam 38
23 443000000 8.5 37 256 qam 39
24 451000000 8.4 36 256 qam 40


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 6 0
2 Locked 38.6 7 0
3 Locked 38.6 6 0
4 Locked 38.6 5 0
5 Locked 37.6 6 0
6 Locked 38.6 6 0
7 Locked 38.6 5 0
8 Locked 38.6 4 0
9 Locked 38.6 7 0
10 Locked 37.6 8 0
11 Locked 37.6 1 0
12 Locked 37.6 6 0
13 Locked 37.6 5 0
14 Locked 37.6 5 0
15 Locked 37.3 5 0
16 Locked 37.3 19 0
17 Locked 37.6 5 0
18 Locked 37.3 5 0
19 Locked 36.6 1 0
20 Locked 36.6 5 0
21 Locked 37.3 5 0
22 Locked 37.3 9 0
23 Locked 37.3 23 0
24 Locked 36.6 1 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800029 45 5120 16 qam 10
2 39400025 44.5 5120 32 qam 4
3 46200000 44.3 5120 64 qam 3
4 32600000 44.8 5120 32 qam 9


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Time Priority Description
11/04/2021 09:18:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:50:25 critical Received 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;
11/04/2021 08:45:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:45:13 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:45:13 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:44:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:44:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:44:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:40:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:39:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:34:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:56:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:56:26 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:56:26 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:50:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:49:37 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:49:37 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:43:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:42:49 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 06:42:49 critical Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

OK - stats all look ok buy logs look bad. Can you post a link to the BQM's "share live graph" so the time periods concur.

I think someone from VM needs to looka t your connection in more detail - but lets see the live BQM

[risc19]

1 25800029 45 5120 16 qam 10
2 39400025 44.5 5120 32 qam 4
3 46200000 44.3 5120 64 qam 3
4 32600000 44.8 5120 32 qam 9

Your upstream is out of spec too.

Your going to need a engineer.

You could try a pin hole reset as a last resort?

Double check the cable going into the router is nice and tight.

[dbaines11]

Thanks for the help!

The live graph is here - https://www.thinkbroadband.com/broadband/monitoring/quality/share/f4c05181dea88c52ad8d39b83710a6a49a...

[dbaines11]

Thanks for your response! I have done a pin hole reset 2 or 3 times over the last few weeks... normally makes a difference for a few hours but the problem returns within a day.